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:01/31/2024

  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.

  In June 2023, we purchased and ordered a sofa and 2 leather recliners, in *************, **. Since they were not going to arrive before our move date, we had the new furniture shipped to the *****, ** store. We took possession upon delivery July approximately the 11th. Around Christmas, we started noticing the following, (1) discoloration of the leather, (2) lack of lumbar support (main reason for the purchase of these 2 chairs) (3) lack of stability i n back of chair. Contacted ***** store, they refused to assist, and told us to contact ************* store. Upon contacting ************* store they requested pictures of the chairs, which we sent . Initially they said that the damage was our fault, due to us not using their brand of leather cleaner. Other results were, (1) refluff the the padding , (2) sent us a video showing that a pushback recliner was supposed to have a loose, wobbly back, (we have a 20+ year old recliner that has stable back) Resolution after phone call, the store agreed to replace the chairs for a fee of $285, unsure if this was each or for both. We feel that having to pay for them to correct their problem is unfair.Sincerely,*******************

  

  Business Response

  Date: 01/31/2024

  We offered a full exchange and all the customer would have to pay is the delivery fee which is normal since the first delivery was satisfactory and this is months down the road and delivery is a service. They, of course, can bring the recliners back and pick up the new ones free of charge if theyd like. 

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

  Regional Manager

• Initial Complaint

  Date:01/14/2024

  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 thought going through Furniture row rather tha American Furniture was an upgrade. However we spent a lot of money on a sectional that was very poor quality. We also spent money o. What we thought was a warranty, but was told it didnt cover basically anything! Less than two years later the cushions are flat and the electronics dont work. We called trying to get help but there was nothing that would help. This is a **** dollar purchase which we still owe ****ish. We are sitting on wood. The costumer service is also very bad. No personal understanding. Just reading from a screen. I will NEVER Buy furniture from them again. What is the purpose of buying a warranty if it doesnt cover anything?

  

  Business Response

  Date: 01/16/2024

  Will, our Store Manager at 202, reached out to ******* He is out of warranty for his set. However, **** placed a parts order yesterday for a new motor and switch for his furniture. I apologize that there may have been confusion on the protection plan. The protection plan covers accidents such as food and beverage stains. What is covered and not covered is outlined in the brochure given at time of purchase and on the website. The website is on all of the cleaner bottles as well. ****** will be contacted when his parts arrive. 

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

  Regional Manager

• Initial Complaint

  Date:01/11/2024

  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 husband and I purchased a custom Sectional in August of 2023. We were told a maximum of 6 weeks for the sectional to be completed and delivered to the store for shipping to our home. Its been over five months. I keep getting the run around about the fabric being discontinued, having to find the fabric to make the couch,etc. all the while no communication on their end. I personally had to call to even get that information. Granted, I have been calling every month after the six week time period for a status update and this information wasnt even provided until month four. Previously I was just told next month every month. This is absolutely ridiculous. I have to this day not been provided with a specific date or time Period my couch will arrive. Have not been given the option for cancellation or any other type of discount to make me feel like Im being heard or even appreciate for spending almost ***** on furniture at this store. Never again. I will never recommended this place to anyone. **************** and follow through is terrible. This business should be ashamed of the way they operate!

  

  Business Response

  Date: 01/12/2024

  We have communicated with the customer and her ******************** is expected to arrive next week.  We are holding the soonest possible delivery slot for her and compensating her for the delay.  

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

  Regional Manager

  Customer Answer

  Date: 01/14/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:12/31/2023

  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 December 8, 2023 I walked into this establishment to purchase a remote reclining couch and loveseat. I put the furniture on layaway. I completed my payments in full only to find out that the furniture was not remote and it would cost another $350.00 to get it remote; which I paid. I was told by the salesperson the furniture was available, so we set up a delivery, to be received before Christmas. Well Christmas came and went and I have no furniture. When Furniture Row called to reschedule the delivery, I was then told only the loveseat was available and it would be a few weeks before they would receive the couch. I asked for a refund of my money. I was then told I could not get all my money because there is a 15% charge on opening a layaway. Something I was just hearing about and nothing as such is stated on the receipt ( a charge for opening a layaway). When I went into the store, the manager stated they would refund everything but $200, I had to use as a store credit. I do not want a store credit. I want my full refund so I can take my business elsewhere. They could not keep their end of the bargain on getting the furniture to me, and I even paid more because I was sold the incorrect furniture from the start.

