Complaints
This profile includes complaints for Furniture Row's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 97 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/02/2022
Type: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.
Follow up for complaint ID ******** A representative of Furniture Row in ********** ** called me 9/15/22 and told me they would deliver a new waterbed mattress and liner free of charge to my home within two weeks. He also informed me that they would remove the previously delivered waterbed mattress and that I should drain the water out "as best I can." In addition, I was told the delivery and set-up fee I have already paid for would be refunded. However, below is how they responded to my complaint. Please note NO mention of removing the waterbed mattress that is going to have to be drained and removed from the frame in order to fix the damage done to the frame by Furniture Row's delivery personnel. AND it has been over two weeks and the new waterbed mattress and liner have not been delivered. MESSAGE FROM BUSINESS:Tell The customer has agreed to us replacing the mattress and liner. We will also be refunding her delivery. She has also agreed to set the new mattress and liner up herself. Thanks Thank You,********************* Regional Sales Manager Furniture Row Phone: 501-563-1484us why here...
Business Response
Date: 10/06/2022
This delivery is taking place today. Once the product has been returned, we will take care of the delivery refund.Thanks
*********************
Regional Manager
Customer Answer
Date: 10/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Once the delivery and set up charge refund to my credit card has been verified, I will consider this resolution as satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:09/28/2022
Type: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.
Bought leather sofa AND extended warranty June 2021. Already have 2 tears in each of 3 cushions due to poor workmanship. Contacted warranty company and was told "warranty only covers stains". Salesperson lied and told me it covered everything. I live alone, don't smoke and have no pets. I expected this sofa to last much, much longer. If I'd known what poor workmanship this place offers, I would have gone anywhere else. They need to stand behind quality of their items and either repair these or replace the sofa altogether.Business Response
Date: 09/30/2022
***** the Store Manager left **************** a message on Wednesday offering her an exchange or equal value replacement. We have not heard back from **************** yet.
Thanks,
*************************
Regional Sales Manager
Furniture Row
*********** / *****
**** / *******
*******
************Customer Answer
Date: 10/03/2022
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. No one from the store has reached out to me personally as yet.
Sincerely,
*************************Initial Complaint
Date:09/22/2022
Type: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 king size bed ***************** for $1,333 on May 10, 2022, had to pay upfront due to "special order for color selection", and given written delivery time frame of ***** weeks. I called Furniture Row/ Denver ******** September 18, 2022 to inquire about my delivery date since it had been OVER 19 weeks and I had not heard anything from Furniture Row / Denver ******** about my bed. When I called, I was told it showed a delivery time frame of mid-November and the sales person explained there was a back order that started in July. He said he would email the manufacturer on my order since it was place months prior to the back order - I never heard back from sales man. I asked if someone was ever going to contact to me to let me know my delivery changed and was told yes, someone should have - but no apologizes. He said I can not cancel the order due to it being a special order (for the wood stain), I pointed out that the order had not been completed yet hence I've waited 19 weeks and now your saying 10 weeks. He said "we don't know for sure it's not been made". Implying I have to wait for months for a delivery of an item that is already made just sitting someplace for me. He refused to give me the number of the manufacturer so I could check on the bed progress or lack-off of myself. Very poor customer service and communication, resulting in a poor reputation for Furniture Row in reliability and trust. I would not buy from here again and go through this again.Business Response
Date: 09/23/2022
Please reassign to Furniture Row as Denver ******** does not sell headboards. This will ensure the customer gets taken care of as soon as possible.Customer Answer
Date: 09/28/2022
***************************************************************Business Response
Date: 10/04/2022
We regret the delay in any custom order from any of our valued guests. We have been working diligently with our manufacturers to fulfill all of our orders in a timely manner and take any missed estimated shipping dates very seriously.
We have spoken with our guest, *************************, and apologized for any miscommunication. Her order arrived on October 4th, 2022 to our store from the distribution center and a delivery is scheduled for this weekend. We thank **** for her patience and continued business with us through these ************.
