The Furniture Warehouse — Local services in Siesta Key

The saleswoman Kari was completely accommodating and friendly, at first. We shopped for and spent almost $10K.

I could go on and on about all of the things that went wrong, so I’m going to just give the highlights. First, the home we’re building isn’t done yet so we moved in to a rental. Come moving day, they called to say they arrived in North Port to deliver our furniture. Hey mistakes happen, so we let this one slide.

We called the store because the delivery men told us they couldn't come to Sarasota since everything is scheduled and they had to stick to their route. The manager said he couldn’t speak with us at the time, but he would call us back. He never called. We called the store again the next day and everyone kept redirecting our call to someone else, every person even ruder than the last. The manager again said he’d call us back, he never did. We called the distribution center and the man who answered was the only helpful person. He said there was in fact no change to the delivery address ever made. Also when the furniture was returned Kari was notified, and she never reached out to reschedule the delivery. He changed the address, and through him we rescheduled that delivery.

A few days later when the above furniture was delivered, we were shocked at the coffee table we received. I attached a picture of the pewter coffee table we wanted, and the WHITE table we received that isn’t even the same style. You can see in the picture the pewter table is $599. Our statement with the delivered table is $799. We decided to just keep the damn table because dealing with the staff at this location is impossible and incredibly frustrating.

We received one bdrm set a couple weeks later. We were still waiting on another bdrm set, and a few more things. We were fully aware because of COVID delivery times were much longer than expected. We understood not everything would come at once, and that was perfectly fine. Weeks after our delivery ETA for the rest of the furniture went by. Still nothing. We called the store to check on an update, and the woman who answered said only Kari could talk to us. We called again and big surprise she couldn’t talk to us at the time, and never called back.

So again we called the distribution center. The same helpful man answered. He said that the furniture we were waiting for had been sitting at the warehouse over 2 weeks, and that whenever the furniture arrives the sales rep is immediately notified. He also told us the 2nd bdrm set that was supposed to come the first week of February, was now not going to come until July. He again told us, this had all been sent to Kari and it was her responsibility to notify us. He also said all the issues we’ve had with the store is “nothing new. Once the sales people make their commission, they stop caring about the customers.” This is a man who works for this company. We scheduled a delivery date for the available furniture with him- the only competent and honest person at this company.

We were finally able to get a hold of Kari the next day. She denied ever knowing anything. Since I no longer wanted to deal with her or this store I cancelled the bdrm set and asked for a refund. She said the total back was $1,051.58 plus tax. She said the money would be refunded straight to our bank account... we received a check in the mail for $984.36. I know I’ll never see the rest of my money.

This is only the most upsetting issues. Kari made it clear that she was no longer interested, since she had already made her sale. I'm disappointed in the store manager who we tried to explain our frustrations to, but never heard them, and could never bother to return a phone call. I ended up ordering the 2nd bdrm set from Ashley Furniture online. Everything was delivered 4 days later. No hassle. I never even spoke to a real person. However if you want to work with a sales rep, I highly suggest that you do yourself a favor and go to the Rooms To Go...

In 2019, I furnished my entire house at Furniture Warehouse. At that time, we ordered and paid for two power recliners as part of the furnishing of the entire house. We received one power and one manual recliner. The manager and I played phone tag, and he ultimately never got back to me, so I paid for something I never received. I was not happy to pay for something I did not get the benefit of, but the one power recliner worked well and those chairs served us well until recently when they were just too old and needed replacing.

When we were in the market for new recliners in October of 2024, the chairs we purchased in 2019 were no longer available. So, I purchased two identical power recliners (one of which is pictured (the store model, not our chair)) outright for $2,182,96 including tax and delivery charges. The chairs were delivered on October 19, 2024.

One was used by my mother who had been in and out of the hospital three times since August. The other was used by my uncle who is in congestive heart failure and likes to sleep in a recliner to breathe easier.

Neither chair's power feature felt right since they arrived; they always felt wobbly, if that makes sense. The power feature never felt sturdy like our 2019 power recliner from Furniture Warehouse.

