Furniture Row — Local services in North Little Rock

Terrible Experience Overall: Initial buying experience was ok, but ever since, this has been the worst customer experience I have had to date. We were told our bed and mattress would be delivered in 1-2 weeks. Due to supply line issues, that was delayed to a month. No worries, there. That's completely normal.

The bed was finally delivered when my wife reached out to check on it. It had already been at their store and there was a disconnect in fulfilling those orders. I shrugged that one off.

Upon delivery, the headboard of our bed was damaged and had to be reordered. That's just bad luck.

Two weeks later, our headboard was scheduled for delivery WHEN MY WIFE REACHED OUT AGAIN. That is twice that we had to initiate the delivery because we were waiting on them to have part x, y, or z. The problem there wasn't the delay. The problem was that all action taken to fulfill the purchase I had made 1.5 months prior was taken by my wife. Then, when my wife asked for a sooner delivery as we had been waiting for a there was nothing sooner than 4 days out. At this point, I'm rather perturbed.

I called, explained our journey thus far, and they were "miraculously" able to get the deliver 2 days sooner. What was the difference between conversing with my wife and I? Shouldn't she have had the most-soon date if they stated it was the most-soon date? At this point I'm incredibly annoyed at the service.

The bed arrives and is assembled and breaks ONE WEEK LATER. the support legs (pictured) are the only things supporting the center of the slats on a King-Sized bed. They broke after one week. This bed was $799 and broke after one week. At this point, I'm angry.

I called the store, gave them the full narrative. I then spoke with the manager. He gave me the following options. 1. Keep the (broken) bed and have a partial refund. (what am I going to do with a BROKEN bed). 2. Come into store to trade it for something via store credit (I'm not willing to do that as they would have to order the bed once again and I don't want to wait 1.5 months for a potentially similar experience while sleeping on a mattress on the floor. Or 3. Wait until next Monday or Tuesday when he can get word from his regional manager. I had initially called last night when we noticed the break (Friday) and talked with this store manager (Nick) on Saturday. As his regional manager is not likely to be available on a Saturday (understandable). I am waiting 2 days for an answer and then likely another week for the bed to be picked up and the refund (hopefully) processed.

One last thing, when discussing the potential refund, I was told that I was outside of the 72-hour allotment for returns on furniture. This bed broke after a week. Hearing that was grating. I was told by the manager that he had to "protect the store" and that I had had the bed for 3 weeks. I had had a pile of bed portions that were not assembled for 3 weeks due to the headboard being DOA. I don't understand where the communication/record keeping/basic notetaking breakdown is in this company but it needs to be...

I want to tell you about the horrible experience I had in the North Little Rock, AR location last night. I was shopping for a sectional with my friend and my son. My friend asked your employee, Johnny Akins, to come assist us. Johnny came over and I told him I was interested in the sectional that we were seated on and I needed to know about financing options. He proceeded to tell me about the 0% financing and I told him I didn't want my credit run because I was trying to buy a house right now. Johnny immediately became agitated, raised his voice, and said "Well that's the only option we got!" I said, "I checked online before I came and it said you had other options." He said "You ain't trying to pay nothing today! That other option is lease to own and you gotta pay it out in 90 days!" His manner was very angry and he had a very aggressive tone, with aggressive hand gestures. He was pointing and gesturing at me and it was clear that I was bothering him and that he clearly did not want to help me. The way he was treating me and speaking to me let me know that he did not think i belonged in that store and that he thought I could not afford to be in that store. I told him that I could actually pay cash for it right now, and I asked if there was a problem because I was just trying to get more info on my options and told him that his tone was off putting. He immediately started screaming across the store to his co-worker Benjamin saying "Come help her! I ain't helping her! Come over here and deal with her!" All the while, he was pointing at me as if i was a nuisance and he could not stand the sight of me. When Benjamin came over, I told Benjamin that I would not be spending my money in that store and that Johnny owed me an apology. Benjamin apologized on behalf of Johnny and said he could ask him to come and apologize. Johnny came back and his apology was "I apologize if i hurt your little feelings or something like that, alright?" Again, in an aggressive tone and obviously very insincere. I have never been treated like this! Customer service is very important in an industry like this, and Johnny obviously has zero customer service skills! He made it very clear that he did not think I was worth his time and I am pretty sure it was because of my race. I observed him with an older white couple just before we asked him to help and he seemed very patient and helpful. I asked Benjamin if Johnny normally acted that way and he said no. I was humiliated by this experience and I definitely will not be spending my money in that store. Johnny is obviously a racist and definitely should not work in an environment where he will encounter customers of different races, and he definitely does not need to work in retail. I will pay more money at Ashley's because their customer service...

If only I could rate it no star....I purchased a couch and loveseat from the North Little Rock AR store on 1/26/19 for $1,748.29. On 2/8/19 delivery arrived and as they are removing plastic and cardboard I realize it’s not even close to what I ordered. Short time later Dylan the salesman called to explain how it was a horrible mix up at the warehouse and they would get my furniture to me in about 3 weeks. I asked Dylan to lower the price of the furniture as I have no desire to sit in a lawn chair for 3 more weeks waiting on my furniture. He spoke with his manager and called me back to say that I already got a great price and they were never even going to consider lowering it. I informed him that if that is the case then I would like a full refund and that I would be there on Saturday to collect it. He apologized and said that would be fine. The next day drove back to the store and spoke with Dylan asking for my refund and he offered to give me a discount from the original price. If he would have offered that to me over the phone the day before I likely would have accepted that offer. Now standing here in the store wasting my time I will not accept that. Dylan then explained that he can not pay me back, that it would have to be a check from Corporate. Dylan asked his Manager Chris Ford to come over and explain the same thing. Chris Ford began to complete paperwork to start the refund he then explained that I would get this check in 2 to 3 weeks. I let them know how I felt about the scam they have going in that place and that it’s the worst business transaction I’ve made to date. What kind of business are they running here where average people fund and keep their lights on for them and they aren’t allowed to refund someone their money. They didn’t have a problem taking my money a few weeks ago. Most people cannot sit around in limbo and wait for their money to be returned to them. If this is a Corporate decision then it needs to be changed by Corporate. I will spread the word to anyone prepared to listen of the horrible shopping experience I had at Furniture Row of North Little Rock AR. Do yourselves a favor and don’t shop here. Unless you have plenty of time and...