ComplaintsforFurniture Row

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months ago I took my power recliner in to have it fixed. The next day they called and had fixed it already. I thought that was great fixing it over night. A couple days later after bringing it home, it stopped working again. So we took the recliner back. I have been told that it needs a new motor for the power buttons. It has been months and still nothing has been done. I am the one calling constantly for updates. I have been told a replacement part has been ordered and they have no way of tracking it. Was also told the part was not ordered until a week after I dropped it off. I have a hard time believing they cant not track anything. Everything today can be tracked! Several weeks and I have not heard anything. Extremely disappointed & frustrated.

  

  Business response

  07/23/2024

  We talked to ************************* today and although the item has been out of warranty for over 2 years we are repairing the piece of furniture at no cost to *****.
  The armless recliner is being fitted with a new switch today and service call has been scheduled for tomorrow 7/24/24.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a couch with two rocking recliners in it. It was delivered in October 2023. The person I spoke to about delivering it said it had to be delivered on Thursday because that is the only day they will come out to our area. I explained to her that I was being induced that day and would prefer if there was anyway to do another day it would be much appreciated, she said no. They ended up coming out the next day anyway because I went into labor early and we missed the delivery. We immediately had to have a piece fixed on it. Then again in January I had to call to have someone look at it again for another issue. The repair guy said they would have to order a part. We ended up calling in March and the person I spoke to said the part would be in next week. We waited for the call for them to come fix the couch. No one called. So May we call them again asking about this part and that person said they dont have it now but if it is not there by June 1, 2024 they would just replace the whole couch. It is now July 15th 2024 and we still had not heard anything from them. We call to check on this and now they say the part has been there. We are completely unhappy with the service we have received, the lying, and the couch we have not been able to use for the nine months we have had it.

  

  Business response

  07/18/2024

  The store manager reached out to *************** and apologized. We got ahold of the repair company and they have reached out to *************** to schedule a date to fix the issue with the furniture as quickly as possible. We will follow up with her once completed.

   

   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 year old recliner had a linear actuator fail. Parts have been on order for six months. There is no resolution in sight

  

  Business response

  07/01/2024

  Customer's warranties expired in July of 2021 (three years ago).  We are providing this part at no cost to the customer as a courtesy.  Unfortunately, the manufacturer has had multiple delays in availability of this part and we are only able to get it to the customer as quickly as the manufacturer can get it to us.  The last update we received (which was already passed to the customer) is that the manufacturer said they would ship it in early July and it would arrive to our ******************* approximately Late July.  We will continue to monitor and notify the customer as soon as it arrives.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased over $3,000.00 9f various furniture pieces for our home. The *** frame had to be downsized from a king to a queen and we were informed by our local Furniture Row rep in *********, IN that we would get a refund check for the adjustment. They said the check was mailed by corporate on 5/20/24. I never received it. The rep says that the issue may have been on their end since the address was not correct on file and it is now corrected. So here I am still waiting for a response about the pending refund. The rep says they're waiting for corporate to put a stop on the check so that I can just drive the hour drive to the *********, IN store to get the refund applied to my original payment form. Not getting anywhere with corporate or my local store regarding this and still waiting on getting the queen *** frame that keeps getting postponed.

  

  Business response

  06/20/2024

  We have apologized for the inconvenience and the confusion of the refund process.  We are refunding the customer back to their credit card so they will not have to make a trip into the store for the refund.  We are also doing everything we can to get the customer the queen *** as fast as we can.

  Thank you,

  ***********************

  Regional Sales Manager

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a dining table and 4 chairs from *********************************** in beginning of January. It was a new product not clearance. It didn't get delivered until end of February/beginning of March. I sent a text message to the store in April about the edge of the table, the paint was clipping off of the table. No one responded. So I sent a message directly to the store manager, he never responded. Then I left a review on ******* Finally someone from Furniture Row emailed me claiming that they did respond to me but I didn't get any message on my end. I even sent a screenshot of the text that has no response. The lady asked for more photos, I sent more photos. They said it wasn't defective that the damage happened on its own, first saying the table had 1 year warranty, then changed it to 90 days. No one told me 90 days and I didn't sign anything stating the table only had 90 days. I also sent the lady back a photo clearly showing the paint is bubbling up. I asked for a refund and refund on the protection plan. Even if the table is only 90 days warranty as they are claiming I messaged them in April, I was still within the 90 days of when the defect occurred but they are ignoring the damage, ignored my messages and ignoring replacing a defective product. My home is next to spotless with everything taken care of properly. This defect should be covered and replaced or fully refunded, the protection plan covers NOTHING and they claim a signature isn't required and that they can't replace or repair the table. Bad business practice. I want a full refund for the dining table. Full disclosure should be given to the customer with signed acknowledgement from the customer. Warranties should be honored. Look at the bubbled paint on the one photo, that's how the paint chipping has occurred, clearly adefect with the paint or the material or both. I'm within 90 days when I reported the defect.

