Complaints

This profile includes complaints for Furniture Row's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Furniture Row has 94 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Furniture Row

  5740 Broadway Denver, CO 80216-1023

  
• 

  Furniture Row

  6310 Corporate Center Cr Colorado Springs, CO 80919

• 

  Furniture Row

  6037 Peach St Erie, PA 16509

  
• 

  FR Bedroom

  2039 Walker Lake Rd. Mansfield, OH 44906

  
• 

  FR Living

  5807 W Creek Blvd Fort Wayne, IN 46818

  

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:11/20/2024

  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 a **** and two chairs from Furniture Row on September 4, 2024. I paid almost $3,000 without taxes and delivery. Prior to buying the three pieces of furniture, we asked the sales person about the warranty. We were advised that there was a 12 month warranty. If something broke, they would fix it. If they could not fix it, it would replaced for free. We contacted the store numerous times about a broken chair and broken sofa. The store refused to repair or replace the items. They offered only $250 when the items are barely 2 months old. We contacted customer support via ******* and were told by a customer service supervisor that they would refund $800 but it would void the remaining 10 months of the warranty on all of the furniture including the chair that was NOT broken. $800 does not come close to the money we spent on the items. We were told they would repair or replace items and they are refusing. They cannot even fix the sofa because it was put together so badly, there are chunks of wood in the arm rest. The arm rest is completely broken. It is not repairable. However, the customer service supervisor stated that they are only offering $800 because it is repairable. I told her then come fix both pieces as promised in the warranty. But, they assembled it wrong and you cannot replace the broken pieces of wood that are now missing from the couch. I offered a compromise and was told no. $800 and voiding a 12 month warranty on three items is not right. They have a binding contract that they are refusing to abide by.

  

  Business Response

  Date: 11/25/2024

  The statement made by customer contain only partial truths concerning our conversations.  Customer has a one year warranty for repairs of defect in their furniture.  She was told via email we would repair and/or replace the parts of the two minor damages.  To provide multiple options, we also provided the option to keep the furniture as-is for a substantial discount.  The customer requested far more which was deemed unreasonable considering wed already offered to fully repair the pieces and the issues were minor. 
  
  Ultimately, the customer agreed to the discount offer. They provided us with their account number and the partial refund has already been processed.  We consider this matter to be closed.
  
  With regards,
  Furniture Row Customer Service
  

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising 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.

  Bought the warranty on my living room set and when they delivered the set one of the couches had a loose stitching and had a whole they replaced it but that was from the delivery the warrnty we paid for was for 5 years and now that we have a whole on one side they don't want to cover the warranty we paid for 5 years and now they are saying they won't cover it when that original wasn't an as is item it was a brand new set that has a warranty already so why did they cancel my 5 years warranty I either need to get reimbursement for the warranty or my couch replaced

  

  Business Response

  Date: 11/14/2024

  Furniture Row has never offer the ability to purchase "extended warranties."  The customer is likely confusing the 5 year Stain Protection Plan which they did add, however this would not be applicable to their complaint.  The manufacturer did provide a one year warranty on the fabric, but this would have expired in May of 2023.  If the customer feels they misunderstood the Stain Protection Plan, they can contact our *********** at ************ to cancel the remaining 3 years and receive a refund equivalent to that remaining time ($119.40), however this would also void the 5 years of free cleaning products provided through the Protection Plan.

• Initial Complaint

  Date:11/07/2024

  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.

  On September 14th we purchased, a bedroom set from Furniture Row in ***********. We were told because it Is custom built that it would be 6 to 8 weeks before delivery. We are now 8 weeks have not heard from them until November 7th when I called and talked to Sabestian. He apologized that there had not been any communication or contact from them to inform me that it has been delayed. I told him that I am paying for a product that I dont have in my possession, and that it is really frustrating. The furniture was paid for on a payment plan with **************. October 28th I got a phone calls from ************** that I havent made a payment, and that I must do so or they would send me to collections. I made the payment over the phone and explained to them that I have not received the furniture that was purchased. They said there was nothing that they could do and to call Furniture Row. I called furniture row on November 7th, when I was finally able to and the person that I spoke with told me that the items had been delayed in manufacturing and shipping. I explained that I am paying for items that I dont have in my possession. That November 9th would be 8 weeks since we purchased the furniture.If you are going to tell someone that there is a 6 to 8 week delivery time and you learn it is delayed keep the customer informed and dont charge the customer or the bank until the items are delivered and signed for. For who knows tomorrow they could close their doors and declare bankruptcy, they already got the money, but I dont have the furniture!

