I'd love to give them 5 starts and they do deserve that for their customer service when shopping. I deduct 3 stars for the after sale service. We ordered 3 separate pieces at once. We paid for delivery. First two items we had to call and check the status because we didn't get calls. Each time we called they claimed the item came in that day. Convenient. Then they said we are marked for pickup however, we paid for delivery. Delivery of those 2 went great. The guys who delivered were fast and professional. The last item was suppose to take 2 months and here we are going on 5 months. Zero called from the store to update us or give any reasoning. When I called today, I was told part of the item came but not all of it. They had no clue why. It's just pretty annoying to pay a premium for one of their "handmade" beds only to get zero updates when there are delays or issues. Still waiting for an update. Unfortunately, I can not recommend them due to the after sale service. read more

Was shopping for a recliner. We came in the hour before closing on a Saturday, October 25th. Greeted by Kirsten upon entry, she gave us some info, checked in with us from time to time, and let us shop. Very friendly. We bought a chair and it was fairly priced. Prices looked fair and in line with the other furniture stores we visited on this day. Waiting on the chair to be delivered. I opted for porch drop-off for $65. I could pick it up for free which I like. read more

God Awful Customer Service. I've requested replacement parts for my bed set and keep being given several month long "order delays" in between TDYs and NEVER receive a single reply or part after being left on hold for over an hour. It's been a year and numerous calls and I still have yet to receive anything. You're better off buying furniture from Temu if you want something worth a damn, maybe they'd actually get back to you in a timely manner if at all. Fire the furniture staff and get someone in the store that can actually do something. Similar to a job rather than sit on a couch all day. Thanks for nothing! :) read more

I never received a 'private message' from Jennifer, to resolve this manner, as she stated in her reply. Again, ZERO STARS. Update: I located the private message sent in 2021 as well as on Jan 5 2024. Your private message asks for my customer invoice name and email address. There is. NO customer invoice as none of your employees offered any assistance so a purchase was not made. I'll decline sharing my email. We can communicate through private message on this yelp app. read more

Service!!! The prices are way too high for the salespeople to be doing anything but kissing butt!! Won't return. Honestly don't know how they stay in business. read more

I was in the market for a new couch stopped in at furniture row on Madison blvd. in Alabama, the salesman was courteous and once I found what I wanted we stated negotiation since it was a last piece offer. I negotiated "everything" out the door price once agreed we paid and left. next day came to pick up and we got most of our negotiated product the ottoman had been left off and when I addressed it they said it was for 3 pcs. since it was a sectional the ottoman was not part of it. They wanted 250.00 extra for the ottoman but "Chad" came in to negotiate a price that was agreeable so that I could purchase it. not a good experience but one that was workable. the day after I tried calling several times but kept getting hung up because no one would pick up so take that into consideration as well. read more

UPDATE: The last pieces were finally delivered today almost two months after ordering. However, this is not a hit on the store or the employees as it was truly out of their control. However that said, the delivery team was very courteous, timely and willing to help in any way. Good communication throughout this final phase. The Store Manager (Xavier, I think is his name) is a true professional and provided top shelf assistance in scheduling the delivery. We would purchase from them again. Thanks. read more

Thank you Mrs.Henderson she went above an beyond an I'm getting 4 new chairs instead of 2 thank you Hollie you rocked out for a now satisfied customer. read more

I was prepared to buy new furniture at the Madison location. My attire was fresh from the gym right across the street from furniture row. I was prepared to buy a whole bed room set and living room set. I sat around and looked at couches for 30 minutes and no one came to ask me if I was looking for something or could they help me. A lady in a dress came in and was helped immediately. It's sad that in 2022 attire is frowned upon and makes sales people miss out on probably one of the biggest sales of their quarter. I hope you all stop discriminating on peoples attire and use some common sales 101. Treat everyone like a buying customer. read more

