Update from my last review from 12/12/14. Chris, the manager from Furniture Row, called me this evening to talk about my review. He was very nice, and expressed that he wanted to take care of my concern by replacing the broken bench. It meant a lot to me that Chris took the time to see what his customers were experiencing, and to do what he could to rectify. Thank you very much, Chris! You have more than resolved a problem. You've provided excellent service and gained the loyalty of this customer!!! read more

I'll keep this brief. The people that made the experience were wonderful!! HUGE hats off to Kendra and the newest addition, Moriah. Corey and Lois will always be greatly appreciated. The other managers along the way and the interior designer, Heidi were less than wonderful. With so many companies to by furniture from, I would only go back to a select few. Those few, are what earned the five star rating. read more

Update: I received a call and they spent some time on the phone with me to resolve the issue. This was at the end of January. Today is the 5th of March. I still have 3 rugs that I paid for in December that aren't here yet :(. Once again the reps at the store are very nice and doing whatever they can but here we are close to 4 months later...still waiting. Furniture Row did get me $500 credit which was awesome and honestly unexpected. My total order was around 6K to put that in perspective. Because of that as soon as I get my rugs I will update and/or delete these reviews but as it stands right now I don't have some of my order which was paid for 4 months ago. read more

After my initial experience, Sofa mart contacted me and offered to help. I really didn't have any other options because I won't do R. C. Wiley or Ashely. I went back and they were able to adjust my delivery charge. Not free but better than before. I expect my $4000 worth of furniture next week:) read more

We have purchased many furniture items from Furniture Row and have been extremely pleased with every transaction. This last one took the cake, I went in looking for a recliner for a nursing home room and we found the perfect solution at $25!!! Our salesperson Toni was amazing and not at all put out by the inconvenience of our ridiculously small purchase. Thanks Furniture Row for being our go to furniture store and thanks Toni for your outstanding customer service! read more

George provided amazing customer service! I got a BEAUTIFUL chair for an INCREDIBLE deal! I will definitely be back! (They also have gorgeous, quality furniture.) Thank you! read more

Finally some variety. My husband and I shopped at Rc Willey and Ashley Furniture before stopping here. Not only did Sofa Mart have different styles but different colors besides grey and brown. Good quality and price and the service from Spencer was very helpful and not pushy. Thank you!! read more

Do not buy furniture from here. Just don't do it. Have enough respect for yourself to shop elsewhere. We walked in and found the perfect sofa at exactly the price we wanted to pay and immediately tracked down the salesman Mike to get the ball rolling. I paid up front. Rare thing to do these days but I did it - which should make me a retailers number 1 priority since the merch is bought and paid for. However this did not end up being the case. I understand that December is tough for most companies because there is a lot that can happen during the holidays, I can respect when they're honest with me. Flat out being lied to by more than one person is not ok. They assured me they could deliver on the 23rd right in time for my family to come in from out of town and have a place to sit. They were supposed to call me the day before my delivery date and give me a 2 hour time frame. Great. The 22nd rolls around and I do not get a phone call. So I call the store and am told by Stephanie that the delivery drivers have called in sick and that they'll call me tomorrow. Fine. Noon on the 23rd and no call. So I phone the store again and the Slavic chick tells me that in fact they had me as a pick up. When I get upset she does some checking and realizes I'm actually an outsourced delivery and that my delivery window is 6-8pm. Great right? Not. 8:15pm and no sign of my couch. I call the store and speak to Stephanie again who tells me I'm scheduled so everything should be fine! At this point I don't trust a dann word they say and I make her call the delivery company to check. Ooooohhhh turns out my couch never made it on the delivery truck so the salesmen, Mike, who supposedly was out helping with deliveries - will call me in the morning. Yeah I'm good. I'll take my money back now. (She didn't even attempt to save my sale so I assume she did a lot of refunds today.) I don't give money to companies that lie. Tell me day one I have to pick up the couch if I want it by Christmas. Be honest. Have some dann integrity. If Mike wants to call me and offer me a substantial discount and free delivery I'd be happy to pay cash when the couch is on my doorstep. But we all know that he won't even call to apologize for making my guests SIT ON FUCKING CAMP CHAIRS SINCE I THREW OUT MY OLD COUCH WHEN THEY SAID THEY WOULD BE ABLE TO DELIVER NO PROBLEM!!!!!!!! read more