  

  Business Response

  Date: 01/09/2024

  ********************************* has been issued a refund in the full amount. Had we offered up the cost of power motion for the manual set sooner,we may have been able to keep his business, but he has since found other furniture. A refund check has been issued, and we hope to earn his business in the future. 

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

  Regional Manager

• Initial Complaint

  Date:12/15/2023

  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.

  ** Oct of 2022 we purchased a living room suit with a five yr warranty on electronics, one chair went out in six months and the second one in less then a yr, they refuse to warranty and told us to get lost when we threatened to file suit against them, the manager *****, told us our warranty was over, no more warranty.

  

  Business Response

  Date: 12/19/2023

  We spoke with ***************** about the recliner part she has been waiting on the part for. We let ***************** know that instead of waiting for the part we would just replace the whole piece. ***************** was happy with the decision and would let us know whether she wanted to swap it at the store or have it delivered. Everything should be resolved in the next 2-3 weeks.

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

  Regional Manager

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21012551
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

    I dont know who ****************** is but the response you sent was a response for a *******************

     We are **** and ******************************  and we are waiting for a legitimate resoponse.
  

  

  Business Response

  Date: 01/02/2024

  We spoke to *********************** and she informed us that she would be in after the holidays to look into possibly switching into a different set or getting a replacement thanks!

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

  Regional Manager

  Customer Answer

  Date: 01/09/2024

  We have been in contact with the business and they are expressing a desire to resolve the issue in some way or another, they have a new style of recliner that should be in in a few weeks that they want us to take a look at  and we agreed to that,  they are corresponding with us but it has not been officially been resolved.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21012551
  
  I am rejecting this response because:
     The issue has not been resolved, we have been in contact with them but have not come to any agreement, they have a cheaper set of a different brand, but it has only a portion of the warranty that our furniture had,   we will only accept a replacement of an equivalent value.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/30/2024

  We have reached out and they have not call back yet. 

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

  Regional Manager

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21012551
  
  I am rejecting this response because:   The local store manager claimed to have called us and left a message but we never got any message and his contact log showed that he had NOT called us, his last call to us showed to be on 1/1/24.  we have been in contact with him since then.

     That being said, we have come to an agreement to settle this, they are ordering a replacement for us with a limited warranty, that will be satisfactory on our end, the new furniture is supposed to be in in a couple weeks. 

    hopefully when it comes in we will be done with this.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/05/2024

  Customer Came in the store and spoke with *******. The decision was to just exchange the set for the same set. We will be awaiting for the arrival of the product and it to be delivered.
  

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

  Regional Manager

• Initial Complaint

  Date:12/11/2023

  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 sectional at Furniture Row in February 2022. Out of nowhere when daughter sat on chaise section, the chaise sank to the floor like a sink hole. No supporting structures in chaise section. Called store asking for repair or replacement as its less than 2 years old and they offered very small discount because no longer under manufacturer warranty. However when I purchased the sales person convinced me to buy a 5 year protection plan but never mentioned this was only for fabric. I want to know why a furniture company doesnt stand behind their product. Furniture shouldnt last one year. If they stood behind their product they would resolve these issues and not sell customers 5 year fabric protection plans without stating its only for fabric especially seeing as the quality of the furniture is awful. A couch shouldnt sink to the floor when a 70 pound child sits on it. Would never purchase from this company again seeing as they dont stand behind their products. I would like the product exchanged free of charge or repaired.

  

  Business Response

  Date: 12/19/2023

  ******************
  
  Your product came with a one-year warranty.  No two customers wear their products the same. Your Fabric stain warranty still applies for the full five years.  Please let me know if you have any other questions ******* ************.