I normally like Furniture Row. I bought my dining room table from them a few years ago and still get compliments on that table. They have great quality products but not so much on the customer service side. I went in yesterday looking for a bedroom set and possibly a living room set as well. So the first side that i went on was the bedroom side. I was greeted immediately by a nice lady. She didn't have what i wanted in store so she wanted to show me the product online on the website. I walked with her to the computer when her coworker told her in a very rude way to get off of that computer so that he could do something for his customer. She told him one second and explained what she was doing all while he (His name is Eric) made faces behind her back. She had to rush with me so that he could get that computer and move to another one. I told her that i didn't like that and she explained that she did not either. :( I finished with her and walked to the side where the living room furniture was. I walked around the entire store (my 8 year old and i) and was never approached by an employee. I was disappointed in this visit and was very unhappy with the customer service. I hope that they can get training. read more

In reading all of the reviews, it's not the product that scores low but the customer service. I wanted to purchase a sectional from the floor but was told " if we sell what is on the floor we won't have anything to sell. Went to another store willing to make it happen. Love Barnett and Swan Furnishings. Great selection and more than happy to sell furniture. Love my new sectional and saved $700. read more

After looking at a number of furniture stores which did not have OUR type of sofa & loveseat, we purehased the perfect combination from Furniture Row. The sales people were great, delivery was on time and setup was great, but... After only a year & a half, the fabric on the loveseat is disintegrating and since it's past it's 1 year warranty, we're out of luck. VERY DISAPPOINTING quality of merchandise!!! There is only 2 of us, no pets, no kids, no parties, no smoking, sigh. What happened to having a couch lasting for decades like our parents? Buyer beware!!! read more

After two months and two failed deliveries, I still do not have my headboard. It continues to arrive in pieces and this time, the delivery crew dumped off parts of the bed (minus the headboard) in my bedroom and left. Can't put together the bed without it - after spending $6000 I expect more - like a whole intact bed!! I should've looked at the Yelp reviews before shopping here. Buyer Beware! read more

Went in looking for new mattresses and a new living room suit walked through the entire store and not one salesman spoke to me out of four. Guess they don't want to make any sales today read more

Jazmyne was an exceptional salesperson. She was very helpful with putting together the desire I wanted for a spare bedroom to become a relaxed reading room. She was outstanding in her efforts and commitment to help me without any pressure to purchase. She made shopping a pleasure and I would want her advice in the future . Thank you so much, April Pollard Harvest, AL read more

