Complaints

This profile includes complaints for Furniture Row's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Furniture Row

  5740 Broadway Denver, CO 80216-1023

  
• 

  Furniture Row

  6037 Peach St Erie, PA 16509

  
• 

  FR Bedroom

  2039 Walker Lake Rd. Mansfield, OH 44906

  
• 

  FR Living

  4005 Grape Rd Mishawaka, IN 46545

  
• 

  FR Living

  5807 W Creek Blvd Fort Wayne, IN 46818

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased bedroom suite plus dinning room table chairs and living room furniture. 4 items were replaced immediately with damage - one item fixed but took many weeks. The issue is a couch that was delivered without supports underneath, bowing the couch to the floor in the middle. No response for weeks until we called daily. Company agreed to find legs and put them on but states they cant replace if the legs resolve the bowing. The couch has already been compromised and likely is out of square and literally bowed to the ground when Weight bearing. All we asked for was a replacement - not our money back just a couch that comes with the correct parts and hasnt been broken down due to their oversight and poor quality assurance.

  

  Business Response

  Date: 04/24/2025

  This customer has already been told that if the support legs does not fully fix the issue, we are willing to replace the sofa.
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Six months ago, I purchased a couch from Furniture Row. When the couch was delivered, the delivery team broke a piece of it during the setup. I reported the issue immediately, and although it was eventually repaired, the process took an unreasonable amount of ********, the same exact piece has broken again, which clearly indicates a recurring issue with the product or the initial repair. Instead of standing behind the quality of their product and service, the company is now claiming that the damage is somehow our fault which is both inaccurate and unacceptable.We have taken care of the couch and used it as any normal household would. There has been no misuse or abuse of the furniture on our end. This repeated failure is clearly not due to customer negligence, but rather a product or repair defect that should be their responsibility to fix.

  

  Business Response

  Date: 04/24/2025

  We talked with Ms. **** and ordered her a replacement armless piece for her sectional. We will deliver and exchange the piece when it comes in.
  
  
  ******* *****
  Regional Sales Manager
  Furniture Row 

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attachment

  

  Business Response

  Date: 04/22/2025

  This customer only reached out to our *************************** on Thursday.  We responded Friday and are currently waiting for the customer to submit pictures for review.  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2023, I purchased a 5 year warranty ($400) for $6,000 worth of couches, under the pretense that I would receive unlimited supplies from Furntiture Row, cover all stains/tears/mechanical/technical breakdown by the salesman who sold us the products. In the last 12 months I went in to get a full refill of my warranty stated unlimited supplies just to be told that it had randomly changed to 3 items, that is not what I agreed to or paid for. I also was told today, April 1 2025, that now the warranty does NOT now include breakdown. Furniture Row is causing me and my family mental distress and am seeking damages from Furniture Row corporation as well as an apology in person from Furniture Row.

  

  Business Response

  Date: 04/16/2025

  Furniture Row has never provided an option to purchase an extended warranty.  Furniture defect warranties are supplied by the manufacturer, in this case expiring after one year.

  The customer did purchase a 5 year stain protection and Furniture Row does offer free refills of cleaning supplies during that time as a courtesy, it is not mentioned in the plan from the cleaning company, itself. Each bottle is enough product to last several months to several years, depending on the needs of the furniture.  This customer came in 18 times over a 15 month period requesting new bottles of all products.  The management rightly explained we cannot continue to let him take advantage of our courtesy so he limited the amount of products the customer can receive to a more than reasonable amount.  In addition, the customer needs to bring in the empty bottles to receive new ones (this is the standard practice for all our stores). 

  If the customer wishes to cancel the 5 year stain protection, we will be happy to do so and refund the remaining years of coverage back to him. 

   

