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

  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:01/02/2023

  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.

  Requested a refund in the amount of $3,930.11 from Furniture Row in *********, INon October 28, 2022. It has now been two months and I still have not received the refund. They have stated that my original payment went through Prime/Stripe and that the refund was processed through them. They sent it to my closed account even after I gave them my current bank information. I have had to do multiple phone calls and involve my former bank. The issue is still ongoing and I will be hiring an attorney to get this resolved. I have attached screenshots from my previous bank bank stating they do not have the money.

  

  Business Response

  Date: 01/03/2023

  Regarding *********************,
  
  When contacted regarding the refund processed to *********************, we verified with our payment processing company that the funds in question were refunded back to the financial institution originally used for payment on the day the refund was requested. Our payment processing company has provided the unique ARN, or "Acquirer Reference Number", that can be provided to the financial institution as proof the funds were transferred and are no longer in the possession of Furniture Row or our payment processing company.
  
  We hope the situation between our guest and the financial institution originally used can be resolved quickly and satisfactorily."
  
  Thank you,
  
  ***********************
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18671252
  
  I am rejecting this response because: per phone calls and attached screenshots of emails from the bank, they never received the funds and the funds are not in their possession or mine. This was a closed bank account and I have not used ******************** since March 2021. The information that the account was closed, and I gave my new banking information to the lafayette, in store when I called to initiate the refund and it was not used. I do not have the refund and neither does my former banking institution. 

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

  

  Business Response

  Date: 01/17/2023

  "Regarding *********************,
  
  We have verified that ******************** refund was processed on 10/31/2022 for the amount in question. We have provided the documentation of the transaction to **************** as well as a trace on the funds from Stripe, which processes our payments/refunds, and they confirmed this amount to have left their network. Once that amount is funded through the network with the provided ARN there is nothing further we can use to show where the funds have gone after reaching ******************** financial institution/card issuing bank used for his purchase.
  
  Neither Stripe nor Furniture Row have the ability to discuss this with the cardholders bank, so unfortunately this is something **************** would have to address with his financial institution/card issuing bank. We hope he is able to resolve this with them soon."

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

  Regional Manager

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18671252
  
  I am rejecting this response because:

  I have had a 3 way call between myself, my former bank & Stripe(which is affiliated to ****** & Furniture Row) There have been emails from my former bank to Stripe/Podium ststing they do have this money. I do not have this money. I have also sent the files and screenshots  regarding the fact that my former bank does not have these funds as well
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  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 paid ******* for a sectional from Future Row in ***** **. The fabric started deteriorating within a month. In November 2020.It was replaced and did the same thing along with the arm breaking and the pull out bed came off of the tracks. The said my warranty is null because of replacement.

  

  Business Response

  Date: 12/20/2022

  ************** purchased her set in June/2019. The entire set was replaced in June of 2020 before the years warranty expired. As we explained to **************, the set had a warranty of one year. Obviously, the warranty expired over two years ago. There is nothing we can do for her now. . We gave her the information of a very good repair company who could look at it for her and hopefully can repair it for her, but, we cant help her with the costs involved. We are sorry to hear that she has problems with her set, but, as we stated above, there is nothing that we can do for her.
  Thank You

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

  Regional Manager

• Initial Complaint

  Date:12/13/2022

  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 purchased a recliner, it was picked up this last Saturday and the fabric and stitching is pulling away. I took the chair back in perfect condition and the store stated no refunds. The manager stated I can have a credit for the furniture. Want refund in $1,296.12. ********************* (salesman)

  

  Business Response

  Date: 01/11/2023

  A full refund was issued for ******************** on 12/14/22 (the next day). I had taken the call from her and we dealt with it immediately. Its strange that she didnt notify the BBB. Well, maybe not strange, but, she should have.