Short version 2 delivery windows missed, one by 1hr, the other by 5hrs and Charles (store manager) had no idea where the delivery team was or why they weren't at our home despite reassurances that the issue was being dealt with. Completely inept management and customer service. Long version We'd planned to furnish our place prior to our move so it was important that we coordinate deliveries with the places we'd ordered furniture from. Furniture Row was one of three stores we ordered furniture from, but the only store that has failed to meet date/times set or deliver as expected. Our first delivery was expected on a Friday between 4-7pm. By 6:30pm we'd still not heard from the delivery team so I called the store and the night manager assured us that they were on the way. At 7:15pm I called them again to be told they couldn't reach the delivery team. I expressed some concern given that the store closes at 8pm, but was told they were on the way. 7:45pm and they still aren't there. A little after 8pm and I find out that they were "delayed by heavy traffic in the area". Having lived in Atlanta I know about heavy traffic and there is no traffic in Madison short of alien-landing that would prevent you from driving down the road. Team finally showed up close to 8:30pm, only to find out that what they brought us was damaged and would need to be replaced. I called the store on Mon, spoke with Charles and was told that the furniture would be reordered and they'd call with a new delivery date. In the meantime I asked to have the bed-spring replaced since they gave us the wrong bed-spring and was told that would also need to ordered. Fast forward a couple weeks and I speak with a rep in the Denver Mattress side who confirms the replacement bed-spring is available and I let him know I'll be driving in from Atlanta to pick it up. "No problem, just let us know if you won't be able to make it or if you'd rather have it delivered". When we get into town we find out that our bed-spring was sold. This is a pretty big disappointment given we drive 300+ miles, but since we needed to pick up furniture from another store, and they are going to deliver the replacement with the bed frame, it's no big deal. We set a date for 1/16 and they ensure me that due to the hassle our delivery will be first in our slot to make up for the inconvenience. Our experience ends with our most recent fiasco. We get a call that our bed frame and spring will be delivered on 1/9, one week earlier than planned. I let the delivery person know that we need to keep the original date since we live in Atlanta. Driver assures me that's no problem and on the 15th I call to verify that we're good for the 16th. Charles wasn't available but the "night manager" Lawrence (who I was later told isn't a manager and can't promise delivery priority) told me you're good for the 16th and I've got you down as a priority delivery. The driver will call you when he's on the way. 1/16 and our window is slotted for 3-6. Since we've now been told twice that we'd be prioritized we expected them there around 3ish. Come 5pm you can imagine my surprise when I get a call from the delivery team only to be told, "we can't be out there tonight, how's Sun. or Mon. work?". When I explain that's not acceptable since we drove from Atlanta specifically to take position of the items he says, "well, we'll see you when we see you". I call and speak with Charles who tells me that the team is "stuck in traffic and running behind" so our delivery will be late. Explaining to Charles that this isn't acceptable, that this is now the 3rd time we've encountered significant issues with delivery and items purchased, his only reply is that "this never happens" (despite it happening to us 3 times) and "what more can I expect him to do". Against my better judgement, we decide to wait for the team to show up so that we can just be done and we'll stay for the night. I talk to Charles at 6:30pm who let's me know the team "is just wrapping up and will be at your place within 30 minutes". 8pm? Still no delivery. Not only did they miss the "early delivery", but the 3-6 window and now the most recent time. I called Charles to let him know the team isn't there, and he seems surprised that they hadn't already finished. I asked him why, as a manager dealing with a customer that's experienced such poor service, did he not bother to call us to a) verify they were there as he indicated and b) were we at least happy with the replacement items but got no response other than, "I'm disappointed to" and "I'll call them immediately". At @8:10pm the delivery team shows up and within 20 minutes they are done. 5hrs of waiting, countless phone calls back/forth dealing with a manager who's only fix was "you'll just have to wait" for something resolved in 20 minutes. Never will we do business with this store again when 2 other stores were able to delivery on time with far less hassle. read more

If I could do a zero star I would. Bought a lounger recliner took about 4 months to receive it. Got the recliner delivered and it is much smaller than the one in the store Some rude guy that never told me his title came and measured and said just a little smaller it could be the tape measure clearly my legs are hanging over the chair but not the one in the store. The receipt says no refund only exchanges but the guy says only for defect are u allowed to exchange that's not what the receipt says. Buyer Beware read more

The furniture is good and good selection... that is where the positive ends. After you give them your money the costumer service is awful. They just don't care about the customers. The buying process went smooth. The delivery process not so much. My couch was delivered and the delivery drivers dropped it on my landscaping and damaged a tree. it also fell on my security sign and broke the sign of and bent the rod. They then lifted the couch back up vertical on the arm and proceeded to push it over to horizontal and let gravity do the work. It crashed into the ground HARD. They got it to my front door and set it down to say, "You got this?" They will not bring your items into the house unless you pay over $200! I was then told that I need to pay the delivery people themselves $20 in cash to get it in my house. They did put it in the house but only after paying and asking them to do it. I called the store to verify this was correct... Yep. They never told me about a fee to bring it in your door. They call it a "set-up fee" even though it is just plopped in your house. They asked me to send them pictures of the damage over text message and I did. They never responded. They clearly show that they don't care about the customer. AVOID THIS PLACE AT ALL COST! read more

We started our experience with furniture row with the sales associate Chase Freeman and we couldn't have had a better and more professional sales associate . He suggested fabrics on chairs to match our couch and the final product was a perfect match. He was a joy to work with, relaxed,informative and I felt he had our best interests at heart. When I went to take a sample back at one time one associate was making comments in front of me about why a customer was calling about the time to expect his delivery because it was only 10:40. I was cringing but had such a great experience I let it slide. When the chairs came in Chase had moved away and we got Ashley to tell us our chairs were in and to handle the transactions after that. She was cheerful , accommodating and efficient. She is to commended for handling someone else's customer with such attention and care . The chairs were everything we hoped they would be . We love them! read more

