Purchased a couch for a total of $3,326. Became defective in less than 60 days (can't even sit on the couch) Furniture Row says 6-8 weeks for parts and if the parts don't fix it, 6-8 weeks for a new couch. Obviously who's waiting that long for a couch you just bought so I asked to exchange it. They told me if I get a different couch I need to, "buy some rugs or something to make up for the remaining balance because I'm not getting a dollar back." I would rather go to a different store and pay double just to not go there. Oh yeah they also say it's up to their discretion to replace defective items. Not to mention the manager has "only been there for a year and still learning his job" read more

Bought a sectional that has proven to be total garbage pieces have been replaced a few times and it never hold up. don't purchase their warranty as it really is nothing that will help you in the long run save your money and buy from a better company what a waste !!! read more

We have made two major purchases here in the last six years. Both were positive experiences. Don't be afraid to negotiate a little bit or wait a few weeks for your desired item to go on sale. We demanded free or reduced rates for delivery which is definitely negotiable. Usually running some sort of low or no interest deals as well. read more

Furniture Row - Furniture Stores Near Me - Normal, Illinois

You know how this place looks like 3-4 stores on the outside? That's sort of how it feels inside, too, but not in the way they intend. Mattress guys were creepy, and I overheard them making some offensive comments that made me strongly consider NEVER buying anything from this store. Had I even a bit more time or money, I would not have. Bedroom set guys were not quite as bad but it was still your typical furniture sales experience. (See my review of Sherman's for a counterpoint to that typical experience.) But the folks down on the other end, where they sell couches, chairs, and living room furniture, were kind and respectful and specifically non-offensive. I bought a coffee table and chair from them and I'm pleased with their quality and customer service. The review is still two-stars because I had to think long and hard whether the bad experiences with the other guys made it worth it. Take that as you will. read more

I purchased my furniture in January and still do not have my dresser and mirror! I also bought a kitchen table which was actually in stock and I picked it up so I didn't have to wait. I then went in to buy a mattress and thought I would check on the status of my bedroom furniture and was told we have good news and bad news and the good news was I was going to get my bedroom outfit in Mid April but the bad news was no mirror and I thought that's fine at least I have most of it right? Not! No dresser or mirror oh but wait it will be on the next truck ...Not!!! That was April it's now June!!!! I then went back Silly me, to buy a sofa, yes you guessed it OUT OF STOCK!!! But it will be in on Monday, Ha sure it will NOT!!! Although that salesman was very nice I ended up getting it the next week. At least he didn't lie to me. You would think they would give some kind of compensation. I have always been a good customer but I'm thinking it's time to shop elsewhere!!! I will say I like there furniture but communication is horrible!!!sorry 1 star is all I can give at this time!!! read more

Store manager Robert is the best part of Furniture Row in Normal. He is gifted at making the furniture buying process smooth and easy. Customer service from this store post-sale is also quite remarkable! Do not overlook this aspect when considering the price of high quality furniture nowadays - you want to work with familiar faces, not a fly by night operation. Talk to Robert. read more

Update to previous post. Customer service is awful and takes no responsibility for their mistakes. I will never use them again.

We recently bought a top line mattress and an easy tilt bed frame from these people. We liked the sales rep Alex and trusted what he assured us of at the time. Don't make the same mistake we made!!!! We told him that under no circumstances did we want anything off the floor and were guaranteed that would not happen. In fact all items would be packaged and the easy tilt would be folded and in a box. We were told the easy tilt bed would in be delivered soon after it arrived in about 2 weeks. After 2 weeks I called to ask if it was in yet. The person I talked to informed me it would be another 3 to 4 weeks before the frame would be in stock. I ask if I could cancel the order. I was informed by Mike he would call to find out if the frame could be found at another Furniture Row store close by. He called me a short time later and informed me of how lucky we were as they had found a new unit at another location and it would be delivered to us in 4 days. We were very excited that the delivery would be made soon. We have a very difficult stare way to get big items up and informed the sales person of this and that we are very picking when it comes to our newer home. He assured us that this would not be a problem. The day delivery came we were happy. As the delivery people came in the door lugging this big long item we knew something was wrong. We told the delivery people at time the item did not look new and was suppose to come folded. The delivery people told us they were told at the store the item WAS A NEW UNIT but the box was torn up in shipping. They did there best to get this unfolded item up the steps. They tried not to but did hit the wall with it. While they were putting everything together I noticed the unit surface was very dirty. Again we told them we did not think it was New. They again informed us the store assured the unit was new. After assembly they plugged it into the wall unit it would not work at all and the battery cover kept falling off the remote because it been used so much. I felt we had just been had. We did finally get the new folded unit still in the box after we caught them trying to pull a fast one on us. We went to the store and talked to Matt the manager. This was the biggest joke yet. The lack of concern was so evident. I feel he went out of his way to be so obnoxious that we would leave and he got his way. Never again for us!!!! Be careful. I told them we at least wanted a 10 ten year warranty at no charge and they agreed to that. I had bought from this store for over 20 years. I can't believe the total lack of concern. Roger Beeler read more

