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

  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:06/27/2023

  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 02/28/2019 I purchased Denali powered sectional pieces at ****** **. My saleswoman was *******. I purchased the furniture solely because I was up sold on the extended warranty. Myself and My partner were told it would cover catastrophic events, rips, tears, and failures not covered in manufacturer warranty. I solely bought my furniture on this warranty and when I finally call in with an issue, I was told it only covers stains. I spent thousand on a deception.. I had other options with better Warranties than a stain warranty.

  

  Business Response

  Date: 07/10/2023

  ***************
  
  I have left you a message to please call me back.  You purchased our fabric warranty and as per your conversations with store staff that's what it exclusively covers.  As per your conversation with our store manager we can order a *************, please contact our at ************.
  
  Or you can call me back at ************, have a great day.

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

  Regional Manager

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20245529
  
  I am rejecting this response because:  You have left a voicemail stating parts will come at a cost to myself.  I appreciate that you can order parts but I do not require a motor.  I requested switches with usb ports to be replaced,  and at no cost to me.  I was led to believe by one of your sales staff at time of purchase I would be covered.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2023

  Parts are not covered indefinitely, however please give me a call so I can get exactly what you need and will order them at not cost to you.  My Cell number is ************.
  
  Thank you,
  
  ***************************
  Regional Sales Manager
  Furniture Row Companies

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20245529
  
  I am rejecting this response because: I was promised by the saleswomen that they were covered.  I will not pay for parts that were promised to be covered. My complaint will stand unresolved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/10/2023

  Parts are not covered indefinitely, however please give me a call so I can get exactly what you need and will order them at No cost to you.  My Cell number is ************.
  
  Thank you,
  
  ***************************
  Regional Sales Manager
  Furniture Row Companies
  ************

• Initial Complaint

  Date:06/24/2023

  Type:Customer Service 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 am writing to complain about the ***** service I was provided on June 17, 2023 by manager ****. On June 9,2023, ********* (****), the sales representative, provided me with a quote for a sofa sectional for $2,818.83. I have a copy of the quote. As I returned on June 17,2023 to purchase the sofa, I noticed they were running a 4th of July sale with zero interest for 5 years and $100 off every $1,000 spent. Upon greeted by ****, I immediately showed him the quote he provided me on June 9th of $2,818.83 and asked if the $200 would be applied. Immediately, he replied YES, and I proceeded to pick the fabric for my sectional for two hours. As soon as it came time to check out, **** explained that the sofa would be $3,200. Immediately, I informed him that the price he gave me was not what I had been quoted by him. As **** was unable to assist me, I requested a manager. In response to my complaint, ****, the manager, came and spoke with me. When I explained to **** about the discrepancy in pricing, he simply shrugged his shoulder and stated there had been a market increase in price, leaving him with no options to help. Despite my pleas and showing him proof about the ******************* quoted me, **** again showed no empathy and made no effort to find a solution to the issue at hand. It is appalling to witness a manager behave in such manner. I was both shocked and dissappointed to have been treated in this way and believe you should be aware that you have people like this representing your company. Its a terrible feeling to be let down by something you had high hopes of purchasing, and even worse with the people who are supposed to help you dont seem to care.I trust this is not the way Furniture Row wishes to conduct business with customers and I hope you understand my concern and take the required action to resolve my issue.

  

  Business Response

  Date: 06/27/2023

  Customers Quote is better than the current sale price, we cannot combine multiple offers. We are willing to offer the customer the original quote which again is a better price than currently. We wont offer the quoted price combined with current offers as that is not how our promotions work. I have reached out to the customer after she left me a voicemail, she did not answer when I called. We would love to honor the original quote, which is the best price offered anytime this summer for this specific item.
  
  Kindest Regards,
  ***********************

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20232417
  
  I am rejecting this response because **** refused to honor the full amount quoted from the sales representative. **** provided very poor service as well. He stayed :Its either you buy the sofa or you dont. This company is a nightmare, and I will never do business with them again.

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

• Initial Complaint

  Date:06/05/2023

  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.

  We purchased a sectional sofa from The Showroom **** N. Bannock ***** in October, 2021. The craftsmanship and materials were poor and the Showroom didnt prioritize helping us resolve the problem. The nightmare stared in April, 2022 when I notified our salesperson that the back and seat cushions weren't wearing well after just a couple of months. I was told that he would look into it and get back to me and that it would be covered under the warranty. I never heard back from him so I called back and to make a very long story short I dealt with 3 other people. One was a manager, ****, and the other was the Regional VP, *******. In February, 2023 they sent a repair man to fix the issue instead of returning the sofa and giving us a store credit as offered by ****. In just a few weeks the cushions returned back to the same problem. On March 30, 2023 ******* left a vm telling me that he was going on vacation and would call me back when he returned and to this day I still havent heard from him. History dates and people I spoke with *************** person on 4-25-2022 ****, sales person on 5-14-2022 Left message *******, VP on 7-28-2022 Spoke with ****, manager on 9-2-2022 ****, manager on 2-15-2023 We would appreciate a refund or more realistic a store credit.

