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:04/27/2024

  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.

  My 84 year old mother purchased a lift recliner from Furniture Row in **********, ** which was purchased 6-9 months ago and still under waranty. She called to complain that the chair was making a popping noise everytime the recliner is going down. She paid $65.00 service charge to have a technician come out to fix the issue.When the technicians checked the problem, they told her they didn't know what it was but they would record the issue. This didn't help her nor did they resolve the issue. I called them today 4/27/24 to complain and let them know this was unacceptable. I spoke with one of their managers named ****** and he said he would record my complaint and if it got worse to call them again, as this is their protocol.This will again cost another $65.00 for someone to go out to check her recliner again. Obviously something is wrong with the recliner, as this noise is not normal and all they're doing is recording the complaints.A repair without an additional service call charge or a replacement would be acceptable to resolve this issue.What a terrible way to conduct business and take advantage of the elderly.

  

  Business Response

  Date: 05/02/2024

  *********,
  
  We did send a repair tech out to check the issue. The noted issue is normal sound for the chair as it is a motorized product. It is in normal scope of the product in question. After we received the ****** review and BBB Complaint we also sent another repair person out to check out the chair to see if there in fact was any defects with the chair. Again the repair tech found that there is nothing other than normal sounds for the chair. If we were to replace, the new chair would have the exact same sound. Now two people have confirmed this is a normal noise of the product and nothing defective. The Product is still under manufactures warranty, and the faith of sending out two separate people to check on the issue shows that we care about the performance and quality of all our products. Im sorry the resolve isnt satisfactory for you, however there is nothing wrong with it. If you would like to discuss this over the phone feel free to reach out to me at ************.
  
  Kindest Regards,
  ***********************
  Regional Manager
  Furniture Row

  Customer Answer

  Date: 05/02/2024

   
  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,
  
  ********* C/o **************************************

• Initial Complaint

  Date:04/09/2024

  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 bed from furniture Row in early May 2023. It arrived and I picked it up toward the end of May 2023. The lights in the headboard didnt work properly. I notified the store at that time they sent a technician that did not fix the problem. They then replaced the headboard with no improvement. In September of 2023 a technician came to my home only to tell me that they had not sent him with the proper replacement parts and that he would reschedule with me in a month.Early in December I spoke with someone who claimed to be the store manager who assured me that I would hear from him before the end of the year. With no further contact I reached out on April 8 , 2024 only to be told that there has been no change. I was offered a small discount to abandon my current position.

  

  Business Response

  Date: 04/23/2024

  Customer accepted 30% back to keep the headboard the way it is and fix it himself. This is resolved.

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

  Regional Manager

• Initial Complaint

  Date:04/06/2024

  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 purcahsed a couch and loveseat on 10/07/2022. I purchased the protection plan as well because to my understanding the plan would cover all mishaps. They also gave me their products as a welcoming gift as you can see on the reciept i attached. I was told even if they couldn't cover the mishaps they woud replace the piece of furniture of equal value at no cost, That is the reason I purchased it because all other furniture stores I have dealt with has done so, I did everything they told to do with the products including protect the fabric with the Fabric Protectant. Last August 2023 it had been raining and my dog went out and when he came back in he jumped on the loveseat leaving a pawprint. So I took their fabric cleaner and proceeded to clean the paw print leaving the fabric all balled up and frayed. So I took the cushion back to furniture row on labor day (Sept. 4, 2023) to explain and show them what had happened and also to file a claim for the furniture protection plan. I had a employee told me to just shave the fabric to mske it smooth REALLY! They told they would file a claim and my new cushion would take 30 days to arrive. So long story short I have been calling every 30 days and they keep making up excuses to why they have not recived it, I told them I would just settle with a cushion cover. I have talked to my sales person several times to the assistqnt manager to the manger. They have not fulfilled their obligation therefore I told the manger I wanted my $124.00 for the protection plan and he refused. This has been nothing but stress causing anxiety. I was nice up until now. Now I am MAD.

  

  Business Response

  Date: 04/16/2024

  We actually have her replacement cushion cover at the store now we are just waiting for them to come and pick it up. 

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

  Regional Manager

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:04/05/2024

  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.

