Furniture Row — Local services in Waterloo

My review is very similar to others. Went in and ordered 2 recliners. Just moved to a new house and we don't have any furniture. The basic idea was to get the chairs, take a look at the usable space, then go back and order the rest of the pieces. Called 2 weeks later to arrange delivery. This was a Monday. One chair was in and one chair is in Mississippi at the Warehouse. Cool! Will it be here this week? Truck comes on Friday and was told to call on Wednesday after 3 pm to see if it made it on the truck. I asked pointedly if they can make sure that the chair is on the truck. I was told they will send an email. I called Wednesday and it was not on the truck. So I headed there Thursday to pick up the one chair that was in. See, they won't deliver the order separately. I would have to pay another $89 to have it delivered. Remember, they told me 2 weeks. So now I'm in week 3. I called Wednesday and the chair is still not loaded on the truck for Friday. The chair exists, it's in the Warehouse, but they can't seem to find space or time to actually put it on the truck. Now I'm left with hoping they put it on next weeks truck. Did I mention they already have full payment? That's the catch, you pay with a certain expectation. They say 2 weeks, you want 2 weeks, but they just can't seem to back that up. Please remember, the chair is sitting in the Warehouse. Just can't seem to get them to put it on the truck.

Update

Dear Jennifer B., Furniture Row Digital Community Coordinator,

No, I will not go to your support page and complete more documents. You have my name. You have what is called an Information System. You have enough data at your disposal to properly locate my account and contact me. Writing a response to this review like you are adequately responding to my current situation is nothing more than an attempt to present yourself as a company that cares about your reputation. As of this moment I have not heard from the manager of the store. Who is very aware of the situation! I have had polite conversations with my salesperson Blake who seems to be the only one actually trying to remedy this. Thank you Blake! As for the rest of the people at Furniture Row who can actually do something about this, silence! So please, don't reply to posts. Get busy solving...

Very friendly sales associates and not pushy. BUT that's where the good part ends. They charge for local delivery (I literally live 3 miles from the store and it's the same price whether it's 3 or 30). We had to wait several weeks for the furniture to be delivered. When it was delivered, there was a small piece (accessory) missing. They said they would call when they have it. After 3 weeks of not hearing anything, I called. They had me come in and gave me the piece off the floor model. When I was there, I showed them that Nebraska Furniture Mart had the same collection for several hundred dollars cheaper. Since they have a 200% price guarantee, I asked them to consider this. The sales person said that is a different brand, and has different features (though it doesn't--it has the same exact features). To be fair, she said that the set we bought was on sale now and so she credited me to the sale price. Still, I think they violated their own price guarantee. But whatever. . .

Also, within a few weeks of having the furniture, the arm on the recliner broke (wood cracked). This time, they came out to fix it (I demanded it, having paid for both delivery and warranty, I wasn't going to deal with taking it in). But their idea of fixing it was taking the arm off of the floor model and replacing mine with it. So I have two floor model parts, but paid for new furniture.

But wait, there's more! Last week, the wood from the recliner arm cracked again! In addition to that, there is a rip in the underpart of the sofa, and a little stuffing was hanging out.

We bought a sofa and recliner (Enterprise collection). It is crappy, cheaply-made-in-China furniture. Except it wasn't that cheap in price. It's a purchase I've truly regretted, and we've only had the furniture for 5 months. Prior to this set, we had a sofa and chair and a half from Slumberland that we had for 8 years and was still in super shape when we got rid of it (we just redid the living room and wanted something different).

Bottom line: I will NEVER shop at Furniture Row again. They are the Walmart of...

Ordered my couch in September and was told, understandably, that wait times are high currently due to COVID. They said it would be 12-14 weeks so I expected delivery before the end of December. Here we are in March, 25 weeks and counting and still no couch. No update from them unless I call. Every time I call I get the same answer, “You might get it next month.” Then they changed it to, “It’s at the distribution center so we should get it any day now.” That’s been the status for over a month. A few days ago they told me that maybe it’ll be on their truck this Friday. Then he dismissed me with a “Have a great day” and hung up. If it’s not on the Friday truck then I’ll be canceling it and taking my money elsewhere — I don’t care if I have to wait another 5+ months for a new couch. As stated in previous reviews, the purchasing process is great but you better make sure you won’t need anything from them again because once they get the sale they do not care about customer service.

Edit in response to the company’s response below: I understand the entire world is impacted by this pandemic and many many factors go into this whole process. My grievance is not with the delay, it’s with the way this company is handling it — or not handling it, in this situation. No communication or notification to inform me of the continued delay, and any time I call I’m strung along with excuse after excuse. Take some ownership and take care of your customers.

Update: I canceled my order and the process was fairly smooth thanks to Brandon at the Waterloo location. He understood my situation and helped me out. I would still caution anyone looking to order from this company as it might take half a year to get your furniture, with no notice or updates from...