  

  Business Response

  Date: 11/13/2024

  At this time we have left 2 voicemails for the customer to discuss his purchase ***.  Once on Saturday, 11/10 and another on 11/12.  All items are expected to arrive this week except the side rail and center support for the bed.  The manufacturer's estimate is currently mid November to our Distribution Center.  We are doing everything we can to get the product to the customer as soon as we are able.  Once we receive his items we will be happy to provide two deliveries and to refund their delivery fee for the longer than expected wait.

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

  Regional Sales Manager

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22528183
  
  I am rejecting this response because:

  After Having been in contact with the store manager on November 13, **************************************************************************************************************************************** ******.  It is also extremely unacceptable to be charged for something that has not been delivered.  I have worked with other companies and they cant charge a customer for services not provided or delivered without a signed statement by me the customer.l, that delivery has been made and to my satisfaction.  
  

  It is fine to require a down payment at time of order, but not full payment until delivery.  I have no recourse to go against them if delivery is not made, because they have their full payment.  
  

  Furthermore Furniture Row broke and voided the contract by not keeping me informed of delivery issues. It was not until I called them on November 7, 2024  to find out the status of our order, that I was informed that was even a problem. 

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

  

  Business Response

  Date: 11/20/2024

  Customer was called 11/12, 11/13, 11/14 and 11/15.  We offered multiple deliveries to get furniture to him sooner but he chose 11/23 for delivery.  All pieces are in and will be delivered on the day he chose.
  
  

• Initial Complaint

  Date:11/06/2024

  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.

  Purchased (2) bedroom sets for our children back in September. Have since made payments. Was told furniture arrived and set up delivery for today 11/6/2024 1:30-3:30. I called to confirm delivery date on Monday before I cleared bedrooms Tuesday and called once again this morning to confirm. At time of delivery window today I received call stating furniture was not in and could not tell me when. I now have both of my kids with no beds to sleep on. I called the store, and the store manager ******* ************* ****** cannot give me an exact date of when furniture will arrive. I called corporate office number the store manager ******* gave me which is online sales/call center, and they cannot give me an exact date of when furniture will arrive. I keep getting passed back and forth between online sales/call center *** named **** and store manager ******* and both think it's funny. Completely unprofessional and unacceptable. I need to know how long my kids are going to be without beds to sleep on. How will Furniture Row make this right and hold Store Manager accountable? This is not how a business transaction should be conducted or a buying experience.

  

  Business Response

  Date: 11/13/2024

  We apologize sincerely for the error that resulted in this customer's ******************** being delayed.  He now has all his furniture and we have offered a substantial discount for his frustration.  We are just waiting for him to activate his account so that the refund can be processed.

• Initial Complaint

  Date:11/02/2024

  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 an electric reclining sectional in November of 2023. Upon delivery, there were chemical stains, thread issues, scratches on two of the pieces, one of which was not the correct end of the sectional, and the chaise recliner was damaged and would not support weight (back falls flat/does not recline properly). They swapped all the pieces and delivered the correct sectional end. Not long after, the chaise section had the same reclining issue. It was once again replaced. This happened again,(total of three times) and we went to the store to test it before taking delivery. Several months later, the same issue occurred. Upon calling the store, the store manager indicated there was no record of anything after initial delivery, even though we have voice mails from her talking about the issues, and the only option was to bring the piece of furniture in myself and see if they could fix it. I find the lack of documentation fraudulent and since I have no way to transport the piece of furniture to the store for investigation, I am stuck. At this point, I just want the chaise swapped with a opposite end reclining section since I havent had any mechanical issues with the current reclining side, or for the remaining debt on the furniture to be cancelled.This is from the *********, IN location. Our initial sales person was named ****. ***** **** was the representative we texted with about the issues. ***** is the store manager currently and at the time of purchase.

  

  Business Response

  Date: 11/05/2024

  We thank our valued guest for reaching out regarding their purchase of a reclining sectional from ************************************************************* getting this resolved. We take all concerns of product purchased from Furniture Row very seriously and commit to offering continued superior customer service.
  