  We purchased furniture from Furniture Row in July 2023. One of those purchases was a bedroom set for my son. Since the delivery was made, we have had to call and request the actual bed be repaired and/or replaced due to it breaking. The last time this occurred- it was within one week of the bed actually being replaced. At this point, I was not contacting the local store anymore, as they did not return my husbands last attempt to contact them. This is a safety issue at this point and we wanted the bed to be replaced with something different. We were not looking to have it replaced with the same bed (clearly after 3 breaks, the bed manufacturing is faulty). I sent a request through the company website on March 11th requesting assistance in this matter. Since then I have had multiple interactions with a representative claiming to be the "highest level of management" that can assist me. I have ask that I be allowed to choose another bedroom set OR return the bedroom set and receive a refund (we financed the furniture so it would just be removed from the finance company). The last offer I received from the company was that I could return the bedroom set but we would have to pay a 20% restocking fee and I only had two weeks to make my selection. Why would we pay a 20% restocking fee when there clearly is a safety concern with the manufacturing of the bed frame? They also will not allow a refund and just let us return the entire set- at this point I don't feel confident in receiving any future products from this company (even though we were a returning customer). Initially they stated they could replace the bed (again) or I could choose a bed at the store to replace it- but again I would pay the additional charges. Their customer service and their opportunity to stand behind their product is a joke. As I mentioned to the rep, their company is suppose to be a rebuttable company but it has proven to be otherwise.

  

  Business Response

  Date: 04/05/2024

  This information is only partially correct.  Although no other customers across the country have reported a similar problem, we have given the benefit of the doubt and offered to replace the bed for a 2nd time with a new one at no charge.  The customer has been given the option of the same bed or to reselect to a different bed.  The customer denied both options and asked to return or reselect the entire bedroom group.  As there were no issues with any other pieces, this is not a warranty related matter.  Despite that, we offered an additional option to replace the bed (again, at no additional cost) and if they wanted to reselect the night stand and chest we would do so with a 20% restocking fee since these pieces have been used for over 8 months.  We feel this is a more than fair offer above and beyond the warranty.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21534774
  
  I am rejecting this response because: It's hard for me to understand how the business can tell me my statement is "partially correct". We are the ones that have experienced the bed breaking 3 times now. It makes no sense why our family would shop for a bedroom suite for my son to be told we can choose a different bed (that would not match the other pieces) or pay a 20% restocking fee if we choose to select an entire new set because we are uncomfortable accepting the same bed as a replacement. Bad business and customer service. ****************** may show nice, quality products in their showroom but when there is an issue, they do not strive to resolve with ***** and customer service to their paying customers. At this point, this is exhausting. I have no other choice at this point then to accept a replacement bed and work to make it structurally sound so it does not break again when our son is laying in it. We will not select a different bed that does not match the remaining pieces of furniture and we will not pay additional cost out of our pocket for a 20% restocking fee!

  We will not be a returning customer for another time to ****************** and will share our experience to friends and family that are looking to add new furniture to their homes. 

  Furniture Row needs to order a new bed and make arrangements with us for delivery. 

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

  

  Business Response

  Date: 04/16/2024

  Per the customer's decision a new bed is being placed on order and we will contact them when it arrives in approximately 2-3 weeks to exchange for the damaged bed.

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 ordered a loveseat from Furniture Row. When they delivered my loveseat and couch there was damage. An inch square of white stuffing showed up. You asked them to repair. They said the repair people would call you and they did not. This has been going for about a month. I paid ******* for *************.

  

  Business Response

  Date: 04/02/2024

  The repair company are working on setting up a time with them to get out and fix.

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

  Regional Manager

• Initial Complaint

  Date:03/22/2024

  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.

  Let me start by saying that a server was deliver to my home on March 6 already damage. On May 27,2023 I purchased a leather sofa and dining room set. Even that delivery there was visual damage. February 17, 2024 I purchased a Edge Server to match the dining room set I made it clear that if the server do not match the dining room set I do not want it and want a refund. Appartently the server is darker then the dining room set. It is obvious it is a set because of the design the legs match. I really don't like it because of the color difference. As I stated the server is damage and was noted by the delivery men. On March 20 I get a voicemail about the server I called back 4 times the phone would ring and then busy. I called another number was transfer to the dining room area and no one was available so I left a message over 24 hours I get no return call . The store is located in *******, ******* *****. I have damage furniture I can not use. The door is completely damage and cannot be open for use. I spent a lot of money at this store this is unacceptable on how I am treated So the public would know by this complaint furniture is deliver damage they already got your money they do not care that your furniture was delivered damaged. I called the store using another number left a message no one called me back Then when you call the store to find out the corporate office phone number and address employees do not know was given the wrong information such as phone number and address.

