Wallaroo's Furniture and Mattresses — Local services in Spokane Valley

We received a flyer advertising a sale and called to confirm that the king mattress we wanted was in stock and ready to ship. Based on that conversation, we went in person and ordered the mattress and frame on September 20th and were told 7–14 days for delivery, and that we would receive a text from the sales manager with tracking as soon as it shipped. We confirmed that timeframe multiple times before signing, since we are in the middle of moving and traveling.

A week went by with no update, so we called. The sales manager said he wasn’t sure on status but told us to only follow up if it didn’t arrive by Monday. Monday came and went—still nothing.

We called customer service later that week and after back and forth, we were given a tracking number with a delivery scheduled for the following Wednesday—already 18 days after our order date. That shipment ended up being delivered to an address we did not recognize, which was confirmed by the FedEx photo. FedEx would not open a case for us because our delivery address did not match what was on the label.

When we called back, the same customer service rep initially insisted that wasn’t possible, until I directly asked if she had given us the wrong tracking number. After being put on hold, she admitted that she had, but offered no explanation and couldn’t even confirm whether our order had been shipped at all. She said she would call back after speaking with the warehouse.

Immediately after, she mistakenly called my husband apologizing for a bad review on a “sagging mattress,” clearly confusing us with another customer. She later called me back saying she had no further information but would follow up the next day after contacting the warehouse. That was October 8th. She never followed up, despite multiple calls from us.

That same day, the sales manager replied to my husbands texts and apologized, acknowledged the promised timeframe, and said he spoke with logistics and that our order would ship on the 9th or 10th. Meanwhile, customer service was telling us that nobody could confirm any shipping status at all.

When my husband called again on October 10th after still no update despite being told the 9th or 10th by the manager, another rep said the warehouse manager was “out sick” but that she would follow up. Again—no callback. The original salesperson has since left our messages on read when we requested an update on 10/10.

It has now been nearly a month since purchase, two weeks past the promised delivery window, and we still have no tracking number, no ship date, and multiple conflicting stories from staff.

After reading other reviews, this seems to be a recurring pattern—customers waiting months with no communication while the company runs constant “last chance” and “3-day sale” advertising.

At this point, we are filing a BBB complaint, disputing the charge, and posting this review so others know what to expect. We do not recommend this company to anyone.

To clarify after the dismissive response from the company—at no point did we receive a CORRECT tracking number. We never even confirmed with anyone that it had shipped. I also don’t understand why the order was sent to the store after I clearly told customer service we would be traveling later in the week. Why would we have been given the tracking number... if my husband was called to be told it was delivered?? Being “busy” does not excuse leaving customers on read, promising a call back that never happens several times, or extending delivery to nearly twice the timeframe that was confirmed at purchase. If you’re considering ordering, take a minute to read through reviews across all Wallaroos locations—this isn't an isolated issue,...

Id like to preface this review by saying I will not be changing it, regardless of how many times they will call, email or literally come to my HOUSE to ask me to.

Our first reaction upon walking into this place was pleasant surprise. It was nice! Well lit, open, lots of nice looking furniture. That was about the end of the pleasantries.

First off, nothing here has brands except the mattresses, as far as we can tell. Actually sitting on any sofa in the building for more than 30 seconds will give the facade away. Its all cheap, with flashy, unrealistic price tags that have been inflated and "price slashed" to trick you into thinking youre getting a good deal.

Our first real dead giveaway should have been the salesman telling us to "Max out your credit limit! Literally everyone gets approved so why not!" Unfortunately for us, we fell for it. We got an $800 couch, that again, doesnt actually exist (not a single tag of any kind anywhere), they delivered the floor model to us, worn, with the ENTIRE underneath ripped to shreds. Did you think we'd just never look? 3 bolts are missing even though the delivery guys took it apart in our living room, just to put it back together incorrectly again (the exact same way) so I had to do the work we paid an extra $50 for.

As were leaving the salesman told us wed get a discount next time and his "eternal gratitude" if we left a "perfect 5 star rating. Dont mention price, or anything like that, just describe how you felt walking in". Not uncommon, but it definitely explains the phoney 5 star reviews that say generic things like "great service" and "super helpful".

A few days later they start calling, texting, and emailing my Fiancee and I asking us to sign some new agreement. We probably got 15 calls and texts between us. They were now claiming two different things, one person told us "your sofa was incorrectly marked the first time and were adjusting it (to more)" the second told us "oh its for the egg seat you also bought" uhm, what?! They were trying to get us to blindly sign an agreement to give them more money for no reason. So, we write our first review (See, Emylies).

This gets us 3 calls from the owner trying to "fix" the situation. Do you know what this guy did? He gave us a $100 off our next matress purchase. We were crying laughing. Might as well have just given us a box of Cheerios, at least then wed have something of value. But wait, theres more. A few days pass and the owner shows up at our house, uninvited and unannounced, with his CHILD (no older than 8) To personally hand us a piece of printer paper that says "$100 off a matress" and beg to us, in person, to change our review. Saying people have been calling and asking him about it, its hurting his business, etc. Imagine if you got horrible food at a restraunt, then they messed up the check and tried to overcharge you, then the OWNER of the restraunt showed up at your home to ask you to not talk about your experience and spit in your face with a bribe.

I beg anyone who wants quality furniture and a hassle free experience to just check a few other places first. Dont let this be your one stop shop. Sorry for the long winded review, I just had to let people know our experience.

Also, who is this Addie person youre claiming is part...

Further update My replaced couch has an open internal stitch with no external cause of damage and yet another broken armrest. I was told the first two replacements that the armrest was a known issue and was redesigned. It was definitely redesigned, but failed in a different manner. I contacted Wallaroo as before, but this time was redirected to a dedicated warranty "team." They said because I have had so many claims, they needed to review my claim with higher management. Keep in mind when I first had failures I asked if I had the option to just cut my losses and return the couch, and was assured that if the redesign didn't fix my problem that returning within warranty was an option.

Karley, who states she is the highest person I can talk to, tells me that the stitching is out of warranty, and the armrest will require me pay a service fee. None of the paperwork given to me, or paperwork I signed, states that I need to pay a service fee. To keep things short, I was basically told that they've been more than accommodating, her friend owns the same couch and doesn't have any issues, that the warranty is on the website which is good enough, and that they don't have any signed paperwork showing that I agreed to said warranty terms. Federal law requires all warranties to be written and available at time of purchase, yet I was not shown this warranty and they don't even pretend to care. Karley was belittling, showed her top priority - to save the company money by denying valid claims - and was generally rude and uncaring. They finally "broke" and said they would come deal with the armrest if they got a delivery in the area, but otherwise I would need to pay for the stitching repair through a third party. It's now been a month, and the update is "maybe in the next couple of months." Attached are pictures of the last time it was replaced with misaligned stitching, color variance and backrest height. Replacing the mismatched parts was the part of this story that Karley claimed was "more than accommodating" and she heavily implied that if the piece I get has this kind of mismatch, they don't care and they won't do anything about it. Take a look at the pictures and decide if you're okay with that in your home.

Update I was contacted by a manager, new pieces were delivered, they apologized and said that's not how they normally do business. The parts they delivered did not match in color, stitching line up, or even backrest height. It took a bit, but they eventually replaced those pieces as well so my couch matches again.

vv Original review vv Great sales reps but we have warranty issues with our couch. We paid extra for the warranty and after over a month I still have a broken couch and a warranty rep ignoring my texts. Tried to escalate to corporate but no response after a week. Guess I have to open a claim with my credit card. I'd...