Furniture Row — Local services in Sheridan

We did not have a good experience with the sales and customer service of Furniture Row Littleton. We purchased a chair in person with Brooke and everything worked out great with that! We decided to purchase a bed frame and dresser after the chair turned out great, and wanted to go through Brooke again. She had given us her business card, so we reached out directly to let her know we wanted to purchase the bed frame and dresser that we had spoken with her about when we bought the chair. She sent the invoice, set up delivery, and everything seemed great. When the delivery drivers arrived, only half of the bed frame was in the truck and they said that it was put in as a special order for only half of the frame and showed us their copy of everything. Their copy showed the headboard, footboard, and middle slats, but no side rails that held the bed together. It is impossible to build the bed without the side rails according to the drivers. They said to call the sales team and if the other half was in stock they could return later that day to drop it off and build the bed for us. We called Brooke and explained what happened and did not receive an apology for her mistake in putting in the order for half of the bed frame instead of the whole thing. She insisted on us paying more than what was quoted to us and said she could not get it delivered until 3 days later even though it was in stock and the delivery workers said they could come back today. We escalated to a manager who still insisted we pay more than we were quoted, did not apologize once for the mistake, and also pushed 3 days later for delivery. We explained we would be happy to pay more if she could get it to us today because we had already gotten rid of our last bed since we were told the new one would be arriving today. We did not want to sleep on the floor for 3 days. She held firm and still did not apologize. Eventually we gave up and said we would send the extra money and wait until Tuesday, but wanted a number for the corporate office to file a complaint because it is ridiculous that her staff made a mistake that we are paying for and now have to sleep on the floor for 3 days. She put us on hold for about 10 minutes and when she came back did not give us the corporate number but told us she would honor the original quoted price however the remainder of the bed frame would still arrive Tuesday. The rest of the bed did arrive and we love the furniture itself, but an awful customer service and sales experience. I would recommend a different store or ordering online. It seemed like when we threatened to report the mistake to corporate that things got better, so I do not think this is a company wide problem, just this particular store. Will not be...

Very disappointed in my experience here. We found some furniture that was very nice and we were so excited to find something that we really wanted. We ordered 5 items for pick up, while un boxing them at home we found out that 2 were completely different than what we ordered. Called to correct the mistake and received a brief apology.

Decided to keep the incorrect items, since we could use them for a room we had not planned on furnishing yet, and picked up the ones we actually ordered a few days later. Then we get a call and they said they gave us too many chairs (box pulled from the warehouse and loaded in my car by them) and we needed to bring them back.

At this point we were very upset at how much of a hassle the entire experience was. When we expressed this, and that we were looking to buy a couch they offered only HALF off delivery ….. I wish I could have given them the same offer for returning the extra chairs they gave us.

Such a joke, and really disappointed they don’t value their customer’s time at all. We were very easy going with all of the many mistakes, but to be offered $90 in compensation (while looking at buying a $1500 couch) was a slap in the face. Some of the worst customer service I have experienced. Not sure if this is how all Furniture Row stores are ran, but avoid this location...

My husband and I were looking for a couple of living room chairs. I knew what I wanted something smaller than the large chairs we had seen in other stores. The room is on the small size. I wanted something that did not take up a lot of room and that would look nice in the space. Towards the end of it search I saw a smaller glider/recliner that was the perfect size. I had wanted something in a color other than tan, gray or brown. The chair is a beautiful green that will be perfect in the room. They will be delivered this weekend. Thank you Brook for letting us wander the store until we found what we wanted. No pressure and very helpful...