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23148084
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 chairs and a sofa in February and they were delivered at the end of the month. They replaced 2 manual reclining sofas I had had for 25 years! These sofas were amazing and durable but it was time. Obviously I keep things and take care of them. I was actually sad to replace them because most of all, they were comfortable. First, I love the chairs. When the sofa was delivered we discovered there was a tear in the fabric on the side at the bottom and the store was great at replacing it. Because of this I did not have time to really see if I liked it or - most of all - if it was comfortable. Since the delivery I have gotten the answer to that last question. The sofa is NOT comfortable. I have spent 2 weeks adjusting the side where I sit every possible way I can, to no avail. I called the store to tell them I would like to exchange it. I told them I would do whatever necessary to facilitate this - especially to pay shipping. I was very clear the sofa was not comfortable. I was told they would not do so. Since that happened what would have been my main reason for returning/exchanging materialized. See the picture. After less than a month the fabric has puckered and has a large divot. I want to emphasize that in 25 years my other sofas never ever did that. The fabric must have been incorporated into the cushions and never showed what you see in the picture. This has made me aware that it is shoddy craftsmanship and if this is how it looks in a month the ability to withstand normal wear and tear will be awful. It does not seem possible to keep a sofa which is uncomfortable for me to sit on and which will not keep its looks. I am asking, even if they have to make an exception, for them to allow me to return or replace this sofa. So far I have not made any demands or threats but I am anxious and extremely upset by this. This cheap sofa must be replaced. They are not treating me like a customer who needs to be assisted and satisfied.

  

  Business Response

  Date: 04/02/2025

  Thank you for reaching out with your concerns.  I'm sorry to hear you are finding your furniture to be uncomfortable! Rest assured; this is a common concern with brand new furniture.  Since it takes time for the foam to release the air trapped in the cellular structure, it will take time for your cushions to have the same consistency as the floor model you based your decision on. The foam density of your furniture is the same foam density as our floor models so they will feel the same with enough time and usage. Similar to breaking in new shoes, the time it takes to break in cushions will depend on how often they are used. This process can take a few weeks or a couple months.
   
  Regarding the fabric imprint on the seat cushion, our sofas have a Dacron wrapping around our high-density cushion cores. This wrapping provides an extra layer of comfort, to protect against the firm cushion core, and will allow the fabric to migrate slightly when in use. This wouldn't be considered a defect from the factory, but just a normal shifting of material that allows a degree of elasticity when in use and will not lead to an increased level of wear over time.
   
  We do allow a small period of time to exchange as a courtesy to our customers,usually a day or two after delivery, because we understand that sometimes you don't know how an item will look or fit into a space, but unfortunately, we arent able to extend that option after this length of time.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against:Furniture Row ************************************************************ Store Manager: ***** ****** Regional Manager: ************************ Details:I purchased a sectional from Furniture Row on September 15, 2024, and was told the price I paid was out the door with no extra charges. Later, I discovered that $199 was added for a protection plan without my ********** sectional was finally delivered on February 18, 2025over 12 weeks late instead of the promised 6-8 weeks. Worse, the delivery crew unwrapped it outside in the snow, exposing it to the elements and causing it to get wet before bringing it inside.I filed a formal complaint on March 11, 2025 since I was not getting anywhere with ***** ****** or *********************** Furniture Row refunded the unauthorized charge and eventually the delivery fee, they ignored my follow-ups about due to the botched delivery the couch arrive not in the condition in which I paid for. Instead of addressing the issue, they offered only two inadequate options:Return the couch and wait ***** weeks for a replacement, or Accept a $200 in-store credit (which I do not want) that expires in 30 days.I do not want store credit. My couch did not arrive in the pristine condition I paid for, and a delivery refund does not change that. I am requesting a partial refund (30%) of the sectionals price to account for the mishandling and inconvenience caused by their negligence.

  

  Business Response

  Date: 03/19/2025

  Customer was given an "approximate" arrival time of 6-8 weeks.  It did not arrive 12 weeks later as she claims.  She was contacted on 12/17 and told us she would be out of town for the holidays and would call us to schedule when she was ready.  We called her again 1/27 and she asked us to hold it an additional 2 weeks.  We called her again 2/4.  On 2/10 she finally scheduled it for a 2/18 delivery date. 

  
  There was "light snow" on the day of her delivery and the product should have remained covered for the time it took to move it from the delivery truck to her door.  We apologize that did not happen.  There was no lasting damage, however we offered to replace the furniture or refund the delivery fee.  She chose the delivery refund.  She also expressed that she was not aware of the stain protection (although this is itemized on her receipt) so we also agreed to refund that and did not ask her to return the cleaning products that come with it.
  

  The customer later insisted we should give her more money back.  Furniture Row has already provided compensation for the minor and temporary dampness of her furniture.  We do not feel more discounting is warranted, and certainly not 30% as requested, however we did offer additional compensation in the form of store credit which she declined.  
  
