Reviews

This profile includes reviews 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 has 93 locations, listed below.

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  Furniture Row

  5740 Broadway Denver, CO 80216-1023

  
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  Furniture Row

  924 Eglin St Rapid City, SD 57701-9525

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  Furniture Row

  267 North Rudder Freeway Bryan, TX 77802

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  Furniture Row

  8100 W Crestline Ave Unit B3 Littleton, CO 80123-1270

  
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  Furniture Row

  140 N Marketplace Blvd Lansing, MI 48917

  

Review Details

• Review fromJeanette G

  Date: 11/02/2023

  1 star

  Jeanette G

  Date: 11/02/2023

  The first piece I purchased was online because of Covid. It came torn and broken. I returned it to choose something of higher quality which proceeded to breakdown in a matter of months. I submitted photos and was told the piece was not worth repairing and was given store credit. I chose a chair and a recliner. The recliner broke down shortly before the warranty ended. A repair person was sent to inspect the chair and determined the mechanism required replacement. I inquired every few weeks and was told that the order was replaced 3 different times but the mechanism never came. A manager finally got involved to try and bring a resolution to the situation. Numerous times the blame was put on me because I had been in possession of the chair for a year after it's warranty was up even though the claim was submitted before the warranty expired. However it was the stores responsibility to order the mechanism, arrange for repair and return. Finally a manager made a search in the warehouse and discovered 3 different mechanisms hoping one would fit the chair. NONE OF THE MECHANISMS FIT THE ******** The only conclusion is that nobody ever ordered a replacement mechanism not to mention all the circular conversations about who had the chair: me, the store, or the repairman! I requested a call from a regional manager numerous times and was finally told I am to be issued a refund as requested. I never heard from anyone at the regional level. Your communication is practically non existent, the quality of your products is substandard and your management is rude. I'm waiting on the arrival of my refund check and was told the store would be returning my chair today per the sales person. He had it completely backwards so two delivery persons were dispatched to pick up the chair that's already at your store! How inept are you people?! I don't know how you stay in business!
  

  Furniture Row

  Date: 11/03/2023

  Regarding this guest's experience, we deeply regret how things turned out. We put a lot of effort into focusing on communication with every guest and offering solutions when things happen. Some aspects, such as parts ordered from overseas vendors and third-party service contractors over the last few years, are regrettably out of our control. Even such, communication is crucial, and we pride ourselves on providing the ultimate guest experience.
  
  We have had concerns regarding this order over the years and, unfortunately, were unable to come to an acceptable resolution without offering a complete refund of items purchased.We have addressed all perceived lack of communication with our local Furniture Row and hope to eliminate any concerns in this area moving forward.
  

  Furniture Row

  Date: 11/03/2023

  Regarding this guest's experience, we deeply regret how things turned out. We put a lot of effort into focusing on communication with every guest and offering solutions when things happen. Some aspects, such as parts ordered from overseas vendors and third-party service contractors over the last few years, are regrettably out of our control. Even such, communication is crucial, and we pride ourselves on providing the ultimate guest experience.
  
  We have had concerns regarding this order over the years and, unfortunately, were unable to come to an acceptable resolution without offering a complete refund of items purchased.We have addressed all perceived lack of communication with our local Furniture Row and hope to eliminate any concerns in this area moving forward.

• Review fromJudy B

  Date: 10/22/2023

  1 star
  I visited Furniture row 10/22/23 to shop for a sofa set. I browsed the store for 20 minutes or more and not one time did a salesman greet me or ask if I need help. There were 5 or more sales people that were just standing around laughing and talking among themselves. One was even playing with a hand ball. Yes, they did see me in the store. I actually saw a sofa that I liked, but I will be buying from another furniture store in ********, **.

• Review fromBettye C

  Date: 09/24/2023

  1 star

  Bettye C

  Date: 09/24/2023

  Bought a chair for my 80 yr old mother in law, that night at 830pm, my mom received a phone call stating her credit card was miss charged by 10 cent and requested her CC # over phone. Of course she thought it was a scammer and called immediately because I paid with my CC. I have called Furniture Row spoke with manager, general manager and they continue to insist we give the CC #. Talk about bad business practices. Not only did they frighten my mom. They continue to worry about a minimal amount on a mistake they made. Not about the money, about the bad business practice and bad management. I really cant believe they would treat a good customer like this, very unsatisfied customer.
  

