So this is the third time that we have given this business another chance. Over the years, the customer service practices have become more and more concerning. When you order an item, they are in a big hurry to get you to sign and pay for the items, but if there are any updates or changes after you leave, they conveniently disappear for days. We tried for over five days to rectify corrections on the account profile that would not allow us to add the Furniture Row account to Synchrony. We also tried for over five days to get a correct item statement from Furniture Row and spoke to several people who promised our Salesperson would call us back, but never did. So when we finally canceled the whole purchase, they said that we have to come in to get the credit back for the down payment made on our credit card. Another ploy to get people back in the store so they can play games. Very simply put, sales tactics, and games are not good for customer service. read more

It's been 2 1/2 months and I STILL don't have my furniture. They said I would receive it in 3 weeks when I bought and paid for it. Now it's going to be 2 more months. This is unacceptable. It's allegedly the manufacturer that is causing the delay. Regardless, I STILL don't have a bed. I'm sleeping on the floor. It's getting old. read more

I have found in my old age that Furniture Row is like a car dealership. I walk in thinking I'm just going to look around, see what they have, gauge prices, and do some research. I have to force myself to leave without buying $25,000 worth of stuff I didn't plan on purchasing when I walked in the door. While we didn't buy anything this time, I am almost positive we will pick up a new couch next week, we just need some time to "sleep on it" no pun intended. Our sales rep, Alexis, was fantastic. She checked everything from shipping dates to configuration options for us, and was super attentive to our wish list. read more

There are several reasons I am only giving 3 stars. When we walked in a lady greeted us and was very welcoming. She started with asking what we were looking for and then telling us about the deals they were offering. After we told her what we were looking for she told us they had something that may help but then she stated we could go and take a look. I didn't mind because I like to take the time to look myself and then ask questions if I had any. As we are looking we are realizing how small the selection is. The living rooms examples are decorated very nicely and I loved their colors selections and pillows with words on it. If you are interested in getting certain pieces or if you are ok with a smaller selection this would be a great place for you. We just didn't see anything that was what we were really looking for. They do offer a extended warranty for the product that you purchase. As an FYI this store is part of the furniture row. I was a little confused until I realized that it's because they have a mattress, dining, bedroom, and living room options all together. read more

My husband and I went into this store to look for couches and we were approached by an older lady with brown hair and glasses that works there. she introduced herself and asked what we was looking for. My husband and I explained we are military and moving so we were just looking for now at what we like. she said her name and said to let her know if we needed any help. We said thank you and thought we was going about our way but instead she followed behind us staring and when we'd stop to see a couch she would stop behind us and stand. We got aggravated about the way she was just following us and decided to leave so she proceeds to follow us towards the front of the store and stare at us until we were outside. read more

So just don't go there!!!!!!! I bought a desk and need it ASAP. Talked to the sales person that sold us the desk and made his commission.. needed delivered after 4pm as I work until 330pm ... he said there was nothing he could do as the appointments were computer generated ... really ..? Angel and marko(manager-no Capitalization) not gonna give him the respect he didn't give me !!! What a disappointment in the service I received when we applied for their credit we got a $10,000 limit we could've gone anywhere but we went there needless to say won't be shopping there again not on that side of the store anyways!!! ALL I NEEDED WAS 1/2 hour later!!!!! Geeezzzz! Sounds about right for El Paso!!CUSTOMER SERVICE ... or there lack of!!! I want to take away my one star I wanted to be negative stars but I can't set it that way read more

We just got an awesome reclining sofa, and a reclining chair for our loft from here. When you walk in the employees greet you with a smile, but they don't attack and pounce like your typical furniture store. I felt like I had my own space to shop around, but if I needed help I could always find a sales associate around. The sales associate that helped us allowed me to flip over the sofa, take cushions off and really look at the mechanical structure of the recliner. I really appreciated that because I like to see what I'm buying, not just the outside on a showroom floor. We were eager to get our furniture so once they realized they actually had it in the back warehouse, they helped us load everything onto our truck. If you have your own way of transporting your purchase it may save you some $$$ because I believe delivery was $150. Long story short, I'm happy with my purchase, furniture looks good in my loft, it's comfortable, and I would definitely shop here again. read more

After shopping around at a few other places, I was very glad that I stopped in at Sofa Mart. I happened to go in during their 45 Year celebration sale and was really impressed with the discounts. The quality of the pieces was great for the price. When I walked in, I was greeted by a staff member named Lily who took care of me for the rest of the visit. She was knowledgable about the products and explained the MANY options that were available for upholstery. She gave me space to look at items but checked back in at appropriate intervals. I appreciate being given space when I am browsing. I am very happy with the sectional I ordered and coordinating chair. I was also able to get a really nice table on clearance for $98. I am also really impressed with all the spills that the warranty covers. This was important to me as a pet owner. Another bonus is the rewards program for which I've already earned a $50 certificate. My only lament is that I have to wait ~2 months for the furniture to be fabricated but I understand that wait is for the custom pieces. Overall I recommend stopping in for high quality pieces at reasonable prices. I will provide an update once the furniture arrives. read more

I had order a dresser the first time. That dresser had a broken drawer. Had it replaced with another one (took two weeks). Once it arrived, the other bottom dresser was broken. Went to the store, had an exchange of dresser. Ended up buying the bed as well. Order was wrong, once it arrived. I got 2 beds and a mirror (really, why would I want 2 beds) and when I called the store, the manager was not friendly at all. I asked what his name was and he said, "Michael". I asked for his last name and he said he rather not tell me because of personal preference. What time of management are they running. Do they not think this goes to social media and affects them and their job. I think he was upset cause I asked for a discount since it was their mistake and not mine. I got his last name "Urbina". I had to do some of my own research. I just need to find out who the District Manager is.. Help from El Paso, Tx. read more

