Furniture Row - Living

So me and my husband went to 2 other places before coming here. When walked into here someone immediately asked if we needed help, his name is Sebastian he was very nice and very helpful. I felt like we annoyed him, but he never seemed like we did, he helped us figure out exactly what we wanted and didn’t want. He helped measure the couches, drew out a little diagram of the couch and measurements of it to make sure it all fit just right. He walked around the store with us showing us potential couches we might like. He was just all around a great guy and did an amazing job at helping us and I would definitely recommend Sebastian to anyone who is needed help with furniture. 😊

Generally, easy to purchase and hard to get. Customer service is poor and their system is poorly designed for deliveries compared to other appliance and furniture stores. I won’t be using them again and will caution all my friends about the delivery and customer service issues. 1. Purchase 10/19/19. Salesperson was less than helpful in explaining options or accessories. 2. Delivery Process a. Schedule your whole day off and unencumbered. b. The night before you get a robo-call with a time period for delivery. c. No one can control, change, modify or otherwise work with you to schedule a different time. d. And, if you can’t work the time out, you get to play the lottery by scheduling another whole day off and seeing where the robocall places you. 3. Delivery day 10/29/19 a. Morning power outage at the store. Understandable that this was difficult but people have cell phones and have other ways to communication with scheduled customers. i. No communication to customers. ii. Customer service talked to me once on the phone and never called back. iii. Online email was answered days later. iv. Poor follow up, no tracking online, and poor assistance by customer services. b. Delivery 4 pieces. One was damaged and one was completely wrong. c. Signature of receipt but no copy to me. Had to take a picture. d. They left the pieces and explained that I would be responsible for any damage to the pieces. e. They did order replacements. 4. Second Delivery 11/12/19 a. Robocall set the appoint after the requested time limit. I asked to have it delivered any time before 5:30pm. They called and told me it would be 5:30pm to 7:30pm. b. Options were only to reschedule the lottery for another day OR cancelled my plans for the evening. c. Explanation was that the delivery truck was busy “at the airport.” d. They did deliver and my brother was waiting for them. He captured video of the delivery people attempting to put together the furniture. e. AND, the brought the wrong pieces. So, they had to come once more, 3 hours later, to deliver the correct pieces. f. In their hurry, they caused a 2” whole in my door frame. g. Now weeks later I am still working with them to get the door frame fixed. Again, worst service, poor delivery system and I would avoid them at all costs.

Update on our couch only after 1 month. 3 very large holes in the backing and made a claim with the extra $130 warranty coverage only to be denied because it was not an accidental incident. In their own words, “sitting down is not an accidental incident. It is a purposeful and meaningful action for the intended purpose of the couch, therefore sitting down on the couch does not constitute an accidental incident and therefore we will not cover it”. Are you kidding me right now!!!? Unreal! Complete waste of money for the extra warranty! Luckily Brian is my man!! Called and immediately he said that he will take care of us and ordered a new piece!! Absolutely amazing service from this man!! I will go back for this reason alone! We waited a long time to get our couch, but Sebastian and Brian, both store managers, were really helpful with sorting everything out for us. Really good quality furniture and it looks great in our new home. Alex and his crew were great to work with with the delivery. Even with a hurt ankle, Alex was a champ. One small suggestion could be to get some better help staff when calling in. Not very helpful in that department, only really helpful when talking to the managers.

Everyone, especially Brian & Sebastion are super friendly, knowledgeable & professional. They remembered that I had bought a Truman last October & got me a replacement part for the recliner under warranty! Phenomenal experience!

We had been all over town looking for just the right reclining sofa for our theater room. The ones we liked at RC Willey were super expensive. My husband decided to try sofa mart and we found the perfect set. Bonus it was being discontinued so we got an awesome deal. We ran into one small snag we needed two sets and one of the sections of the second set was all sold out. Luckily the new manager Sebastian found a creative solution to our problem and we were able to still get just what we wanted. He told us to expect our furniture in two weeks but it came a week early! So we were able to get our theater room done before Halloween! We have it all assembled and it looks great. I know that there have been some rough reviews but the new manager Sebastian said he was trying to turn things around. I was a bit skeptical after reading other reviews on here and even nervous that our furniture wouldn't arrive in time like others have had happen. But I have to say our experience was nothing but positive. It looks like they are really trying to make a turn around.