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

  Regional Manager

• Initial Complaint

  Date:12/08/2022

  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 bought our bear creek bed with every attachment you could imagine. This bed lasted us 3 years before the connection from the main frame disconnected and the bed collapsed while we were sleeping in it. Luckily my baby wasnt hurt, and I cant imagine what would have happened had my dog been under the bed at the time. Im not sure if the bed was put together wrong but for it to give out in only 3 years is insane. Are we supposed to just keep paying for an item that has fallen apart after not being constructed properly? And they tell us theres no warranty for it even though it is not our fault.

  

  Business Response

  Date: 12/19/2022

  The customer is buying a new set of side rails at a discounted price.  We ordered decking to get that part resolved but it has not come in yet.  It should be about 3-4 weeks.  The decking comes in a footboard box.  We should have them taken care of soon.  Thank you!

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

  Regional Manager

• Initial Complaint

  Date:11/29/2022

  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.

  Please see the attached word document. Our whole entire experience with Furniture Row in ***********, ** has been a bad experience since the couch that isn't ours was delivered. The customer service has been awful and our concerns and issues aren't being addressed. We paid significantly more money to have a couch custom made to our liking. The invoice/flyer indicates that the couches for custom orders are not made/produced until an order is placed. We received a couch that someone else ordered. ************************* and furniture row in ***********, ** tried to pass this couch as our customer order for over 3 weeks until finally they admitted this wasn't our couch. It was delivered with stains, exposed staples, creases, a small tear, and the end cap to the chaise is extremely loose. We called to discuss these issues with furniture row the day after delivery. ************************* said "most people would be happy to have a couch delivered early". We would if it was the couch we ordered and it was in good condition. Instead of lying a little transparency would've been nice. Just tell us the truth and ask us if we want this couch or to wait for ours to be made/produce. The scheduled date of delivery is 6/20/22. We didn't purchase a couch until 8/20/22. We're not happy with the lies, false advertising, and customer service we're receiving. We've asked to speak to the district manager and ****** wouldn't provide us his contact information. He just told us his name is **** and that's it. I have filed a dispute with the credit company. We don't want this couch. We don't know the history of this couch and we've lost all trust with this company.

  

  Business Response

  Date: 12/08/2022

  Yes we are refunding his order. We are scheduled to pick it up Sunday.

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

  Regional Manager

• Initial Complaint

  Date:11/27/2022

  Type:Order 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 complete H393**2373636353035H package from H39363**435323536H ******, ** in April 2022. Were told due to COVID pieces would come in several shipments. We have a signed contract for this sale and have started paying for it. We were told one of the pieces C-******** 3 drawer chest would take the longest. We didn't care. Several times we contacted H39363**435323536H and were told they had heard nothing. The piece that we were paying on #**-1801 had not been built yet. Last month when the piece was supposed to arrive, we stopped by the store. The salesman who sold us the package told us he just heard that the order had been cancelled. In quoting the cost for the whole package that we had been paying on, they miss-quoted the price of the three-drawer chest and were cancelling the order. We argued that we had a signed contract from the store and to cancel the order would be fraud. I checked with two attorneys, and they agreed. We appeal to you for a settlement.*********************************** ******, **

  

  Business Response

  Date: 12/05/2022

  The piece you were written up for was not approved due to you being written up for a one drawer nightstand with a subtotal of $1,699.
  This unfortunately was the wrong piece.
  The correct amount for the three-drawer chest is a subtotal of $3,416, we recognize we selected the wrong piece when writing up this ticket and would like to do our best accommodate for your inconvenience. 
  
  I will authorize for this piece to be ordered at the price of $1,699 plus tax.
  Please let me know how and when toy would like to get this in order.

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

  Regional Manager

• Initial Complaint

  Date:11/12/2022

  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.

  My son is working for this company and they do not pay the employees for overtime. They get 2% of items loaded on the truck for delivery. They do not get paid for drive time or set up. They have these men working 12 and 14 hour days with no base pay. They have gone to the management with no avail.

  

  Business Response

  Date: 11/16/2022

  One of our Regional's did try to call ************** and left a message for her. 

   Since this is an employee pay issue instead of a business dealing, we ask that you call either ********************* ************ or ************************* ************.  