***********************
******** Sales Manager
Furniture Row Companies
Cell **************
Office **************Initial Complaint
Date:09/21/2022
Type: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 two couches in April of 2021. When I picked the up they were in boxes. When I unpacked them at home there was a cut/scrape in one of the cushions. I contacted the store immediately. They said the would order me a new cushion cover which was acceptable. I called several times over the last year asking about it. They initially said the delay was due to Covid. The only communication with them has need when I initiated it. After the continued delays, I feel I need assistance to remedy the situation.Business Response
Date: 09/26/2022
We called the customer to let them know we are going to get the replacement part instead of just the cover. It should arrive from ****** in about 2 weeks. Once it arrives we will make arrangements to replace the damaged part.
If the customer has any other questions or concerns they can contact me directly.
Thank You,
***********************
Regional Sales Manager, R14
Furniture Row
Cell: ************
**************************************************Initial Complaint
Date:09/06/2022
Type: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.
****** couch purchased on 3/16/21 from the ********** location. $149 5 year warranty sold.7/25/22- email sent to the furniture row warranty company.9/2/22- a response (almost 45 days later)9/6/22- cleaning claim for couch denied for soil buildup that would not have occurred had they not taken over 45 days to respond to the initial request. 9/6/22 - I am requesting a refund in the amount of $149, plus the cost of cleaning the couch I will ensure since I had to wait 45 days for a response, for a total of $329 reimbursement owed.Business Response
Date: 09/09/2022
We spoke to the customer and after discussing it she agreed to take the $149 credit for the protection.
*****************************
Regional Manager
Initial Complaint
Date:09/01/2022
Type: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 furniture in July 2022 came in caged dresser and one on back order for 2 weeks from the Pueblo,co Store, 2 day later we went to the Pueblo store took 3 lamps back the *********************** said we could not leave them since we bought in Colo springs store which is not true I spoke to the salesman in Colo springs he is very nice he said they should have taken them ,but when we got to the store he was sitting eating and would not come to assist us we had to go to him at the desk and he never was nice very rude no customer service Then they sent me a delivery date on a Monday which I requested but never showed up or called us waited all day again the Pueblo mgr.****** was **** said he would call with a delivery date 3 days later no call I had to call the store but they never answered I emailed my sales men he got me another delivery date again no one showed up or called me I again had to email my manager he said the delivery guys were out sick,I said its about customer service calling and letting your customers know I had to cancel appointments,I also called the Reggional mgr he could care less what is happening at this store, again inever got a correct time they told me today they would be at my home to deliver at 530 no one so far this is the worst place to shop customers need to know what is goin on .Business Response
Date: 09/02/2022
We spoke with the customer and apologized for the poor communication and follow up. We did give the customer compensation for her delivery and time. The customer seemed satisfied with this resolution
***********************
Regional Manager
Initial Complaint
Date:08/28/2022
Type: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 waterbed mattress and liner July 23, 2022. I also purchased delivery and set-up. I was told the waterbed mattress and liner would deliver 1.5 - 2 weeks. However, the sales associate wrote 2-3 weeks on the invoice. I called Tuesday, 8/23/22 (4 weeks after purchase) and was told the items would deliver Wednesday, 8/24/22. Unfortunately, the liner didn't deliver. I accepted the waterbed mattress and signed the delivery receipt only after I wrote "liner did not come / deliver" on the delivery invoice. When I called Furniture Row to ask them to credit my card for the liner, they told me I would have to come to the store with the item to receive the refund to my credit card. I reiterated that I didn't receive the liner...it was impossible to return something that didn't deliver. I told them I had the delivery receipt with my writing of "liner did not come / deliver" that I would email to them. They said that wouldn't work and they couldn't "do anything" until I came to the store and returned the item. I also paid extra for delivery and set-up. I asked specifically if they had personnel with experience setting up a waterbed. They assured me they did. However, they managed to knock my frame out of place and pulled my headboard approximately three inches from the wall. The frame was fine until they manhandled the new waterbed mattress into place. They also did not put the conditioner into the bed or burp it after filling it with water. Obviously, they did not provide the service I had paid for and in fact left me with a large mess that I am unsure how to solve short of draining the waterbed mattress and attempting to re-level my frame and change the location by myself. If I felt I was capable of performing that function, I wouldn't have paid for delivery and set-up in the first place.Business Response
