Furniture Row — Local services in Tyler

I want to start my review by saying I purchased a sectional sofa January 30th from a salesman named Lawan and this review has absolutely NOTHING to do with him or his customer service skill. He was patient and a joy to work with and knew the reason we had driven over an hour to shop at this store was bcz of my daughter and son-in-law raving about both of their experiences with your store buying a bedroom group and a living room group after buying a new home. That being said...now for the reason I’m rating the Tyler,Tx store the way I am today.

When I bought my sectional on Saturday I found a coffee table I liked but wasn’t sure of at the time so I drove over an hour back to the store today with a couple of quick questions and to pay for the the table. The man who assisted me today is the REASON for this review. As I said I had a couple of questions the main one being would I be charged for a 2nd delivery fee or could the coffee table be put together with the sectional and all be delivered at one time and/or if that wasn’t possible could we just be notified when the table was available and have either ourselves or our daughter and son-in-law just run by with a truck and pick the table up. At first my daughter and I were assured that these options were fine. I also asked if Lawan the salesman that had been so great to work with could receive credit for today’s sale since he really was the reason for returning. At first I was told no he was off that day. I then asked if a manager would be able to make that possible and was quickly informed he was the manager (used car salesman vibe complete with food on his shirt) and once again no it wasn’t possible when I asked when Lawan would be back the story changed and suddenly he was out of state on vacation for 10 days. If he was on vacation why not just say so and why stress to me that Lawan was out of state? When I made the comment about Lawan being off that day I was then informed it would be 2-3 weeks and he wasn’t sure during that time frame when Lawan would return.

After that I decided to ask about the delivery fees one last time at which point I was told that if the furniture didn’t arrive at the same time that yes...I would be charged a 2nd delivery fee then stating my previous purchase would be 4-6 weeks for delivery instead of the 3 weeks quoted by Lawan. Needless to say I replied, “No Thank You,” and left the store.

My husband and son-in-law both told me that I need to just cancel the sale on the sectional and not go back. The ONLY reason I haven’t done this yet is bcz I have been looking at living room furniture for a year and finally found EVERYTHING I wanted ie: fabric, color, features, style etc...in this specific sectional. Not to mention Lawan had assured me that if there was any problem with the new sectional as long as it was within 24 hours there would be ZERO issue with a return and/or re-order since I work 12 hour shifts in an Emergency Room and might not even be home when the sectional is delivered and set up. Why is there no consistency with sales and service? Do I now need to worry that if there is an issue upon delivery and setup nothing can be done? Are all of your sales associates also a store manager? I’m totally disappointed with my...

I’ve never been so bothered with service in a store. First, I walked in with my mother and was not greeted at all. I was in the store for about 10 minutes before even having any contact with someone that worked there, and that was him telling us “excuse me” as he pushed past us. I understand being busy, but a simple “hello, we’ll be right with you” goes a long way. A sales woman walked right past me to assist another woman and was clearly going out of her way to avoid us. My mother finally became frustrated and left the store, but I stayed and continued to walk around because there was a bedroom set my boyfriend sent me in to look at and purchase. Finally after about 20 minutes (I have time receipts from messages sent to him while there about time going by while not being assisted) I went to the mattress section and was helped by someone there. He was the ONLY polite person in the store, and genuinely tried his best to help with a section he knew little about! There was a group of four men behind a counter he asked to assist me, and they all seemed bothered by his request (facial expressions and how they looked at me). Now I will say one of them was busy with someone else, but two of them were not and the other was wrapping up with a customer. It seemed they started trying to find something else to do in order to avoid helping me. The mattress guy tried to make excuses for them to make it seem better, but it was evident they did not want to help me. Finally someone seemed to be coming to assist, but proceeded to attempt to walk past me. The mattress man asked him to help me but he stated that he needed to do something else first. When the mattress man persisted, he did stop to help but was very agitated. He didn’t even try to walk with me to the section where the bedroom sets were. He just started rambling off what he had available in store. Then a sales woman came and interrupted him to say she needed help with something, and he left to go do that! I may not have been super dressy or anything like that but I was more than willing to spend money that day. I just moved to Tyler Thursday (was in the store Friday) and need furniture. I visited several furniture stores (trying to price furniture and not make a hasty decision), and I was greeted, helped and assisted even though they were busy. How I was treated here makes no sense to...

I DO NOT recommend Furniture Row to my worst enemies! Trust your own research and do not allow the floor sales person, including the manager, to give you advice on furniture and materials. My husband and I went to Furniture Row in Tyler, Tx in February 2022 and ordered a custom couch. We were VERY clear that we needed a couch with the material that could hold up to toddlers and pets. We did not receive our couch until July of 2022 and within 3 weeks we were noticing the fabric fraying and pilling. Contacting customer service was not easy and it is done all through email. The solution was sending a fabric shaver. DID NOT WORK! Its an expensive couch and it looks like a hand me down couch found at a garage sale! I am embarressed to have guest see this couch. Well, with continued conversation with customer service via email, they requested even MORE pictures to which they sent out a third party furniture tech who told us one thing and then told Furniture Row something completely off the wall wrong! After 27 correspondance emails accross 4 months, they will not correct the defected product and said for us to just purchase a different fabric shaver. WE WILL NOT BE USING FURNITURE ROW EVERY AGAIN! VERY DISAPPOINTED!

RESPONSE TO YOUR REPLY BELOW FROM MY ORIGINAL REVIEW:

I was hoping that you would be sorry we are unhappy with (starting at THREE WEEKS, NOT 5 months) the material your salesperson told us would be hardy. And that it now looks like a Chia pet even after thorough use of the "de-pilling" device that your "third-party repair company" representative literally told me would not work after telling me that the dogs that are not allowed on the couch were why it looks like a Chia...