  

  Business Response

  Date: 06/20/2023

  ******************** made a special order for this set. He did not like how the cushion cores have worn, so we ordered new replacement cushions.The management team has called a few times to notify him that we have the cushion core replacements at the store now, and we are ready to have them installed. We have yet to hear back from him. 

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

  Regional Manager

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20143469
  
  I am rejecting this response because:

  I have not been notified that they have replacement cushions and have not been contacted by the store recently.  I have repeatedly tried to contact someone from the store as described in my complaint but many of my calls were not returned, especially in a timely manner.

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

  

  Business Response

  Date: 07/05/2023

  I have called again, and left another voice message with detail that I would like to talk about his replacement cushion cores. I have not heard back. I will continue to reach out until he answers or calls me back. 

  Regional manager

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

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20143469
  
  I am rejecting this response because:
  

  I spoke with ***************************** on the afternoon of July 5th.  He sent the following email after our conversation:

  *******, thank you for calling me back. As discussed, I am happy to exchange your furniture for something else that the two of you would love.
  Along with the exchange, I will be compensating you both for your time that you have put in to get this rectified. Again, I am very appreciative for allowing me to correct the situation and earn your business back.
  Have a wonderful evening, and call me when you will be coming in to shop. I would like to meet you all and help you with your new purchase.

  I will be going in to the store in the near future to shop for a replacement couch  

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

• Initial Complaint

  Date:05/10/2023

  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 8 recliners for a theater room with warranty. When called to complain about chairs peeling they stated that was not covered. They started peeling about a year after I bought them. This purchase was done about 10 years ago and we just found out that ********************************* had the same problem with their sofas but they reemburst their customers. I am currently in the process if replacing them. I looked into it and found out the particles falling off the sofas is bad for your health but no one ever informed **.

  

  Business Response

  Date: 05/17/2023

  The customer has been non-responsive after multiple calls. The product was way outside of warranty and life expectancy and the product and was made by ** and not an Ashley ******** With that said we still want them to feel good about their purchase and are trying to extend them a 30% off offer on their next purchase with **. 

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

  Regional Manager

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20043878
  
  I am rejecting this response because:
  I feel it should be at least 50% of my total purchase. I need to replace 8 recliners.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/22/2023

  We feel our offer is more than generous on furniture that has been used for 10 years and will be staying firm on our offer of 30% off there next purchase.

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

  Regional Manager

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20043878
  
  I am rejecting this response because:
  30% is not enough to replace the furniture that was clearly made of cheap plastic material and dangerous to our health.

  The material should never been sold for furniture.

  The request we are making  to replace furniture that was defected from the start.

  The 50% request is to replace unseen defect quality of the furniture your company sold.

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

• Initial Complaint

  Date:04/14/2023

  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.

  we ordered are couch back in September 2022 and it was great from the start are couch felt good looked good, not even 3 months after we bought are couch we started noticing pilling and the feathers from the couch started coming out of it. I called furniture row and asked them what we should do and they told us to use a depiller on the couch so we did it look good and then less than a week later it came back and ever since December we have been back and forth with them about are couch and today we had a service call they came and looked at the couch and said we would get a call later today from the manager so I called them and the manager of the store told me we neglected the couch and did not take care of it that there was dog hair all over it and it was stained, it has dog hair from my dog he doesn't get on the couch just the hair from are clothes get on the couch and the stain was from a dirty shirt I had on and forgot about its not a big stain just a small stain, but i'm not worried about the stain or the dog hair I want to know why the couch is pilling like a 40 year old blanket, or tee shirt.

  

  Business Response

  Date: 04/25/2023

  We have left multiple messages with the customer to resolve this matter.  The customer has not gotten back to **.

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

  Regional Manager

• Initial Complaint

  Date:02/09/2023

  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.

  We purchased a couch in July 2020. We were upsold on a third-party warranty that, we were told, offered repair of "one catastrophic event of ANY nature". We got a tear in our couch, and upon making the claim discovered SIGNIFICANT limitations to the repairs the third party is willing to do. We were misled in the purchase of the "warranty", which at the time seemed like a no brainer. We now have a tear in the couch with the only resolution offered being to give us our money back for the warranty and still have a ripped couch. My only assumption is that this company receives a stipend for each "warranty" that they sell, so they use unethical sales tactics to get purchasers to agree without providing accurate details on how the warranty works. It is a SHAM, and poor business practice.

  

  Business Response

  Date: 02/15/2023

  The customer decided to get the replacement instead of taking a discount, and as of right now will be picking up. May pay for delivery when item arrives. The replacement piece has been ordered. 

  Thank you

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

  Regional Manager

  Customer Answer

  Date: 02/15/2023

   
  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.  I will await the replacement piece (anticipated 4 weeks out) and will pick up upon arrival to the store.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/07/2023

  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.