Date: 08/29/2022
Please reassign this complaint to the correct business. Denver Mattress does not sell waterbeds. These are sold at Furniture Row, so please reassign to them so that the customer can get taken care of. Thank you.Customer Answer
Date: 09/11/2022
ID ******** follow-up: UPON REVIEW, MY ENTIRE WATER*** FRAME HAS BEEN MISALLIGNED BY THE SET-UP PERSONS HIRED BY FURNITURE ROW. NOT ONLY IS THE HEADBOARD UPLLED PULLED AWAY FROM THE ORIGINAL POSITION, BUT THE ENTIRE FRAME HAS ALSO BEEN PUSHED TO THE LEFT SIDE. THE PARTICLE BOARD SUPPORTS UNDERNEATH HAVE BEEN PUSHED OUT OF ******, AND APPEAR TO BE OUT OF THE GROOVES THEY ARE SUPPOSED TO BE IN. THE *** IS NO LONGER LEVEL. THE BOTTOM SUPPORT BARD IS LEANING OUT. IN OTHER WORDS, FURNITURE ROW DID NOT PROVED SET UP AT ALL.I want a new waterbed mattress delivered free of charge to my home. ; I want the liner that I have already paid for, that didn't deliver, and am being refused a refund on delivered free of charge ; I want a bottle of waterbed conditioner delivered free of charge to my home. and a refund of the set-up fee I have already paid for.Business Response
Date: 09/15/2022
Tell The customer has agreed to us replacing the mattress and liner. We will also be refunding her delivery. She has also agreed to set the new mattress and liner up herself. Thanks
Thank You,
*********************
Regional Sales Manager
Furniture Row
Phone: 501-563-1484us why here...Initial Complaint
Date:08/18/2022
Type: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 and paid for furniture in April and it has never been deliveredBusiness Response
Date: 08/19/2022
Spoke with the customer today. They are waiting until the order arrives in October and we will be giving them an accommodation for the push back and customer service.
*************************
Regional Manager
Initial Complaint
Date:08/07/2022
Type: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.
Only thing positive about this store. Is the delivery driver and his crew. The rest r a joke including the manager. Give fake names and e- mail addresses on phone. Order a sectional in gray. Comes in brown and gray. Who orders a couch in two different colors. Part brown/ gray. Dont make anything right. No discount, not even a free pillow. Manager always says he cant do anything. Why ru a manager then. Calling my attorney. This is ridiculous. Good luck everyone. Im sure wont be posted so Ill have to go on Yelp. Good job manager.ask manager how hes gonna make right. Says he cant do anything. ***** a free pillow is better than court fees. Right. ****, dont go there ever. My other part of couch that was ordered different colors has been sitting there. **** and said it just arrived. Bull.Business Response
Date: 08/17/2022
I just spoke to the customer and although she isnt thrilled with the issues she said she has faith in ****** and ***** at the store level to get her taken care of from here. She has my cell to reach out if there are any more issues.
*********************
Regional Manager
Initial Complaint
Date:08/01/2022
Type: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 special order couch from Furniture Row in Pueblo the end of February. Part of it was delivered in June it is a blue couch we received 1/4 of the couch and blue the rest of the couch was ****. We are not able to get any delivery timeframe Ive spoken with corporate Ive spoken with a gentleman by the name of ***** who responded by saying that production of the couch was supposed to start the end of July we should have the couch like the end of July still no response. I tried calling corporate again no answer after being on hold for several minutes they just hang up I am paying on a couch that I do not have. I need some response from Furniture Row regarding our deliveryBusiness Response
Date: 08/08/2022
I spoke with the customer on August 2, 2022 to work on a resolution with their order. The sofa they ordered is a custom piece that did take several months to come in. Unfortunately, it was shipped in the wrong color. Normally, it would take several more month to correct an error with a special order. However, the manufacturer is putting a rush on remaking the sofa in the correct color and should arrive to our distribution center around the end of August. Once it arrives we will deliver it to the customer. Additionally, the customer is being sent a $250.00 gift card to accommodate them for the delay in their order.
If the customer has any other questions or concerns they can contact me directly.
Thank You,
***********************
Regional Sales Manager, R14
Furniture Row
Cell: ************
**************************************************Customer Answer
Date: 08/08/2022
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,
*********************My spouse spoke with the business, as of 8/8/22 still have not received gift card, nor the correct delivery of couch, but I have no other choice, but to accept. I will make another complaint, if the gift card nor the couch have not been received in a timely manner.
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