If I could rate negative stars I would. This is by far the worst customer service I have EVER experienced. We bought our couch a month ago. Was told it was going to be delivered in 2 weeks. Still waiting.. We've called over 20 times and each time they're surprised to know that we're still waiting for our couch. I'm sorry. But you take our money out of our account and still have no idea you owe us a couch? They knew exactly when we were available to be home for delivery, and on the day of delivery, never called, never showed up. We called the next day and they had no idea and pushed us back another week. Told us we'd get a call from the delivery guys to schedule a time frame. Never got a call. Day of, got a call saying they were going to be there at 1:30pm. We're working adults and made it very clear on multiple ocassions that we weren't available in the middle of the day in the middle of the week. They pushed it back yet again. And again. And again. Called the day before just to check and confirm this time. Lo and behold, our couch somehow didnt make the cut to be put on the delivery truck. And they have no idea when it's being sent to us. Buckle up if you're talking to Stephanie. She works there and somehow doesnt know anything about anything going on with the store. A random person walking around the store would probably know more than her. Apparently the sales people don't communicate or organize the delivery of each couch and are only responsible for the ones they sell. And our sales guy conveniently was out of the store for the 3 weeks after we bought our couch. For the love of your sanity and everything actually good in this world, NEVER EVER BUY ANYTHING HERE. read more

Giving it 4 stars instead of 5 because of delivery. They brought the arriganel couch but one section was broke so they ordered a new one. We were told they would call and tell us when they would bring the rest of it but they never called. We had to call them. Got the date for it to be delivered. But the day it was supposed to come thru ordered the wrong coler. So again, we had to call them cuz they never called. This happens 3 times before we finally got the piece to our couch. There was always a reason they needed to cancel. Every single time they would give me a two hour time frame to when I would get it so I would cancel stuff so I would be there when they showed up. Just wished they would of respected our time and things we needed to do more then they did. It just seemed like after they got our money it didnt matter how we were treated any more. read more

We looked for a long time for the perfect sectional for our house. We looked just about everywhere and finally settled on the Cloud Sectional from Sofa Mart. We love the couch. It is by far the most comfortable couch we have ever had and we love how the pieces can be mixed and matched. The experience with Sofa Mart itself was a very positive experience. Louis took care of us and was very professional and helpful throughout the entire experience. He worked with us to make sure we got exactly what we wanted for a good price. The timeframe to get our furniture was a little over a month. They were very upfront about how long it would take to get our furniture and kept me informed throughout the process. I knew from the beginning that the particular configuration would take a while to get. They seem to have a pretty slow fulfillment process from their distribution centers to their stores. Something they may need to rethink, based on these other reviews. I can only speak to my experience with the store, which was very positive and I was told upfront what the timeframe would be. I would definitely recommend the Cloud furniture system and Louis in particular if you can get him as your sales guy. read more

We finally found the couch that we really wanted. When I tried to get some help, the employees immediately stop talking to each other and looked away. One of them turned his head around twice and look at me. I almost wanted turn around and walked away. Not a good first impression. Eventually, we changed our mind and decided never come back again. read more

We ordered an entertainment piece with an electric fireplace insert. It took a little longer than I expected for the pieces to arrive but as soon as they did I received a call to schedule the delivery. I was surprised that they delivered on Sunday but was glad that they were. Two delivery people came and brought the pieces into the house. They unboxed the large piece and one of them said "you just have to take out the glass and slide the insert in" I said "well, no. Thats what I paid for you to do" He didnt have a screw driver, had no idea how to get the back off the piece and was not very friendly. The other man was really nice but unfortunately he was busy taking the boxes back to the truck. The piece is very nice and I will go back for other pieces once the puppy is older -but they really need the delivery persons to be more interested in customer service. read more