We had a very uncomfortable browsing experience here yesterday. The sales associated hovered over us so awkwardly that we ended up sneaking out through the Denver Mattress store to avoid her. In total, we were inside for 20 minutes, and she approached us 4 times. Each time, we said nothing more than 'Thanks, we'll let you know if we have any questions', and each time, she walked a short distance away, then returned 5 minutes later. We actually found a sofa set we were interested in, but both felt like we couldn't have a private conversation about it. Maybe this tactic is part of the sales training, but we were made to feel so uncomfortable, we had to get out of there and agreed not to return. I didn't see the woman's name, but it was Wednesday 3/28/18 around noon in the living room section. read more

I had a great experience when I went shopping for my couch. The sales associate was not pushy. I told her what I was looking for and she showed me exactly that. I bought a nice couch, special order. She told me it would take four to six weeks, but they don't usually need all that time. I was excited to get my couch at the beginning of August. They used the full six weeks am forgot to call and tell me my couch was in. I finally picked up my couch. I walked in, told them my name, and they told me to go around back. That never checked my ID or receipt. My couch didn't have my name on it so we weren't 100% sure it was mine at first, at was. I had a good shopping experience, but I don't like waiting... I still love my new couch. I suggest delivery if you can afford it. read more

Furniture Row - Ryan Sofa - Furniture Stores Near Me - Normal, Illinois

UPDATED: 8/6/18 The issues have all been resolved BETTER than I ever expected..... Robert Trueblood, the Store Manager, had a few challenges with the special order from this company (a glitch in the computer program) but he went above and beyond to provide excellent, professional & courteous service. read more

Just got my sectional delivered weeks earlier than what was expected thanks to the Sofamart manager, Robert Trueblood. He made our furniture buying experience easy and hassle free. Deliver crew was great as well. I will be back. read more

We just made our first big furniture purchase: an entire bedroom set. Furniture, in general, is much more expensive than I had previously thought. We looked at furniture stores with handcrafted furniture, which is very expensive. We looked at stores like Crate & Barrel, Pottery Barn, etc., which are also expensive. Affordable furniture typically means that you are sacrificing quality. In my opinion, Furniture Row has furniture that's not cheap and doesn't look cheap, but you don't have to pay for a name or for the cost that comes with hand-made furniture. Furniture Row is a huge chain with stores across the U.S. and I think they have a business model that works for the consumer. Instead of the consumer having to assemble the furniture, they do it for you ahead of time, which allows them to put some finishing touches on it so that it doesn't look like it's assembled furniture. The salesmen must work on commission--as I'm sure they do at all furniture stores--but I will say that our salesman was not a 'wheeler-dealer'. He was more like a salesman from Saturn. I got the sense that he wanted to sell us furniture, but he could not adjust the price. I could be a sucker, but I appreciate not having to haggle. He was always good to answer our questions and he made sure that we were pleased with our purchase. I would recommend that you check this place out if you are looking for some furniture and you are on a budget. read more

Anthony!! At furniture row sofa mart was very successful my shopping experience patience was from the beginning to the end has been delight Anthony help us throughout our shopping And he was so patient with us gladly follow me around store what I'm tasting every couch and loveseat in their store thank you for that. I really recommended people to shop and furniture row and they all be happy as I was read more

My husband and I bought a living room set from them this summer. The sales girl told us it would only be a week to get it delivered. Awesome that's fast we thought, but then she changed what she said as soon as we signed papers and ordered our furniture. She then told us one OR two weeks and it would be delivered. Ok fine we thought, not a big deal but a little annoying it suddenly changed AFTER we officially bought it. Two and a half weeks later we still haven't heard anything from them so we call to check the status and they tell us it arrived at their store that day and they will call that night to confirm it is off the truck and ready for delivery. Two days later we call again because we haven't heard anything. They tell us yes we have it and they are unloading the truck now. Really? It takes several days to unload a truck? They tell us again they will call that day and set up a time to deliver it. A day or two later I call and ask for a manager because no one will tell us when we will be getting our furniture. Finally they say yes we have it and later that day someone finally calls us to set up a delivery date. There were random phone calls in between ones I even mentioned because when we called no one was even answering or they did answer but had no information for us. When we finally got our furniture delivered there were two small chips in our wooden coffee table. We were not happy! Over all we were very annoyed. If we were told in the beginning it would be up to a month we would have been fine with it. We had an old set we were using so we weren't desperate for new furniture but we felt like we were lied to so we would buy their stuff and then after that no one even cared or tried to help when we called to find out what was going on. The only time we finally got answers was when we finally got firm with them on the phone and said we were frustrated. Would not recommend this company at all. Sad too because we still want to order new bedroom and kitchen sets but now we need to find some where else in Bloomington to shop! read more

