Furniture Row — Local services in Pueblo

The Pueblo location has gone WAY downhill in customer service. After years of business with them I will drive to Colorado Springs now. Several chairs we ordered were put together so poorly the wood was cracked. We waited nearly 2 weeks for 2 chairs to be delivered from the springs store because they had an employee on his personal time deliver them, then when they got them in the salesman didn't even look them over. One of the chairs tilted because the bottom floor protector came off and just had nail sticking out, the other had a glue stain on the fabric from when they built it. When I asked the salesman who called me if they had looked them over they said "no" they had just called me earlier (several hours earlier) I asked them why they wouldn't have since I had been waiting for them for almost a month, since the first ones they ordered came broken then they sourced new ones from springs; I told them that was part of working customer service one of them laughed at me. The other front desk person did give me a discount after I asked for one (she offered to cancel the order or try and get me more from springs) and noted that they did all they could and assured me that is not how they ran the business, however as she spoke she had her 2 small children there at the store. One kept running around that she yelled at while speaking to me, the other smaller child ate blueberries while sitting on the very furniture she was trying to sell. Very very poor customer service. If this store continues this way I see them closing it down. I will also add that anytime I called I would have to let it ring at least 15 times or call back several times to get anyone to answer. This was after being told that I was to be called a few days earlier with a projected date of arrival.. ohhhh and also when speaking to the manager (who said he would call me back that day and never did) told me that he could not give me a day when the chairs would arrive because he did not know the employees work schedule. I asked him why he could not call the other store and speak to that manager to find out and he replied "because it's a different store". When I asked him why he couldn't have a truck take it on company time from one store to another he told me that it is against...

Bought a new couch last year from Furniture row in Pueblo CO. After spending $3800 on a brand new elevations couch (3 piece sectional) it lasted all of about six months of use before the reclining mechanism bent when my wife and I were sitting on one section of the couch. After calling the store in September 6, 2024 to order a new recliner mechanism, I was told that the part may take some time to come in, up to 3 months. I was ok with waiting. Called back in November, and no one had even ordered th part. I tried calling the number on the website, and was told I was going to have to order it through my local store. I scoured the Internet for two weeks trying to find a replacement part, which I did on Alibaba. The only problem is I would have had to order 100 pieces minimum.

After being promised over the phone that they were on top of it numerous times (November and December) Went to the store in person in and made sure the manager Diego knew that I was utterly disappointed in their customer service. Turns out Diego hasn't responded to the manufacturers emails, or reached out to me for pictures of the damaged recliner mechanism. Diego finally emailed them back and told them I was unable to get pictures, and just order the part.

The part was finally ordered around the end of January. Told it was going to be delayed for another week due to Chinese new year. The Reclining mechanism FINALLY showed up Thursday, March 14th! I was not contacted when the part showed up, and called in Saturday March 16th to check the status, and no one knew that the part had been sitting there for 3 days. I picked up the mechanism tonight, and had the couch repaired in under an hour.

Overall, I'm pleased with the comfort of the couch, but the build quality is very lacking. The customer service from my local store is HORRENDOUS. In my opinion, if you are going to pay $3800 for a couch, it should be made from better materials. It is highly unlikely that we will be returning to any of the furniture row stores for furniture in the future. Unfortunately, the competition is also...

UPDATE: placed a ticket with help desk was advised would respond within 3 business days. Never received a response waited another week and finally called help desk to find out that our chair was in the store for who knows how long. Advised help desk was very dissatisfied with company not communicating and having to take time out of our day to find out what was going on. Help desk advised that they would note the account. Horrible experience and will no longer be purchasing from company again.

We ordered a table and chairs in April and was told that would be delivered in 2 weeks which is why we made the decision to go with that certain product. We advised them that we were looking to get a table quick since we just moved and needed one fast. We ended up waiting 5 weeks for the table and had no follow up from the store each time we were in communication was because we called them. Once we got the table and chairs one of the chairs had a cracked leg. We returned the chair and was told by the supervisor Justin that the chair was in stock and would be a week to get in. We called a week later and was told the chair was on the truck and just needed to be built. Waited another week and called again to be told the chair had not even arrived. We have now been waiting for 4 weeks with no follow up from the store. Would NOT recommend this company...