Interesting that the reviews on this site show a pattern of poor customer service. I'm stuck with a four thousand dollar couch that has fallen apart and is miserable to sit on after 6-8 months of use. In fact, this is the 2nd repair. Although it's under warranty, Sofa Mart and it's management have refused to fix the couch properly (after numerous visits) and are refusing to replace it. When I first called, they flat out told me that I didn't have a real problem and that I had "buyer's remorse" After lots of drama and escalating the issue, they begrudgingly sent out a service guy that verified several significant issues. The couch was not holding up well, 2 of the 3 sections on the main sofa lost support, had failed infrastructure and grinding in the gears. He told me he could not fix all the issues and it would need to be replaced. This can all be proven very easily. Sofa Mart called and said I refused service!! HAH! almost hilarious. The repair guy left understanding that the repair was not possible and he could not resolve the issue. Sofa Mart called and accused me of refusing service. Why would I do that? All I want is a comfortable couch. I paid 4k for that. It's a POS couch after 6-8 months of use! Be very careful before you spend your money here. Previously, Sofa Mart had accused me of lying about having problems and told me that their customers report problems "after their dogs chew holes in the couch" and made up several other excuses as to why I couldn't have a legitimate problem. They never expressed an honest desire to do the right thing, fix the poor quality couch or make sure that this issue was resolved quickly and fairly. These issues would be resolved my any reputable store that sells decent products and values their customers. I paid 4k for one of their best couches and I'm stuck with a company that refuses to fix or replace it. BUYER BEWARE. read more

I recently purchased a set of couches from Furniture Row. I've spent thousands at the store. The salesman never mentioned anything about a delivery fee until I called to ensure the delivery was set. The lady who answered the phone was absolutely no help and said that there is nothing I can do about it. I can only cancel and go somewhere else or pay the fee for delivery. It is extremely shady! Beware of the fine print on this company and steer clear! Never buying from these guys again! read more

Like everyone else I had spent a while searching for a comfy, affordable couch. I finally found and bought one at Sofa Mart - the buying experience was ehhhhh but I was excited to no longer have to sit on the floor. The salesman said 45 days at the absolutely most for delivery. I called to check in after that time and was told they could not see that it had been made let alone shipped but they would check into it and call me back..... The woman also said if it was going to be an unacceptable amount of time they would provide a full refund.... I can live with that. They did not call me back so I called them Monday to check on it. The guy said it "was in transit" and could give me no other information. It could mean it's on it's way to the store, on it's way to the distribution center then maybe to the store - he just could not know. He then said for me to call back later in the week and then we might know more information. When I said that we had talked about a possible refund the prior Friday he said he was not the person to authorize that and the right person was not available but to call back Thursday or Friday to see if there was more information. Had I known that it would be a minimum of 7 weeks I would have gone somewhere else! It's not like this was a super special order. I am frustrated, want something comfortable to sit in, and my money back from Sofa Mart - customer service deserves no stars! read more

Stopped in the other day after work to pick up a few small odds and ends for my home. The salesman Randy was extremely helpful and very knowledgeable. He wasn't the pushy salesman type at all which made me feel very comfortable shopping there. I had a couple interactions with the managers Kendra and Rick as well. They were the same, friendly knowledgeable non pushy types as well. All in all I got some great quality products at a great price, in a very comfortable atmosphere. I would highly recommend anyone and everyone to shop here. read more

We have had a great experience purchasing new living room furniture from here. The delivery was convenient to schedule and the guys who came by were so careful the whole time. We noticed some things in the leather and they've already ordered one replacement piece and scheduled technicians to come by for the other issue. Really great customer service! read more

