Furniture Row — Local services in Springfield

Furniture Row, more like Fraudulent Row.

I’m writing this review on behalf of my family, because I don’t appreciate the way this business treated my grandparents.

We all moved to the area from out of state. They recently purchased a home and had to start completely over furniture wise. They chose to do business with Furniture Row at the end of April and unfortunately I was not able to go with them. Their salesman Cody told them it’ll be in the company’s hands in around two weeks but “we always say a month to be safe”. Except for their custom ordered couch.

They never did receive a call when furniture was received. They had to reach out to the business every single time. The delivery days were nothing anywhere NEAR the anticipated dates. They started getting pieces of furniture at the end of MAY. They were told by some other salesman that the inconvenience was due to overselling on Memorial Day. Seriously? Soo, did you guys sell their furniture that they ordered back in April??

The couch is such poor quality it feels like an outdoor waterproof cushion. There is no “comfortability” to the couch. The pillows also feel like they belong to outdoor furniture. They ordered a colorful “meadow” print but received something that looks like it belongs in a dead flower patch.

The 6 pillows that were to come with the couch, only 4 were delivered. We asked for the other 2 today in person, and they conveniently didn’t have them. They’d have to order them again and didn’t have an estimated time frame for that either. There is no such thing as an “itemized” breakdown of cost to be reimbursed for said pillows. I find that a little hard to believe. My grandfather asked to be reimbursed for those pillows. Cody stated “we can’t do that, we aren’t even supposed to refund for the delivery fee but I did that.”

The leaf on the inside of the dining room table is cracked very visibly.

I spoke with Cody weeks ago after seeing my grandparents visibly upset after this entire stressful situation. He promised me he would reimburse the delivery fee. Today I went in person with my grandfather to get refunded for their bedroom furniture that they never received. He conveniently “forgot” today to include that on the screen showing the refund until I reminded him of our prior conversation. I didn’t even finish my sentence before he “remembered”.

To say the least, avoid this whole “Row” at all costs. The furniture is all poor quality along with their customer service. I know I’m missing a lot more major details but it doesn’t matter at this point. I’m so disgusted with this...

I have to give a big 'shoutout' not only to Furniture Row for their great selection, quality of furniture, and competitive price, but especially in their quick response in taking care of a couple defects we found in the furniture we purchased, and most especially their selection of the furniture repair folks. Two weeks ago we bought a new Lazy Boy electric reclining couch and loveseat with phone charger and plug in's in the loveseat . With the open floor plan of our house the electric cords had to be plugged into two electric outlets in the hardwood floor the builder had installed. I purchased two rechargeable batteries (not cheap!!) so I wouldn't have to do this since I couldn't hide the cords and they were very visible. As soon as we began using both couch and loveseat we noticed a loud clicking noise when the seats would recline and come back up, as well as a defect in the corner of the loveseat where the leather attaches and a couple stitching defects where the leather was sewed. I notified Furniture Row a couple days ago who sent out a repairman. A representative from his company, Christina from Finishing Touch Furniture Repair, contacted me immediately and the repairman, Dominick, stopped by today. He had everything fixed in about an hour. Awesome!!! Dominick listened to the noise and sat in the seats and reclined back and forth a few times. He knew exactly what was wrong....adjustments to the mechanisms at the bottom. He adjusted the mechanisms and fixed the workmanship defects in the couch and loveseat. He also knew how to hide the cords inside the two sofa and loveseat and use the floor outlets so I didn't need the two batteries. I can now send these back to the other company I bought them from for a full refund!!! Furniture Row sure did the right thing in sending Dominick from Finishing Touch Furniture Repair out. He is an awesome repairman - he knows his stuff; experienced; fast; very knowledgeable; very friendly. Probably the best we've ever had to come and fix something like this. He went above and beyond in figuring out how to use the floor outlet so I don't have to have batteries than run down and have to be recharged. I don't usually write this much about a furniture company and especially a repairman but honestly, I'd give Dominick and his company 10 stars if I could. I highly highly recommend him. He's an...

My lady went here to get a bedroom set which the manager Andrew let her mix and match things didn't have any issues about doing that he wasn't pushy or rushing her . Unlike a other company did which they acted like they was upset when she didn't want some items and she did get a good deal on a living room set . So we told others about this other company omg we sent like 8 people in to get living room sets etc etc . And wow the 8 people said that Ashley's was and a quote the rudest in sale persons they had ever met . Again Ashley of Springfield. But seems like Andrew at furniture row seems like a caring person and the type that he wants to only make his customers happy and will literally do what he is able to make a customer happy . So she had a fantastic experience at furniture row and can only say if anybody else is needing or looking for home goods please try furniture row. And we both hope you all have a fantastic experience also . That manager was named Andrew very fabulous and made her experience fantastic and unlike Ashley's which it's wow took over a month . Not at furniture row maybe 2 weeks give or take wow very impressive. Now again not saying it will be like that in others and maybe depending on brand that you're getting also but they will do everything they can to get your products in as fast as they can . Unlike Ashley's said 2 and half weeks literally over month and a half . Yes I did say a month sorry. And then they was pushy on items had to go back multi times to do this and that being info wasn't right or was always some excuse. From now on furniture row we be on the top of the list . Thanks again Andrew...