Complaints

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:12/23/2023

  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 bought a couch, around the above price, less than a year later, started going bad, they took to repair, still didn't fix it, I refused,I go weeks without a place to sit in my home, except a floor.i expect a refund or another sofa without disruption

  

  Business Response

  Date: 12/26/2023

  "Regarding our valued guest, *********************,
  
  We were alerted in September 2023 about an issue with squeaking from ******'s purchase in May of 2022.
  
  ******'s one-year manufacturer's warranty was no longer in effect regarding defects, but nonetheless, we offered to send a service technician to evaluate the product and assist in locating the sound. Many products are allowed a certain level of sound to be heard when operating, and these expected sounds would not be considered a defect.
  
  Our service technician evaluated the product and attempted to help with some of the sounds the product was making while being operated. When ****** informed us the concern was not resolved, we offered ****** a courtesy replacement set, which she received in early November of 2023.
  
  ****** reached out to us again during the third week of December 2023 to let us know the replacement item was having a similar concern. We again offered to send our service technician to evaluate and locate the concern, but we were denied this attempt.
  
  Since this item is not under warranty, and we were not allowed to evaluate the concern, we regret we are unable to provide further assistance."

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

  Regional Manager

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21051321
  
  I am rejecting this response because:
  Go ahead and send a tech ,but if they need to take it away, I need something to sit on in that time,  I have no other furniture nor can I afford to go buy something.  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/09/2024

  "Pertaining to our valued guest, *********************,
  
  We will reach out again to offer a courtesy evaluation from a third-party service technician, at no cost, to help identify and attempt to alleviate any sound concerns while on site. Because of the nature of motion, reclining pieces, there is a reasonable range of sound which would be considered acceptable in furniture, and ************** will only be able to assist within that scope.
  
  Unfortunately, due to this purchase already being exchanged once as a courtesy while outside of the manufacturer's warranty, we would not be able to offer further assistance beyond this evaluation.
  
  We hope this helps resolve any concerns and the product can still be enjoyed."

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

  Regional Manager

   

• Initial Complaint

  Date:11/04/2023

  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.

  Ive been using Furniture Row-The Showroom, for over a year now. I bought a chair from them in December I believe and its been great. Recently, the chair leg messed up and we contacted them for repair since they have a one year warranty on the chair. This includes repair, and was told at the time of first contact about repair, replacement if needed. They picked up the chair for repair in August and have had it ever since. My partner and I have called for several weeks, asking for an update, estimate on when it would be delivered, anything. Weve received nothing, only that the manager would call us back. Which we have no received, only after calling back several times, finally hearing from a manager. The chair was finally scheduled to come back on November 4th. This was scheduled on the weekend of October 21st. It is now November 4th and I have not received any communication about the chair. I called this morning and an employee told me someone was supposed to call me, but that the chair was not repaired and did not have any information on when the chair would be fixed and scheduled for delivery. I was told there would be a message left for the manager. An hour later, the same employee (not the manager) called to tell me they can fix the chair this next week and it SHOULD be delivered. I asked if a replacement would be an option since I was told this was a part of the warranty and is possible. The employee told me that now, since its been too long (the business has had the chair for three months now while the warranty was good) and the chair is no longer able to be replaced. The business has no management, no communication with customers, and is frankly, proving to be a scam. All I ask is that I get the chair back, repaired or not, and take it to a different business to repair it and that I receive a credit for the amount paid in repair. Or that they trust the agreement and REPAIR OR REPLACE the chair.

  Customer Answer

  Date: 11/11/2023

  The chair was scheduled to be dropped off tonight. I received a text yesterday asking to confirm this. I confirmed. No chair has shown up. 

  Customer Answer

  Date: 11/11/2023

  The chair was scheduled to be dropped off tonight. I received a text yesterday asking to confirm this. I confirmed. No chair has shown up. 

  

  Business Response

  Date: 11/15/2023

  I spoke with *************************, It was great to reach out. Sounds like the store could have done a better job with communication, I explained that I wanted to earn  their business, and keep the relationship good. They were happy that they are scheduled for a Friday delivery, and I offered a $100 compensation for their time. They said that wasnt necessary,but I insisted and ******* said they will keep my phone number, for future purchases.  