I purchased a bed frame, a rug and recently a couch from here and have been very happy. The customer service is amazing and they are very willing to go above and beyond to help you. The warehouse workers and delivery people are very professional. The furniture I purchased is amazing quality and reasonably priced. read more

Customer service is severely lacking here. Purchased a sofa a few months ago and ordered pillows based on the fabric samples they had. Sofa was delivered with the wrong pillows and then they subsequently ordered the wrong pillows twice. Months later, we still don't have our pillows. After making us feel like the situation was our fault they finally refunded $100 off the price of the sofa. Terrible waste of our time with several calls to their store and a couple trips to pick up the wrong pillows. One place I won't be returning to in the future. read more

Okay I purchased a sofa and ottoman almost two years ago now I had purchased the four year extended warranty only to find out it covers nothing the only thing it covers is stains even though the GREAT SALES guy told my husband and I that it would cover everything. He said it would cover the frame the cushions and everything!!!!! oh boy was that not the case I called after only about three months to have a cushion replaced which took three weeks and allot of begging to even get that, I called again a few months later to get yet another cushion replaced only to be told that they wouldn't replace another one. This was still within the one year warranty even. Then the one year warranty expired and I had a few rips in the lining under the cushions which needed to be fixed, I was told the only thing the warranty covers is stains. Now I have a rip in the leather and was just told the same thing again basically I paid $200 for nothing, Nothing at all...... what does management say oh to bad you need to call the warranty company which is just as big of a joke they want you to jump through every hoop they can think of just to be told it will not be covered.... I will never buy from sofa mart again and will never recommend them to anyone. DO NOT BUY ANYTHING FROM SOFA MART ------ CHEAP, read more

Worst customer service. Oak Expressions associate was so rude. Good thing RC Willy is across the street.

Do not, I repeat... DO NOT buy their 'Comprehensive Wood Care Protection Program'! No matter how much they try to sell you on it, DO NOT give in. It is a scam and a LIE. We bought a dining room table from Oak Express 2 years ago and have honestly loved it. However, at check out, the manager Melissa Hopkins, (I still have her card attached to the receipt) kept badgering us about buying this cleaning kit for an extra $99 and with it, you get the warranty. We said we didn't need a warranty and she just kept going. She said it covers anything, "Your kid could even take a knife and scratch their name in the table and you just bring this warranty receipt back and choose a new table, just can't be more expensive than the last". Those were pretty much her exact words. That sounded pretty good since we had a 1 yr old at the time, and she insisted, "any scratches, you just bring the table back". So we gave in and bought it. We have kept the receipt safe and the day came that our now almost 3 yr old took a key and scratched the table. Well, we called Oak Express who gave us the name of their warranty company (Great White Bottling Inc?) and said we have to go through them. Well, after submitting my claim, this is the email I just received. Thank you for sending the information for your claim. We have reviewed your claim and based on your description of the damage the problem with the surface of your table. Unfortunately, as stated at the top of your warranty agreement, your warranty is for breakage of wood and does not cover surface damage on wood furniture. Please let us know if you would like a referral for a technician in your area. Sincerely, Great White Bottling, Inc. 888 295 6457 Awesome. I don't care what it says at the top of my warranty agreement. What your manager told me was that surface scratches are covered. Never even showed me the warranty agreement. So basically she straight up lied for the sale. Which is sad because I really did love our table. But I will not be using Oak Express again because of their unethical sales pitches. Also, there are 12 other reviews on Great White Bottling Inc that also say they got screwed and it is a scam. I will be reporting them to the BBB along with the other reviewers. read more

I went in and walked around for over 45 minutes and not one person approached me. When I went to find someone to ask a question, they gave me a rude, one word answer and didn't bother to ask if there was any way to help me. Don't waste your time. Moving on. read more

