Furniture Gallery NW — Local services in Salem

There is sales, and then there is customer service. My strong impression after the last couple months working through a warranty claim with Furniture Gallery NW, is that service goes out the window once a sale is made.

Our purchasing experience was just great. I have long been a fan of Stanton couches and we bought a large custom sectional through the store. Some time later I discovered that the couch frame had been patched together after being damaged during manufacturing. I would consider this a unique situation. Furniture Gallery NW did nothing to go out of their way to assist. Their communication was poor and callback and confirmation did not occur while we established a claim.

Every individual I have talked to on the phone throughout this process has been condescending and rude. I have never been talked over so many times in my life. Every time I have attempted to explain or work through the logistics of drop off and pickup of this couch I have been cutoff, corrected, and had very dramatic responses to my desire to complete any of the steps necessary while working with my own schedule and availability. I’ve heard more excuses and worry over accessing and loading/unloading an extremely light piece of a sectional than I could imagine possible.

Whether the manufacturer or customer facing sales, product support is crucial to customer retention and success. After looking through other reviews, I’m quite positive Furniture Gallery NW’s saving grace is the typically high quality of the products they sell - not their behavior or the value they assign customers once thousands of dollars have changed hands. I personally will go elsewhere going forward. If you ever anticipate needing to leverage warranty coverage on a furniture product, and want it to be a generally pleasant experience, you may want to...

Furniture Gallery NW 8/4/25 visit

Wow! My mom always told me, " If you have #nothing nice to say, don't say anything." Well I positively have something nice to say about my visit today to #Furniture Gallery NW...starting with the # unbelievable customer service!.I normally shop from WoodSellers, but I happened into Sally's and bought a $300.00 hairdryer...My son mentioned he was looking a L shaped sectionals so I thought I would check one out here that I saw as I was window shopping....Well the guy on site yelled across the room to another woman and I as we were checking out the L shaped sectional..Mind you, I was raised differently, and found this offensive.When he approached us, he "ASSumed" we were together. He never introduced himself, so I asked to speak with the manager, he said, "I am the manager". When I told him I did not appreciate him yelling at me like an #indentured servant, he ordered me out of the store. Well, the $8,000 sectional looked comfy but was obviously overpriced for furniture made in some other county, it did look "cheap".it is the same one in the photos from 4 years ago.

I did ask the guy who yelled at me for the manager's business card, but hélas, he refused me. On my way out, I did pick up a card for @Ryan Stephan, Sales Consultant. If you see Me. Steban, tell him I teach International Economics and Trade, and I would be happy to provide, at no cost, my Marketing, Sales, Promotion, and Customer Service skills Seminar for Free to all at FGNW....Perhaps there sales will pick up with the Boomers like me who have cash to spend. For now, I shall stick to quality furniture stores like #Woodsellers Parkway Furniture.... POSITIVELY will never buy anything from FGNW.Thanks for the...

Two weeks ago my friends and I walked into this furniture store just to take a look and only got a couple feet in the door when a beautiful dual leather electric recliner caught my eye and we had to try it out. It was so comfortable, high quality, and a price I couldn’t pass up, however I had just downsized my furniture and didn’t really need this piece, but like I said, it was a great deal and beautiful piece of furniture. Ryan Steben greeted us and gave us information on the piece and was very patient with us while we made up our mind. After so much indecisiveness, I decided to buy it. Ryan wrote up the sale and we made arrangements to pick it up the next day. That night when I got home, my roommate and I started rearranging the current furniture to try and make this piece fit, but it just wasn’t going to work out being a dual recliner. It was sad as I really wanted this piece. I decided I was going to need to cancel the order, but wasn’t sure if that would be a possibility. The next day before we headed to go pick it up, I called and talked to Ryan and explained my issues and asked if I could cancel the purchase. He said they could go ahead and do that and would refund my credit card. Once I got off the phone, I logged onto my bank account and the refund was already showing/pending on my card. I was impressed with the friendly service when I first purchased the piece, but was more impressed with the same great service when I had to cancel my purchase. People will be nice when you buy, but I have experienced them getting mean and rude with you when you change your mind. Needless to say, next time I’m ready to replace all my furniture, I will...