Lacey in the Mattress area was superb. No fuss, no muss, very helpful, very considerate. I recommend y'all seek her out because THIS is how shopping for a bed should be. Furniture Row has everything for furnishings, so it is really worth stopping in. Prices look reasonable, and like I said, very relaxed. LOVE IT!! Mark in the dining and bedroom sets was so helpful and kind. He helped me choose the best possible items for my needs... without breaking my budget! THANK YOU!!! read more

DO NOT shop here order from somewhere else or at least make sure what you have is in stock. We've been waiting 2 months for something we've already paid for. They said it would take up to 3 weeks it's been 9. read more

9/14: Friendly customer service. Gives you space to walk around and look without constantly bothering you. Mark was helpful and very knowledgeable. UPDATE: 10/20. I called Sunday (10/18)to see if they might have an update with my furniture. It's been 5 weeks and I was quoted 4-6 weeks so I thought maybe they can let me know if it's on the way or about how much longer. I was told my furniture was there and they can schedule delivery for Wednesday and that someone would call Tuesday the day before to schedule the 2 hour time frame. So I called today around 3-ish to get the time frame. I was told they would call me later this evening for the time frame. I called back at 6:30pm again because no one has called and now I was told that my delivery will not be till next week. Obviously that is not what I was told the first 2 times I called so I was upset that I have to keep calling to check the status. Brandon said that my sales person is on vacation and each salesman handles their own deliveries for their customers. I would think they would have someone covering for each other while they are off, that's usually how it is at every job. So he insists that the man from Sunday told me it would be a week from Wednesday and they wouldn't be delivering till next week on the 28th. He said Wednesday, he never said the date but Brandon insists that I am confused and that I must have misunderstood and then tells me that if I want to write down the date of the 27th for the phone call and the 28th for the delivery so that I don't get confused again. Super rude and condescending. Terrible customer service. That's fine if it's not till next week. Maybe when I called earlier instead of telling me that would call me later today they should have checked the schedule to see that I'm not even scheduled for tomorrow like I was told. So then Brandon says that even though no one bothered to call me when my furniture arrived to set up delivery since Mark is on vacation and I'm the one having to call and call, that they are still going to be close to the 4-6 weeks I was quoted and it's barely going to be 2 days over the 6 weeks when it gets delivered. That is not the point. I shouldn't have to keep calling and calling to check on my order. UPDATE: 10/23 The manager Cade called me on Wednesday and apologized for the rudeness of his employee and offered to refund my delivery and set up fee. He also was able to get my furniture delivered today (Friday). I'm very appreciative of Cade's response to the situation and I'm glad my frustration was acknowledged. read more

Got approved for a new bed and bedroom set. I'm able to pay it off in three years with no interest. Great customer service. Lots of good beds to choose from. I'll be coming back in the future read more

Very pleased with the couch quality and deal. I found a better deal online and store honored this price.

The evening of the bed frame fiasco ended very well; the delivery man came back off duty to deliver and set up the bed frame. Furniture Row absolutely turned a new leaf and made my overall experience with Furniture Row well worth the money. read more

They were kind and courteous and very helpful especially since I'm disabled. The only complaint I have is you have to pay for things separately for the bedroom furniture, to the mattress, to the living room furniture. read more

Absolutely do not give them your business. I ordered furniture in December 2014. And still don't have the complete set. They refuse to compensate me or work with me what's so ever. I will finally be contacting the BBB and corporate hq to inform them of the crap they pull. They claim the port is on strike and cannot ship anything. Not my problem. I already paid and I do not expect that as an excuse. read more

I went in looking for a white twin bed and the options were very limited, and the prices were high! They had advertised big Fourth of July sales, but as fate would have it, it didn't apply to children's furniture. Oh well, still had some nice things! read more

Complete crap! I ordered furniture and paid them. Months and months go by and its excuse after excuse but no furniture. Don't trust them, pay more and buy from a normal furniture store. read more

If you want to be pay or have your credit card charged waayyy before you get your furniture, and if you expect someone will give a status or an explanation on your order? Forget about this store. I'm going on 9 weeks and I've yet to get ANY kind of notification from them. I've tried calling the store (915-592-0492) and emailed their sales person several times throughout the 9 weeks, and you know what? Their telephone is always busy (try it for yourself). They don't even have call waiting, voice messaging or several lines; no one answers at all. All the emails I've sent to the sales person just bounced back saying the email isn't valid. So, if you want headaches, buy your sofa from them. Me? I'm planning on going to Walgreen's and getting me some extra strength aspirin for my 9-week headache. read more

The sales people are friendly, attentive without being annoying, and they have a good selection of styles. We're not super impressed with the quality of the recliner we ordered but it will do I suppose. The area rug we ordered is fine. Again, the quality will do. If we need furniture again I'd check this place out to see if they have what we're looking for...but I'd shop around a little bit before committing to a purchase. Generally recommend. read more

Bought high end Italian leather couches within the last ten years, $7000 we paid that long ago. Called and spoke with them regarding the framework warranty. They refused to honor the sale because they couldn't find the invoice, or my phone number, or my address. I haven't moved and I gave them the only two phone numbers I've had in the past ten years. In addition, they did not see the need to see what else could be done. Unexceptable attitude from the manager. The sales clerk also said the warranty is partial to the decision of the technicians. Like buying a brand new luxury car from a low end used car lot. Go to a different store that can maintain an updated computer log of invoices, and does not depend on the subjective opinions of a technician! Do not waste money here! Go where they can truly honor a warranty! read more