Andrew, at Denver Mattress, was very helpful in helping is find a mattress that met our needs and budget. He wasn't pushy at all, answered all of our questions and understood completely when we decided we needed to think about the purchase for a few days. When we returned, he assisted us with the purchase without trying to add items on to increase the sale. He remembered out names immediately when we returned two weeks later to pick up. read more

We were greeted right away...very helpful staff. Went just to look on a rainy day, but ended up getting such a great deal on a new couch, that I couldn't pass it up. Sales associate did a fine job, manager stepped in to give some decorating advice on matching tables. Great experience overall. read more

Very disappointed with Furniture Row. They don't seem to have their act together. We bought a motion bed and tried to get a headboard for it. After two delivery tries--both times the headboard appeared damaged--we gave up on trying to get one. They could not match the headboard to the bed--incredible! Wrote a complaint to Headquarters. Should have tried and maybe still will, the BBB. Won't be doing business with them in the future. I would really be careful about dealing with them. They don't seem to know about a lot about the merchandise they sell. Ray B. Madison, Alabama read more

They lost thousands of dollars in sales by cheating us out of $200.00. We saw an adorable bed in the showroom that we liked for our daughter listed for $299. A very nice sales woman immediately came up to us and offered $100.00 off. She explained that it was on clearance and couldn't be returned. Fine. What she did not disclose was that the bed was DEFECTIVE and could not be assembled in accordance with the enclosed instructions because there were missing brackets on the footboard end of the rail and the rail was too short to support a twin mattress (which they displayed). When I called to advise them of the situation, I was told that the bed they displayed was also not attached at the footboard and their twin mattress was hanging off the end unsupported. She then advised me that it would still be a stable bed?? I was reminded that it could not be returned. Had all the defects been disclosed at the time of sale I would have no argument, however, this was a ridiculous ruse to get a defective bed out of the store. We were going back to purchase a dining set, hutch, kitchen set, and a bureau. Instead, we have canceled the console order we placed and furnished the rest of our house elsewhere. read more

Great selection of rugs including magnolia home. Friendly. Knowledgeable staff. Totally worth the visit. I'll definitely be back.

The employees at Oak Express are great! They are very knowledgeable and always great to work with. Furniture Row is always my go to place to get any furniture I may need! I consistently have an awesome shopping experience at this store! read more

We went into furniture row after a long day of shopping around for a kitchen table. We were looking for something perfect, and we just couldn't find it. When we walked in we were greeted by Bryan. We told him what we wanted expecting to hear the same thing that we had heard all day. To our surprise he had two tables matching our description. He showed us both options that they had and took the time to explain the differences and really sit down with us and answer all the questions that we had. We ended up ordering a table and couldn't be more happy with our purchase. Make sure to ask for Bryan when you go in, he was very professional, polite, and knowledgeable. Next time we are shopping for anything furniture related we are going to check furniture row first. read more

GREAT BALANCE BETWEEN GOOD QUALITY AND AFFORDABILITY Definitely Recommend! Furniture Row has an excellent, wide selection of furniture for every household room. Furniture sold in sets or individual pieces. Includes modern to contemporary to conservative styles with dozens of set options ranging from colors, fabric, leather, and electric motion amenities. Sales staff are friendly, knowledgeable, and are slightly less pushy than typical salespeople. However, this store only achieves a four star because of obvious communication barriers between the sales department and warehouse department, which often causes delivery/pickup mistakes the customer has to bare. Most pieces take an average of 4-6 weeks for orders to come in. Definitely worth a visit for consideration. Will use again. read more