  Furniture Row

  Date: 09/26/2023

  I spoke ***************** and understand her perspective. We will use this incident to give coaching to our team. We are proceeding forward with the transaction and will bring the chair out when it arrives.
  
  Kindest Regards,
  ***********************
  

  Regional Manager

• Review fromShannon H

  Date: 09/23/2023

  1 star
  We were sold a 5 year accident protection plan and were told that even if we were to stab it with a knife our sectional would be covered. While still within our 5 years, we had some issues with our sectional; most especially with an end recliner with armrest. Besides needing more lumbar support (stuffing) in it, the leg rest that would rise and lower with the push of a button, makes a ********************* type sound and movement. The leather is also coming apart/torn under that leg rest at the seam. There were a couple of other issues as well. I have record of dates and phone calls as well as things said. A repair person came out to evaluate needed repairs and said he would give the evaluation to the manager at Furniture Row to see if they had the necessary parts and how to proceed. I spoke with our sales person and he said he sent work orders to the repair company and that he would contact them again. Stillmonths have passed and nothing. I tried emailing at one point and received no response. I am disappointed that this situation was not resolved as it should have been. The ball was dropped, so to speak. I am sad to say that I have no desire to purchase furniture from furniture row again because of this. Our sectional is not repaired. We are going to need to hire someone to come in to repair the recliner. Im sure I could share more details, but this is just a warning for others.

• Review fromTanner G

  Date: 09/18/2023

  1 star

  Tanner G

  Date: 09/18/2023

  Let me start by saying we love our second couch however, it came damaged just like the first one, I'm just too tired of the process to ask for a replacement and the damage is not somewhere we usually see. My bigger issue is with the financing, it is completely screwed up and the monthly payment was supposed to be $83, went up to $114, and then $190, and now it is $233/mo! The financing was supposed to be for 6 years and keeps changing every bill cycle, from 6 years to 13 months to 5 years, and then the manager had the nerve to tell us it was never 6 years even though we have the original contract that says $83/mo for 6 years.They have done nothing but s**** up all of our payments and refunds. It is impossible to get anything fixed and a complete nightmare. We luckily have some flexibility with our budget but not everyone is like that.They asked us to call them and we keep calling the store but no one is answering. I WOULD NEVER BUY FROM HERE AGAIN AND I WOULD DEFINITELY NOT TRUST THEIR FINANCING. Our payment is currently TRIPLE what we were told it would be and they have the gall to accuse us of not making our payments when you can clearly see at the top of all the statements we've sent him that they all say "PAID" at the top. I have never been treated so poorly as a customer, they are stealing from their customers, and we will be contacting our attorney and seeking punitive damages if this keeps up much longer.
  

  Furniture Row

  Date: 09/19/2023

  Below is the response I received on this review. When the account is assessed any late fees,they roll over and are included into the next months minimum payment due. The fees have since been reversed and a monthly minimum payment adjustment will take place, which will bring the payment back to where it was.
  
  
  The customer had several transactions and late fees over the course 4 billing cycles which is the reason the mpd increased with each cycle. The customer called on Tuesday and the request to have the mpd corrected due the credits was already submitted on the customers behalf. The changes will take effect in 1-2 billing cycles.
  
  Let me know if you have any questions.
  
  
  
  This is the exact response we got from Synchrony.  We have gone above and beyond for her.  All of the late fees have been removed and it will take a couple billing cycles to get the payment back to what it was at 85 dollars a month.

• Review fromFranci G

  Date: 08/31/2023

  1 star
  Lousy outsourcing. Takes zero responsibility for who that send to your home. Furniture Row is about how to corner you in to say they have to charge you for delivery, even when their delivery is a bunch of broken pieces. Don't recommend it. Definitely don't recommend their outsourcing. No excuse for that .