  

  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23063346
  

  I am rejecting Furniture Rows response because it is misleading, dismissive of their negligence, and fails to address the core issuethat I paid full price for a sectional that did not arrive in pristine condition.

  1. Delivery Timeline Misrepresentation
  Furniture Row claims that my sectional "did not arrive 12 weeks later" but then goes on to admit that they had possession of it and repeatedly called me for scheduling well past the original 6-8 week timeframe. This proves their own contradiction:
  I was originally told the sectional would arrive in 6-8 weeks from my purchase on 9/15/24. By 12/17/24 (that's week 13 by the way), they admit it still had not been delivered. I was out of town for the holidays and told them I would schedule when I returned, which does not change the fact that their timeline had already been exceeded. They admit they contacted me again on 1/27/25 (over 19 weeks after purchase)confirming that the delay had already exceeded 12 weeks. I asked them to hold it for 2 additional weeks after it had already been excessively delayed, which was a result of their failure to meet the original timeframenot my scheduling preference.

  2. Delivery Negligence Attempt to Gaslight Me About Weather Conditions
  Furniture Row is gaslighting me by claiming there was just "light snow" on my delivery date and implying that my couch could not have possibly been impacted. This is factually falseverified weather data for ******, WY, on 2/18/25 confirms sub-freezing temperatures (-3F to 5F) with recorded snowfall. More importantly, they admit that the furniture should have remained covered but did not. That is the core issue. It doesnt matter whether the snow was light or heavythey exposed my furniture to the elements when they should not have. It doesnt matter whether the dampness was temporaryI paid full price for a sectional that should have arrived in pristine condition, not one that had been mishandled. It doesnt matter if I was offered a replacementmaking me wait another ***** weeks for what I already paid for is not a reasonable solution. Furniture Rows entire argument is designed to downplay what happened, shift blame, and make me feel like I am overreactingwhen in reality, they are trying to excuse negligence. This is gaslighting at its finest, and it is completely unacceptable.

  3. Stain Protection Plan Fraudulent Addition After My Payment Was Processed
  Furniture Row also tries to justify the unauthorized stain protection plan by stating that it was "itemized on my receipt." However, they fail to mention that this charge was added after my payment was already processedwithout my knowledge or consent. I was never asked if I wanted the stain protection plan. I never agreed to pay for it. I was not told that it was added to my purchase. I only discovered the charge later when reviewing my receipt. This is a textbook case of fraud in the inducementthe transaction I agreed to did not include this charge, but Furniture Row processed my payment and then added it after the fact. When I requested a refund, they refunded the charge without asking me to return the products. I did not agree to receive them in the first place, and it is not my responsibility to correct their mistake. Refunding this charge was not a goodwill gestureit was correcting an unethical and deceptive business practice. 

  4. Inadequate Resolution & Lack of Accountability
  Furniture Row states they offered:
  ? A delivery fee refund Which I argued for because their delivery negligence made this necessary.
  ? A refund of the unauthorized stain protection plan Which was added without my consent after my payment was processed.
  However, neither of these addresses the fact that I paid full price for a sectional that did not arrive in pristine condition. I requested a partial refund (30%) to account for the fact that I received a product that was improperly handled. Instead, they attempted to offer me store credit (that was said to expire in 30 days and was not initially offered until I escalated further), which I declined because I have no interest in shopping with a company that treats its customers this way.
  
  5. Rejecting Their Attempt to Misrepresent My Request
  Furniture Row falsely claims I "insisted they should give me more money back." What I actually requested was a reasonable adjustment to reflect the fact that my furniture was not delivered in the condition I paid for. They continue to dismiss their responsibility for their poor service and negligence while attempting to gaslight me into believing that exposing furniture to snow is acceptable. Their response does not provide any fair resolution beyond correcting charges that should never have been added in the first place and refunding a delivery fee that should have never been charged due to their mishandling.

  Final Rejection & Request for Further Review
  I am formally rejecting this response as it misrepresents the facts, gaslights me about the impact of their negligence, and fails to provide fair compensation. I highly doubt that anyone at Furniture Rowwhether it be the customer service representative responding to this complaint, the store manager, or the regional managerwould find these half-baked "solutions" acceptable if they were the ones paying nearly $3,000 for a couch that was exposed to the elements. I ask that this complaint remain open for further review.

