Furniture Row — Local services in Town of Grand Chute

We paid $1450 for two recliners on May 26th and was told that they were in stock at the warehouse and would be at the store in a week. After a few unexplained delays, we finally received them 72 days later on August 6th. Since we had been told that they would arrive so soon, we sold all of our living room furniture the next week. Imagine our surprise when we received a call a few days later stating that it would be a couple more weeks. And then the frustration a couple weeks later to be told that it might take a couple more weeks. And then a couple weeks later saying that it will be around the end of August. Then they called around July 30th to say that they were at the store but couldn't be delivered for a week or more because their delivery people were all on vacation. After a week of having no living room furniture because the chairs that were at the warehouse mysteriously disappeared, we were forced to buy a recliner loveseat at another store that actually had it in stock for $1700 because of Furniture Row's utter failure. My wife called on July 31st and asked what could be done to compensate us for their delays. She was told that the kid who sold them to us wasn't in that day and he would call us back. After a week of not receiving a call, my wife called again to ask for reasonable compensation because we had to wait almost 3 months for the chairs that had been in stock at the warehouse. Nathan informed her that it hadn't been 3 months. It had only been two and a half months and that we bought them for 10% off. His offer for the inconvenience... $53 refund of the delivery fee. My, how generous.

My solid recommendation, only buy from Furniture Row if they have the items at the store. If they are "in stock at the warehouse and will be at the store in a week", go somewhere else where you can actually have what you pay for in a reasonable timeframe.

The initial salesman was nice. He smelled a nice commission.

The people making the phone calls were friendly, but did not apologize for the delays. It wasn't their fault after all.

The people that delivered them were nice. They weren't surprised that we had a long delay, and implied that it happens a lot.

Nathan wasn't rude, but he was dismissive of our complaint. "Well actually, it wasn't almost 3 months. It was only two and a half. And you bought them for 10% off." What a jerk. Definitely needs lessons in customer service.

I wonder if it might be worth more to us than the generous $53 refund to spend some time walking around their stores and tell many many customers of our experience and recommend the other furniture store that treated us very well and actually delivered in two days. Hmmm....

WARNING! DO NOT BUY LEATHER PRODUCTS FROM THEM!. Disappointed. We were sold 2 "leather" chairs about 9 months ago. I declined their leather protection package because I do leather work myself and have cleaning and conditioning products that are (in many's opinion) the very best on the market. (Obenauf's Leather Conditioner & Obenauf's Cleanit Leather Cleaner). I've cleaned and conditioned the chairs quarterly since purchased. As you can see in the picture, the surface coloring has worn off where the head would rest. I called to talk to the store manager (Joseph B) and expressed my concern. He told me I was out of luck. Their exact words via text: After after having the pictures reviewed by the store manager we have concluded this looks to be fading due to sweat. The oils and salts from sweat can fade the coloration on leather if not cleaned off properly. Unfortunately this is not covered under warranty. I told him I have many leather products (jackets, belts and other chairs) that have taken much more abuse than this and they look nothing like this after 10-15 years of wear. I told him I purchased these chairs because I wanted chairs that would take on that naturally worn patina we all know in leather products (like my other leather products). This looks like cheap synthetic that has had a topical coloring removed. He claims that cleaning and conditioning would have stopped this. Wrong. I did. He dug his heals in without offering any solution or remedy. Just another example of a box store company who are quick to take your money and slow to stand behind their products. Not that it should make a difference, but we've spent THOUSANDS at their store. Beds, couches, chairs, pillows, mattresses, etc. Obviously, they've lost a customer and this is why big box stores are dropping like flies. MOST IMPORTANT: WATCH THEIR RESPONSE BELOW. They will defend, defend,...

We have had such a terrible experience.

1st: We called twice to make sure our patio furniture and "leather" chair were ready to be picked up - and they assured us everything was available and ready to be picked up. 2nd: When we went to pick up the items the "leather" chair had not been repaired (Kendra, the store manager, promised us that the scratches on the chair would be repaired and looking brand new when we received the chair), so we did not pick up the chair at that time (only the patio set). 3rd: When we were putting our patio set together, they forgot to give us half of the pieces and hardware!!! So we had to wait over 4 hours for someone to get us all of the correct pieces. 4th: We had to call 5 more times before we even got confirmation that our chair was repaired/ready. 5th: When they delivered the chair it WAS NOT FIXED!! Plus, we noticed Kendra lied to us - she told us we were getting a genuine "expensive" leather chair....When we flipped the chair over it clearly says that it is a synthetic! We're not sure if she is just incompetent or was deliberately trying to screw us over. 6th: When I called Kendra to talk to her about the chair she said "oh, let me look into that, I thought it was a leather chair"...then she promised me she would call be back within a DAY...tomorrow it will be a WEEK and this still...