Furniture Row — Local services in Springfield Township

I have been in this store multiple times and have had very hit or miss sales people. But when we showed up on Black Friday afternoon, we worked with a wonderful person and bought a couch and recliner that had been returned because apparently the delivery people brushed by the door of the house they were taking it into, and the customer no longer wanted it. The price was great and the marks were small so we took them - with the caveat that I had some work to do in our living room before an upcoming surgery - so we’d be picking things up at a later date.

They agreed to take the backs off, fully wrap the items, and put them in the back.

I showed up yesterday to pick these items up. The kid who helps load carelessly dropped someone else’s bed that was back there (it was after that we were kindly asked to wait outside for them to bring the pieces out).

When the recliner came out, the back was still on, the item was only partially wrapped, and it was evident that the foot brushed by something on the careless trip out, marking the leather. I made sure that mark would come off, and mentioned that I was told the back would be off and these would be fully wrapped. The manager apologized, had the kid take it back in, had the back removed, but the chair was still fully exposed underneath.

Then two other guys came out with the couch, the same “not fully wrapped” issue continued. As they lifted the couch off the dolly, they dropped it on the concrete, before finally getting loaded with our help.

None of this was ideal, but I already knew there were a couple small marks, my surgery is next week, and I had help to get this home and in my living area.

Today as I was assembling the two pieces, I realized why they did not removed the backs as they said they would - hidden between the backs there are areas where there is further damage and spots where the leather is ripped through.

Because of my procedure, and because I bought in “as is” condition, I am likely stuck, but I wanted to share this experience before anyone else spent their money...

Nice furniture and good prices but that was a bit tainted by a very unprofessional customer service experience with Lisa in the dining shop (not the Lisa who is pregnant). My husband and I drove to the store in Mansfield on 4/25/21 from Delaware to check out an oak table top that was missing its base and significantly reduced in price..we thought it’d work with our existing table base. The table appeared to be acceptable and we decided to grab it but, after we paid for it and went to load it in the car, we noticed the table top wouldn’t close flush and we were trying to determine if it was a defect or something else. Lisa approached us and very sternly and abruptly said that Andy the guy who was helping us take it to the car had a lot to do and we’d better decide right now whether we want to take the table or return it! We were completely shocked and said to take it back. Prior to this we hadn’t decided but this sealed the deal. Then Lisa proceeded to scold me saying she told me several times over the phone that the table was defective and that’s why it was so cheap! This feedback doesn’t do justice to describe the scene Lisa created and how condescending and rude she was to us. Furniture Row should be cautious to keep her around if they don’t want her to treat other customers this way. While we realize salesman typically work on commission and this wasn’t probably worth her time to help us, this behavior was completely unacceptable. A very...

Great experience shopping at FR. I was greeted when I came in, but given space to explore and they checked in without making me feel like I was being followed. I went in looking for a sofa I saw online, which I didn’t end up liking in person, but Courtney showed me multiple options and ideas that matched my aesthetic beyond just the initial style I was looking for. I ended up with a completely different type of sofa than I planned on, but one I like much better. Courtney asked good questions to help me find a better fit and provided information about delivery estimates, leather care, financing, and similar styles/colors with furniture I viewed online that wasn’t on the showroom floor. Courtney was pleasant, funny, and relaxed, which made the shopping experience more enjoyable. Of the furniture stores I’ve been in, FR had the most design options for living room furniture. I think the online pictures for some items in store were not great representations, since most looked better in store when I would have expected the reverse. I know this happens everywhere, but the website would benefit from some better images, so it definitely pays to go in person. Knowing that there are delays with furniture delivery everywhere, I can’t speak to the delivery process or the actual furniture yet, but the in-store experience was great and I was informed of delivery estimates for different pieces I looked at and those I ultimately purchased. Great...