  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a bedroom set from Furniture Row on 11/10/24 for a total of $4,142.22 which included tax and delivery. The furniture was delivered to us 2/4/25. After the delivery my husband and I noticed a scratch on one of the nightstands, then for the headboard where the boards come together, you could visually see the inside edges of the wood was missed, and not stained. Then the upper left hand edge of the headboard has what looks like a long vertical finger smudge. The second night stand showed what looked like a gauge in the wood and a recess on the wood that looks like a crack. The right side of the dresser, just below the top edge, has a **** that looks like a scratch. On the top of the dresser the rear top edge looks like it was crunched. We went back to the store on 2/6/25 and talked to our sales person and showed her the pictures and she saw the gauge that **** pointed out on the night stand, where the top of the wood had waves and dips in it and not flat. **** told us several times throughout the buying process that she wanted us to be happy with our purchase and to really check the furniture over. **** asked we send the pictures to ***** the store manager, who would be in on 2/8/25. We did send the pictures and returned to the store on 2/8 and asked for the furniture to be returned. The store manager, ***** offered $500 discount, but we preferred to have it returned, due to the poor workmanship. We were credited $3,835.38 on 2/12/25. Lastly, we called and talked with ***** for about 30 minutes and he said he did not see at all what we were describing and that they have a no refund delivery policy. Im writing to ask for the delivery to be credited, as we received defective furniture and it was returned. I think it is only fair, as the workmanship was so poor on this queen size bedroom set, with 2 night stands, dresser and a mirror. We have not had any success with trying to resolve this with the store. Thank You for your time and review.

  

  Business Response

  Date: 03/13/2025

  Customer had opportunity to inspect all ******************** upon delivery.  We were contacted 2 days later with minor cosmetic issues.  We offered multiple options to customer including a replacement or discount.  Ultimately, they requested we return all of the furniture instead.  Our policy is to charge a 10% restocking fee for cancelled orders but we waived that fee, as well as the delivery fee to return the product from their home to the store.  The customer purchased an initial delivery service and that service was provided so a refund of that charge is not applicable.  We feel we have already gone above and beyond to accommodate the customer.

   

   

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22959946
  
  I am rejecting this response because:  We have sent 10 pictures before and that should say everything!  The pictures show the damage.  

  1) Upon delivery my husband pointed out a couple of things he saw as defects on furniture.  The delivery people were excellent and needed to get to their next stop.  We had many medical appointments that week and did not have a chance to fully inspect furniture until the next day.  I was at a medical appointment at time of delivery and we tried to accommodate delivery between our full week, that was already scheduled.  At time of delivery, due to cold temperatures and over night storage, the furniture itself was covered in frost, and delivery people said it was stored over night.  Delivery people did the best they could, with the cold conditions.  Sales Woman was excellent and told us to fully look at furniture and if any problems, she wanted to know.  She wanted to provide good customer service and for us to be happy with our purchase, which was a lot of money to us.  Our issue is with the manufacture.  

  2) We sent 10 pictures of the damaged furniture with scratches, gouges, paint smudges, annd uneven wood surfaces. This is a repeat of what stated earlier. 

  3) Discount not an option as we just wanted furniture that looked nice and in good condition.  The damaged furniture already devalued the furniture.  Another option was to buy up and purchase Amish furniture, which the store manager mentioned and we did not want to double our cost.  The last option store manager mentioned and was honest that the ****** American Made Manufacture was a lower quality manufacture and we were not aware of that.  We were never told of restocking fee either.  We assumed purchasing in the *** and spending $4,100.00 that we would be getting good quality furniture.  We did not want to reorder this furniture, with this new information given to us by store manager and have a repeat of this.  The principle in all of this is that the customer received damaged ******************** and the store manager says there is nothing wrong with it and put back in stock (disingenuous statement) and refused to waive the delivery fee of damaged goods.  We expected better business practices from the company.  We have ordered lots of furniture over the years from other stores in town and other states.  We have never received furniture, like we did from Furniture Row and to charge a $300 delivery fee for being 4 miles away from the store.  Other furniture stores we have purchased from, inspect the furniture before they deliver.  We would highly recommend this be done for future customers.  
  
