Complaints

This profile includes complaints 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

  5740 Broadway Denver, CO 80216-1023

  
• 

  Furniture Row

  924 Eglin St Rapid City, SD 57701-9525

• 

  Furniture Row

  267 North Rudder Freeway Bryan, TX 77802

• 

  Furniture Row

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

  
• 

  Furniture Row

  4425 Highway 31 E Clarksville, IN 47129

  

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:06/06/2025

  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.

  I purchased a chaise longue from Furniture Row in *******************, along with 3 bar stools on 4/30/2025. One of the bar stools I was able to take right then, and the other two were ready for pickup several weeks later. However, the chaise longue is set to take ***** weeks, and thus 2 more months from now. I stopped by the store this week because I wanted to cancel this and get a different piece of furniture that would be available sooner. They said you could only do this within 72 hours of purchase.I have a health condition that makes it nearly impossible to understand time (a form of time blindness). The ***** weeks was just a number. I am now very much feeling the impact, having to use a lawn chair in my living room for a very long time to come, and not having something for visiting guests.I don't want to not do business with them, I just want to swap the purchase to a different item at a similar price (a swivel chair) that I saw at the Littleton Furniture Row.I paid cash, so I don't have many other options besides this filing in the hope I can get some assistance for a disabled person.

  

  Business Response

  Date: 06/23/2025

  We're sorry the customer is frustrated with his wait time, unfortunately, custom ordered furniture cannot be cancelled after 72 hours.  This is why customers must sign an agreement in acknowledgement.  The customer was correctly quoted ***** weeks in writing and did sign the agreement (both attached).  The good news is that this custom ordered chaise has arrived at our ******************* and will be available at his local store in approximately one week, well ahead of the quoted time frame.

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Will Power

• Initial Complaint

  Date:06/04/2025

  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.

  They sold me an extended warranty and lied about the coverage. I was told the warranty covered pet damage and is the sold reason I got the warranty even after asking if my dog was to chew up the entire couch would it be covered? He said yes! Well, My warranty claim was denied after learning there is no coverage for pet damage. No brochure or contract was given to me to read or sign.

  

  Business Response

  Date: 06/06/2025

  We're sorry to hear of the damage to ******* furniture by his pet and for his misunderstanding of the 5 year stain protection.  We understand that recalling discussions during a purchase made over 4 years ago may be a bit fuzzy, but we have never offered protection against pet damage as this is considered abuse by all manufacturers.  Additionally, the salesperson for his purchase was not a new employee, but a manager of some time.  It's not feasible that a veteran employee would give incorrect information accidentally, and would not have a monetary incentive to do so intentionally.  We empathize with the customer's situation, but pet damage is not now, and has never been covered.

  If the customer feels they misunderstood the stain protection plan and would like to cancel the remaining year of coverage, we would be happy to refund that $19.80 back to him.

   

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23419492
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/08/2025

  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 placed a order for a dinning set and table set for my living room when I placed the order I was told the bench for the dinning table was included I was finally called to schedule delivery and was told I would get a call the night before to give delivery time I was never called I got a email after I went to bed I got a call at 7:38 saying they where only a fem minutes away then they came and only had the dinning table with no bench so I asked and said yes they had to go back to get the tables for the living room I was told no bench was on the order they left I checked out the dinning table 3 of 4 chair are wobbly and the table is wobbly I called the person I ordered with and told her about the bench and wobbly furniture When they came back to deliver the other table they tried to fix the table but its still wobbly then I got a call and was told I would have to pay for the bench

  

  Business Response

  Date: 05/16/2025

  Customer purchased a 5 piece Lisburn ******************** set.  This includes the table and four chairs.  There is a disclaimer on our website that states the bench is sold separately, but in apology for the confusion we offered to refund the amount equivalent to their delivery fee to apply toward the purchase of the additional bench if he chose (a discount of $296 off a $449 bench).  Customer declined this offer and chose instead to return the product for a refund.  The pieces have been picked up and refund processed.

• Initial Complaint

  Date:05/05/2025

  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 April 16th 2022 I finally bought my dream sofa from Furniture Row. We had just moved into our newly built home, we only ever had hand me downs for our furniture. When we bought this sofa from Furniture Row we were spending a pretty ***** on one piece of furniture so I immediately told the salesman (****) that I absolutely wanted a protection plan. He informed me that it covered everything except damage from animals (totally understandable). He proceeded to tell me that even if my husband had a screwdriver in his pocket and sat down and it punctured the sofa that it was covered. He knew we had two rambunctious toddlers and said that this protection was a must have. I was sold. My dreams were coming true. I told everyone about how great Furniture Row was and how their protection plan was top notch along with their customer service. Covered stains and everything. Come to find out thats not true at all. Only stains. But the thing is my claim was rejected through ******* because they only cover a Single Incident and it has to be within 10 days of the incident occurring. Talk about a punch to the gut. I spent my husbands hard earned money on something and they refuse to replace it. I was sold a completely different protection plan. Now they say it doesnt exist. Im absolutely sick and disgusted that a salesman can lie to make a sale and tell me what I want to hear and now Im completely screwed? I dont understand this at all. Why would I spend that much on a leather sofa and not buy protection that covered it all? Ive had family that bought furniture from there as well, because of me, and the salesman sold them the exact same lines about the protection plan. I have been saving for a few years to be able to purchase the matching furniture pieces. By the end of summer I would have had them bought. Now I may only ever buy from **** ***** Furniture if this cant be remedied. They mean what they say and stand behind it. Im absolutely heart broken.