Here we are in Mid- August. Wish I had something foos to report. Jazmyn said she would order a whole new corner group sofa set to ensure that all the pieces match. About a month ago (mid-July) my husband stoppes in amd they gave him a story about how this model was on backorder. Then we hear nothing. I called 8/8/18 and talked to Terry who told me.that the right arm piece and the corner were in. Oh good! When will the left.arm piece be in? It won't...they didn't order it. At least if you're going to lie about a backorder...order the right products. So I agreed to have them deliver two pieces and I'd check the color match. I was truly hoping for a miracle - not today. Called and talked to Terry...now he must ask his manager if he can - get again - order what is due us under our warranty. What do you think? Time to get a lawyer or file a small claims suit? read more

I ordered a new bed and bedside table on July 11th and was told that, lucky me, everything was in stock and to expect a call to set up a delivery time in 7-10 business days (if not sooner.) 12 business days later, I called to ask why I hadn't been contacted about delivery yet. Some pieces weren't in, they told me. Call back in a few days. Well, it can be a real challenge to get someone on the phone there. So after many attempts to get someone to pick up and then to find someone who knew where the furniture was and when it might be ready for delivery, my day had come! The furniture had arrived to HSV! But, I'd have to wait another week for delivery. My husband had to take over at this point because I was struggling to maintain my facade of good manners and kindness. He explained the problems we had experienced so far and asked for an earlier delivery. We were given 1/2 off of the delivery cost and we're promised a delivery in a few days. We'd be one of the first delivers of the day, they said. Well, the email and text I received confirming the delivery day said to expect them between 1:30-3:30. Well, delivery day has arrived and it's now 4:13 and I'm still waiting. I went back to the confirmation email to double check and saw the "track your order" link. It confirmed the 1:30-3:30 delivery window but said to expect them between 5:05-5:35pm. Of course. I called the store to say, at this point, what the hell?? Fingers crossed that it will arrive at some point today. Don't shop here unless you have more patience than I do (which very well could be a majority of the population.) read more

Just visited this store to buy a piece of furniture. The salesman had no desire to sell us anything. He just walked off. I found a piece I wanted but no way I'm going to spend my money in a store that doesn't need my business apoarently read more

I ordered the wrong color. Couldn't believe how bad my color matching skills from memory were. I took it back and swapped it out for another one that was the right color and was marked down quite a bit. They were ok about it. Had to hand truck it out myself. Thought that was strange since I was the only customer in the whole building. My expectations are very low though. I was pleased to get 70%. read more

We bought my Dad a recliner for Father's Day from Sofa Mart. Our initial customer service was good from the sales associate. We received our recliner a week and a half later with a tip on the side of it. We called back and they told us to bring it back and they would order a replacement. We went back in a week and a half and they said it was not at the store yet. We then went back a week later because they called us to say that it had arrived the day before. We had to get someone in our family to pick it up for us because we needed his pick up truck to take it home. We drove 25 minutes from our house to pick it up and we were informed that the person that helps load the recliner in our truck had gotten hurt that day. The only other person that was in store that could help us load our recliner was the Manager. He was very reluctant to help us and proceeded to avoid us. He had an attitude that he had no time for us and was not willing to help at all. We decided that they did not deserve our business anymore and we got a refund for our recliner. This was very disappointing because it has almost been a month since Fathers Day and we have to find another recliner because of the terrible customer service from their management. I recommend sending your money elsewhere if you value customer service as much as we do. read more

We just bought a new house and are looking to furnish it with quality furniture that is affordable. We found both at Furniture Row and were able to take advantage of their great 0% financing options. Terry was very helpful in showing us all our options and how we could customize to match our color schemes. read more

This company does not even deserve a 1 star. If I had the option to choose nothing that's what they would get. They have horrible customer service!!!!! I keep trying to give them another chance, but they keep proving me right. Including today I have been in this store 4 times in the last few years. When you enter the door everyone is standing and sitting around the desk, I'm sure the manager is included. They do not bother to greet you at all or ask if they can help you with anything. It is like you are invisible to them and they didn't see anyone walk in the door. They will ignore you the entire time that you are the store. I guess they don't need customers to sell furniture. I always end up walking down to Oak Express, which joins them. There you get great customer service!!! I explained to them what was happening and they said several customers have made the same complaint. That is ridiculous! read more

