Furniture Row — Local services in Yuma

I got a couch here from the floor for a floor discount. When I bought the couch and scheduled the delivery with them I was not told that one of the seats from the sectional which was a recliner with no arms was broken and that I wouldn’t be getting it. I even paid for it and it showed on the invoice. Then the day comes they deliver it and they had replaced that part of the sectional with a couch that did not recline at all. I was never told that the other couch , WHICH WAS MORE EXPENSIVE AND I WAS CHARGED FOR, was broken and that I wouldn’t be getting it. They then tried to gaslight me and say that the floor model I got never came with a recliner. I KNOW it came with the recliner because THEY CHARGED ME FOR IT, ITS ON THE INVOICE and secondly it was the sole reason I bought this couch from them because the other couches that looked very similar to it that I saw at Ashley furniture did not recline. So after they tried to gaslight me and try to say it never came with the recliner they admitted they had it and that it was broken from the back so they deliberately decided not to tell me, and still charge me for the more expensive model. I wanted to return the entire sectional after that experience but i couldn’t because it was too late to order one from somewhere else because it wouldn’t get here before thanksgiving. Alec showed me the couch and was great. Then when I went back Alec wasn’t there so the assistant manager closed the sale with me. The fact that the assistant manager Jesus Lara failed to disclose this had me fuming and the fact that after being on the phone with the Manager Maxine she wanted me to pay even more for them to order the recliner I HAD ALREADY ORDERED AND PAID FOR. She said $600 MORE then we said no that would be the price because we already paid for it and she said it’s because it’s brand new and the the floor model so we have to pay it out of pocket. The whole situation surrounding this couch was so slimy and sleazy the way they dealt with everything. It’s very unfortunate because I had planned to get a dinning room set and a few bedroom sets from there but now I know not to and I’m writing this review to urge anyone who reads this to avoid coming here. If you see something you like FIND IT...

I visited Furniture Row to buy a couch but ended up purchasing two bedroom sets for my kids. One of the bedroom sets was discounted because they were selling the floor model. I asked if I could buy it brand new in the box, and the salesperson agreed but said he would have to order it. I went ahead and made the purchase.

Two weeks later, I drove 45 minutes to pick up the furniture. I waited until my days off from work to assemble everything. However, I discovered that one of the sets I had picked up was different from the one we had seen on the floor.

When I called to inform them about the discrepancy, they made it seem as though I should have known that the floor model was different since the salesperson hadn’t mentioned it. They explained that the one on the floor was a one-off and that they don’t sell it brand new like it’s displayed. This explanation didn’t make sense to me, especially since the salesperson hadn’t mentioned anything.

To make matters worse, they asked me to return the furniture or charge me for the pickup. Since I was returning it, I wouldn’t be able to get the discount they had applied to my account for the other item. Either way, I was left feeling frustrated and disappointed.

To make matters even more frustrating, my sons’ room is now under construction, and I don’t know how long it will take to be finished. They had made a mistake and didn’t rectify it.

I will not be shopping at Furniture Row again, and I strongly advise others to avoid doing the same. They should be held accountable for their actions and provide better customer service.

Thank you, Mr. Reyes and Manager Lupe, for wasting my time and causing unnecessary...

Buying furniture from here is a relatively easy experience. But hope that's where your experience ends. A switch on my couch broke in late January. I asked them to fix it and since it was under warranty I was fully in my right to ask. The $49 service fee was questionable but I brushed it off. They ordered the part and said that they will call me once it's in. 5 weeks later I come back into the store and ask what is going on. Turns out no one actually ordered the part and there was no record of me paying for the part. I told them my couch is under warranty. Why would I pay for the part. This second person then said he would correct the issue and not take any money until the part is ordered and he "ordered it" several weeks later, covid hit. So there's nothing I can do. Come August of 2020. My wife calls and asks if we can get our couch repaired and the manager states that our couch isn't under warranty. We informed them that we had requested service at the beginning of the year and now we're told it's not under warranty? (Mind you, I was informed that mechanical defects are covered for three years, and I've barely had this couch for 2.) She understood and sent over a couple gentlemen to look the the couch and decided the best course of action is to take it in. They were highly professional in this part of the process. Once taken and a week later we ask for an update. Turns out the day after our couch arrived at the store. The repairman (apparently the only repairman) left for vacation. Now we're out of a couch on week three and have no idea when this circus is going to end. This place is...