  We are unable to locate an invoice purchased from our *********, IN location with the name or phone number provided, however we would like the opportunity to look into this further and rectify any concerns. Our manufacturer's warranty is typically one year from the date the product is received, and this product would be within that time frame.
  
  Our first step is evaluating any product where a manufacturer's defect is believed to be found. Inspecting the product at one of our locations is a great way to start this process, however, not all product is easy to transport or able to be brought in. We also offer a service to pick up any product of concern to be evaluated at the store and that process can be further explained if that is the preferred route.
  
  We hope to get the invoice information from this customer to further discuss options and an agreeable resolution.

  Customer Answer

  Date: 11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution has NOT been completed yet but we have come to a preliminary agreement with the store and regional manager on a furniture swap with a new/different sectional we selected from the store floor. Once this item is delivered, the issue will be closed. We were still charged for a delivery fee for the swap which was non-negotiable from their end of $130 USD.
  Again, the issue is NOT currently resolved.

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

• Initial Complaint

  Date:10/28/2024

  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 bought furniture, Ive been waiting on a chair. They said it would be here early to mid October. I keep calling they say its on its way, but no one can tell me whats on its way means is it in the warehouse in ******** on its way to ******* is it still in ****** not even on the truck to get to ********? Where is my chair

  

  Business Response

  Date: 10/30/2024

  Customer custom ordered a ******************** set on 8/24 with an estimated arrival time typed on her invoice of "approximately 8-10 weeks" which would be through early November.  As of this writing we are expecting the shipment from the manufacturer to arrive at our ******************* in the next couple days.  We will notify her as soon as it arrives.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22478987
  
  I am rejecting this response because:
  That is what theyve told me for the last few weeks. Its on its way. Its on its way.

  lets see if it comes in next week.
  Sincerely,
  
  ***** ******* *******

  Customer Answer

  Date: 11/06/2024

  No, I have yet to receive my furniture, after my complaint to you I received a phone call from them saying it may arrive in their warehouse here in ******* next Tuesday. I guess we wait till next Tuesday to see if its arrived.

  

  Business Response

  Date: 11/14/2024

  The customer was contacted on 11/11 that her ******************** had arrived.  Her local store spoke with her and she scheduled delivery on those items for 11/14.  As of this writing she has all her furniture.

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  ***** Carlton *******

• Initial Complaint

  Date:10/06/2024

  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 shopped at Furniture Row in ****** today and tge salesman who helped me was named ****. **** ensued me that the couch I was interested in was made of "top grain" leather. I asked him several times if he was sure it was good real leather and several times he assured me utmost was. He also told us that we would need to replace the motor in the recliner of the couch as it wasn't working and he gave us a discount because if this. When we got home I looked up the sofa we purchased on the Furniture Riw website and it stated the sofa was made of vegan leather which is not real leather at all. So it is a faux leather couch not the "top grain" leather that **** repeatedly told us it was. When I called the store and spoke with him he said that the manufacturer must've changed the fabric in the new model. Also the problem wuth the side that doesn't recline us that tge wires have been pulled apart rather than it being a problem with the motor so instead of the $70 fix **** said it would be we need a whole new harness which is over $200. **** all around lied to us to make the sale.

  

  Business Response

  Date: 10/11/2024

  We apologized to Tracy for the incorrect information and provided three options.  She chose to accept an additional discount and keep the furniture.  Her refund check has been requested and will arrive in approximately 1-2 weeks with processing and mail time.

• Initial Complaint

  Date:10/03/2024

  Type:Delivery 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.

  On June 10, 2024 we bought a couch from the store and paid ******** after fees and taxes. We were told delivery would be in mid-June. Between then and delivery on September 24, 2024 we had to contact them five times to get an update on delivery, each time being told the timeframe had been pushed back. At no point were we proactively contacted, even when the timeframe had passed (for example, at one point we were told late August, and we did not call to check until September 3rd). Further, they tried to tell us they may not be able to honor their promise for late delivery. The promise was made the third time we had to contact them because with a late August delivery, we would not have anyone at home 8-4 because as a teacher, I would be back at school. We were also told that we would be refunded the delivery fee of $135.92 after the delivery was completed and we had signed for it. I am writing this the night of Wednesday, October 2 and still have not been refunded the fee. At this point I am tired of being the one to initiate communication about this issue only to be told something will happen and then have it not happen. Multiple times this has happened, and I no longer have faith in the company to follow through with their promises. The delivery fee alone is the very least I should receive for my frustration, wait, and bad experience.