• Review fromDarrin L

  Date: 07/29/2023

  1 star

  Darrin L

  Date: 07/29/2023

  Ordered a sectional sofa on April 5, 2023 and paid in full. Due to typical delays in production, sofa was not available for delivery until late July. Delivery was scheduled for July 22. Drivers show up and immediately say the sofa wont fit in the room we want it placed in. The sofa was measured by my father and it would fit. They refused to attempt to place it in the room and took the sofa back to the warehouse. The following week, I call to reschedule the delivery and they were unable to reschedule because the drivers marked it delivered in the system and they cannot reschedule the delivery until that is unmarked. Days later, spoke to our salesperson **** on Tuesday, July 25 and the sofa was rescheduled for delivery for July 29. Apparently, the entire order was canceled on July 26 unbeknownst to us. Delivery was still scheduled and we continued to receive the updates and confirmed the delivery time, not knowing it was canceled. WE NEVER REQUESTED A CANCELLATION! July 29 rolls around and the delivery drivers skip our house, without any notification. We call the store to find out and they will not answer the phone for me (my number). I have my wife call and they answered immediately (using her phone) and told us we requested the cancellation and we have to go through the entire order process again. I asked to speak to a manager and was told no and they would have to call me back. I call a corporate number and they get an assistant manager to contact me. The manager sent a new link to repay for the order and set up for another delivery. He was NOT apologetic, empathetic, or wanting to help recover our experience. He did not offer to expedite our delivery or even refund the delivery fee for our inconvenience. He honestly didnt care about what happened and just wanted to get me off the phone. I will never be doing business with this disorganized company again. Completely unacceptable customer service. Management at the **** Blvd Store need to be held accountable.
  

  Furniture Row

  Date: 07/31/2023

  "Regarding Review #******,
  
  After reviewing this purchase, there seemed to be some miscommunication regarding product delivery dates and times, as well as if our guest requested a refund or not. We have confirmed the items are in stock and ready to deliver with a delivery date of August 5th, 2023. A time window will be provided the evening before the day of delivery.
  
  We understand miscommunication can sometimes happen and take these situations very seriously. We have verified with the local store and there is noted compensation prepared for when the products are received, and our guest is completely satisfied. We thank them for their feedback and commit to eliminating as much as possible any future miscommunications and thank them for their continued business with Furniture Row."
  

• Review fromMargaret G

  Date: 06/30/2023

  1 star
  **************** is pathetic. We have purchased numerous products from Furniture Row and to be treated unfairly . We purchased a leather sectional power- from them in May 2021 and did not receive them until Oct because of manufacturer delays. On Fri 06/23 we went to store to talk to salesperson. We brought our receipt and pictures of two of the recliners that were showing sagging in cushions. He told us he would send photographs to corporate and see what he could do. He said give him a day or so.after a week with no response we called again and left a message. Next day we call again and he said he was swamped but will talk with his manager. Later that afternoon we get a call that manager said it was normal wear and tear. What a joke. After spending over **** dollars on a sectional with only 1 yr and 1/2 of use its wear and tear for a senior couple with no children no pets on the couch. Stay away from this company.

• Review fromAlex W

  Date: 06/26/2023

  1 star

  Alex W

  Date: 06/26/2023

  They have commission (only) based employees do ALL of the janitorial work and do NOT pay them for it. When I asked how employees are paid for commission for janitorial services and human waste disposal, I was told that they have to do it for free. Yikes. Absolutely subpar quality for astronomical prices. All while implementing unpaid labor for naive employees.
  

  Furniture Row

  Date: 06/29/2023

  Our employment application notifies potential employees that they will be expected to contribute with certain duties, including light housekeeping.  As a former employee, you would have been aware of this and are also aware most employees make considerably more on commission, however if an hourly wage exceeds the commission amount based on their local and state minimum wage laws, they are paid that amount including any time spent vacuuming, dusting, etc.  Although we are surprised you felt the need to bash us after leaving, we wish you well.

• Review fromSusan P

  Date: 04/03/2023

  1 star

  Susan P

  Date: 04/03/2023

  This company is the worst, they don't tell you that they can reduce your available credit by just looking at your credit score. It doesn't matter to them that you make your payments on time and you pay more than required. They reduced my avalible credit and it made my credit score plumit 30 points.
  

  Furniture Row

  Date: 04/04/2023

  Furniture Row does not own or operate the finance company in which the customer has an agreement with. We have no control over credit scores or anything pertaining to payments, finances, or credit. They need to reach out to their finance company for further information.