  Sincerely,
  
  **** And ****** **********

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new sectional couch from Furniture row on 1/7/24. We choose a higher end leather couch because the salesman said the true leather was very durable. After 6 months of owning it, the recliner on the end started peeling on the head rest part. We spoke with ****** who we had some warranty with and they declined to cover it. They said it was wear and tear. We reached out to Furniture row in College station and they agreed to replace it citing it could be defective. A few days after Christmas we noticed the new recliner is peeling too. My wife uses the cleaner and protectant on the whole sofa as was recommended. We paid over $5000 for the couch and want to protect our investment, ****** has denied a warranty clan again citing wear and tear so we spoke to the store manager ********** He said there is nothing he can do except offer us 15% off a new sofa at our expense which will be $1400. Why would I spend $1400 on another defective product to have it fail in months. ********* stated he places a blanket on the headrest of his to protect it. Again, I paid over $5000 for the couch and it is cheap. We financed the couch and I am stuck with something that will not even last as long as the finance terms much less 10 years! I would like to exchange the couch for a cloth sofa with Furniture row. ********* said this isn't an option. I am not looking for a refund or to take my business elsewhere but I do not want a cheap knock off leather sofa when I was sold a high quality leather sofa. I was lied to and won't settle for living with blankets covering a defective sofa. Allway claim on August 16th, 2024- #****** Alway claim on January 1st 2024- #****** My wife spoke to ********* on 1/4/25 around 11 am.I look forward to resolving this issue.

  

  Business Response

  Date: 01/14/2025

  We are sorry the customer is having an issue with their leather recliner.  The five year stain protection (through a third party company) would not be applicable here and unfortunately, neither is the manufacturer's one year warranty since this is a matter of wear and tear, not defective leather.  This is one of our best selling leather sets and is not a cheap knock-off as he claims.  We already provided a replacement as a courtesy and explained that frequent contact with either the oils in his skin or chemicals used in hair/skin products is eating away the finish.  These must be cleaned away on a regular basis and this was not occurring.  We already went above and beyond in this situation by replacing a recliner after 7 months for an issue that was not due to defect but in how it's used and cared for.  

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22767897
  
  I am rejecting this response because: we do clean the couch regularly and use the leather protectant. My wife was cleaning and protecting it monthly on the first oneand we were told this was too frequently by the store manager. They informed us it only needed to be cleaned and protected every 6 months. So which is it? We take care of our furniture because it is an investment. Choosing this couch was a poor choice because it failed quickly. Is it really not durable enough to last 6 months? Does furniture row consider this quality? I am only asking to exchange it for a cloth version that is similar. The leather is not the quality you claim!
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/28/2025

  
  I'm sorry, but this is a direct contradiction of the notes taken of the conversation that occurred over the phone between the wife and her local store.  As noted internally: "she admitted they weren't using the cleaner/conditioner on the new one."
  
  As with most things, how long something lasts is dependent on how it is cared for.  This is a case of wear and tear, not of a quality issue or defect with the leather.

  

  Business Response

  Date: 01/28/2025

  I'm sorry, but this is a direct contradiction of the notes taken of the conversation that occurred in person between the wife and her local store.  As noted internally: "she admitted they weren't using the cleaner/conditioner on the new one."

  As with most things, how long something lasts is dependent on how it is cared for.  This is a case of wear and tear, not of a quality issue or defect with the leather.

   

   

   

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22767897
  
  I am rejecting this response because:
  Are you really saying that a brand new leather sofa from your store only lasts 5 months? If so fine, but I want this on the record. My wife was told to only use it every 6 months. Even still it peeled after 6 months. Poor quality that I paid way too much for.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Refund for Returned Wedge Section of Sectional Couch Dear *********** am writing regarding the purchase of a ***** sectional couch from your Furniture Row store at ******************, purchased on November 29, 2024, and delivered on December 16, 2024. Unfortunately, the sectional was too large for my living room. The delivery team was professional and suggested I return the wedge while keeping the other sections. They informed me they could return the wedge for me, though it was never unloaded from the truck.I assumed the store would automatically process a refund for the returned wedge, but after checking my account over the past two weeks, I noticed no refund had been issued. On December 24, 2024, I contacted your store, and an associate assured me the manager would call back, but I never received a call. On December 27, I visited the store in person and spoke to the same associate, who apologized for the lack of follow-up. He explained the computer system showed I received the wedge, despite photographic evidence to the contrary. He needed to verify the issue with the store on *********** in ******** and promised to follow up, either that evening or by December 28, 2024. However, I did not receive any call.While I appreciate the professionalism of the associates, I am concerned about the delay in processing my refund. The amount in question is approximately $600-$800, which is a significant sum. I also feel that a better system should be in place to track returns and ensure proper follow-through. It seems there may be a communication gap between the delivery team and store staff.I request a prompt response detailing how you plan to resolve this matter and process my refund.Thank you for your attention.Sincerely,******** ******** ************ ******************

  

  Business Response

  Date: 01/02/2025

  We thank you so much for bringing this experience to our attention. We take concerns very seriously and strive to always provide the best possible outcome when dealing with returns or exchanges.
  
