Furniture Row — Local services in Normal

Used to go here all the time but recently have encountered quality issues and even with extended warranty, they just did not do the right thing. We will no longer shop at furniture row.

After posting my initial review, furniture row contacted me. I was encouraged, but to no avail. So, I am back to update, downgrade and provide a few details.

We have bought numerous items at furniture row over the years starting with a bed and mattress set for our daughter that all of our children loved, which is why we went back.

Two more beds, two large cabinets (entertainment centers) and a TV stand before we started to have problems.

The next item we bought was a full living room furniture set. With that furniture set, for the first time ever and with hesitation, we bought the extended warranty. The middle section of the couch on that set was defective, poorly made, as the back of the center stationary section would fall back 6-12 inches behind the outside sections. After calling repeatedly and having people come look out numerous times they finally decided it could not be fixed and they offered to replace it. I assume they were hoping I would give up and that should have been my queue that they were not a company that backs their product.

They no longer sold the same set so we had to get another and we decided to upgrade to one of the best, or at least most expensive sets they had and we paid the difference. And, since we had issues with the previous set, we paid the $400+ for the extended warranty, for the second time, mind you.

Within 6 months we started to see cracks in the seams of the furniture and later rips in the sides. Again, we called them back multiple times and they told us it was normal wear and tear and was the vinyl on the sides rather than the leather on top, so it wasn't covered. I'm not sure how many of you expect your furniture not to split or tear within months but that was apparently our unrealistic expectation for our 5-6 thousand dollars with an extended warranty.

The last thing we bought was another bed and mattress set. In this case, the mattress went bad in less than a year. We were encouraged that they were willing to replace it right away and said they could replace both the mattress and box spring. Not so fast my friends! They did replace the mattress and we didn't think we're needed a new box spring, but when they delivered it, one of the delivery guys told us the box spring was bad and it was what caused the mattress to go bad and it would ruin the new one as well. He said they had seen the issue over and over again. So, we called about the box spring and wouldn't you know it... that part is not covered and you will have to buy a new one. After multiple battles, they did finally, reluctantly replace the box spring.

The moral of this story is that I caution anyone about ever buying from Furniture Row and certainly don't waste your money on a useless extended warranty that they won't honor. We place a tremendous amount of value in businesses that do the right thing, we're do that in ours. We have found that some businesses like Verizon are really good as long as you buy the insurance/ warranty. Businesses that don't even do that are not worthy of your hard earned money. Furniture Row offered to sell us new furniture, wasn't that nice of them. Save yourself the aggravation and go somewhere else. Sherman's had always been...

Bought a sofa from Taelor on July 27, 2022 - Taelor did a great job! On August 11, 2022, I was at the store speaking to Tim who generously offered to give me free delivery but the employee sitting next to him interrupted my conversation with Tim four (4) times, even after I asked her NOT to speak to me and allow Tim to talk. After her 4th interruption, I asked Tim for a full refund on my $562.92 purchase. NEVER INTERRUPT A SALE!! Tim was trying to be patient and schedule a date & time to deliver the furniture. While Tim was explaining something to me, the other employee kept meddling into Tim's conversation with me. Tim (who said he was a supervisor) did absolutely nothing to ask the meddling employee to stop interrupting our business. The lack of effort on Tim to control the situation and ask the employee to hold her comments was the result of my decision to cancel the purchase. Taelor deserves an apology from both Tim and the meddling employee for ruining Taelor's sale. Taelor wasn't even working that afternoon but due to the (1) meddling co-worker and (2) Tim's lack of backbone to ask her to be quiet, Taelor lost that sale and Furniture Row lost a $562.92 purchase. The lesson: Learn to be quiet! Stay out of other people's conversation. EDIT: Jennifer B., thank you for your response but I have already (1) called the store and spoke with Taelor and (2) mailed a letter to the manager to explain what happened because Tim likely was going to give Tim's version of the story and claim that I was being loud. Like I explained to Taelor, I only started raising my voice AFTER being interrupted the 3rd time & by the 4th interruption- that's when I asked to cancel the sale and give me a full refund. This was Tim's fault as much as it was the meddling employee. Tim DID NOT step up like a supervisor and tell the employee to stop interrupting. And the meddling employee REFUSED to stop interrupting- even after I told her 3 times to stop talking to me. The 4th interruption is when I cancelled the sale. Get your facts right! Give Taelor the apology that she deserves. Both the supervisor & the meddling co-worker ruined Taelor's sale quota and are responsible for Furniture Row losing out on...

We had purchased the Glenwood One sectional a little over 5 years ago from Furniture Row. Luckily we purchased the replacement plan, as we had to have the cushions replaced because they significantly flattened twice. When I went into the store in March of 2018, to speak with my sales person (just after my protection plan expired) he graciously said I could upgrade to the new and improved Glenwood Two sectional and just pay the difference (as the original set had been improved) but I would not be allowed to purchase the extended warranty on the new set. That's the GOOD part....... The BAD experience isn't resolved yet.... I had ordered my new set (with a new fabric) in early March and was told that it would be 6 – 8 weeks. Every time I had checked in on it, I was told it was still on order. Just last week when I called and spoke to my salesperson, he told me that with EVERY order of this furniture line it somehow gets “deleted” in the sales system and has to be reordered. I have received 2 of the 4 pieces in the past week and a half. They are wrapped up and in my garage. I truly just want my new sectional as I am embarrassed by how badly the old one looks. In addition I would like to be able to purchase the extended warranty on the new set. As an Interior Designer, I know that this is not the best quality piece of furniture, but we are not “rough” on our belonging. We have been shopping at FR for over ten years and my salespeople have always been amazing….especially Robert Trueblood. Please get this resolved ! Creatively yours, Lyn M. Westhoff, Fresh Impressions Ltd.

UPDATED: 8/6/18 The issues have all been resolved BETTER than I ever expected..... Robert Trueblood, the Store Manager, had a few challenges with the special order from this company (a glitch in the computer program) but he went above and beyond to provide excellent, professional &...