Furniture Row

Short version
2 delivery windows missed, one by 1hr, the other by 5hrs and Charles (store manager) had no idea where the delivery team was or why they weren’t at our home despite reassurances that the issue was being dealt with. Completely inept management and customer service.
Long version
We’d planned to furnish our place prior to our move so it was important that we coordinate deliveries with the places we’d ordered furniture from. Furniture Row was one of three stores we ordered furniture from, but the only store that has failed to meet date/​times set or deliver as expected.
Our first delivery was expected on a Friday between 4−7pm. By 6:30pm we’d still not heard from the delivery team so I called the store and the night manager assured us that they were on the way. At 7:15pm I called them again to be told they couldn’t reach the delivery team. I expressed some concern given that the store closes at 8pm, but was told they were on the way. 7:45pm and they still aren’t there. A little after 8pm and I find out that they were «delayed by heavy traffic in the area». Having lived in Atlanta I know about heavy traffic and there is no traffic in Madison short of alien-​landing that would prevent you from driving down the road. Team finally showed up close to 8:30pm, only to find out that what they brought us was damaged and would need to be replaced.
I called the store on Mon, spoke with Charles and was told that the furniture would be reordered and they’d call with a new delivery date. In the meantime I asked to have the bed-​spring replaced since they gave us the wrong bed-​spring and was told that would also need to ordered.
Fast forward a couple weeks and I speak with a rep in the Denver Mattress side who confirms the replacement bed-​spring is available and I let him know I’ll be driving in from Atlanta to pick it up. «No problem, just let us know if you won’t be able to make it or if you’d rather have it delivered». When we get into town we find out that our bed-​spring was sold. This is a pretty big disappointment given we drive 300+ miles, but since we needed to pick up furniture from another store, and they are going to deliver the replacement with the bed frame, it’s no big deal. We set a date for ¹⁄₁₆ and they ensure me that due to the hassle our delivery will be first in our slot to make up for the inconvenience.
Our experience ends with our most recent fiasco. We get a call that our bed frame and spring will be delivered on 1/​9, one week earlier than planned. I let the delivery person know that we need to keep the original date since we live in Atlanta. Driver assures me that’s no problem and on the 15^th I call to verify that we’re good for the 16^th. Charles wasn’t available but the «night manager» Lawrence (who I was later told isn’t a manager and can’t promise delivery priority) told me you’re good for the 16^th and I’ve got you down as a priority delivery. The driver will call you when he’s on the way.
¹⁄₁₆ and our window is slotted for 3 – 6. Since we’ve now been told twice that we’d be prioritized we expected them there around 3ish. Come 5pm you can imagine my surprise when I get a call from the delivery team only to be told, «we can’t be out there tonight, how’s Sun. or Mon. work?». When I explain that’s not acceptable since we drove from Atlanta specifically to take position of the items he says, «well, we’ll see you when we see you».
I call and speak with Charles who tells me that the team is «stuck in traffic and running behind» so our delivery will be late. Explaining to Charles that this isn’t acceptable, that this is now the 3^rd time we’ve encountered significant issues with delivery and items purchased, his only reply is that «this never happens» (despite it happening to us 3 times) and «what more can I expect him to do». Against my better judgement, we decide to wait for the team to show up so that we can just be done and we’ll stay for the night. I talk to Charles at 6:30pm who let’s me know the team «is just wrapping up and will be at your place within 30 minutes».
8pm? Still no delivery. Not only did they miss the «early delivery», but the 3 – 6 window and now the most recent time. I called Charles to let him know the team isn’t there, and he seems surprised that they hadn’t already finished. I asked him why, as a manager dealing with a customer that’s experienced such poor service, did he not bother to call us to a) verify they were there as he indicated and b) were we at least happy with the replacement items but got no response other than, «I’m disappointed to» and «I’ll call them immediately».
At @8:10pm the delivery team shows up and within 20 minutes they are done. 5hrs of waiting, countless phone calls back/​forth dealing with a manager who’s only fix was «you’ll just have to wait» for something resolved in 20 minutes.
Never will we do business with this store again when 2 other stores were able to delivery on time with far less hassle.