  

  Business Response

  Date: 05/09/2025

  We're sorry there was a misunderstanding with the ******* 5 year stain protection.  ******* provides coverage for single specific stains, not accumulative stains over a period of years which is the case here.  The decision on the claim is solely the responsibility of ******* Cleaners, not Furniture Row, as we do not own or operate that company.  Having said that, if the customer feels the stain protection and accompanied cleaners are not what she understood them to be, we are willing to refund the purchase of that plan back to her (which would also cancel all future coverage or supplies).  This can be done by calling her local store.

• Initial Complaint

  Date:04/28/2025

  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 couch loves seat and a chair. They all recline. The zipper on thee middle section of my couch came undone. I call** they came and fix** the zipper that day . They broke the brackets and left it knowing that. When I notic** they came back and fix** the zipper order** the brackets. They came back k and repla ** the bra gets. At that time another peice was broken by them . They stepp** out and call** their manager and came back in, they were going to order the middle peice and replace the middle piece. It has been since e the middle of January when they were last here. I this last week twice. Both times , they said they would make so.e calls and call me back before the end of the day. I have had issues with this middle pie e sin e I bought. The customer service here in *********** ******** is awful. They want the sale but do not stand behind thier fur ture. Please help me get my furniture fix**. My furniture is exactly where they put it when they brought it here.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23257902
  
  I am rejecting this response because: They did contact me and left me a voicemail , which I have saved. They state they will order the brackets and will have the headrest fixed and will sew my zipper in the closed position to keep it closed, as this is the 3rd time that zipper has come undone on its own.  
  We also had a conversation that I do not want the delivery guys to touch my furniture as every time they have broke something and set the couch back hoping I would not find it. They will have someone they contract out to do this repair. As I am still paying on this furniture , never missed or been late on my payments. That is all they are willing to do. The only thing wrong the first time was the zipper. Those delivery guys broke the brackets and left it that way. They came back to replace the brackets after I noticed, and called them. They broke my headrest on the same peice and set it in place hoping I would not notice. I was told they were ordering a new center peice of my couch. Two months later I called to check the status and know one knew what I was talking about ordering the new center peice. The quality of their furniture is great. The people who deliver or fix minor things make mu h bigger problems. I am not satisfied with what they are offering. They should replace the whole center peice. I have not moved my furniture frome the place they set it when they delivered it
  

  
  

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/09/2025

  Customer has been out of warranty since July of 2024 but despite that, we have willingly assisted her with her complaints.  The most recent complaint is not near the area the technician previously repaired, but again, we have willingly agreed to address her concern one last time despite being out of warranty.

• Initial Complaint

  Date:04/23/2025

  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.

  Purchased bedroom suite plus dinning room table chairs and living room furniture. 4 items were replaced immediately with damage - one item fixed but took many weeks. The issue is a couch that was delivered without supports underneath, bowing the couch to the floor in the middle. No response for weeks until we called daily. Company agreed to find legs and put them on but states they cant replace if the legs resolve the bowing. The couch has already been compromised and likely is out of square and literally bowed to the ground when Weight bearing. All we asked for was a replacement - not our money back just a couch that comes with the correct parts and hasnt been broken down due to their oversight and poor quality assurance.

  

  Business Response

  Date: 04/24/2025

  This customer has already been told that if the support legs does not fully fix the issue, we are willing to replace the sofa.
  
  

• Initial Complaint

  Date:04/22/2025

  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.

  Six months ago, I purchased a couch from Furniture Row. When the couch was delivered, the delivery team broke a piece of it during the setup. I reported the issue immediately, and although it was eventually repaired, the process took an unreasonable amount of ********, the same exact piece has broken again, which clearly indicates a recurring issue with the product or the initial repair. Instead of standing behind the quality of their product and service, the company is now claiming that the damage is somehow our fault which is both inaccurate and unacceptable.We have taken care of the couch and used it as any normal household would. There has been no misuse or abuse of the furniture on our end. This repeated failure is clearly not due to customer negligence, but rather a product or repair defect that should be their responsibility to fix.