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

  Regional Manager

• Initial Complaint

  Date:09/10/2023

  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 couches in March 2023. The sales representative told me that their warranty allowed for a 1 time replacement for any reason. The couches were damaged and when I went to exchange them the company said that their warranty only covered stains that couldn' t be removed. This IS NOT what the employee told me as I was very specific about scenarios that could happen. The employee said "For any reason". I was purposely misled as I would have not purchased the couches at that time, but the employee assured me that I would be fine.

  

  Business Response

  Date: 09/18/2023

  We offered to refund his CPP and order fabric if its available.  He wants his furniture replaced fully because he claims he was told it would cover absolutely anything he did to it.

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

  Were standing behind what Angies decision said. The dog chewing UP the furniture is neglect and not covered. The protective package isnt a warranty, its a cleaning kit.

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

  RSD

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20582263
  
  I am rejecting this response because:

  I was told by the salesperson that I would get a 1 time replacement no questions asked.  I made sure he ran that by his supervisor, and he did.  I told the salesperson that I didn't want to purchase them that day because I was concerned about my puppy chewing it up.  The salesperson reassured me that I would be covered.  Clearly the salesperson was willing to say anything to get me to buy the couches that day.  This was a verbal contract that should be honored by Furniture Row.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/20/2023

  Once more, I apologize for any misunderstandings.  This protection plan has never had the ability to cover "anything" and none of our employees would have any reason to think that or any benefit to sell it in that manner, especially an employee that has been with us for five years, as in this case.  As previously offered, I can refund his protection plan if he'd like to cancel the remaining coverage, or I can assist him in ordering any fabric that *** be needed for repairs if it's still available from the factory.

  We stand by our statement that no protection plans cover everything and we have never covered damages caused by animals.  

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20582263
  
  I am rejecting this response because:  A business should honor the promises made by an employee.  I made a concerted effort to verify the claims before purchasing the couches.  I would not have made the purchase had I not been told there was a 1-time replacement promised.  The business should at a minimum refund the protection plan and offer store credit for the misleading warranty claims.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2023

  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.

  When we were sold our couch they lied and sold ** the extended warranty claiming it covered pet damage, my pet damaged the couch and the warranty is saying they do not cover it. I asked the manager who lied to us to refund the price of warranty or fix my couch and she will not respond to me now.

  

  Business Response

  Date: 09/14/2023

  We were very sorry to hear your dog chewed up your sectionals console.  As per your conversation with our Full Store Manager when you purchased the 5-year Fabric stain protection from her, the 5 year protects against fabric stains from day to day use, to include pet soiling!  The 5-year protection does not cover intentional or unintentional damage, that means PET DAMAGE or PET CHEWING of your Sectionals console is not covered.
  
  If you have any further questions, you can reach me at **************.
  
  Thank you 
  
  ***************************
  Regional Sales Manager
  Furniture Row Companies

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20558351
  
  I am rejecting this response because: like my claim said the STORE MANAGER sold me our couch and she LIED about what the warranty would cover to get a sale! She was dishonest about pet damage being covered in order to get a sale and that is why I was a refund for the warranty because that WRONG and should be illegal 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:07/17/2023

  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.

  On June 2, 2023, we purchased three pieces of furniture (a power sofa, love seat, and recliner) from the Furniture Row in ******, ******** in the total amount of $6756.99. At the time of purchase, the salesperson failed to notify us of Furniture Row's return policy on the items we bought, nor did we initial or sign anything acknowledging this policy. The items were delivered to our house by Furniture Row on July 5, 2023. After receiving the items, we came to the conclusion that the three pieces simply would not fit in our family room after numerous attempts to rearrange the furniture in different configurations to accommodate the space. On July 17, we attempted to return just the recliner to the store in an effort to free up some space and allow functionality of the remaining pieces in our family room. We were told by the manager that no refunds were to be given and the only way the situation could be rectified was for the store to issue us a store credit to purchase more furniture, which clearly is not helpful in our particular situation, given our space constraints. We feel that this return policy is extremely punitive, given the fact that we are within a two week window from the delivery date on returning the product and our initial purchase was nearly $7000 worth of furniture. I would caution anyone against making purchases from Furniture Row because their return policy gives them all of the advantages and as the consumer, it appears that you have little recourse for a refund. Had we known that the return policy was so restrictive, we would have chosen not to do business with Furniture Row. Furniture is a significant long-term investment and it appears that Furniture Row is unwilling to ensure the satisfaction of their customers.