   

  Thank you 

• Initial Complaint

  Date:11/11/2022

  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 deliveries are delayed, sets arrive in partial shipments. Furniture arrived damaged. Delivery staff rude. Horrible communication and delays and no call backs. Wont refund money for damaged furniture.

  

  Business Response

  Date: 11/11/2022

  This is a furniture order.  Please reassign to Furniture Row as Denver ******** does not sell furniture and we want to make sure that the customer gets the help they need.

  

  Business Response

  Date: 11/17/2022

  The customer has been taking care of and is getting new furniture. 

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

  Regional Manager

• Initial Complaint

  Date:10/17/2022

  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.

  Drove to ********, ** and purchased living room and bedroom furniture. Returned with an enclosed cargo trailer to safely load and unload the furniture and protect from any potential weather. This was a 10 hour round trip. When we unloaded the furniture, everything seemed great until we opened the top of the box holding the dresser and noticed the wood didnt match. We pulled the front of the box down slightly and saw that the drawers were all white instead of the ****** dresser wed ordered. I immediately called the store and sent the picture of the dresser as requested and was told ****** sent the wrong dresser. After going back and forth with different people, I was told theyd find a carrier to come pick up the dresser and bring the correct one. Then no word. Called back several times. Today when I asked to have my money refunded and for someone (from ****** since closer) to pick up the dresser, I was told it was too far for ******. This is after being told ****, ** could go to ********, and then to *********** but ****** is too far. Casper is much closer. Today I was offered $300 to bring the dresser to ********. But only if we took the correct dresser back and didnt ask for a refund. We can not afford to take a cargo trailer on another 10 hour round trip at 13 miles/gallon and we arent able to lift the dresser into the back of our truck. Hence why we brought a cargo trailer. I dont feel like we own this error and we are being penalized for the stores mistake. I want my money reimbursed and for someone to come retrieve this dresser in our living room or identify a place to donate it locally so they can come get it. The dresser is still in the box- just opened enough to take requested pictures and note that the whole back of the dresser has staples coming out. I will not do business with Furniture Row again if this isnt rectified. Scathing ****** review is next.

  

  Business Response

  Date: 10/20/2022

  We handled this yesterday with the customer and store. The customer is happy and you can close out
  
  The customer received the wrong Dresser in the box from the manufacturer.  The customer wanted to refund the dresser and mirror for the chest.  Once the chest arrives in the store, we will schedule a delivery to swap the customers furniture all out.  This will take care of the wrong stain issue from the manufacturer.  Thanks so much 

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

  Regional Manager

• Initial Complaint

  Date:10/05/2022

  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.

  During their Labor Day weekend sale we purchased a Twin over Twin Bunk Bed. There was a sign attached to the bed that said the bed with trundle with on sale for $849. We asked the sales rep ****** if the trundle could be exchanged for the drawer system. He said he wasn't sure and went to ask a coworker, he then took a picture of the tag. He came back and said no the sale was just for the bed with trundle. We said that was fine and ordered the bed. The bed finally arrived on October 5 without the trundle. The delivery guys said no trundle was listed on their sheet. We compared it to ours and discovered the trundle wasn't listed. We didn't know this because the receipt we received used the word twin over and over so to be honest we really didn't know what we were looking at. When I called to inquire about this and asked if they could look up the actual sale in the computer to make sure we weren't given incorrect information I was put on hold and then ****** was put on the phone claiming he never said that. Both my husband, daughters, and self all remember the trundle part of the bed being a part of the order. I asked to speak with the manager and her "solution" was that we could purchase the trundle. I didn't want to spend more money I wanted the trundle that was part of the advertisement on the bed in the store. At no point did she offer to look up the ad or to verify her employees story. I would like the trundle like it was told to us and advertised on a sign in the store.

  

  Business Response

  Date: 10/17/2022

  We did call **** and we got her taken care of.  She is happy

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

  Regional Manager

  Customer Answer

  Date: 10/17/2022

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