  After reviewing the details, we have identified areas of communication that can be addressed and improved upon. We have reached out to our guest and a refund of the returned item has been processed.

  Customer Answer

  Date: 01/02/2025

   
  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

  Date:12/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa at Furniture Row in December 2023. The cost was $1800. I paid 600 cash and financed the rest. When my sofa was brought home there were issues with the fabric pulling away from the sofa cushions And a very noticeable sewing defect on the back. I called Furniture Row immediately. initially I was told it would take a few days for the expansion of the seats to fill out in the fabric. I requested it to be looked at. A nice gentleman reach out we made arrangements. He came to our home to look at the sofa. Not only did he find an issue with the fabric and the sewing defect he also stated that the size of the cushions were incorrect, and that this was a poorly constructed sofa. He said that he would submit his report back to Furniture Row. After not hearing anything, I initiated a call to the store. I was offered a $600 discount. Which I obviously accepted. I was credited that to my debit card in the next few days. It has been 11 months and the fabric has gotten entirely worse. I Reached out via text message to their corporate office to relay the problem. Immediately I was told I accepted a $600 credit for the sofa to kept as is. Through several text messages back-and-forth, I kept reiterating I was never told that I would no longer have a warranty on this sofa and that by accepting the $600 credit, I would be agreeing to keep it. If I would have known this II wouldve had them come pick it up. I was given a $600 credit, Ive been paying on it for a year, and I still owe $700. I believe I was highly overcharged for a sofa that I was told was poorly constructed by a Furniture representative who came to look at it. I would be more than happy to Provide you with all of our text messaging Conversations if you have an email address available. I was very disappointed in the conversations and the way I was treated. I feel My sofa needs replaced As it certainly doesnt look like a less than one year-old sofa.

  

  Business Response

  Date: 12/31/2024

  Pictures show normal furniture wear after nearly a year of use, and customer already accepted a large discount to keep as is.  We would be happy to refer them to a local repair company that can replace the cushions to their personalized preferences, but this will not be covered by the manufacturer as this is a matter of esthetics and not defect.  And again, the customer accepted a large discount back in March to keep as is.

  Customer Answer

  Date: 01/08/2025

  Hello. My apologies from not responding to your email dated 12 3124. Unfortunately, I never received an email. I contacted the BBB today who kindly sent me the email. I am responding as follows to the response from ***********************. When I received brand new sofa in January or February 2024. There was an issue with the fabric at that time. I was not complaining after a year. I called as soon as I got it home and assembled. Initially I was told the fabric was so loose because the cushions needed time to expand. I did not believe that and that was not the case. I called and was told a third-party Company would contact me to come and take a look at it. After his review, he told me there were three defects with the sofa. One being the fabric, one being a large dishing area in the back and one about the size of the cushions. His exact words were this is a very poorly constructed so far. He took his report back to Furniture Row. I had to reach out to them after several days not hearing from them. They asked me what I wanted to do and what I accept a discount. Obviously I have a brand new sofa that I was charged almost $1800 for yes I wanted the discount. At no point in time was I told that it would be sold to me as is and I would not have any further warranty. Again, Ill reiterate there are three defects with the couch. I put $600 down. I finance the rest. I have paid over a year on the sofa and I still owe a year. They are missing my point. I do not feel I should be paying another full year on a couch that needs replaced. I am going to include the pictures to you when I first reported and the condition now. Im not understanding why Im having such a hard time with them understanding. They way overcharged me. I think I paid $1800 for a $400 sofa. I have shopped at the store for years and spent thousands of dollars and never received anything of this quality. Thank you for listening and your attention to this matter. I will wait to hear from you. Like I said, I am attaching pictures from January 2024, and from December 2024. Please note the pilling on the armrest which is over the entire sofa. Its not like Ive changed my mind and dont like the color of the fabric, it is the condition and I receive comments on it from guest as to why my couch looks the way it does. I thought I was buying a quality product. I was obviously mistaken.