  

  Business Response

  Date: 04/02/2024

  I spoke with the customer on 03/29/24 and we have scheduled the exchange for this week. I told the customer that if she is not happy with the exchange, we can refund her for the server. She was happy and very thankful for this.

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

  Regional Manager

   

  Customer Answer

  Date: 04/04/2024

  I was so frustrated with the store It was a horrible experience I had to contact BBB and Furniture Row customer service ****** and the Regional Manager who acted quickly and professionally. Because of the Regional Manager at delivery date was schedule. The store manager just ignored me.  The delivery to replace the damage Server unbelievable the replacement was also damage.  At this time I have no Server that I paid for.  Again the replacement was also damaged The Manager of the store did not apologize when he called me. I witness the phone call that the delivery man made to the manager.   The delivery men looked out for me by checking the server before bringing it into my home.  All three men apologize and removed the first server out of my house because it is damage. You can visually see the damage.  The Regional Manager apologized to me it appears he was upset also that the second server is damage.  The store manager is the reason why I had to contact BBB So now I have to wait two weeks for another replacement so far two Servers was damage 

  

  Business Response

  Date: 04/05/2024

  I spoke with the customer on 03/29/24 and we have  scheduled the exchange for this week. I told the customer that if she is not happy with the exchange, we can refund her for the server. She was happy and very thankful for this.

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

  Regional Manager

  Customer Answer

  Date: 05/03/2024

  Sorry the code is not working.  My status with furniture row is I paid for a server that is not damage Twice the server was deliver damage.  At this time I have no server in my home I was not contacted as to when will there be a third delivery.  Furniture Row has my money I get bad customer service from the store Thank ********************

  

  Business Response

  Date: 05/08/2024

  Customer received server on 4/26 and received a $200 refund on the same day as compensation for a flaw inside the server, agreeing to keep as-is.

   

• Initial Complaint

  Date:03/22/2024

  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 bought a loveseat and sofa in July 2023. Both have now have damage that is out of warranty. The warranty was misrepresented...I was told it was for 5 years. In actuality the furniture was under warranty for 90 days and the fabric is warranties for 5 years (from stains).I called the store and was told I can have someone fix it for a "modest" fee. I questioned this and was told I was incorrect and lieing. The furniture is gently used...no animals are on it and children rarely sit on it.

  

  Business Response

  Date: 04/03/2024

  We are going to fix the stitch issue for them but not the tear that appears to be animal damage.  She told ****** she is totally ok with that repair and will be happy.

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

  Regional Manager

• Initial Complaint

  Date:03/13/2024

  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 a recliner, within 1 month of usage, the fabrication is not wearing correctly.I returned to the store with pictures, supporting my complaint.Three days later I received a phone call, informing me their expert needed to come to my house and evaluate my claim. I was given the option to pay a 20% restocking fee to replace the chair entirely. A week later I contacted the store, they told me the expert was behind (2 wks.), then a different *******- ***** informed me they did not know the schedule of the expert AND after talking to a corporate individual (in the store at the time), I was informed incorrectly:1. I was NO longer given the option to pay a restocking fee and have a new chair made available.2. They expert was never going to come to the house.3. The asst. ******* I spoke to was INCORRECT and I was NO longer or should have never been given the option to obtain a replacement (but she would be spoke to).4. They will not back up their workmanship nor the fabrication and instead I need to be OK with how poorly the chair is performing.Overall, they will do zero to resolve the issue and that is MY problem!Furniture Row, located in *****************, ******************

  

  Business Response

  Date: 03/20/2024

  We've spoken with customer at multiple levels and explained that if there were a defect or functional problem we would be more than happy to take care of it.  Her concerns are the aesthetics of the fabric and the way it wrinkles (or to use her words "bubbles and stretching."  After months of use, it is completely normal for all recliners, sofas, etc to show minor wrinkling.  The image sent here of the back of the recliner is irrelevant as this piece is Velcro at the bottom and can be adjusted to preferences.  

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21428620
  
  I am rejecting this response because:
  

  Customer support- ******************** ********************  replied  to my review on Yelp- and dismissed my issue- concern, however, never contacted me directly.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/22/2024

  ****************** is a ***************** Coordinator.  She relays information or directs reviewers to the **************************** she does not directly make decisions.  This has been reviewed already by ************************************* and Corporate Management.  There are no defects to repair.

