We bought a sofa and love seat on April 16, 2025. The lever for the footrest did not work when it was delivered. They did send a replacement which also broke. I called several times and was told a replacement was on order. Nick Stuber said he would contact us when it came in, but the "factory is slow." It is now Jan. 2026 still no replacement or contact. I will never buy anything from this store again. Margaret Farrell read more

We bought a table that was on clearance bc "it had been on the floor to long" come to find out when we pick up the table you can't take it apart bc the bolts are stripped and then there's no screw on one of the chairs we got and then we asked the lady to come out here and she says "I didn't know it was that bad" like??? you should have told us the real reason it was on clearance. the worste place don't EVER GET YOUR FURNITURE HERE . No wonder they have no costumers read more

There is a broken table in the clearance area that prices for NEARLY FIVE HUNDRED DOLLARS, when you could go next door to American Furniture Warehouse and find a BETTER FIVE PIECE TABLE for HUNDREDS LESS!!! I'm shocked this place is still in business. Severely marked up garbage. Don't shop here if you value quality and enjoy paying hundreds more for furniture that's cheaper somewhere else for the exact same thing. read more

Avoid the terrible so called protection plan offered by AllAway clean. They will tell you it covers stains, etc., but then when you make a claim, they will point to some very small print saying, that is not covered. Terrible company. Avoid at all cost! read more

These days we can blame the pandemic, blame the transportation companies, blame global demand. That's what this company is doing. I purchased two items from Furniture Row. On the same day, I purchased two items from American Furniture Warehouse next door to them. I have received my order from American Furniture Warehouse within 10 days. Their private message to me is to tell me that someone did contact me with the update that my order would be delayed. They offered no resolution. They didn't rectify anything. read more

My couch needed to be replaced. Nick and Andrew from Furniture Row showed up to bring the new couch (sleeper sofa) and do the exchange. These two are THE most professional, courteous, and efficient furniture movers! This piece of furniture is perfect for the space but the 5 star rating is for Nick and Andrew. They were so very careful, they communicated with each other effectively and they were gracious to me. Great team, they deserve to be recognized! Sincerely! Deanne read more

I bought a $1,000 couch from Furniture Row (Fort Collins) a couple years ago and it's completely fallen apart in the last year. I wish I could post photos to this review, the couch has busted at every single seam and the faux leather is peeling back across entire cushions. It looks so bad. And this is from just normal wear and tear! We had purchased a 5 year $100 protection plan but apparently that only covers a "one time accident" not just a terribly made couch. So now here I am again shopping for a new couch... obviously NOT from this place. read more

Couch was ordered in wrong color even after I double checked the order with them and in turn delivered in the wrong color. No return on the messages left addressing the issue. I am going to keep and deal with what I got, but not impressed with the customer service on any level and would appreciate reimbursement of some kind for the error. I should have walked away when there was a customer in the store while I was shopping indicating the color chair that was delivered was what was what was on the showroom floor, NOT what she ordered. Same case scenario here. Ugh!! These are big purchases to be messing up! read more