  

  Business response

  06/06/2024

  This customer (who is also a former employee) had a 90 day warranty which is clearly written on her invoice.  There was a momentary error on my part in not noticing that in one of our first conversations, however it was mentioned thereafter.  In addition to the table being out of warranty, it also shows signs of abuse.  Defective finishes do not cause chunks of wood to fall off.

  Customer response

  06/13/2024

   
  Complaint: 21809149
  
  I am rejecting this response because: I was not a former employee of Furniture Row, I worked at Denver ******** which is a separate business with separate business dealings, the buildings are attached and have nothing to do with my purchase being defective. The photo clearly shows the paint bubbled, there is not "chunks" of wood, there is chips of wood from where the bubbled paint fell off. I've submitted multiple photos and there is NO abuse to the table, and from the spot that it is in, if there was "abuse" there would of been markings on the bigger edge that lay over the inside edge. Delivery set it up and attached the top to the base so how could we abuse it? This is ridiculous, the rest of my entire table on the other sides are spotless, just as the top of my table is spotless. So you are trying to say we somehow skipped the rest of the table to abuse the inside edge where ironically is in the EXACT spot where the paint is bubbled and chipping?!? Does that really make sense to you as a business that sells furniture?!? Foolishness and trying to push the blame onto the customer for a defective product. 

   

  again i reported the DEFECT BEFORE THE 90 DAY WINDOW. It wasnt delivered the day i bought it. Check the facts and the record! I didnt SIGN anything stating we had only 90 days. At ****** MATTRESS our customer had an invoice to sign to acknowledge the information on the invoice. My employement is NOT grounds for qualifying me for a repair or a replace for a defective warranty and it is absolutely ridiculous as a business stand point you made that a public statement for reasons to reject my warranty defect. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/26/2024

  Invoices are for information purposes and to provide written proof of purchase, they are not contract agreements that require signatures.  The ************************************************ writing.  Customer received product 02/01/2024 and we received her complaint on 05/23/2024.  She requested replacements or refund of her protection plan (which covers stains and is not applicable).  Since we were not able to provide a return on the product due to warranty expiration and signs of abuse (see attachments), we did meet her request for a refund on the protection.  This was completed the same day as the complaint and the matter was considered closed as we had complied with her request. 

   

  Customer response

  06/27/2024

   
  Complaint: 21809149
  
  I am rejecting this response because: There was no abuse to the table, none. The employees there can verify I'm very neat and particular about how I take care of things. THE PAINT IS BUBBLING AND CHIPPING OFF, how is that abuse? There is no dents, marks, scratches or scrapes anywhere else on the table EXCEPT for where the paint is bubbled and in the areas the bubbled paint chipped off. 

   

  This business is just trying to find any reason to not cover a warranty. There is no signs of abuse. I was NOT informed by anyone it would be 90 days warranty and I reached out. So the products at furniture row will only last 2 months and they won't warranty their cheaply made furniture when it falls apart. We did not abuse any of our furniture and for you to keep saying we did is false. We will not buy anything from Furniture Row again. 

  Spend your money somewhere else. We paid $800+ for the table, amazon has better quality furniture for much less.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Told us that our bed frame wont be delivered and set up no later than May 31st.We have paid in full back on April 19th.We have reached out several times by phone, and still waiting on delivery.We wanted someone from headquarters in ****** ******** to contact us, and nobody we have spoken with can give us that information.

  

  Business response

  06/03/2024

  **********************
  Apologies for the delay on your furniture.  As per your conversation with your sales professional and FR Manager, the product was delayed in shipping to our ************ center.  It is due to arrive early to mid June to our ************ center, the product will then be loaded and shipped to the store.  As an accommodation youve been given half off delivery.  If youd like we could re select you to different more readily available product or issue you a full refund.  We appreciate your business please contact me directly if you have any other questions.
  