By November 2024 (a month after we purchased it), my mom's recliner broke. Last week, four months after we purchased it, my uncle's recliner broke. Neither one of them is strong enough to make the chair recline manually.

I asked Furniture Warehouse to pick up both chairs and refund the full total I paid for them so I can start over and get my recovering mother and sick uncle reclining power chairs that will actually work.

I see the negative reviews Furniture Warehouse has online, but I thought it more fair to reach out to them directly to see if they would help me rather than take to the internet. However, Maggie was zero help. I asked her to escalate.

She escalated to Carol in Furniture Repair. Carol never told me what she does for Furniture Warehouse; I had to ask. She then proceeded to tell me the recliners would be repaired and she could do nothing else for me. In my opinion, Carol conveyed zero empathy and zero customer-service savvy. Before I became an attorney, I did customer service jobs and I always listened with compassion and tried to solve for customers' concerns. As an attorney, I do the same now with my clients. There was none of that with Carol. I, likely, would have been better off with GenAI helping me as it could have given me the same pat, gate-keeping responses Carol did.

I explained to Carol that since both chairs were made poorly and both broke, common sense tells us that they'll break again after repair, and I need working recliners for recovering/sick relatives. I asked Carol to either pick them up and refund my money -OR- replace them with something that will work. She would do neither, so I asked to speak to a General Manager, but she would not allow me to talk to anyone other than those in the Furniture Repair department. Carol ended up hanging up on me.

In 2019, I paid for a power recliner I never received and I never made a fuss with Furniture Warehouse after furnishing my entire house with them. Now, I ask them to help me after they sold me horrific quality products and they won't?! I see my business truly does not matter to them one bit, so I will no longer use Furniture Warehouse when I furnish my properties.

I already reached out to orders@thefurniturewarehouse.com, so no need to give me your standard response with that email address as it...

Well, of course, I expected this reply from you as you have not kept your word and never stood by your products as you assured us before we purchased the mattress. You blame the vendor for declining our claim, however, I’ve been in contact with the vendor, they assured me that you never contacted them , nor have any record of any communications with them regarding the mattress. The vendor explained that all warranty issues are taken care at your corporate office only. The vendor actually has been trying to communicate with you regarding this issue in an effort to resolve it, but you never got back to them. Currently you’re given till 9/26 to act otherwise they will be other measures to take regarding this issue. We are not asking for a refund, we just want a replacement for this faulty product. Just for once, be a respectful business and stand by your products and be professional with dealing with customers . It’s shameful that you hide behind others and point finger at others to avoid making things correct.

If I can give this store a minus I would. Here is why: We bought 2 mattresses, one king size, and the other one is queen size. BeautyRest. Both are the most firm you can get. The store manager was the person with whom we dealt with, and he assured us a ten years warranty, no questions asked. We received delivery on January 20, 2022. After a couple of months the king size started to sag. After another month it became clear that the mattress had problems which was most likely a manufacturer defect. We contacted the store manager, and he redirected us to an employee at the corporate office. . She never returned any of our calls. A month went by, and we spoke to the manger at the store . He said to email The person which we did. We had no response from you. We contacted the store manager again, and he told me to email everything to him, and he would forward it to Head office . We did and time passed but we had no response. At this point the mattress has sunk badly, and I can feel the springs against my body. I then received a call from warranty office asking me to send the pictures that I’d already sent. I sent them to her again. She said she would be contacting the manufacturer. I asked her for a reference or case number, but she said she did not have one. These are certainly all bad signs telling us that this furniture store will not keep their word. A few weeks later I got a call saying that there was nothing that could be done since a problem was not reported within the first thirty (30) days from the delivery date. Really!!! Well, the problem started a couple of months after delivery, and it got worse rapidly. We were given the run around for the few months after the initial contact. At this point we went personally to see the store manager, the one that assured us of his complete support, and that he would definitely do something if we don’t have a satisfactory response from the office. Now, of course, Store manager says he can’t do anything. All we wanted is to have the mattress exchanged to a better one. We are so disappointed, and we want buyers to be aware that you will get the wrong information, and you will not be protected by what they call a 10 years warranty. Do...