I want to start by saying this is solely a review of the bedroom furniture portion of Furniture Row in Fort Collins. I bought a mattress from Denver mattress (which is a very nice mattress and the sales person was wonderful), and I picked out a headboard to go with it from "Bedroom Expressions" or the bedroom portion of Furniture Row. We spoke with Jeremy who told us that the item was in stock and would be delivered on the same day that our mattress was scheduled for delivery. We picked out a date, and I received the call the day prior to let me know the "window" of time of my delivery. When the delivery guys arrived, they had the bed, but no headboard. They said I would need to call Furniture Row and that when they came back, they could still set everything up. I called a few days later and spoke to a sales person who states that the item was on back order. I can't believe that there was NO communication to let the customer know that an item that was scheduled for delivery was on back order. Again, I waited. Fast forward a month: I received a call from Denver Mattress asking how I liked my mattress, and states that it was great, but that I still had not received my headboard or a call from Furniture Row. He said he would relay that message to that department. Again, a week goes by. While I'm at work, I receive an automated call that my headboard is scheduled for the following day (did they even bother to see if that day worked for me? - NO!) . I called back right away and spoke to Jeremy and told him that I no longer want the headboard. He asked for my credit card number so he would refund the item. Since I was at work, I was unable to provide him with that information. Instead I had my father call with what we thought was the correct credit card number. They hung up with my dad, tried to refund the money, and it would not process because it was the wrong card. They called and left a message for me stating that the refund did not go through. A few days later, when I was not working, I tried calling again to process the refund. The person I spoke to (not Jeremy) said that only Jeremy could process the refund because he is the manager and it was his day off. He said that "Jeremy will do it tomorrow when he's here." Holy Sh*t! How many minutes of my life have I wasted dealing with this company, especially Jeremy?! I am extremely frustrated. Looks like I will be taking more time out of my life tomorrow to make sure that I'm getting a freaking refund on the damn headboard that Jeremy said was in stock to begin with and no one ever bothered to follow up with the customer on. BUYER BEWARE! Don't waste your time and energy here. Go somewhere else - Anywhere else for your bedroom furniture needs! read more

I am facing double knee replacement surgery very soon, and so began my search for large, sturdy power recliners to replace our living room chairs. I found the Tundra line at Sofa Mart, online, but found myself unable to travel from Wyoming to look at the furniture. So I called the Ft Collins store and spoke to Kate, who had information about these chairs at her fingertips. She also informed me about a current sale, and about a Furniture Row five-year warranty, available for an extra fee. At the end of our chat, I was sold and I bought two chairs, over the phone and sight unseen. All that was a little intimidating, but Kate assured me that, should we be unhappy with our purchase, we could return the merchandise for a full refund within three days of purchase. The night before our scheduled delivery we received an automated call, letting us know our furniture would be delivered the following morning within a specified two-hour window. The following morning we received a second call, a few minutes prior to the start of the two-hour window, letting us know the truck would arrive at our house "in fifteen minutes". Arriving exactly on time, two young men brought our chairs in and placed them to accomodate the full range of motion of each chair. They made sure we were happy with the chairs, happy with the placement, and understood their operation. They cleaned up and took away all packing materials, leaving our home as it had been when they arrived. It was a pleasure having them here. This is the second Furniture Row store with which we have done business, the other being Denver Mattress, right here in Cheyenne. In both instances, we received outstanding service and are very happy with our purchases. read more

Everything seemed fine and we were about to make a couch purchase the next day, but when we went to buy some sales items that were marked way down the salesman demanded our personal information including birth date, address, email, etc. for a $20.00 cash sale. When we said we value our privacy and preferred not to give out our personal information the salesman said "Nothing leaves my store without this information". We decided to pass on the sale. The information will be sold to God knows who, so no sale. Is this a company policy? If so, I will have to look elsewhere. read more

So a week later, I've only been told Furniture Row was "deeply sorry" and that my furniture is now slated to arrive in another two weeks. This message came from an Assistant Manager. I responded to inquire, once again, what Furniture Row is going to do to make this situation better, and I've not received a response. I've been told on multiple occasions that I would here from "Customer Care." This has not happened. It has become very clear that Furniture Row does not care that I have not had a good experience, they don't care to do anything to retain me as customer, and they're perfectly content me filling the rest of my house with furniture from the competition. read more

