Furniture Row Reviews 

We ordered furniture in March, and they said it would be here in June. Then in June they said sorry July, then July they said sorry August, and now they tell me September. I ask why, and they say no idea just the way it is. It would seem they have no idea when things will come in, and to be honest I don’t think they care. I have used them for years, and understood long times during COVID but now, this makes no sense. The people in store are nice, but it seems the warehouse and lead times suck, and nobody cares.

It’s spent 6000 on couches that don’t connect to my TV call them and did nothing to fix the problem that they did not tell me about that’s on them now I have to spend more money just to get what I want. Cool, cool cool

I spent over $2,000 (on credit) on a sectional sofa. The cushions on the floor model were robust and bouncy. Mine flattened out everyday. I had to turn and plump the cushions everyday. The store manager said to bring the worst one in and she would replace the stuffing. That cushion flattened out too. I returned to the store to check the floor model and all the cushions were full and taught and were bouncy as I had originally experienced when shopping. IT'S A BAIT AND SWITCH!!!
The manager said I should call the manufacturer and gave me the number. That office said to call the store and have a tech come out and verify. I did. Manager said she would send someone within a week. That was 3 and 1/2 months ago. The only option left is to take the 7 cushions to an upholstery store to have them properly filled with quality materials. So...I have to spend more money. As a senior on social security, I had always wanted to own a good couch just once in my life. Everytime I look at it my heart drops. A daily reminder that I got cheated.

Bought over $7,000 in furniture and we went to pick up part of the order. When we got home the recliner was the wrong recliner which was apparently mislabeled on the outside of the box. We live an hour and 15 minutes from the store. We were originally told that they had the correct recliner in their store and that it might be possible that they would drive to us and make the exchange. We were suppose to receive a call back and no one ever called. I called at the end of the next day and was told a new one would have to be ordered and it would take 2 to 3 weeks. They couldn't give me the other correct one that they had at the store, as it was spoken for by another customer. Also, I would have to drive to them to get my recliner and bring the other one back! But that I could use the other one in the mean time (These are leather pieces so absolutely not doing this. What if it got scratched! With this customer service I'm not taking a chance with that!) I was told he would talk with the manager to see if they could work something out and he would call me right back as manager was in the store. No call until the next day with the news that they could only order and wait for it to come in and then we will have to drive and get it. I still have 2 chairs that were special orders that aren't anticipated to be in until at least the end of April so I would have to make another trip to get those. I have made nearly all my mattress and furniture purchases at this store. I will reconsider future purchases at stores that have better customer service than this. No more Furniture Row for us and I'll be telling all my friends about this experience.

We’ll make sure they deliver instead of drop off. Never had a company drop off furniture outside. I have a truck if I wanted to move furniture I would have picked up myself. Never again

I made 2 different orders with the company totally almost $30,000 in November and December 2025. The first order was placed on November 12, 2025. I'm still waiting on pieces from that order. The Amish bedroom set was a 10-12 week time frame. That didn't happen Multiple items have been delivered broken. Five chairs they tried to give me for the dining set were broken, a swivel rocker was also broken when we received. I had them give me a base off of a floor model to have that chair for Christmas.
I've picked up items that were unassembled just to be sure it was not damaged.
When I complained after multiple incidents I was offered $150 reimbursement for the delivery fee. I told them that is a slap in the face for as much money as I spent there. Today the manager (Louis) offered to sell me the broken chairs at a discount if I'd accept them. Are you freaking kidding me?
I've gotten nothing but the run around on delivery delays. Then just told they'd reorder items for me.
The customer satisfaction from this company is abysmal. Excuse after excuse. Their idea of making it right is $150 or a discount on broken furniture. Don't waste your time or money on this business.

I purchased a couch and table in January and was told by the sales representative that the tables would arrive in 2–3 weeks and the couch in 3–4 weeks. These timeframes are clearly stated on my receipt.

It has now been over four weeks, and I had not received any communication regarding my order. When I called the store, I was told the delivery timeframe was actually 6–8 weeks, despite what was listed on my receipt. When I expressed that this was unacceptable, I was told they would check with the sales representative and call me back. I never received that call.

I followed up again and was told I needed to speak with a manager, who would also call me back. Once again, no one reached out. After contacting them yet again, I was told the sales representative “shouldn’t have told me” the 3–4 week timeframe, even though it is clearly printed on my receipt and that the delivery window was always 6–8 weeks.

The lack of communication and accountability has been extremely disappointing. I am now in week five with no updates and no clear resolution. Based on my experience, I would not recommend this store. It feels like they will say whatever is necessary to make a sale but will not stand behind their word afterward.

My experience at Furniture Row was great. I bought a new swivel rocker at the Killeen, Texas location. I like the fact I had plenty of time to browse before anyone came up to me and put pressure on me. The purchase process was pleasant. I will receive a call stating when the chair is ready for delivery. So far, my experience has been a good experience.

