Furniture Row — Local services in Spokane Valley

Good selection of furniture pieces, hit or miss with a person who might be helping you. Kent took refusal of giving up a last name personal and store manager got emotional without spending more than 5 minutes of his time to resolving an issue. Overall low effort on costumer service.

At first everything was going smoothly as I was looking for a couch $600-1000 range, the sales person that greeted me (Kent) pointed me to a set in my range 15' feet away from me, and kept silently following me without giving additional suggestions. I made my way around and checked different couches for comfort and at some point Kent gave up and left me alone. I ended up finding there was a clearance area and clearance items scattered about on sales floor. Thanks for not giving me heads up Kent. When I found the exact one I wanted, the question of delivery came up and Kent failed to communicate the reason why they were unable to deliver the couch over following Saturday, if I paid today I had to take it today. So the manager had to be bothered for 5 minutes, but he was able to arrange an earlier delivery, for which, unfortunately I was not able to be present in order to receive the couch. He explained the issue with not being able to store clearance items, which made perfect sense. I thanked him and started trying to arrange a friend to give me a hand with moving the couch and borrowing his truck. After receiving confirmation from friend, I asked Kent to pay for couch because I had 2 hours left to pick it up. He asks me for my name, address, phone number to be entered into the system. I tell him I want to pay for the couch and get going I don't have much time left...he tells me it is a company policy and I have to provide all of the information, if I want the couch. I'm getting aggravated because it sounds ridiculous at that point, that I need to give up all of my private information in order to shop there. I ask for the manager but a nearby employee walks over and tells us that all they need is a name and a phone number, in order to confirm identity at the time of pick up. Great that makes sense, no problem! I give Kent my phone number and spell him my first name and give initial of last name, he says "NO, I NEED FULL NAME"....I reply "Why are you giving me such hard time?" He says: "I'M GIVING YOU HARD TIME??"At that point the choice are: I give up privacy in order to purchase a couch, coffee table, and an office chair I was eyeballing earlier, everything totaling a little over $1100 before tax or I walk away.....as I turn around start walking off the manager is running towards me yelling "If you're making this so difficult, you can shop elsewhere!(basically kicking me out)....yells at me "WE WILL CHECK YOUR ID TOOO!"

My guess is people are using stolen credit cards to shop for furniture or Kent made false accusations over radio because someone didn't want to give up a last name over a $600 couch.

They lost $1100 of revenue today and any future purchases that I would have made, plus they wasted 2 hours of my time. The issue could have been resolved in 2 minutes....

We had the best experience purchasing through the Spokane, Washington Furniture Row store. We actually were never anticipating on purchasing anything that day. I could have probably shopped several more places and never made a decision but Salesman Kyle aka “K2” acknowledged me right away. Instead of his eyes just glossing over when I started to tell him my complicated furniture saga, he actually listened to me and made me FEEL like he got it! He gave me respect and patience and took time to draw out a plan for the extra pieces I needed. Not only did he help me feel good about ordering a $5K custom leather sofa that day, but I ended up buying two bedroom sets too! Believe me, I would have never purchased them that day if I didn’t feel the confidence he instilled. It seems crazy to be so shocked that someone did their job well but these days it actually is so rare that we never expected it. Also because of Kyle’s solid knowledge on warranty and finance options, I walked out feeling confident in my purchase and never once had that sick scary remorseful feeling. In addition, kudos to the company itself. Even during this pandemic, my furniture order came earlier than expected including a miracle bonus of having the nicest delivery men EVER! We live over an hour outside Spokane and we didn’t pay for the optional furniture assembly service or for them to bring it into the house because of covid restrictions, but those guys stayed way longer than they had to. They made sure all the pieces were perfect and even gathered up all the packing boxes and garbage and hauled it away. Most consumers can only “sometimes” expect to be happy with their actual purchases from any random store, but without amazing service and an excellent salesman, you can never really remember it as being the positive and exciting experience it should be when making big decisions. Furniture Row absolutely delivered on the five star rating I gave them not only because I truly do love my purchases but mostly because how I will always FEEL about my experience. Honestly isn’t that what people want most? Julie Niehenke (The...

If you want to spend thousands of dollars on furniture that breaks in less than a year, rude patronizing customer service, zero communication and overall complete unprofessional service, this is the place for you!

If I could give this store negative stars I would. I went in a year ago to buy a new headboard, recliner, loveseat and kitchen table and the buying process was amazing, however, after I paid for my furniture is where the problem started. Kyle and Kent were the people who "helped" us through this process.

They gave me delivery times of 4-6 weeks for everything and also guaranteed that all the items I purchased were in stock. After 8 weeks of waiting and no call from the store, I called them and found out that I was lied to just so that they could make the sale and that they did NOT have my items in stock and that they needed to be sent in from the manufacture and that it would be another 4-6 weeks. Another 6 weeks goes by and still nothing! It took MONTHS for my items to be delivered.

My kitchen table is already falling apart, and my loveseat is now broken. I paid for a warranty on the love seat, and I went into a battle with trying to get the store to fix it. They kept insisting that the wooden frame was broken when I specifically told them that it seemed as though a metal piece broke off the bottom. They claimed to have fixed the issue twice and it took WEEKS and the couch is (and again, zero communication from the store) still broken and now I have to wait several weeks for a new one to come in.

My hope in writing this review is that this location gets additional training on their very poor customer service skills and their overall professionalism. I understand that the quality of the furniture is out of their control but the overall experience was extremely overwhelming.

Please do better to your...