I highly recommend staying away from this place. The first thing that turned me off from this store was the smell of must and cigarettes right when you walk in. One of the employees came over to talk to us and my boyfriend asked him a few questions about what the couch frames are made of and such. We noticed their price tags have a "200% guarantee of the cheapest prices around" so we asked why the same couch was half the price next door at American Furniture Warehouse. He said some things about quality and tried to sell us some bull***t. My boyfriend called him out on it and he stumbled over some words to try to save face, but it didn't work. Here's where it gets good though... I asked what their warranty is like and he said it's 7 years and they guarantee a great warranty. I told him we were just at LaZboy too and the woman there guaranteed us a lifetime warranty on the couch frame which was included in the couch price and we could purchase a lifetime warranty on the fabric for under $100 even a rip or spill was our fault. The guy at Sofa Mart retorts with "Well that's where they get you, Colorado law only allows lifetime warranties to be 7 years." I thought wow that lady at LaZboy really tried to screw us over. We left and went right back to LaZboy and asked the lady about what the guy at Sofa Mart said. She had no problem giving us a full copy of the warranty in black and white and lifetime means lifetime! The guy, once again, was full of crap. So then, I googled what he had said, and there IS NO SUCH LAW. I will tell everybody to steer clear of here!! read more

We purchased a table and set of chairs from the store. It was a floor model closeout, so the price lured us in and we liked the looks, but knew it wasn't the highest quality. We needed two more chairs than they had in stock, so we took the table and the chairs they had, and they ordered the extra chairs. We got a call the chairs we in, so went to pick them up. When we inspected the chairs you could clearly see where nails were shot through the sides of the chairs, e.g. nails protruding it! Obviously, we didn't want those, so we asked them to reorder more. They did, we got a call, went back in only to find two more chairs, with more nails sticking out of them... seriously they didn't even bother to look at them. So they ordered yet another set of chairs... Obviously, we were frustrated that they couldn't get it right after 3 tries, so I discussed with the manager that a discount at this point seemed very fair. Nope, wouldn't do it. So sorry, but you have to pay full price and keep coming back to inspect the chairs that we don't.. seriously. Long story short, we finally got the two extra chairs, but had to just accept the poorly assembled chairs and like it. It amazes me that in this day and age that managers don't realize the value of customer service or their employers don't teach them. Give away a few measly dollars to retain a customer, rather than have them never give you any more money and tell all of their friends what a horrible experience they had with you. read more

Ordered Amish bedroom set in March. Finally received all but the chest in July. Don't know when I'll get the chest.. impression I get is that I should be happy with what I got (since the bed set was not in when the delivery was arranged and it came in and was delivered with the dresser and nightstand) they don't know when the chest will come - but will let me know once they hear from their buyer. Does not feel acceptable to me. I was told when I bought this set that I would receive it in may or June. read more

Bought a dining room table and chairs. They told me it would be 3 weeks to get it delivered. I waited 4 weeks before calling them, and they told me it would be another week. I'm calling to get a refund and going to American furniture warehouse read more

I had a loft bed delivered yesterday and the kid doing the delivery damaged my brand new hardwood floors. He took pictures and said someone would call me. Of course nobody did. I called the store and they told me the store manager was out but would call me this morning. Once again nobody called me. My husband called today and after getting the run around he was told we have to get three estimates and submit them to their legal department. What a bunch of b.s! They damaged my floors! They should have to do the leg work. We were thinking about by a $4k couch from this place. Forget it! read more

I went to Furniture Row to buy a bed frame. I couldn't find anybody in the store to help me out. I finally found one very disinterested guy who quickly passed me off to somebody else. The whole purchase experience went this way. I also wasn't consulted about the delivery at all. I was just told when it would be - period. The guys that delivered the frame were great though - on time and efficient. However, I'll never buy from Furniture Row again - poor customer service in general and notably so after the sale. I upgraded my review from 1 star to 3 stars after being contacted by a Furniture Row customer support representative. She called to discuss the experience I had and asked what could have been done differently. I was SO impressed by the call that I felt I had to make this change. Things don't always go as planned and I definitely believe that the folks at Furniture Row are interested in understanding problems and making things better when possible - thanks!! read more

Got a couch about 2 months ago. The delivery people dropped my couch hard on concrete so I think this is where my problem started... The arm piece came off and is not broken but won't go back in now. Called to ask for help and they said they would send someone just to look at it for 45$!!! If it's broken they can't do anything because this is a discontinued piece. VERY disappointed and won't be going back. Avoid this place because once they get your money then won't care after. read more

