Furniture Row Sucks

Why Furniture Row Sucks!

So, I’ve been thinking about writing this for a while now. It’s time to get this off my chest and hope that anyone searching for information on this company will steer clear.

In August of 2012, we moved to Las Cruces, NM. As part of the move, we got rid of all of our Living Room furniture, some bedroom pieces, computer room furniture and a few other large items.

On September 1, 2012 we went to “Furniture Row” in Las Cruces. There’s not much in the way of selection in this town. Plus, the style of furniture available in almost every store we did find was from about 20 years ago. Big overstuffed, round, cushy furniture that would have been perfect in 1997, but we were looking for a much more “modern” astethic.

Furniture Row is actually made up of several stores combined into one building. They consist of Sofa Mart, Oak Express, Bedroom Expressions and Denver Mattress Company.

While at the store, we got great service, and they had a few pieces that really fit our style. At least more than anything else we had seen so far in Las Cruces.

We made some choices and purchase the items.

This is what we bought:

  • 3 Piece Sofa/Pit group
  • 2 Recliners
  • Entertainment Center
  • 2 Table Lamps
  • Living Room Rug
  • Coffee Table
  • 2 End Tables
  • Sofa Table
  • Dresser
  • 2 Night Stands

We left the store excited to have this completed, and they were to be delivered in the next couple of weeks. At this point, we were completely unaware of the nightmare that was about to follow.

They require you to schedule the deliveries, and expect you to be at the house during the delivery window.

The first delivery, they only brought 4 pieces. Weeks went by, and when you called to check on the status, you would get 3 different stories from 3 different people. They would promise you it was all coming in on the next truck. Then after that deadline passed, they’d tell you that they didn’t send a truck because they didn’t have enough items to fill it, so they skipped Las Cruces that delivery. On several occasions we were told that we were definitely getting everything on the next delivery.

Next delivery, the truck would show up, and they’d only have a few of the pieces. Many times the pieces were damaged. The wrong color, or some other problem.

After several months, we were finally down to the Sofa Table. The 2 lamps they delivered were both scratched and cracked. Plus the color of the lamps was 2 completely different shades of brown. During this time, I spoke to our sales person “Tim”, and he assured me that he’d get this straightened out. Then, I wouldn’t hear anything from him, unless I called him back and hassled him.

I think that was one of the most frustrating things about the experience. Not only was it the perfect example of incompetence and cluelessness, but the fact that no one seemed to give a crap was the worst.

And mind you, they had our money on 9/1/2012. So, it was even more frustrating that we paid for it, but never received it.

So, here’s the kicker. I’m writing this on 1/27/2014 and we STILL don’t have the Sofa Table and we still have the scratched mis-matched lamps. The drawers on the dresser stick so badly, that we can’t even open one of them. If we pull any harder on that drawer, I’m sure we’ll break it.

I kind of gave up calling the store and complaining around April of 2013. I know I should have kept at it, but I just grew tired of the battle.

We got COMPLETELY screwed by these people, and they caused a TON of inconvenience and basically stole money from us. So, NEVER shop there. It’s not worth the risk.

Here are a few photos to add to the detail (NOTE: For the record – These lamps were still wrapped in their original protective coating and setting in the top of the closet. With the expectation that they would be exchanged. I figured it was time to put them out. I did yesterday, and that’s what prompted me to write this post):

This is Lamp #1 – Looks nice from here, huh? It’s much darker than the other lamp.

2014-01-26 10.24.39

Close up of the Scratch that came on the lamp when delivered.
2014-01-26 10.24.54

This is an attempt to show how dark the finish on the lamp base is.

2014-01-26 10.25.13

This is Lamp #2 – Also ok from a distance, but it came with even worse damage.

2014-01-26 10.25.36

Even Worse damage on the cracked corner. These lamps are made of a ceramic material, and this is a full on crack.2014-01-26 10.25.52

This is an attempt to show how much lighter in color the lamp is from the other one. It’s hard to show in photos, but it’s VERY obvious when looking at the lamps.

2014-01-26 10.25.45

This is our “temporary” Sofa Table that we use in the entry hall.2014-01-26 10.26.12

This is the style of one of the end tables. The Sofa Table is supposed to match this. I guess we’ll never know…
2014-01-26 10.26.03

I’m including a screen shot of a portion of our receipt to show that we DID actually buy these things.

Furniture Row Receipt Redacted


Please share with your friends!

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.