Furniture Row

Do not shop here! The follow up customer service is awful. My dining room table was not assembled correctly (the delivery people were useless and very obvious to me all they wanted to do was slap it together and get out). When I returned to the store I did speak to someone who I thought might help me get results — that was five days ago and I have yet to even get a phone call. In addition, the day I purchased my bed I was supposed to get a mattress pad, they were out so said they would fedex. I called once, they said it was on its way. When I returned to the store about the dining room set I stopped by the Denver Mattress and the guy basically tossed one to me and walked away. After spending over $ 4,000 it is a lesson learned NEVER to go to Furniture Row (especially Parker Road) again.

Terrible customer service. I ordered a couch in the middle of May and was told it would arrive in their warehouse for us to pick up sometime between June 10^th and June 20^th. When I hadn’t heard from them by the 20^th, I took upon myself to call the store to get an update. They then said that it would arrive closer to the end of the month. I just called again and was told that it would now be the end of July before it arrives. I wouldn’t be as concerned if they cared at all about communicating this information to me. The fact that I have to call them to find this out is ridiculous. If I didn’t love the couch so much I would’ve canceled my order, which by the way they offered to do with no hesitation… both times I called. Don’t they realize the time it takes to find furniture you want for your home? It took weeks of research before I found something. I don’t exactly want to start over.

Big lack of communication to the customer and internally between departments! As I write this it is 1:04 pm and the delivery people said they would come between 10 and noon. I called and talked to Angelo who said rather than keep me on hold he would call me back. Forty-​one minutes later after not hearing anything I called again and spoke with Larry. He said no one could get ahold of the delivery coordinator or the delivery men. Larry said they don’t have their numbers. When the delivery man finally called I was given another two hour window. They showed up at 2 and had no idea they were switching one bed out for another even though it was noted on the invoice. It would have been nice if someone had called earlier to let me know what was going on and I explained this to the disinterested delivery guy. Here is what happened with the box spring delivery: I talked to the assistant mgr at Denver Mattress and explained that the salesman who sold me the box spring had told me a 9″ one would be fine after I pointed out the bed I bought. I wondered if I should get a 5″ as the problem before was the mattress was sitting up way too high. The salesman snapped, «Nine inches will be fine». I figured he was the expert but should have gone with my own gut feeling. This guy (Kevin) was not personable at all, was in a horrible mood and treated me like I was an annoyance. I let it slide as who knows what personal battles he is fighting. However, I would NEVER behave the way he did to a customer! So the asst mgr agreed to switch out the box spring for a bunky board and said it would be delivered on Labor Day. Today is Sunday and at 6:21 pm I called Furniture Row because no one had called with a two hour window for tomorrow. I was told the delivery wouldn’t be until Thursday! I also asked why no one called to let me know and the nonchalant guy on the phone said it was due to «MISCOMMUNICATION!» I know things can’t always go smoothly but this has been one thing after another. I am a pretty laid back person and don’t want to come across as a shrew. Every guy who delivered furniture up to my third floor apt received hefty tips and I was nice to them as I know they work hard. I’ve been nice to everyone at Furniture Row but there is a serious lack of communication that should be addressed and some of the workers attitudes need adjusting. I have to also mention that Angie who works at Bedroom Expressions is very delightful and knows how to speak to customers!

The time had come at last for a new bed, and we decided to go all out — headboard/​frame, matching nightstands, the works. This on top of a Tempurpedic mattress which cost more than what we came for, but on test driving there was no comparison between it and the cheaper one, and we’ve realized we’re getting too old to compromise on sleep anymore.
Our salesman Kevin was outstanding — no pressure, there when we had questions, respectfully distant when we didn’t. And when we needed an increase in credit for the fancier mattress, he made that happen for us.
The set was delivered yesterday and the delivery guys were as great to deal with as the salesmen. Professional, fast, courteous, even friendly. One of the most problem-​free, pleasant experiences I’ve ever had with delivery. Delivery was free, haul-​away was free, and I really felt well taken care of by the store.
I deducted one star because we were slightly drawn to the bonus big screen TV offered on «qualifying purchases,» which it turns out our $ 3000 mattress wasn’t, only the cheaper models. This makes no sense to me. Isn’t the point to motivate people to spend more money? But it wasn’t a dealbreaker and they did throw in two free pillows (an additional $ 260 value). We are deliriously happy with our new mattress and new bedroom set, and will remain Furniture Row customers in future.

Furniture Row in Aurora Colorado has absolutely no sense of customer satisfaction or service. Instead of working with a long time customer who has literally spent thousands and thousands of dollars at their stores over the years, they instead are more willing to lose a long time customer.
Unwilling to move on a restocking charge of $ 225 (for 1 $ 900 loveseat/​chaise!), unwilling to remove it even though we were buying more from them, unwilling to reduce it, even though we were buying more from them, unwilling to make the tiniest concession, EVENTHOUGH WE WERE BUYING MORE FROM THEM, they instead sat on their hands, knowing they would lose our current and future business.
In the service industry, a company cannot sit there and insist that their policy is written in stone and that there is nothing they can do about it. I have been in the service industry for almost 30 years, and can only shake my head at their poor business decision. In addition, to have the store manager tell me that there is nothing he can do, because the company does not give them any authority in that area, is absolutely ridiculous… Come on Furniture Row — empower the people you put in charge! And to Regional Sales Manager Alfonso Guzman — answer your phone when your store manager is calling to try to work things out, even though you already said no.
Terrible.

When we moved to town we and of course needed furniture for our new home. We went to furniture row not knowing what to expect.
I was pleased with the salemen not being too pushy and the selection of furniture was great and price was very competitive. My only complaint was the delivery charge price — kind of steep!

I have heard some people complain about their experiences at some of the furniture row stores, but recently I purchased a sofa set at Sofa Mart and I can’t. Aside from the fact that they had exactly what I was looking for, the quality of couches that I sat on here are much higher then what you would find at American Furniture Warehouse. You can tell that the leather is a higher grade. Every sales person I dealt with here was pleasant and non-​pushy. Sure the prices could be a bit lower, especially consider everything in the store in imported. The delivery service was reasonably prices and my entire transaction here went very smoothly.