  

  Business Response

  Date: 10/03/2024

  I communicated with Ms ****** to apologize for the lack of communication and provide discount options which have now been refunded.

  With kindness,

  *****

  Customer Answer

  Date: 10/03/2024

   
  Better Business Bureau:
  
  ***** very quickly reached out to me and was able to make it right. I appreciate what she said in her email and her prompt handling of the manner.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/29/2024

  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.

  Furniture Row delivery truck damaged residence during delivery and are not responding to demand that company pay for structural repairs.

  

  Business Response

  Date: 10/04/2024

  We apologize for any damages done to Mr Ward's home during his delivery.  We already agreed to pay the bid supplied to us by Mr Ward but he wanted assurance we would cover any amount over the bid provided.  We have agreed, within reason, to pay costs that may possibly occur over that amount.

• Initial Complaint

  Date:09/25/2024

  Type:Product 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 couch and matching chair on 7/7/24. They were delivered in the beginning of Sept. I paid $99 for delivery. After delivery I noticed that the left side of the couch was noticeably lower than the other (about 2 in.) and poorly made. Also one of the seams on the seat back was pulled to the side in a curve. It was defective and lopsided. I called FR to report the defective product. FR sent a person to inspect on 9/18. The repair person concurred with my observations and explained that the couch was not upholstered correctly. He stated that he would need to completely reupholster the couch. I tried to call FR to let them know I wanted to return both items as I did not wish to keep defective new and expensive items. The couch should not have left the factory in such a condition. No one returned my calls for 3 days. I finally got through and spoke with the store manager *****. He was rude and implied I didn't know what I was talking about. He also said if I returned the defective item and its pair, I would have to pay $65 for pick up. I explained this was unjust given the defective item they gave me. On 9/24 FR picked up the items. The men scratched/gouged my wall as they were leaving with the chairs. FR informed me that I had to go to the store to have my card ************* the store they refused to refund the $99 delivery fee and actually subtracted $102.33 from my refund. I asked to have that money refunded to me as the fault lies with FR for delivering a defective product. They told me it was against store policy to refund a delivery fee. I asked to see the policy but they were unable to produce it. I am deeply disappointed by this experience and am seeking BBB assistance in receiving my full refund of $102.33. FR delivered a defective product and has not acted in good faith to remedy the situation. An apology for ******* unprofessionalism and rudeness would also be appropriate.

  Customer Answer

  Date: 10/02/2024

  This is regarding claim #********. Today I responded on the BBB site to Furniture Row claiming they had refunded all of my money when they actually had not. About an hour after I wrote that email through the BBB site, I received a phone call from FR. I was with a patient when they called and did not pick up. At this point in the reporting process I am not comfortable speaking to anyone at **. They have been disrespectful to me through the whole disturbing process and do not think I should have to talk to them again. I just want BBB to know that they have reached out to me personally and I am not going to respond. 

  

  Business Response

  Date: 10/02/2024

  We apologize customer was dissatisfied with their custom ordered selection and service.  All funds have been refunded back.

  With kind regards,

  *** *******

  Regional Sales Manager

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22338570
  
  I am rejecting this response because: As you can see from the original bill  and the amount refunded, and previously submitted to BBB,  FR has withheld $102.33.  They are not being truthful, about paying back in full, which is the disrespectful way they treated me throughout the return process.  They claimed the money withheld was the delivery fee and was their policy to not return it. I requested a copy of the policy which they could not locate to give me.  Given that they delivered a defective and poorly made product that needed extensive repair, I should not have to pay the delivery fee.  I would like to add that I received a call yesterday from Mr. ******** from Shirola's Furniture Repair.  He was the person that was sent to my home to assess the defective couch after I called FR.  He said he had received a second notice from FR to repair the couch.  When I informed him that I returned the defective couch he said "yes, that couch was terribly made, it would have been difficult to repair".  

  I will not be satisfied unless I receive the $102.33 that Furniture Row still owes me.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 10/03/2024

  Thank you for your email. Furniture Row contacted me again and offered to return the rest of the money. They refunded the rest if the money this evening. It is unfortunate that I had to report them to get them to do the right thing.  I hope they dont do this to anyone else. 
  
  Thank you for your time and attention to this matter.
  Best regards,
  ****** ****
  Sent from my iPhone