We bought a dining room table and 8 chairs from Oak Express on 10/14/2011. We were told to expect 2 weeks for delivery, and the table and 5 of the chairs were delivered almost two weeks to the date of our order. However, they sent us the wrong chairs. When my husband called to tell them, he found out that the salesperson actually rung us up for the wrong chairs! Thankfully they picked up the wrong chairs and brought us the correct ones, but they still only had five in stock. It's now 11/21/11, which is over a month from when we purchased this furniture, and we haven't heard a word from the store about when we can expect the rest of our chairs. I finally called today to speak to the manager, and he said they have three in clearance they can "loan" us, because our chairs have come in but they haven't been put together yet. We're having Thanksgivng at our house this year and need all eight of our chairs, so we agreed, but this is obviously not an ideal solution. I'm not sure why it's taken so long to get our complete set, but I also feel like if I didn't follow up with them, we would never have gotten the rest of our order. He also had the nerve to ask if we needed them delivered or if we could come pick them up since they're so busy with deliveries. I said yes we needed them delivered and he said they could 'fit us in' on Wednesday. So much for customer service...we are definitely not going back here anymore. read more

Last night when I entered the store I was greeted by one of the two men in the check out area. I was in the store for 10-15 more minutes. There was a family sitting on some of the furniture. I was the only other person in that area of the store. Had I not asked about a sale I thought they were having I don't think I would have heard from them again. After telling me the sale was over he did not suggest anything else or ask if I needed any help. As I left still nothing. This was not a good visit. read more

The purchasing experience was fantastic, unfortunately trying to get your furniture delivered is a NIGHTMARE of confusion and just flat out rude customer service. I was told the night before that my furniture would be delivered the following day between 1:30 and 2:00 pm. So I scheduled to be off work at 12:30 to give myself time to get home. The delivery guys call at 11:30! Because they can't find my house!?! Ever heard of GPS guys come on. So I give them my wife's number since I'm still at work and am too busy to talk. They continue to tell her that they said 11:30-2:00 p.m. and said that she was lying when she told them that no one would be there due to their misinformation. And she was also told by a manager that she could return the murchandice if she had a problem with rescheduling the delivery. Are you kidding me what manager recommends the customer return their murchandice instead of working with them!!! read more

Sad sad place!!!!! We made many visits to this place prior to actually making a purchase. We did not want to spend a ton of money because we have small children and old dogs. Just needed something to last 3-5 years. Wife goes in without me, salesman try's to tell her how much better the product is today (same one we looked at for months) told her the price was 150$ more (as a sales item) than the price list????? Talked to the manager said the guy was new and he was sorry. Got a sofa 7-10 days for delivery. 3 weeks later!!! Finally get sofa, ITS DAMAGED!! Manager try's to say he will take 150$ cost and we should keep it, uhm NO!!!!! Had to order a new one, Urg!!!! Had a conversation with the delivery guys, the original "sales" guy is not new has been there over 1.5 years. All our friends said don't go there, said thy had a bad experience, but we tried and failed!!!! Now waiting on a replacement sofa, hope we never have to make a claim against our warranty!!!! Stay far away!!! read more

So my husband and I just moved into Huntsville and we were trying to figure out where to buy furniture. We went into furniture row after trying several different locations and found things that we definitely wanted. In each of the stores we had a hiccup with finding someone to help us. Each area seemed to have some issues with motivated employees but at least it didn't feel like you were in a car lot. I will save you some time on the sales people. You want William in Oak Express and Bedroom Expressions, Desiree in Denver Mattress, and Brandi or Wesley in Sofa Mart. To be fair though with Denver Mattress there was a guy who started to help us but then the manager who was in that section of the store (who apparently thought we couldn't see them) motioned at the salesman to go help another couple that had just walked in the door. Two of the things that were delivered were wrong but they let us use them free of charge until the right furniture came in with absolutely no hassle! read more