  

  Business Response

  Date: 07/20/2023

  The customer has already disputed the entire transaction with Synchrony (credit card) but we are going to offer to still pick up the recliner and return it for them to resolve this issue.  ***** will be doing that today from the store.

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

  Regional Manager

  Customer Answer

  Date: 07/25/2023

   
  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, provided that Furniture Row follows up on their promise to pick up the recliner and refund the cost of this item.

  The pickup has been tentatively scheduled by the store manager for August 1. Once the issue is fully resolved, I will reach out to the BBB to update the status of the complaint.

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

• Initial Complaint

  Date:06/28/2023

  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.

  This is THE WORST experience I have ever had with any company I've ever done business with. How is Furniture Row operating this way??I purchased a sectional, a 5 drawer chest, a nightstand and a rug pad on FEBRUARY 5TH. I changed my mind on the couch before delivery was set and we ordered the new one (******* sectional, 2pc). The manager, ****, at the store made me aware that the couch is backordered and that was fine with me. I would take delivery that I paid for for all 3 items when the couch became available. In mid April the delivery for all 3 items was set. On delivery day the store called and said they broke my chest and nightstand and would reorder it. The couch was left in disarray in my living room by the delivery men. I had to move it into place myself. It was then that I realized how CHEAP this furniture is Furniture Row sells. This is a $1700 couch and the "mdf" they use for the back of the sectional is SO thin that my knee went through the mdf TWICE while moving this into place! The cushions are already breaking down significantly. This is a flimsy, sorry excuse for a couch. I expected acceptable quality from a store like FR, I was wrong. I have always had amazing luck with the furniture from AFW. THE ***** ISN'T EVEN MY COMPLAINT! My complaint is that the store has NEVER CONTACTED me again about my furniture pieces that I have paid for! I called the store a few times over the months, different story each time and no one knows anything. Finally found out the chest I ordered is discontinued! No one has called me to let me know. My nightstand is still sitting in their warehouse. It's ALMOST JULY! I think **** is hoping I will forget about this. I have not forgotten.And at this point I am EXTREMELY FRUSTRATED. I'm ******. There is no excuse for this. NONE.I have picked a replacement dresser. I want the two pieces of furniture I have paid for and paid you to deliver! I'm so disappointed in the couch quality/cust serv that I won't use FR ever again.

  

  Business Response

  Date: 07/07/2023

  We have been trying to get in touch with the customer.   Today she did get back with us letting us know that she is out of town and will get back in touch with our regional manager next week when she gets back in town.  Hopefully we can get some time.

  Thank you

   

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20247424
  
  I am rejecting this response because:

  First off, thank you for the call *****. However, reading your response on BBB implies that your business has been trying to get a hold of me and the reality is ***** only called me once. I called him back 2 days later and left him a voicemail letting him know I was traveling and would contact him when it was convenient this week.

  FR has not contacted me at all on a local level (once through a company text app) which shows how they are not willing to step up and offer customer service when they are in the wrong

  I'm extremely frustrated with the company and the situation at this point. This is not what I expected from a company this big. 

   

   

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

  

  Business Response

  Date: 07/21/2023

  I spoke with her on Tuesday and shes picked out a sectional to replace the damaged couch.  Shes also picked out a chest of drawers to replace the one that came in damaged.  She agreed to work with the store and thanked me for calling her on my vacation.  

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

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  ***** was great to work with, even going above and beyond and answering a call on his vacation. I am very happy with the outcome ***** and I worked out, he went above and beyond in that department as well. His customer service certainly changed my thinking towards this situation. Thank you ***** for all of your help!

  -***********************