I was in sofa mart for the first time last week and I was so happy to finally go into a furniture store where the employees didn't act like they were working on commission! the sofa mart employees and especially the manager Mike Marcial were SO WONDERFUL! They had so many pretty things that were priced awesome! I wasn't making a large purchase, but they treated me like I was just as important as someone that was! Mike moved furniture around for me to help me imagine how things would look once they were in my house. I never take the time to write comments on line like this, but I was seriously impressed with their helpfulness and ability to make me feel that my purchased mattered to them. I will go there FIRST the next time I ever need furniture or home decorating items. Thank you Sofa Mart :) read more

The only reason I am going to give this place one star is because the sales guy was really nice ..... other than that we ordered our couch in September and waited for over a month then we received the wrong couch and had to wait another month for the new one only to notice there was a part broken on it we are now in February and still waiting on the replacement. Getting in touch with someone at the store is almost impossible and follow up is unheard of we have had to call every time to advocate for ourselves. No offer to try and make things right or apology we will never make a purchase from here again and would advise others not to either. read more

First of all I just want to say the sales person was amazing but everything after that was totally awful! They cut my furniture upon arrival which whatever, they said they'll replace it. Took work off to wait for the furniture and they didn't even show up. I called twice and they told me the driver was just a little behind, which again, whatever. But why can't you call me to tell me you won't be able to make it? Still haven't heard anything was supposed to get my product last night... No one has even reached out to let me know what's going on! read more

They told me 3 weeks for delivery. The bed and dresser I ordered has been pushed back every month. After being told that another month was required I cancelled my order. 4 months is ridiculous. The staff was never rude, in fact they were actually very nice even after I cancelled my order. But they failed me and I will never go back. read more

David at SofaMart was incredibly energetic and willing to do whatever it takes to make us happy. We walked the entire store, found 2 pieces of furniture that we loved, and we were taken care of quickly and carefully. We have purchased a livingroom set, 2 hutches, and a TV Stand from SofaMart, and we've not regretted it since-5 years and going strong! Thank you David for helping us with our purchase. read more

Terrible Experience. Terrible Customer Service. Go somewhere else if you can help it. We found a sectional, paid for it and decided to pick it up since we had the means to. When we arrive there on the pick up day we speak to someone about our pick up, he checks in the computer and with no feeling whatsoever tells us it is being shipped right now and is currently in Denver. Mind you we had to find a moving truck, get the day off and align a whole lot of other things to make this happen today, the day that they said it would be here. After the first guy told us this he just kind of sat there, with a blank look on his face. As we continued to not take no for an answer more and more employees got involved. Each one was less helpful then the next. Finally one lady realized that we were invoiced incorrectly and found the error and said we would pick it up. When we go to the loading dock nobody is there to shed any light on which part of the dock we should park at. The movers on the dock basically tossed the furniture into the moving truck and had a sign a paper that wouldn't make them liable for there terrible service. You shouldn't have to put up with this type of treatment, not when you are spending thousands with a company. Very unprofessional. Zero service. Go anywhere else if you can help it. read more

It escaped my mind to ask about the return policy, and that salesman conveniently left it out. 7 days is it, people! Again, 7 days only, and you only get an in-store credit. I even have a credit line with these people, have spent more than $8,000 in their stores. So the first time that I'm not happy with a piece of furniture, they refused to take it back because it had been 8 days. What a fine treatment of once a loyal customer. At least at RC Wiley's they return and refund the original payment. read more

Purchased a Leather Sofa, Love Seat, Chair and Ottoman. It is coming apart. The seams are opening. We purchased an extended warranty. They sent someone out to try to fix it once but their repair fell apart. Now they tell me its not covered under the extended warranty. Interesting it was before but is not now. I asked them for a copy of the warranty but they said I would have to get it from their corporate legal department. When I asked for the legal department number the store didnt have it. They also told me they didnt have the corporate number either. When I asked the guy I was talking to if he thought I was really that stupid he just told me he thought I was an as*hole. I wouldnt recommend buying anything from these guys. We have spent about 6,000 with them so far I hope they liked it because they wont get another penny from me. read more

Great place, got a really good deal on a floor model chair here, the workers here were helpful and not pushy which I really appreciate.

