Furniture Row is a furniture retailer offering bedroom sets, sectionals, recliners, and other home furnishings across multiple locations. This page aggregates customer reviews and ratings to help shoppers understand what to expect from the store's sales and delivery experience.
Furniture Row Reviews
2.2
18 reviews
What Shoppers Say About Furniture Row
Created with AI, based on recent reviews
Furniture Row has a sharply divided customer base. Shoppers who had positive experiences praise the salespeople for attentiveness and professionalism, and note that the company resolved issues without complaint when problems occurred. However, the majority of reviewers report serious problems: long delays in receiving ordered furniture, items arriving damaged, unresponsive management when issues escalate, delivery teams damaging floors and refusing proper repairs, bait-and-switch sales tactics with floor models, and unreliable delivery scheduling with poor communication.
The most consistent complaint involves delivery and fulfillment delays, with customers waiting months beyond promised timeframes for large orders. Damage issues span both the furniture itself and customer property, with management allegedly offering inadequate compensation rather than proper solutions. Several shoppers also describe feeling misled by in-store sales practices and frustrated by the inability to reach management when disputes arise.
Customer Reviews (18)
Sorted by: Most recentJessica W.Feb 7, 2024
Ordered a bed frame for pickup but over two weeks passed with no notification. I texted the store and found out it was ready, just nobody had bothered to tell me. The first text was nice but when I asked follow-up questions, the tone changed and felt dismissive. I contacted online customer service and got an apology for the lack of communication but nothing about the rude team member. Overall I wasn't impressed with the treatment. Their return policy isn't great either. I'll be checking the frame carefully before I leave and hoping for better service in store, especially after driving an hour to get there.
Amanda R.Sep 11, 2023
The protection plan they sell as amazing is actually completely useless. My couch isn't even two years old and has cosmetic damage that supposedly should be covered, plus mechanical problems. Mechanical damage apparently doesn't qualify even though I don't understand why. Nothing is covered. You just waste time and get nowhere. Don't buy it.
Daniel M.Feb 13, 2023
My wife and I shopped for a fabric sectional around 109 inches and the store manager helped us out. He only had leather options so he showed us a fabric model from the stockroom. It seemed comfortable at the time so we ordered it. The sectional we received was really uncomfortable. We called back and the manager said we could swap for another model, which we did. The problem was his behavior when we returned. He completely avoided us, didn't respond to my wife's greeting, and wouldn't look our way. He immediately handed us off to a different salesman who was actually very friendly and helpful. Because of how the manager treated us, we're done shopping there.
Kevin H.Feb 13, 2023
My wife and I went in looking for a fabric sectional and the manager assisted us. He showed us a 109 inch model in fabric from the back, which felt nice so we bought it. When it arrived, it was extremely uncomfortable. We called and the manager offered a switch to another sectional so we went with that option. The real issue was his attitude when we returned. He completely ignored my greeting, wouldn't make eye contact, and immediately passed us off to another salesman. The other salesman was very helpful and professional but the manager's behavior left a bad taste. We won't be back.
Anthony H.Sep 22, 2022
Really appreciate the fast turnaround Andrew! At the North Austin store and very impressed. My delivery came way sooner than I expected. Will definitely use the rest of my credit there!
Marcus T.Sep 22, 2022
Thanks so much Andrew at the North Austin location! My delivery showed up ahead of schedule which was fantastic. Looking forward to using my remaining store credit!
Christopher L.Jul 20, 2022
I'd give this place a zero if I could. We ordered a family room set with sofa, loveseat, and chair plus paid extra for premium frame and cushion upgrades. Delivery took 32 weeks. Within seven weeks the cushions started breaking down and lost all their support. A technician they sent confirmed the foam was subpar and recommended a replacement. For two and a half months we were fed excuses, ignored, and our calls weren't returned. Only because we kept pushing did management finally say they couldn't do anything for us. They completely walked away from the problem and our satisfaction. I won't go back and wouldn't trust them with my money. Once they had my payment, customer service disappeared entirely.
Steven G.Aug 24, 2021
The delivery crew was outstanding every time they came to fix the same problem, but the store management in Selma is where things fell apart. There's a manager in the bedroom department whose name I think was Joel or Noel, and also Daniel. I spent two and a half months waiting for a bed section that never arrived right the first two times because it had defects. Both managers made me feel like they thought I was stupid. When I talked to the one manager on the phone, he suggested I should have shopped at Bob Mills Furniture and claimed they carry the same products. I checked that out and found he was completely wrong. I was supposed to get an email when the correct section showed up so I could inspect it but that never happened. I actually found the right section at a different location on a different date but didn't want to make waves. This whole experience was really frustrating and poorly handled.
Furniture Row Review FAQ
What is Furniture Row's overall rating?
Furniture Row is rated 2.2 out of 5 based on 18 customer reviews on RetailCoupons.com. The rating distribution is heavily skewed, with 67 percent of reviews being one star and 28 percent being five stars, indicating very polarized customer experiences.
What do shoppers praise about Furniture Row?
Customers who give positive reviews consistently mention courteous and professional salespeople who listen to their needs and guide them to the right furniture. These shoppers also appreciate responsive management when issues do arise and report that problems are resolved without hassle.
What are the main complaints about Furniture Row?
The most common complaints involve long delays in furniture delivery (beyond promised timeframes), items arriving damaged, poor communication from delivery teams, and management becoming unresponsive when customers escalate concerns. Shoppers also report delivery damage to home property (such as floors) and alleged bait-and-switch sales tactics with unavailable floor models.
Do customers recommend shopping at Furniture Row?
Recommendations are mixed and depend heavily on individual experience. Satisfied customers express strong loyalty and say they will only shop at Furniture Row going forward. Dissatisfied customers, however, explicitly warn others and note that competing furniture stores in their areas offer better service.
How can I write a review of Furniture Row on RetailCoupons.com?
RetailCoupons.com accepts reviews from customers who have purchased furniture from Furniture Row. You can share your experience with delivery, product quality, salespeople, and customer service to help other shoppers make informed decisions. Base your review on actual facts from your purchase.