Furniture Row Reviews 

Edit** After sending me to a care specialist "Angie" they are still refusing to honor the warranty. Their employees are trained to inform you that the warranty will cover anything and everything without providing you with a brochure to disclose what is actually not covered. Alice would not even acknowledge how their employees sell the warranty when I asked her several times how they can sell a warranty like this when they do not actually cover anything. How can a company lie to your face and then "customer care" just brushed it off? Thanks, Angie, for the lack of help or care. You respond to all my reviews and act like you will resolve it and then you deny any wrongdoing in a private email.

We purchase a very expensive couch and were “sold” on the Allaway protection plan by Ericia for $399. We have several dogs and a toddler and expressed concern as we have never owned a nice couch in this price point or a leather couch. We were told by Ericia to not worry about dogs or any issues with children as with the protection plan everything was covered, and they would even replace the damaged section one time during the coverage period if they could not fix it. We were told ALL issues would be covered and were not given any brochure on the plan. Obviously, Ericia receives commission, and we were too dumb to realize this when purchasing it and since becoming aware of it on the spot – we were not able to do our own research on whether a plan is worth it or not. We would not have purchased the plan if we knew only a select small amount of damage was covered. We realized today that only damage caused by stains is covered and there’s is only a small list of what is considered a “covered stain”. We found it out when they denied our claim immediately with this reason “The AllAway Stain Protection Program is for limited accidental stains from single incident, but unfortunately, does not cover leather worn out from cleaning such as color loss, fading”. I was told by Ericia that it does not matter and that if there is damage that is what the insurance if for. Apparently, Furniture Row trains employees that it’s morally and ethically okay to say whatever is needed to the customer so they can get their commission; you don’t have to worry about it once they’re out the door. I could have used the $399 towards replacing the damaged piece rather than spending it on insurance that refused to cover anything. If I would have received this brochure on the coverage when I bought the couch I would have laughed and said no because of the short and limited list of what is covered. Glad Ericia sold her morals and ethics for %30 of the sale. Way to go girl!

Ordered a bed frame for pick up. Decided to text the location to see if there's an update on my order since it's been over 2 weeks. Glad I did because they said it was ready, even though I never got an email. The 1st reply by text was friendly, but when I asked a couple questions, the 2nd reply was just eh and I didn't care for it. I reached out to their customer service online and the agent only apologized for not updating me about the order. Nothing about their team member being rude. Didn't care for any of it. They could be more friendly, caring, and understanding.
I also don't care for their return policy, but I will be inspecting my bed frame before taking off with it.

I will come back and update my review after I get my pick up. Really hope I get treated good in store, and there's nothing wrong with my bed frame. I'm also driving an hour to get it.

Bought an office desk chair I thought would be a good chair. It took a couple weeks to get in. I picked it up less than two weeks ago and the chair is causing me bad hip pain. Asked to return the chair for a refund. They refused.
They offered an exchange but they don't have very many office desk chairs and there are no other reasonable options.
I cannot sit in this chair so I wasted my money.
I recently bought a bed, two recliners, and six dinning room chairs from Furniture Row.
Doubt I will ever buy from them again if they wont stand behind their furniture.

the protection plan they tell you is amazing is actually completely worthless-- avoid at all costs. The couch is less than two years old and has cosmetic (which are supposed to be covered) and mechanical defects. Why the mechanical issues aren't covered is a mystery. Truth is nothing is covered. They will not help you just waste your time.

Bought a Kinetic Power Swivel Glide recliner January 16th 2023 and on March 10th 2023 the foot rest broke, will not work at all, it has taken 6 days to get the promise of a service man out here now he is running behind may or may not make it out here today. Called Furniture Row they say they are not in charge of the service man's schedule. So it appears that the quality of the merchandise is inferior and the service appears to be slow and I don't even know if it's any good cuz he hasn't shown up and I'm stuck with a chair that does not work after less than 2 months. The chair cost $1,451.60 with the delivery ($129.00) I will never buy from Furniture Row again. Very large amount of money and time and aggravation to waste because I have to stay here and wait for him.

My husband and I was looking for a sectional so we went Furniture Row. The manager was the one who help us (Robert Rodriguez) and he was looking for what we needed in a sectional that was 109"in fabric.
They had leather sectionals but we were looking for fabric so he showed us one piece of a sectional that was in the warehouse. It was comfortable so we said yes. We got the sectional and it was so uncomfortable. We called and talked to the manager that help us and he told us we can switch it with another sectional so we did. The problem I have is that he didn't want to deal with us at all he didn't say hello when my husband said hello to him and wouldn't even look at us. He just pushed us off on another salesman who was very nice and helpful (Josh Shotts). We will never shop there again.

Thanks a lot Andrew! Over the North Austin location. Hopefully I can use the remaining credit soon. Delivery arrived sooner than expected!

I rated Furniture Row (Aurora, CO) with a 1, because zero wasn’t offered as an option. We ordered a family room set, including sofa, loveseat and chair. We also paid extra for frame and seat cushion upgrades. It was delivered after waiting 32 weeks. Within about seven weeks, the cushions broke down and fail to provide support. A third-party furniture technician sent to my home by Furniture Row concluded that the foam used to make the cushions is inferior - not furniture grade - and recommended replacement. After two and a half months of being lied to, told to wait for this or that, their representatives failing to follow up or call back as committed, because I wouldn’t give up and kept calling, miraculously their management team decided there was nothing they could do for me. Yeah - they completely washed their hands of the issue and my satisfaction. I will NEVER step into that place again!!! They delivered defective furniture to me and, after jerking me around for months, ducked into the shadows. They never applied any real customer service once they got my money. I won’t deal with a dishonest organization!!

As Always the delivery crew was outstanding (The 3 times they came out for the same issue). It's Management at the Store in Selma Texas that I had problems with. Do not remember the so called Manager in Bedroom name but I think it was Joel or Noel. But I do know the person by the name Daniel. For about 2 and 1/2 months I had been waiting for a section of a bed to be delivered because the First and Second time they came the sections was not right it had a Flaw. I spoke to both men and I never my intelligence insulted to that extent. First Example: When I Talked to Joel (Or Noel) over the phone that "I should have went to "Bob Mills Furniture" He Told me that they sell they same products as Furniture Row. It just so happens I was near a Bob Mills Furniture Store and asked about this and the answer I got was "No". Second Example: I was informed that they, Management, was to email me when my section was in and I can come to the and look at it. That never happen. Third Example: I went to the Furniture Row location on Ingram Rd in San Antonio Tx. on August 11th 2021 and they had the section that needed But I didn't want to "Rock the Boat" per say. Forth Example: I called Last week Thursday August 19th at 1:13 pm and spoke to Daniel to inquire about my order, (It's been 2 and 1/2 months) and Low and Behold they getting some it this week ( August 19th-21th I assume). So Daniel put on the the schedule and I got the section replacement today Tuesday August 24th 2021 after weeks of waiting. I give Kudos to the Delivery crew who came out 3 times and the hard work they did for me. Management on the other side is "Unworthy"