Furniture Row — Local services in Waco

I was hoping to provide a good review here...it was looking like we could have, but then the salesman lied and failed us for the second time.

We purchased two chairs and chose the fabric for special order. First order was placed 9/30. At the 6 week mark, we were told our chairs arrived with the wrong fabric.

Pressing further, we were told that the factory thought our choice wouldn’t look good so they canceled the order. This was seriously the most outrageous thing I’ve ever heard. That’s like ordering a burger and the cook takes it upon himself to make me sushi cause he thinks burgers are nasty.

We were finally told that they could not use the fabric on the chair we chose.

We went back to look at other options and were assured that the new chair we picked would be able to get the fabric we wanted. Justin, our salesman, even “verified” with the vendor that the order could be filled. We even upgraded from the original two chairs, spending considerably more money!

Two weeks later we are now informed again that we can’t get the chairs in the fabric of our choice.

Justin, our salesman lied to us twice.

Ashamed to say I trusted a salesman in a furniture store.

Even more ashamed to say that this was our first experience with Furniture Row in Waco.

Albeit, it will be our last.

We are receiving a refund on the purchase of course, but that does nothing to fill our living room before Christmas.

Unfortunately, I still have a leather reclining sofa from the same original visit that we purchased. I think it’s safe to say that any warranty work we may need we will face the same level of low integrity we’ve been handed. I say that we will need warranty work as more of a prophetic statement as I am sure the quality claims are lies as well.

Now to sit and wait for this Jennifer B. to respond to my review and see how much deeper their redicously poor customer...

I can honestly say my recent experience with this furniture store has been one of the best. I stopped by on a Wednesday to see what beds they had available. From the moment I walked in I knew that customer service is one thing they strive for, because I received a friendly greeting followed by an apology for having been caught in the middle of sanitizing. After seeing a bed that I fell in love with, the lady behind the desk demonstrated great customer service by taking the time to patiently provide me with any and all details that pertained to the bed I was inquiring about. The following day I returned with my husband to show him the bed I wanted. After receiving the the same friendly greeting, Mr. Alvidrez introduced himself and offered to help in any way he could. I particularly liked how he presented himself but did not pressure us in any way. Despite it nearing the time to close, which had me feeling embarrassed, and problems with their system, Mr. Alvidrez reassured me that there was no problem and took his time in helping me create my credit account. Furthermore, Mr. Alvidrez provided my husband and I multiple options for purchasing the bed I wanted that could potentially have been beneficial for us. As there were system problems continuing and I still wanted to think things through, I finalized the purchase the following day which was smooth, quick, and easy. I am seldom this satisfied with any location, but I feel that the quality of customer service I observed at this location was worth my time in writing this review. Although I have not tried out the furniture itself, it appeared to be sturdy and well built. I will, however, return with a following review once I have tried out...

Purchased this table in January, haven't really used it but twice. The peeling is on the side no one sits at. My coffee table I haven't had but 9 months the leg at the bottom is detached/broken from the table. I messaged FR yesterday and today no response. I messaged the store manager, no response. I have protection on both pieces but seems they don't want to respond. Posted this review 4 weeks ago**

** updated as of May 23rd. We still havent heard anything from Furniture Row in regards to either pieces. I've texted their text line and no response. We paid for a protection service for both pieces and they seem to be avoiding honoring the service they charged for. I will report this to the Better Business Bureau as well. I want a refund on the protection plan for both pieces if they won't honor it.

Buyer beware! For something that costs hundreds of dollars, it is clearly cheaply made.

06/05 filed a complaint with the better business bureau, we gave the company time to honor the warranty. Don't take any word from the sales person, read over your invoice carefully before you purchase. I didn't and they added a "90 day" warranty to the receipt without any signature or acknowledgement from me. Purchased in January but delivered end of February beginning of March, I messaged them in April and they are claiming it isn't covered. Newer photos below from correspondence with furniture row. Bubbling paint clearly shows a defect with the paint or material or both which lead to paint chipping off on its own.

Good luck to any future buyers who attempt to get any repair or replacement on your furniture you bought. They don't give good customer service and so far haven't honored...