I spoke to a sales person about getting just a headboard I already bought an adjustable head frame and told him repeatedly that I only needed a headboard he said he had to get pricing from the manager Angie I spoke to Angie and her lowest offer was 200 when I went to pay she said I had to buy the rest of the set brand new in order to purchase the headboard or I could purchase the headboard at a higher price by itself I told them I was only looking for a headboard so why waste my time and try to switch it up at the end when I was frustrated Angie with a smirk on her face said sorry I said " is that it ? You knew I on needed a headboard so why would you try to force me to by other stuff that I don't need" then, I have a platinum level line of credit at the store she forced me to pay using my debit card because she said I had to make a minimum purchase of 500 dollars I told her I've made purchases of under 500 dollars before and had no problem she said that was crazy she had never heard of that I then called another store and confirmed that she was wrong do not shop here bad management I wish I would have looked at there reviews before purchasing read more

We couldn't be happier with our experience at Furniture Row. The staff was extremely attentive and helpful as we made our purchase. Even though we had a small discrepancy, they went above and beyond to make us happy and ensure we had a great experience. We're thrilled with our purchase and highly recommend the store! read more

Update: We did finally receive the hardware needed to put the bed together. I have opted to leave my review at 3 stars due to the following: 1. I called the store 3 times to confirm that the hardware did indeed come in and no one answered the phone any of those 3 times so I took my chances and made the 30 minute drive to see if it was ready. 2. Upon my arrival, it took about 15 minutes for an employee to even acknowledge my presence. 3. The employee who assisted me checked to see if the hardware had been unloaded yet (guess what? It wasn't...) and told me it would probably be at least another hour. He did attempt to remedy the situation by looking through spare parts to see if they had enough to put together the bed... They didn't. Besides... I just spent over $400 on a kid's bed... I want all the pieces it was supposed to come with in the first place. He went to the back once more and Voila! there was the hardware I have desperately been wanting since Tuesday. We still have one more item to pick up (it should be in at The end of the month) and I hope that it will go smoothly... There was no sincere apology or any "what can we do to make this up to you?". I'm just happy our son doesn't have to sleep on a mattress in our living room for another night. I love the quality and look of their product but this experience has left me less than pleased. We were planning on getting more furniture for the nursery but we may be looking elsewhere... read more

This place was incredibly disappointing. Zero stars if at all possible or if there such thing as negative stars this place deserves it. Our couch was super late getting delivered to us as well as the couch had several defects once it arrived. Ordered a new couch and of course its late again. DO NOT BUY FROM HERE. read more

Bought a bed frame over a week ago but we can't get them to deliver it! They won't set up an appointment, only call the day before and ask if if we can hit a two hour window. Do yourself a favor and arrange your own delivery. read more

The Manager of the Living Store of Furniture Row in Fort Collins, David Vader offers superb customer service. I purchased two chairs that had a defect in the material that showed up after a year and a half of use. David went above and beyond to allow me to return them and ensure that I was able to replace them with other furniture. I called him several times and visited the store many times too. Each time, he was extremely patient, helpful and very nice. He is a great example of how all businesses should treat their customers. His staff were always helpful and friendly too. I am very impressed with the professionalism and customer service offered by Furniture Row and will continue to shop there, as well as encourage my friends and family to do so as well. read more

Store that does not want to sell furniture! Would rather you order it than take off the show room floor. Even though they have 200 of the same piece of furniture displayed! read more

Bought a couch and chair set and a bench. Perfect color, size etc. From Flexsteel. However when the couch was delivered it was broken. The chair didn't come but was given to another customer who has been waiting longer than me. I refused the bench because it couldn't be made stable, the couch I can keep till it's replaced. The lady at the store reordered the sofa and the chair tonight. Let you know in a month. read more