  

  Business Response

  Date: 01/17/2025

  Good morning!  This has come to ***************, which is a sister company to Furniture Row.  I would be happy to pass your concerns along to them but I need some information so I know where to send it.  Which location did you purchase your couch at?  If you have an invoice number that would also be helpful.  Thank you.  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22739106
  
  I am rejecting this response because:
  
  A resolution has not been made. You had asked where this was purchased. It was the Furniture Row in ****, ************ I do you have my original receipt and paperwork. I tried taking a photo to include as an attachment. I am using my phone and do not know how to convert to a zip file. If you could provide me your email I will be more than happy to send it to you If I could add a comment about the process I have had with your customer service, I find it so odd I was never able to talk to an individual. ALL Communication was done via text messaging, which can be Difficult to understand, depending on how you read the message.  

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/05/2025

  Furniture Row has offered to uphold the manufacturer's one year warranty on all aspects of the furniture - other than the specific issues she accepted the large discount for.  This is more than fair considering our agreement was to keep the item as is.  We will allow this concession giving the benefit of the doubt that she did not understand this.  However, we will not repair or replace what she accepted the discount for.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22739106
  
  I am rejecting this response because:

  I would like to inquire if phone conversations are recorded at Furniture Row. When I had to call the store to ask what was being done because nobody reached out to me after I had the sofa inspected by the third-party specialist. I was offered a Credit. Nobody told me I would be accepting this credit to accept the so for the way it was. I cannot understand why it is stated on the Furniture experts paperwork that and I quote. This is a very poorly constructed sofa  I am not a Furniture specialist but I had no idea that I was agreeing to keep this couch. As I stated I had put $600 down. I have paid over $700 in the past year and still owe $700. Theyre just claiming its such a huge discount. obviously, if you would take the time to look at my pictures, you would see the poor quality of the sofa. I also dont understand why I have not been able to communicate verbally with a representative of Furniture Row. Everything was done via text message. I find that very impersonal. You can interpret a text message several different ways. I want to know why that they wont speak to their customers who have issues. I reported my issues two days after I brought my sofa home and was pushed off and told that the fabric was loose because the cushions did not have time to expand. I dont believe that. I demanded to have someone come look at it and when they did, they found not one, not two but three issues. They stated the size of the cushions was incorrect for the design of the sofa, there is a sewing air on the back of the couch, so we need to keep our couch against the wall all times, and I complained about the loose fabric, which is now pilling in several spots. This material did not hold up in any way shape or form. Am I able to get any answers for the above questions?

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/21/2025

  This customer initially reached out to us by a written complaint through our website which initiates an email.  As such, we responded in like form.  I had multiple interactions with the customer via email from November 27th through December 9th and she never once asked for a phone call, otherwise we would have called upon her request.  This decision is final and the matter was closed nearly four months ago.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22739106
  
  I am rejecting this response because:
  
  The day after I received our sofa, I called my local store. I was given a phone number to text message. I did reach out and file my complaint that way and may have been emailed rather than text message. I think I misspoke. My point was, I was never given the opportunity to speak to somebody. I didnt know I had to request a phone call. I would think after reading the complaint over email that a reputable company would reach out to discuss the situation. I have never heard of this before. I am so tired of being declined any wrong doing on their part. My sofa at the time was not even one year old. How would you feel if you received your sofa brand new and told it had three different defects and was constructed horribly by the gentleman that came to evaluate? Why arent they answering that question? I was given a $600 credit I thought for maybe one of those issues. I did at no point think that my warranty was fallen void from there on which is why I reached out again in November with the worsening of the situation with the fabric and now the additional pilling. I cannot believe a company will not even discuss a matter. I have photos and proof of the damage. If I am not able to have a resolution through the Better Business Bureau. I would like to be provided with the CEO of Furniture rose email and mailing address.
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/02/2025

  We have addressed this ad nauseum at the highest level of customer contact for all of ****************** Companies.  We stand firm in this decision and have no further comments.  This decision is final.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22739106
  
  I am rejecting this response because:

  I have not received an explanation as to why I was not contacted via phone after having so many concerns and issues with my couch. I want to make sure that it is noted that when the repair professional came to my home right after delivery that his statement in his report matches exactly what he told us that there were three defects And was a poorly constructed sofa.

  
  Sincerely,
  
  **** *****