Gouged my hardwood floor on delivery Manager offered $400. I indicated I did not want money, I wanted floor restored. They sent out their own estimator who indicated the entire floor needed to be remanded and restained with a $6200 estimate. The store then put me off for weeks despite repeated inquiries and when I indicated I would have my attorney send a letter, they indicated they would have no further contact with me. Now I will have to incur legal fees. DO NOT buy from these people.

Had some hiccups along the way getting the right item delivered BUT, in the end, they made it right and I didn't have to argue with them about it at all. They were very nice and polite the entire time and I love my new sectional. Thanks!

Went in the day after their black Friday commercial aired. Was going to look at a recliner they had on sale. They didn't have one in stock. The salesman said he could order them for me. Really??? Yep, go ahead and order me a bunch of furniture that I have never see. I would guess several people may stop to look at those chairs and they don't even have a demo or floor model to show. That is an absolute bait and switch tactic. There are a lot of good furniture stores in the Quad Cities and this place isn't one of them. Never again and I will make sure I let all my friends know also.

I had the worst experience with the delivery from Burlington, IA Furniture Row! They send out a bogus text telling you “we will arrive in 24 min” which come to find out is generated by the computer program, not a person! So you expect the text to be valid, right? Nope! I waited an hr and a half more with no notice at all that they were NOT coming in that time frame. I have to call the store a couple times to see what’s happening and all I get is placated! Don’t believe the texts they send out and don’t expect them to care that you were ready and gave them respect by getting things(dogs secured, garage open, etc) ready for them! No, it’s a one way endeavor! Since I didn’t get his name, I have to say the black GENTLEMAN WAS A TRUE GENTLEMAN…not at all true for the white kid who got out of the truck with an attitude! Don’t expect the mgt to care either in my experience…just placating verbage was given!

I bought several pieces of furniture there, a sofa that wasn't reinforced for more than a year without a hole forming. The armrests are the same, it's a piece of furniture for watching television and sitting is not possible. I bought a sofa bed and the backrest got deformed. It's a waste of money, it's like throwing your money in the dumpster!!!

I went in to Furniture Row last night to buy two rooms of furniture after another "major" furniture store screwed me over. I bought a bedroom set from Camaron, a mattress and base from Wilson, and a couch and recliner from Karitza. All three of these people were amazing! They listened to what I was looking for and helped me find the perfect item for my new home. Absolutley fantastic service! I will never buy furnture from anywhere else!

I’ve waited 6 months for part for my recliner. They can not get out of their own way to resolve this and apparently are incapable of customer service. Additionally, there is no valid reason for linear actuator to have failed in 2 months from purchase. Buyer Beware!

I ordered several pieces of furniture a livingroom set that included a couch loveseat and chair. Amoung over 5k of other furniture. Within a couple weeks I told them the furniture was falling apart. I paid for a protection plan which Is a scam the furniture had a 90 day manufacturer defect warranty and I sent all the pictures and videos of how the furniture is falling apart if my 6 year old Leans on any of it it makes a sound like it's going to break the cushions were flattening and I was not comfortable that the furniture would hold up and not break and hurt my kids. Even though it was within 90 days and it was definitely a manufacturing issue they will not give me a refund I have to pick something else from their store with the money from the couches. There is no warranty it is all a lie no matter what happens you will never get a refund just chained to their store to hope you pick something else that isn't trash. I want My money back so I can get couches somewhere else but they refused. They also charged me to pick up their manufacturer defect furniture for the return. What a joke.

I ordered furniture from furniture row in April. Took several weeks for delivery. Upon receipt of the furniture
I discovered several imperfections and thus furniture row stated they would send replacements. Replacements took another 2 to 3 weeks. After 2 to 3 weeks they delivered more replacements that were also not up to standards. I decided to let the whole set go back to furniture row. The delivery gentleman stated furniture row would reach out to me as to when they could pick up the furniture. Three days later I called furniture row to follow up and spoke to Debbie the Manager. I explained all of what has taken place and she stated that because I have had the defective furniture for an extended period I am unable to return it. I explained to her that to no fault of mine the replacements took weeks and weeks and the last set was still substandard. No resolution was offered other than I keep the furniture or select something else from the store which means I am hostage to this store. Why would I pursue other items from this store when I could not get anything other then substandard quality? Called the CEO and the number is not valid. Another RED Flag???

We have bought a half dozen or so pieces of furniture from Furniture Row. About half have been made from recylcled teak roots and stumps. The others have been a aluminum and leather aviator chair, sliced wood side tables, and a leather recliner. All are unusual in appearance. This is not inexpensive furniture but, in our opinion, all are well worth the price. The teak pieces especially always draw positive comments from visitors. We receive excellent service from the sales people, and it is one of our two go-to stores for furniture; the other is for custom made pieces.

The store we visited is in Clarksville Indiana. The sales person, Janna, was so knowledgeable and answered all of our questions. She was super helpful throughout the whole process, even after delivery. We had a very good experience shopping for bedroom furniture.

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!