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  We purchased a sectional from Furniture row in ********, **. After a few months the zippers started failing where they hold on the back cushions. Contacted the store and they said they would call back. Never did. Called again, they said they would have ****************** do a repair. They never contacted them. Called back, they gave me the contact info for ******************. They don't want to do the work, too small for them. Store now ignores me.At this point, I want furniture row to either handle the issue by replacing the sectional, or refund my money. I do not want store credit as I never plan to shop there again.

  

  Business Response

  Date: 02/08/2024

  We contacted ***************** the day after his complaint.  Since scheduling by a third party contractor is done between that contractor and the customer directly, we were not aware there was a scheduling issue until we were told.  Customer has been assured he is still under warranty and this will be repaired.  Additionally we reached out by phone but his voicemail was full so an email was sent asking him to contact his local store for additional options but he has not done so as of this writing.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21249878
  
  I am rejecting this response because:  They called me, was informed I needed to talk to "*****".  ***** was leaving shortly afterwards and will be gone until Saturday.  Further, I did reach out to the store after ****************** said they didn't want the work.  So, while I will play ball...  this likely isn't going to work.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/16/2024

  Customer was provided an exchange, we consider this matter resolved.

   

• Initial Complaint

  Date:02/02/2024

  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 09/03/2023 I ordered and paid in full for several items of furniture to be delivered to my home mid to late October. At the end of October I was contacted by Furniture Row that all but one item was ready to be delivered and that that one item (a king sized bed head board) had been damaged (an entire shipment) and would not be available until mid December. They would deliver the rest of the furniture and a temporary king size bed frame on 11/07/2023 and refund the delivery fee. When they made the delivery, another bed was so badly damaged that it could not be used and a dinning table top was scratched. After much negotiation, they offered a temporary bed that day and to replace the bed and table top ASAP with a $250 refund. Those items were delivered 12/06/2023. By the end of December I had heard nothing about the king size bed and started calling the store. I could get no information and several times requested management call backs and never received them. On 01/26/2024 I was called that the bed was in and would be delivered 02/02/2024. On 02/01/2024 I was called and told the delivery would be between 1:00 & 4:00 PM. I called the store and informed them that no one would be home since my wife would be picking children up from school and I would be at work. I was told they would have to cancel the delivery. I advised that was not an acceptable solution and they needed to figure out how to get the bed delivered in the morning. I requested a call from upper management and was told that was not possible. I need my furniture delivered and believe some kind of financial compensation would also be in order.

  

  Business Response

  Date: 02/05/2024

  This product was delivered today, and I authorized a refund of full delivery charge.
  thanks,
  
  *****************
  Regional Manager
  Furniture Row
  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21236410
  
  I am rejecting this response because: As stated in the initial complaint, the delivery charge had already been refunded. During delivery, floors and walls were scratched and the temporary frame was left behind. I have asked for direct contact from upper management and have not received that yet. I can be contacted at ************.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/17/2024

  This complaint centers around our sister company, Furniture Row, and their bed set, tabletop and delivery process.  I'm requesting that *********************** be removed from this complaint since there are no mattress issues with **************.  His mattress set was delivered in October of ****************************************************** service noted since that date. ***************** from Furniture Row has responded to this complaint already assuming control and responsibility for this issue.

  Best regards,

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

  Regional ******** ***********************

  

  Business Response

  Date: 02/28/2024

  This product was delivered today, and I authorized a refund of full delivery charge.
  thanks,
  This was done on 2/2/2024
  *****************
  Regional Manager
  Furniture Row
  

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21236410
  
  I am rejecting this response because:

  The solution being offered was already offered and executed as stated in the original complaint. As stated before, I would like a phone call from someone that can explain why I had to pay up front for merchandise that they did not possess. When the 2nd promised delivery date passed, why was I not notified of any issues with my order that would take an additional 6 weeks for delivery. Why when I called the store to see what was going on I could not get information and management would not return calls. At this point, it appears to me that Furniture Row only cares about securing customer's money and nothing else.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/19/2024

  Spoke with customer today, the initial delay was due to a manufacturing delay, there are no excuses for the lack of communication from the store but I will address this! 
  Refunding the customer an additional $500 for the inconvenience he incurred to be processed today.
  Thank you,
  *****************
  Regional Manager 

  Customer Answer

  Date: 03/19/2024

   
  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,
  
  *******************