  

  Business Response

  Date: 04/24/2025

  We talked with Ms. **** and ordered her a replacement armless piece for her sectional. We will deliver and exchange the piece when it comes in.
  
  
  ******* *****
  Regional Sales Manager
  Furniture Row 

• Initial Complaint

  Date:04/17/2025

  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.

  Please see attachment

  

  Business Response

  Date: 04/22/2025

  This customer only reached out to our *************************** on Thursday.  We responded Friday and are currently waiting for the customer to submit pictures for review.  

• Initial Complaint

  Date:04/01/2025

  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.

  In August of 2023, I purchased a 5 year warranty ($400) for $6,000 worth of couches, under the pretense that I would receive unlimited supplies from Furntiture Row, cover all stains/tears/mechanical/technical breakdown by the salesman who sold us the products. In the last 12 months I went in to get a full refill of my warranty stated unlimited supplies just to be told that it had randomly changed to 3 items, that is not what I agreed to or paid for. I also was told today, April 1 2025, that now the warranty does NOT now include breakdown. Furniture Row is causing me and my family mental distress and am seeking damages from Furniture Row corporation as well as an apology in person from Furniture Row.

  

  Business Response

  Date: 04/16/2025

  Furniture Row has never provided an option to purchase an extended warranty.  Furniture defect warranties are supplied by the manufacturer, in this case expiring after one year.

  The customer did purchase a 5 year stain protection and Furniture Row does offer free refills of cleaning supplies during that time as a courtesy, it is not mentioned in the plan from the cleaning company, itself. Each bottle is enough product to last several months to several years, depending on the needs of the furniture.  This customer came in 18 times over a 15 month period requesting new bottles of all products.  The management rightly explained we cannot continue to let him take advantage of our courtesy so he limited the amount of products the customer can receive to a more than reasonable amount.  In addition, the customer needs to bring in the empty bottles to receive new ones (this is the standard practice for all our stores). 

  If the customer wishes to cancel the 5 year stain protection, we will be happy to do so and refund the remaining years of coverage back to him. 

   

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23148084
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/28/2025

  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 purchased 2 chairs and a sofa in February and they were delivered at the end of the month. They replaced 2 manual reclining sofas I had had for 25 years! These sofas were amazing and durable but it was time. Obviously I keep things and take care of them. I was actually sad to replace them because most of all, they were comfortable. First, I love the chairs. When the sofa was delivered we discovered there was a tear in the fabric on the side at the bottom and the store was great at replacing it. Because of this I did not have time to really see if I liked it or - most of all - if it was comfortable. Since the delivery I have gotten the answer to that last question. The sofa is NOT comfortable. I have spent 2 weeks adjusting the side where I sit every possible way I can, to no avail. I called the store to tell them I would like to exchange it. I told them I would do whatever necessary to facilitate this - especially to pay shipping. I was very clear the sofa was not comfortable. I was told they would not do so. Since that happened what would have been my main reason for returning/exchanging materialized. See the picture. After less than a month the fabric has puckered and has a large divot. I want to emphasize that in 25 years my other sofas never ever did that. The fabric must have been incorporated into the cushions and never showed what you see in the picture. This has made me aware that it is shoddy craftsmanship and if this is how it looks in a month the ability to withstand normal wear and tear will be awful. It does not seem possible to keep a sofa which is uncomfortable for me to sit on and which will not keep its looks. I am asking, even if they have to make an exception, for them to allow me to return or replace this sofa. So far I have not made any demands or threats but I am anxious and extremely upset by this. This cheap sofa must be replaced. They are not treating me like a customer who needs to be assisted and satisfied.

  

  Business Response

  Date: 04/02/2025

  Thank you for reaching out with your concerns.  I'm sorry to hear you are finding your furniture to be uncomfortable! Rest assured; this is a common concern with brand new furniture.  Since it takes time for the foam to release the air trapped in the cellular structure, it will take time for your cushions to have the same consistency as the floor model you based your decision on. The foam density of your furniture is the same foam density as our floor models so they will feel the same with enough time and usage. Similar to breaking in new shoes, the time it takes to break in cushions will depend on how often they are used. This process can take a few weeks or a couple months.
   
  Regarding the fabric imprint on the seat cushion, our sofas have a Dacron wrapping around our high-density cushion cores. This wrapping provides an extra layer of comfort, to protect against the firm cushion core, and will allow the fabric to migrate slightly when in use. This wouldn't be considered a defect from the factory, but just a normal shifting of material that allows a degree of elasticity when in use and will not lead to an increased level of wear over time.
   
  We do allow a small period of time to exchange as a courtesy to our customers,usually a day or two after delivery, because we understand that sometimes you don't know how an item will look or fit into a space, but unfortunately, we arent able to extend that option after this length of time.