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

  Regional Manager

   

  Customer Answer

  Date: 11/17/2023

  I received a $100 credit from the business, after speaking to ******* about the complaint. He was very kind and I appreciate the assistance with this matter. I received the chair today, 11/17, and it is fully repaired. I'm satisfied with the business's response and would like to close the case. I did not mean to reject their response when I saw it. That was an error on my end. 

  

  Business Response

  Date: 11/27/2023

  Chair was delivered on Friday 11/17. Customer is happy and sale is final. 

  

  Business Response

  Date: 11/27/2023

  This has been answered for both complaints.  The last was just this morning

   

• Initial Complaint

  Date:11/02/2023

  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.

  A ***************** was purchased at Furniture Row, we pd for **************** however the delivery team did not attach the headboard to the bed frame. No one told us that they would not attach the headboard because it was purchased at ***************** which is part of FR ) and delivered earlier in the day. The woman who sold this headboard to my husband knew about the Denver ******** purchase because she told him the original frame, he wanted would not wk with the headboard, but they still took our money for a set up that they knew would not be completed and to make matters worse the headboard was not compatible with the second bedframe so I'm not sure why no one picked up on that. This furniture was purchased for my mother-in-law who was moving to a memory care facility which was already stressful and this just made matters worse. I feel like we were duped into paying a setup fee and I want a refund of that charge.

  

  Business Response

  Date: 11/02/2023

  I spoke with ****. She has been refunded the portion of delivery for the headboard on invoice ****** in the amount of $7.31. We apologized for the miscommunication and have advised managers to have the delivery team let us know when they run into a conflict like this in the future.

  Regional Manager

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

• Initial Complaint

  Date:09/11/2023

  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.

  The ******* sofa protection insurance is a scam! I went through the hassle of filing a claim due to a stain, and they are terrible. First they sent a machine to clean it myself that didn't even have all necessary tube to work! The machine was disgusting and filled with hair from presumably the person who used it before. Without the necessary hose, the plastic junk was simply plastic junk. Then they sent out a ***************************** crew who were unable to remove the stain. Then they said there was nothing more they could do because I did not know the exact cause of the stain. I wish the Furniture row sales person never mentioned this disgusting business. What a waste of $200+, plus the time dealing with them. Do yourself a favor and avoid at all costs.

  

  Business Response

  Date: 09/11/2023

  BBB - this complaint is for ******* Cleaners.  Furniture Row neither owns nor operates *******.  We do not have control over their claims decisions or their practices.  We respectfully ask that this be removed from Furniture Row's account.

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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.

  5-02-2022 $1854.92 2 ********************* Chairs Blue total cost of chairs $7827.07 The one chair came broken the other is more distressed than normal They wanted to give me the Floor chair to replace the broken oneIi just wanted to return both and get my money back or give me Store credit which I could use at a later date.Invoice number 201-10507325

  Customer Answer

  Date: 07/07/2023

  I picked up the chairs on April 27 2023. I called the company the next morning on April 28 to tell him the chairs were defective. My heart was broken.

  

  Business Response

  Date: 07/18/2023

  I spoke with ***** and we are going to return the chairs to the Grand Junction store. She was so happy that she said she will do business with us in the future. She is all taken care of!

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

  Regional Manager

• Initial Complaint

  Date:06/16/2023

  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.

  On 5/31/18 I purchased a 2 piece leather sectional with a 5 year Alway Protection Plan from Sofa Mart. I actually completed the purchase of the sectional however the sales associate continued to stress the importance of having the protection plan that I added the plan on in a separate purchase. Invoice #***-l0148208 and #***-l0148***. On May 10 2023 I submitted a claim for a beverage stain and grease stain from popcorn. (Photos attached). The response from the company was that this was standard wear and tear. The plan that I purchased stated food and beverage stains on leather are covered under the protection plan. I attached pictures of the stains. You can clearly see that one of the stains is even in the shape of a beverage can. The company sent me conditioner and cleaner for the leather. After applying the conditioner and cleaner the stains did not fade. The company stated these stains are just normal wear and tear and closed the case. The stains remain. I am filing the complaint because I feel Sofa Mart pushed the sale of the protection plan and then failed to follow through with the terms of the protection plan.

  

  Business Response

  Date: 06/30/2023

  BBB, we feel this complaint should be removed from our listing.  The customer's issue is with ******* (a company neither owned nor operated by Furniture Row) declining her claim.  We provided the option to add Accident Protection and provided the literature on what it covered.  ********* decision to deny her claim is solely their decision based on the information she provided them.