  Please feel free to contact me at ************ or via email *****************************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought furniture at your ****** location on on 4/9/2024 and spent about 5k and was promise to have my COMPLETE of set up of dinning table and Couches within 4 to 6 weeks. We received our dining table within that time frame but not our couches. On May the 20th our Couches were delivered with incomplete. We are missing a recliner. They are lending us the floor display and asked if we wanted to keep the warn recliner with a discount. I told them no. I wanted what we paid for with the exception of being accommodated due to the delay of not having our complete set delivered. ****** the store manager was supposed to give me a call on Monday May the 20th let me know if my recliner was coming in. He would deliver it on Tuesday, May 21. He fell to give me a call. It is now Wednesday and it turns out that hes on the camping trip. I called the store to see what was going on and theyre letting me know that my recliner is there, but it cant be delivered till Friday or Saturday at this point I just want to refund. I dont wanna deal with the business I would like a phone call from the regional manager and want this to be taken care of as soon as possible. I will be taking this to BBB

  

  Business response

  06/07/2024

  The customer and I agreed to a fair refund back to their account for the poor communication from the store.  They will be receiving the recliner today.  

  *************************

  Regional Manager

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa and love seat from Furniture Row on May 26, 2023. This set came with a one year warranty that specifically mentions mechanismsIn January of 2024 I noticed that the backrests of my furniture was sagging and that there was a lot more play than usual. I reached out to Furniture Row and they explained that I would have to bring the set in so make a warranty claim.In April of ********************************************************* one piece at a time so that my family would not be left without a place to sit. They said yes and I took my love seat in to begin with. After a week of not hearing an update I called to see and was told that it was ready to be picked up. I spoke with **** the manager and he told me that They replaced the brackets and it was good to go. I than took my sofa there offloaded it. When they brought out my love seat they brought it out on a dirty dolly and placed it on its end on their dirty loading dock. I went to check if it had been fixed and it had not. They did replace some bracket in my sofa that helps but both my pieces still have more sag and excessive play. I have been made out to be a crazy person by this company and just wanted my furniture fixed as their warranty implies. Now they ordered some parts but I was informed they would not be here for 3-4 months. How long should a customer have to deal with this amount of stress just to get their furniture fixed. I know longer want to deal with this company and would like an equal exchange or refund.

  

  Business response

  05/08/2024

  Customer was provided multiple options within and beyond the manufacturer's warranty.  He chose to accept a substantial refund to keep all items as-is.

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a recliner in Feb we are now in May and now they say it will be late June or July before it comes in. I want a replacement recliner or money back! Terrible customer service. Do you think i will reccomend you to anyone. I have to call and ask no one ever follows up. There must be one in another store they can ship me.

  

  Business response

  05/03/2024

  ***** and I have spoken on multiple occasions and are working together on a solution.

   

  With kindness,

  *****

  Furniture Row Companies

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 84 year old mother purchased a lift recliner from Furniture Row in **********, ** which was purchased 6-9 months ago and still under waranty. She called to complain that the chair was making a popping noise everytime the recliner is going down. She paid $65.00 service charge to have a technician come out to fix the issue.When the technicians checked the problem, they told her they didn't know what it was but they would record the issue. This didn't help her nor did they resolve the issue. I called them today 4/27/24 to complain and let them know this was unacceptable. I spoke with one of their managers named ****** and he said he would record my complaint and if it got worse to call them again, as this is their protocol.This will again cost another $65.00 for someone to go out to check her recliner again. Obviously something is wrong with the recliner, as this noise is not normal and all they're doing is recording the complaints.A repair without an additional service call charge or a replacement would be acceptable to resolve this issue.What a terrible way to conduct business and take advantage of the elderly.

  

  Business response

  05/02/2024

  *********,
  
  We did send a repair tech out to check the issue. The noted issue is normal sound for the chair as it is a motorized product. It is in normal scope of the product in question. After we received the ****** review and BBB Complaint we also sent another repair person out to check out the chair to see if there in fact was any defects with the chair. Again the repair tech found that there is nothing other than normal sounds for the chair. If we were to replace, the new chair would have the exact same sound. Now two people have confirmed this is a normal noise of the product and nothing defective. The Product is still under manufactures warranty, and the faith of sending out two separate people to check on the issue shows that we care about the performance and quality of all our products. Im sorry the resolve isnt satisfactory for you, however there is nothing wrong with it. If you would like to discuss this over the phone feel free to reach out to me at ************.
  
  Kindest Regards,
  ***********************
  Regional Manager
  Furniture Row

  Customer response

  05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* C/o **************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