Furniture Row — Local services in Springfield

The only reason they got 4/5 is their inability to move a little on cash pricing. Maybe that doesn’t matter to most, but for me it does. I’ve broke down my review into categories for clarification.

I’ve shopped here several times and as a returning customer was in the market for a new couch, ottoman, chair, kitchen table with seating for 6+, and bar stools. We just bought a house and need lots of furniture. I brought cash with me to purchase all.

Selection: 5/5 stars Great product options. Not only a variety of types of products but with couches for example several customizable features including layout and fabric colors and types. I did not see the same at competitors as it was mostly you get what you get and to capitalize on a sale you had to buy at that size. Furniture Row was more reasonable from allowing leverage on selection.

Salesman: 5/5 stars I dealt with two salesman. One in furniture and other in kitchen.

Brendan, my furniture salesman was awesome. Very patient, answered all questions, and even came in on his nonscheduled time to help me with selection. He was honest and clear, even moved furniture around in the store so I could see what a different ottoman would look like with my couch. Gave great recommendations and listened to my requests. Would absolutely recommend him.

Kendall, the gentleman in kitchen area was clearly newer so there was some coaching from myself and his manager on day of purchase but ultimately had a good experience. His manager was amazing and very patient with him and helpful to me. I wish I remembered her name but I don’t, but she was awesome.

Price: 3/5 stars I wasn’t super excited about cost. The couch is a 10’6” x 10’6” sectional with deep seating and very comfortable. Cost was $3600 on sale but no ottoman included. Maybe long term the quality will prove worth it, however it’s still a lot. In comparison a 14’6” sectional at a competitor was on sale for same price but with an ottoman. Again, could come down to a quality thing but we will see. The salesman’s honesty and understanding of my wishes was what sold me to shop here. They were also having a sale where every $1,000 you spent you get $100 off. The table and chairs were reasonable.

I ended up around $7,000 cash on products here and they did not negotiate, which leads to my lowest rating. They didn’t budge on price. Not an ounce. I offered $100 bills in hand and the manager of furniture side, Justin, wouldn’t even so much as do a $80 discount to make me feel good about spending so much of my hard earned money. I was literally going to walk on principle and he offered free delivery and setup instead of me coming to pick up with my trailer, he claimed $299 value. I accepted this to help me out from moving but still didn’t feel great about their lack of any movement. Again, I fully understand some folks may not see this as an issue but for me, cash is king and to avoid financing and be able to hand them guaranteed cash should be worth something!

Overall Experience: 4/5 stars

I work in a family owned business of over 25 years. Returning loyal customers are what keeps us in business, so to me, I prefer to shop with loyalty. That’s my only sticking point with this company and my experience. The managers inability to recognize a loyal customer, and make a deal happen over $80 even, was very discouraging. Had I been the manager in that scenario I may have even pulled $80 out of my pocket to make it happen, that would secure not only a loyal customer but one for life. Ultimately he did free delivery but again, that was less important to me monetarily than the principle of appreciation of my continued business. All in all Furniture Row will likely continue to see my business, employees like Brendan being the driving factor, as his commitment to my purchase experience, honesty, and overall positive attitude helped me feel confident in spending $7,000 of my hard...

To be honest, I really like the quality and the merchandise/options that furniture row has to offer. But I cannot stand the way they run their business. I ordered a comforter set about a month ago. I was told it will be here in five to seven business days. Perfect! After not hearing anything, I called multiple times to try and get a tracking number- which I was never given. They said it got back ordered and should be restocking in a few days and they said that it will be in the store the next week. In the meantime, my best friend had ordered the same comforter set about a week after I did. I called the store to check on my bedding and they still had no idea why it wasn’t coming in. My friend calls me and tells me that she had already received her comforter. So I go into the store and speak with Sean who is very helpful and has tried so hard to help the situation. The comforter is still not there and at this point I’m ready to cancel my order. Sean tells me that the comforter will be in, in August. I ORDERED IT IN JUNE. While I am trying to be polite, but I’m clearly a bit irritated, poor Sean has to sit there and apologize to me for the company’s mistakes. There was no compensation for my time or frustration. There was nothing but apologies. I don’t know if company policy is to not take care of their customers but it’s especially bad when your employees aren’t empowered enough to make a situation right. I will also say that I ordered several other items at the same time as the comforter and I received those after I called the store multiple times and no one picked up. And finally when I did get ahold of someone they said my other items had arrived to the store on Monday- it was Thursday. No one thought to call me. Jalen at sofa mart is also very helpful and polite and nice. He is always very professional and friendly when I visit the store. But I shouldn’t be in there so often that he knows my face and name. And the only reason I’m in there is because I’m trying to hunt down the items that I’ve paid for. I think this company needs to definitely look at the way they handle things with customers- especially...

I went in looking for some furniture for my bedroom. Noticed a sign that said 15% off everything and if on clearance an additional 15% off would be taken off. Found a couple of items on clearance and talked to them about it. Left and came back after doing my research. Decided the extra 15% would be an ok deal. Talked to the salesman and he informed me I would only get one 15% off. I said the sign says different, he agreed that I was correct but still said he couldn’t do it. He went to one of the guys behind the counter I assume was the manager and asked. They said no. I gave him one final price that was inline with the two 15% off deals and they still said no. I will not be back to their store, due to the false advertising on their in store signs. Be very conscious of what you are buying here. They seem to have shady practices in my opinion.

1 star still stands after contacting them as they requested.

Told them what happened again in the email as stated above. The sent me a flyer that was totally different than the sign in the store. The emailed flyer did indicate the minimum purchase to get the additional 15% off and again their own employee agreed I was correct about the in-store sign. The store sign was just words without a picture of the larger 15% off like the one sent to me in email. I stated they were different in my email back. Here I am a week later waiting on them to call me back after stating they would check with the store about the items....No response......

They basically told me I was confused and asked if I still felt I was entitled to a discount. I felt like they were being a bit condescending. As I told them, I'm not going to ask for a discount for anything at this point. I left this review because they falsely advertised this in the store, but that's my opinion of it. As I said before, be very careful at this place.

Quick response to the online original post, but nothing has been done since. I'm not asking for anything from them, just correct the signs in-store and make it match what you send in email so other customers can benefit from...