Furniture Row — Local services in Peoria

My partner had just purchased a house so we were excited to go furniture shopping. We came to Furniture Row and worked with Scott. Scott was phenomenal and really helped us out. He was attentive and kind - highly recommend working with him if you go here. However our overall experience was not good. At all.

We had to go back two times to get the furniture we wanted. The first evening we found 4 pieces of furniture we loved. We were ready to buy. One piece was a 1.5 chair that was a floor model. It had blemishes such as fabric hanging and parts of the fabric/material sticking out in the back. We wanted to take it home that day. However, we realized they priced the blemished floor model as the same as a new set without blemishes. We questioned this and asked if they were willing to work with us as this price didn’t make sense. Colton the assistant store manager said he wouldn’t lower the price at all, he rudely stood behind the desk and never came to speak with us once. We told Scott we were interested in all 4 pieces and possibly more making it a potentially very large sale. Scott then spoke with the store manager and called us two days later informing us they would be willing to work with us on the 1.5 Chair.

My partner and I between those two days found another couch that we loved so we decided to only purchase two furniture items (which included the 1.5 chair). So we drove the hour drive to Peoria to pick up the items.

When arriving we were greeted by Scott, we then walked around to make sure we didn’t want anything else. We noticed most of the staff sitting at a sectional nearby the front desk chatting away not working as customers were actively in the store. It looked like a mini fraternity group. After deciding we were set we sat at their front desk area to finalize the sale. Scott and my partner went to check if an adapter for our second piece of furniture worked. While they were gone I was sitting at the front desk waiting.

The phone rang and I heard their front desk girl Dana say “ Wow I’m so excited to answer this phone” and roll her eyes as she got up from the sectional couch area and walked to the phone. This was unacceptable to hear and see as a customer. This added to the list of issues we had. I then proceeded to hear them talk about customers etc while they sat there at the sectional.

As Scott worked on finalizing our sale I asked if I could walk over and speak to his manager Chris. I explained how we had to drive out twice, for an HOUR drive because Colton refused to work with us two days ago. I explained how he was rude and never once spoke with us, directly. I also explained how two days prior as my partner and I sat at the desk as Scott wrote our information down in their system, we overheard Colton telling the woman next to me that every week they knock about $100 off pieces and she can check back every week, but that he wouldn’t take money off of the furniture she was looking at. Losing yet another possible sale in the same day. Chris, then said “We’re technically not supposed to discount items, but I did it for you all because of what you were purchasing.” I explained the pricing on a blemished floor model makes no sense and that it was extremely inconvenient for us to have to do all this work for something we were willing to pay for. I explained how we would not be returning. I did make sure to mention that Scott our Salesman was kind and thoughtful throughout the whole process and he was the one who really made the experience great on his end. Chris the manager wasn’t attentive to my concerns, rather blew me off and said “thanks for telling me it’s a good coaching moment.” He then ended the conversation, prompting me to walk away feeling extremely frustrated.

We are extremely upset by how we were treated here at Furniture Row. Our experience could have been so much better. Furniture Row - do better. Take care of your customers instead of sitting around joking about customers and other inappropriate things while on the sales room floor. Do your job and...

My 14yo daughter chose to purchase a bedframe from Furniture Row, using her own birthday money. She was disappointed when we found out that it would take 2-3 weeks to receive her new bed, but we patiently waited. I called after more than 2 1/2 weeks of not hearing anything, only to be told that the headboard to her bedframe was seriously damaged in shipping and that it was unusable. The options we were given were to wait another 8 days before the replacement was delivered to their store or to take the floor model headboard instead. Had we chosen to take the floor model headboard, we expected to receive a discount. However, this was not the case. They expected us to purchase a floor model frame at the same cost as brand new. So we chose to wait the additional 8 days for the new headboard, which was their "priority" shipping (instead of another 2-3 weeks). I had to call on the 8th day to verify whether the headboard had been delivered as expected, and at that point I was told, "Well, if you don't hear from us in 2-3 days, it should be on the next truck." I did not accept that answer, so the salesperson then spoke with the warehouse people to find that our headboard had, in fact, come in that day. The lack of accountability and customer care in this facility is absolutely astounding. While we're not sure how the original headboard was damaged, it was most definitely not OUR fault, and yet they charged us well before we received our bedframe and missed their delivery deadline with no consequences. We will not do business with...

Friday, August 12th, 2022

Furniture Row’s Customer service and selection was absolutely astounding! Patrick, the sales associate who helped me was quite cordial. He was never high pressured, which made my experience with Furniture Row exemplary! Patrick’s knowledge of the store’s products was phenomenal and he had a great deal of patience, since the selection is so vast and my indecisiveness. . Financing was incredibly easy, fast and affordable and was approved in seconds .The store credit card is very convenient at 50 months 0% APR on a minimum order of a $2,000 purchase, making payments affordable for premium furniture. The quality of the fabric and overall construction of the frame, in my opinion is the best in the market. . Undoubtedly ,it was a bit more expensive compared to some of the other furniture stores, but I’ve always been a firm believer, you get what you pay for. I would rather spend a little extra money to have peace of mind that my purchase will stand the test of time, plus is warranted for five years. Thank you Furniture Row, and my sales associate Patrick, for your patience, hospitality, and going the extra mile to satisfy your customers! My daughter and I love the sectional we ordered. It matches the walls and hardwood floor in our great room and is a beautiful addition to my recently purchased home! I will definitely be referring Furniture Row to my friends and colleagues, and will continue to do business with Furniture Row in the future. Thanks again!...