Still waiting for the correct power recliner. 1st one came in the wrong color (box was marked with the correct color).They reordered and were to call us as soon as it came in. Gave them over a week so we ended up having to contact them. Yes it was in and oops our salesman no longer works there. We took the original chair back to them to pick up the correct one. Well it was wrong too. Again correct on the package, contents were wrong. Left both chairs there as they were placing the order with their DC (distribution center) yet again. I suggested they request DC verify correct color before sending but they couldn't do that. So get the call today that yes the chair came in but it was the same as order 1 & 2. They actually want to place the order YET AGAIN. I TOLD THEM I WANT MY CASH BACK!!! Well they can't do that they will need to MAIL us a check. Of course they never would of ordered my recliner if I hadn't paid for it in full, but they can drag their feet to get me my money back so I can go purchase from someone else. So we placed a call to the District Manager who we are still waiting to hear from. I figure they clear this up 3 different ways...1. Get me the correct recliner immediately (supposedly 8 at the DC), 2. Deliver the 1st recliner back to me until they get the correct one in and then schedule to deliver and switch out the recliners or 3. Hand me CASH. read more

Don't go to this store. They told me that the merchandise would be here in 3 weeks. 6 weeks later still no furniture so we asked for a refund. The management was arrogant and condescending. We will never set foot in that place again. They should take the stock men in the back and put them in charge and put the sales people in the back. read more

We found Michael S. very helpful and patient. I had questions about what will work for a new house. This is our second purchase at Denver Mattress and we've been happy with them. Their prices are very competitive. read more

In order to post this I had to give them a star (too bad they don't do negative stars) BEWARE!!!! This place is awful!!!! I bought a bed for my son 3 years ago and it fell apart. Basically this is particle board pressed together. This is NOT real wood as they told me it was. You are better off buying from AFW. I tried calling today (9/28/17) to see what they could do. Because I did not have an invoice they told me that they couldn't do anything and the system shows I never bought/paid for this. How did it get into my house??? I will NEVER shop here or any place on Furniture Row AGAIN!!!! PLEASE save your money and go next door to American Furniture Warehouse. read more

I am moving to Colorado from New York and I wanted to get some furntiure that is not my "forever" furntiure, but good enough so i would not be embarrassed if i had friends from work over or a date overnight. I went right to the clearance section and got some really good deals. Then i went into the main store and got what i thought were good values. Then i went to the mattress store. I am thrilled with everything i got. And, thanks for all of your help, Nathan. You are a good guy and great to work with. read more

I cannot believe this place! It's no wonder they are not the top furniture sales in colorado. I purchased a couch and chair set, which was one week late being delivered to begin with, so it took 3 weeks to get to my house. 2 weeks later I decided it was to shiny for leather and not that great of quality. I contacted them about their return policy, and what did they tell me? They basically have no return policy, and that we waited to long!!!! They were the ones that took 3 weeks to deliver... I am extremely disappointed in the quality and customer service of sofa Mart. I will not be purchasing again, nor will I encourage any of my friends or family to do so either. The "customer is always right" is my business ethics and in this economy I would suggest they take note also. read more