I went in because I had a problem with a dining room set we purchased and Cory was fantastic! Excellent customer service. Honestly the best customer service experience I've ever had at a furniture store. Oak Expressions now has a customer for life! read more

My husband and I went to Furniture Row when we bought our first couch together. The salesman was a bit pushy, but we just figured that was par for the course, and found a couch and loveseat that we both liked. It was a little more expensive than we were initially planning, but were assured it would be of the highest quality. Sadly, that was the exact opposite of the truth. The fabric on the couch started to snag within the first week of light use. Then one of the supports underneath the couch actually broke! When we contacted the people at Furniture Row, we were basically told that it must be something we had done wrong and that they couldn't help us. Then I noticed a hole in one of the couch cushions, and when I checked further, discovered an over 3 inch diameter piece of sharp metal flashing inside the cushion! I have warned friends against EVER shopping at Furniture Row. My experience was so negative, and the furniture of such poor quality for highly inflated prices, I will never return. read more

1. Went to sofa mart to buy a couch and was told the furniture would arrive from the Denver location in 1-2 weeks and then we could schedule a delivery. 2. Called 2 1/2 weeks later and was told the salesman had no clue where our couch was, that it was no longer showing up in the Denver locations inventory so it was either on a truck on the way to the Draper location or it had been sold to someone else on accident. 3. Was told that the woman who sold us our couch was no longer working at the store so the only information the store had about our couch was "ETA early August". Apparently, they don't track their own merchandise or keep tabs on where it's at. 4. We were told our couch was not on the truck and that there was a couch just like the one we ordered being delivered on Friday (probably). 5. The couch finally came in but then we had to wait nearly a week to have it delivered. 6. Our delivery date came and we were given a window of 6-8 pm but that it may arrive earlier or later than that so we cleared our entire day to ensure we were here for the delivery. 7. After waiting all day for our couch, the delivery company called at 9pm (an hour after the END of our delivery window) to inform us that they had issues with the truck so they wouldn't be delivering it until the next day "probably around 11am". On top of all that, every time we called the store we were given a different story as to how they lost our couch and where it may or may not be. I'm still struggling to understand how a furniture company LOSES THEIR OWN FURNITURE. This is the saddest excuse for a furniture store I have ever dealt with. I wouldn't wish this kind of frustration upon my worst enemy. Here's a tip sofa mart: if I'm spending hundreds of dollars at your store for a sofa- KEEP TRACK OF IT AND DON'T SELL IT TO SOMEONE ELSE WHEN I BOUGHT IT WEEKS BEFORE THAT. read more

Great service great product loved the sales people not pushy told it like it is and are very helpful to get you what you want

6 weeks after I purchased a non-custom sofa, I am still waiting for the delivery. With 330 stores across the US, I am told that the sofa is being manufactured in Vietnam, will be sent via ship, will have to go through customs, will then be shipped to one of 3 distribution centers before it arrives in Indiana where is could take 2 weeks more for delivery. I don't believe them. They sold me a product they did not possess. If they can't confirm that the product you are buying is in a warehouse and WILL be delivered in less than 3 weeks, DO NOT PURCHASE. My sales representative/manager (Griffin Layman) has yet to return any of my calls. He was so personable when I bought the sofa, I guess that was just to get my money. I am so disappointed. read more

My husband and I had an awesome experience at Oak Express. Our Sales lady Myriah was so helpful and did her best to help us out the door with what we were looking for. We will definitely be going back for future purchases. read more

We just bought mattresses, beds, nightstands and a couch from furniture row in Draper. We loved working with Kendra! Kendra is way awesome and she is very knowledgeable about all the products at Furniture Row. She did a great job walking us through all of our purchases and took her time explaining everything. She has a fun outgoing personality and easy to work with. I Highly recommend working with Kendra if you go to furniture row in Draper Utah. read more