  I purchased a sofa at your *******, ** location on 1/23/23. I was advised that the item would take 4-6 weeks before it was available for pick-up. While I was waiting for sofa to arrive at the store, I ended up finding a cheaper sofa at a different furniture store that was in stock. When I called the store to cancel the order on 2/3 , I was advised the sofa was at the store and ready for pick-up despite never receiving a call letting me know it was available for pick-up. They put me in touch with the sales rep who handled our order, he advised me they would charge me $120 for the cleaning kit since I was going to cancel. I said I would call back because I wanted to talk with my partner since we used the soap from the cleaning kit and nothing else. When I called back, in addition to the charge for the cleaning kit, there would now be a %10 restocking fee and I would still be charged for the cleaning kit since I used the soap. Once again, I wanted to confer with my partner about the restock fee since we were never told at the time of the sale there would be a restocking fee and there is no language on your website stating such. When I made the final call to cancel the order on 2/7/23, I was advised they couldn't cancel the order over the phone, I would need to go in. This whole process is a complete scam by your sales reps. I would like refunded by entire purchase since I never received the merchandise, minus the price for the cost of the soap bottle I used. I am attempting to resolve it with the company before I file a dispute with ************** for the charge. These are unfair sales practices by your sales reps to try to bully me into keeping something I do not want because they don't want to lose their commission.

  

  Business Response

  Date: 02/14/2023

  ****************** has been refunded for this transaction. Attached is a copy of his return invoice and receipt.
  
  Thank You,
  ***********************
  

  Customer Answer

  Date: 02/17/2023

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/14/2023

  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.

  Purchased a sectional from them. When the furniture arrived it was missing the 6th seat of the sectional. Contacted them and they said they would expedite the order. Had to take off work for this delivery as well. Finally after three weeks( a week later than what they said again) the chair arrived. But once again they did not deliver or order the correct chair. Contacted them again. It was extremely hard to speak with a manager. Finally after taking to manager he refunded our delivery and said he would expedite the correct chair again and said it would be delivered in about two weeks. We are not happy and said we already took two days off of works to have it delivered and still not be correct. After we said we want it next week he agreed it would be here in a week. Come that next Friday we called them and they said it would not be delivered until the next week. This is not good business. They are not doing everything possible nor apologizing for there lack of professionalism. I believe we deserve more than an apology. Some money refunded would be nice. We have been told to many times that out piece is one the way and it's clearly not. Thank you

  

  Business Response

  Date: 01/17/2023

  We have spoken with the customer and they have agreed to a refund of $200 for the inconvenience. Also, the product is in transit to the store and has already been scheduled for delivery. Thanks 
  
  Thank You,
  *********************
  Regional Sales Manager
  Furniture Row
  Phone: ************
  

• Initial Complaint

  Date:01/09/2023

  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.

  In April of 2022, we purchased a sectional from Furniture Row. Due to manufacturing times, we waited many weeks to receive our pieces. As they came in, we picked them up. We noticed that the buttons on a few pieces were different sizes. We contacted the store and explained the situation in July. We have been told that new buttons have been ordered, that we needed to bring in the pieces, that a repair person would be coming out, that we could be followed up with, over and over. Here we are in January of 2023 and still no resolution. The burden has been placed on us to continuously call and check on the status, even though multiple managers and our sales rep have stated they would do their jobs.

  

  Business Response

  Date: 01/17/2023

  The customer was taken care of last week. We received the correct buttons and ******, **************, went to their home and applied them.  ********************************* is satisfied.
  

  ***************************;

  Regional Manager

   

• Initial Complaint

  Date:01/03/2023

  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.

  In October 2022 couches were purchased and delivered on 11-17-22 and on 11-18-22 I contacted the salesperson requesting the couches be returned and I also informed him I was not authorizing any payments on this purchase. The sales agent sent me a link to pay $65.00 for the return and set up to pickup on 11-23-22. Without my knowledge the saleman cancelled the pickup. I called on 11-23-22 asking the time frame of the pickup. ******* at that time told me the pick up was cancelled and I asked why I was never informed. He said he did not know who to talk to. On 1-3-23 the customer service contacted me saying the return was approved but stopped by my daughter of who's name was not on the credit cards. I asked why she was even allowed to stop my request and why she wasnt contacted for financing once i specifically told **************** was not authorizing payments. **************** is not responding to my concerns. And I told them again today authorization of payments was not authorized and they need to finance the individual that has the couches especially since they stopped the return without my knowledge and also recharging my cards after i said i was not authorizing any payments.

  

  Business Response

  Date: 01/04/2023

  A mother purchased furniture for her daughter under the daughters name and phone number.  After the furniture was delivered successfully to the daughter, the mother decided she no longer wanted to pay for it.  We contacted the daughter, whose address it was delivered to, and she refused multiple times to allow access to return the furniture.  This is a domestic dispute between family and not the responsibility of Furniture Row and this has been explained to the mother multiple times.