Furniture Row — Local services in Millcreek Township

*2 week update at bottom - fixed w/o cost

Furniture Row is in a convenient location with an immense selection; unfortunately their customer service stopped when my payments cleared. I bought a sectional and shortly after it was delivered, the backrest began to sink. I thought we broke it. While I wouldn't think a toddler weighs enough to break a couch, I was willing to give the furniture the benefit of the doubt against rambunctious children.

After two years of ownership however it had gotten so bad we couldn't sit on that half of the sectional. I opened it up looking to repair it when I uncovered the problem: It simply hadn't been assembled correctly. It wasn't a matter of misuse or broken supports, but the components were unconnected. The supports didn't splinter nor the staples pull out at the joint, they all missed entirely.

When I called, customer service kindly offered me a number to send the images and that a manger would review and call me back. I hadn't gotten a call after a few hours, so I called back. Customer service mentioned the manager may have been busy, and she would ask her to take a look and call me soon. When I still hadn't heard back a day later, I called once again and customer service offered to stay on the line with me until they had an answer from the manager. After a short time customer service conveyed the manager's response to me: It didn't look like there was a problem, but they could give me their technician's phone number and he could give me an estimate.

At this point I really felt like the manager was intentionally avoiding speaking to me directly so I asked if she would take my call. She came on the line and told me that she didn't think it was a problem given that Furniture Row doesn't assemble the furniture. She went on to say that it wouldn't be profitable if they helped everyone with a broken couch, as if the store's profitability were my problem, and offered to split the cost of repair. I think that's shortsighted, and it's unfortunate really because perhaps the most profitable decision would be to stand behind your products and offer thorough customer service in hopes I'd communicate my experience and continue to buy there in the future. Furniture has high margins, after all. I'm not going to pay them to repair it.

TL;DR I thought I broke my couch, but it turns out it wasn't assembled correctly. When I was finally able to get a decision-maker to speak to me, she told me it didn't look like there was a problem, they don't do the assembly, and it wouldn't be profitable to help me out. I could however pay their technician to solve it.

*It took this review to get them to try to help. I got a call from the 3rd party repairman himself to schedule a consultation. He's a great guy and incredibly knowledgeable. He told us that it's not uncommon for these couches arrive at the store like this, and that almost all furniture from any big box store is mass-produced in China. He told us he could reinforce the structure so it wasn't broken and didn't sag, but that it was warped and would never be "like new." It was his estimation that the cost of repair wouldn't be worth it - however the store covered the cost after all, with...

Mattresses at Denver mattress are priced about as low as I could find anywhere. We didn’t have any complaints about the twin and full mattress we bought there...the other side of the store- Furniture Row we had a horrible experience. Ordered beds there and have been waiting since end of May. It’s now September and still no beds. They said beginning of August and then it turned into August 10th and then it turned into end of August. Last call I got was from our salesman saying September but he couldn’t give a date and once September came they may be pushed back even further with no date when they’d have them. Sad thing is the beds arrived in store it’s just the side rails we are waiting on...why have a bed on the floor if you can’t get it in at all!? Talked to the salesman last week of August and told him I’d appreciate if he’d talk to the manager and see what could be done about this. He said we could get Queen beds instead of the full beds we ordered....but we already bought the full size mattresses!!! He said he would call me back that day after speaking to the manager. He never called it’s been a week and we haven’t heard anything from him. Their customer service is horrible there. We went to Boscovs found a solid wood bed for much less but looked identical and bought it. When I called to cancel my order the woman I spoke to said she didn’t have time to cancel an order as she was with a customer (but she answered the phone.??) and would have to call me back later...like I said horrible customer service. Aside from all that they market 1-3 year no interest financing. We asked about it and he said yep we finance it no problem then put our information into the computer, next thing I know I am approved for a credit card! He did not tell us it was through a credit card nor did I want a credit card for just their store!! When I cancelled our order they didn’t even offer me anything for the inconvenience of not having beds for my daughters an entire summer!!! Plus they charge for delivery (we live 3 miles away) as well as set up! Boscovs gave us free delivery and set up and the beds take 3 days to arrive! I won’t shop at...

We have purchased rooms of furniture there on a few occasions and have been happy with their customer service. We appreciate not having a sales person follow 3 inches behind you the entire trip like another nearby furniture store. They have also been very helpful with some issues we have run in to.

The reason for my low star rating is the fraud of a warranty they try to sell you We unfortunately feel for the sales pitch and bought a protection plan for our living room set. We were told it was an all-inclusive "bumper to bumper" type plan. Having dogs, we thought it would be a good idea. The service plan is run by Great White Bottling (not a typo), a stain removal chemical company that doesn't have a website. The frame on our couch cracked, so we put in a warranty claim which was denied because the (so called bumper to bumper) plan doesn't cover the frame. You may be thinking, well you are just another set of people that just didn't read about the plan. Just Google Great White Bottling Company and you will see that they refuse to pay out on anything. They always come up with a reason that damage is not covered. The reason for my 2 star review is that it is despicable that Furniture Row is involved with a fraudulent company like this (unless they have some hidden ownership which wouldn't surprise me.) When you do call, you get to talk to an Indian call center with very broken English.

So, moral of the story is: Furniture Row has treated us well and we have liked the furniture we have purchased, but avoid the "protection plan"...