My boyfriend and I visited three Furniture Row stores on 12/10/13. We bought a mattress from Denver Mattress, a bed frame, table and chairs, and entertainment center from Oak Express, and two chairs and a rug from Sofa Mart. We coordinated with all three of these stores to ensure that they knew we were ordering items from all of them so they could be delivered on the same day. The sales representative from Sofa Mart (I believe his name was Josh) informed us that unfortunately one of the chairs we wanted was out of stock and wouldn't be able to be delivered until mid January, but they would call us as soon as they arrived. We scheduled delivery for 12/21/13, the day we moved into our new apartment. Here's where our experience went downhill. Our "Guaranteed" delivery window came and went. About 5 minutes after the deliver was late we heard from the delivery driver saying they would be late. Well this is obvious and pretty unprofessional to keep us waiting and not informing us until AFTER they are already late. When they finally do arrive almost and hour past their "Guaranteed" delivery window they don't have all of our stuff. The only items that arrived were what we ordered from Oak Express leaving us without a mattress for the evening and forcing us to stay in a hotel. This, as you can imagine is infuriating. We spent over $3,000 with this company and now not only is the delivery late, but it is incomplete. We call Chris at Denver Mattress and somehow he entered the wrong delivery date. A new delivery can't be made until the following day. At Sofa Mart the representative doesn't know how his items weren't loaded, must have been an oversight. Extremely frustrating since we were very clear in telling each of these stores that we were ordering from the others and to make sure they coordinated so there were no issues in delivery. Chris offered us a $200 store credit as a way of apologizing for forcing us into a hotel for the night. Hardly commensurate with the troubles we received. Fast forward to now, Feb. 16, 2014. It is halfway into February and I never received a call saying our chair was in stock. I finally call them myself, and they act as though it's no big deal. "Oh, I think they were just delivered today, that's why we didn't call." This is UNACCEPTABLE. First of all I highly doubt the chair just so happens to be delivered the day I call inquiring about it and I don't appreciate being lied to. Secondly, if we go with the assumption that the chairs were in fact delivered today, then when they knew the order would be delayed past mid January as previously stated why didn't they call to confirm with me? I am beyond disappointed with the professionalism of this staff. This has been by far the worst experience I have ever had buying furniture. read more

Bedroom Expression's is nice and clean, but I could not find a salesperson. I did however find one of the of the staff members who put together the furniture. He tried to find one of the salespeople, but was not able to do so. I was looking for a few items, but could not find what i wanted. read more

I went to Furniture Row just recently. I couldn't get anyone to help me pick a lamp up off of a dresser. I tried for what seemed like hours. I got so exhausted I had to lay down in some fancy bed. I did finally get my lamp though . read more

We were doing some comparison shopping and looking at beds and living room furniture. Furniture Row/Sofa Mart has a good selection of nice furniture and although we didn't make a purchase at the time, we probably will in the future. read more

Very poor customer service. We were told our couch would be delivered in 4-6 weeks, and 9 weeks later have still not had it delivered. Their communication skills are terrible- they failed to update us on what was going on with our delivery, would take 3-4 days to call us back when we called to inquire, and were generally rude when we expressed dissatisfaction. I would not buy from them again. read more

I purchased a sectional couch from sofa mart. Vi have paid them 600$ cash and financed the other 1600$ in September, 2017. I was told that the sofa was out of stock but they would have it in by the end of October, 2017 and would call us when it arrived so we could come pick it up. We opted for pick up because delivery fee was over 200$ for just over 10 miles away. Kinda steep! I have called them 4 times now about the couch and they keep saying by the end of the month they would call us. It is now November, I called again and now they are saying they can't tell me when it will be in stock and there is no one they can contact to find out. This doesn't make any sense. This company has piss-poor logistics and customer service. All the while the finance company has already sent me billing. I don't recommend shopping here ever. Planning on canceling order if I don't here from someone who can give me answers read more

I have never written a bad review before but I really feel this place warrants one. The first two times I went into the store I looked around for a good 5 minutes before anyone appeared. They didn't speak to me but I saw they were present. I was looking for a dining set and had been looking at their website as well as others but decided on one Furniture Row sells. The second time I went in was to specifically buy that set. I did all the work all they had to do was write it up and trust me that's all they did. Today was the third time I went in because I ordered a coffee table from their website and chose to pick up instead of paying $90 for delivery. I also wanted to buy another chair for my dining set. I was told they had only one in stock but was not assembled and would take 10 days to assemble one chair. I get it, there were people in front of me waiting for assembly. Then I see 5 chairs that match my dining set in the air on display. I was told they were not for sale because they were on display. What type of furniture store does not want to sell their inventory? Then I had to wait 15 minutes for them to find my table that I have to assemble. I said "thank you" to 3 different people and all I got was the "no problem." No one thanked me. The guys who work in there seem indifferent at best. I will not be back. read more