We bought a new house and needed to buy furniture and appliances to fill it. We shopped around and ended up buying items from several stores in the area. All of them except Furniture Row had great customer service. All of our other furniture and appliances arrived in a reasonable amount of time. I understand this was during a pandemic. All it would have taken was some decent communication but we were constantly lied to and misled. We even tried to cancel our order and return the table we bought and that's when we realized their return policy is non-existent and we were locked into a table that took FIVE MONTHS to arrive. Original delivery date was 1-2 weeks. Then it just kept getting pushed back with no explanation. They would actually set up delivery times and not show up. We would call and they would tell us the table got delayed again. They would not work with us, their customer service was terrible and they take no responsibility. If I could give zero stars I would. They need new management. read more

Update 3/1/12 - I was contacted by Furniture Row. They honored the coupon and gave me the sale price that was published. I think that is great they recognized this was confusing to the customer and made it right. I would definitely shop there again now! 29% Off the regular price of any one item Valid on 2/29 Only. I am a loyal customer of the Doctor's Choice mattresses. This was to be my 3rd purchase from this store. I received this postcard in the mail. It is false advertising and very misleading. You get in the store and you have to actually purchase an item over $999 and then the next item would be the 29% off. It disgusts me and I will be comparison shopping other places for sure. If you had a similar experience, please post it. read more

On 5/3/17, I ordered the Glenwood sectional with ottoman. About 5.5 weeks later, I received a call that my furniture was in, and would be delivered the following Wednesday. So I posted my current couch for sale, and had it picked up the day before the new furniture was to be delivered. On the morning of the delivery day 6/13/17, I received a call from one of the store associates letting me know that the love seat portion of the sectional was manufactured backwards, and was rush re-ordered that day. He said that it would arrive in 3-4 weeks, and that the delivery charges would be refunded for the trouble. 4 weeks later on 7/13/17, I called in to check on the reorder. At this time, I spoke with a different associate said that he would look into the order and call me back. He never called me back... So later that evening I called back, and the associate said that he had received an e-mail from the manufacturer stating that the furniture would arrive in another 2-3 weeks. 3 weeks later, I called to check in again. At this time, another different associate informed me that the furniture was actually not set to be delivered until the end of September. She told me that the furniture had not been rush re-ordered on 6/13/17 as was told to me, but was actually not ordered until 7/13/17 when I called in to check on the rush order. At this point, I was very upset so I called to speak with a manager. This turned out to be the same associate that had told me he put in a rush order and had promised the refunded delivery charge. When I brought up the rush order that had never happened, and the fabricated information about the furniture arriving 2-3 weeks after I checked on the rush order, the manager denied having ever spoken to me or promising the delivery charges, and insisted that it was one of his employees that I had spoken with. However, I had written down the names of each employee I spoke with, so I was not mistaken. I later found out that the employee he was blaming had since left he company. At this point, I wanted to get a full refund for the furniture, but all the manager would offer was refunded delivery charges (which were already previously promised). After saying I wanted whatever refund I could get, he finally agreed to give more compensation for all of the issues. I decided to just wait it out. Later, at the end of August I called in to check on the furniture status. It was at this point that they informed me that it was already in, and could be delivered the following week. Having been without a living room couch for 2.5 months (due to the false information that the furniture was in and would be delivered back in June), I was highly irritated that the furniture had come in and was just sitting there. By some miracle, the furniture was delivered and there were no issues with it. As far as the furniture itself goes, I have no complaints. However, knowing that this is the process I would go through, I definitely wouldn't have even considered purchasing new furniture, let alone from this establishment. read more

Absolutely avoid at all costs. After selecting two pieces of furniture for a thousand dollars they told me that delivery would be the next week..flash forward three weeks later (after Xmas) and still no call. I decided to cancel the order as they were no longer needed (bed for visiting guests etc.) After being hung up on by the salesperson I found my CC being credited $100 less than the total. Nice. I will make sure that I do my best that everyone is aware of the business practice of this place. read more

Just bought a couch here that we didn't see anywhere else and that works for us (it's kind of a half-moon shaped piece that will fit our front room nicely.) We thought they had a wide selection of couch/sofa/chair styles to choose from. Finally, our compliments to our salesperson, Nick - knowledgable, no pressure, very informed (subsequent to our first visit, we found out he's the manager, so THAT makes sense.) Got a good deal on a Memorial Day sale. read more

Andy is the man!!! Even though I was indecisive and couldn't make up my mind he was patient and did everything in his power to help me find exactly what I wanted! Matt made finding a mattress super easy and Anthony helped out lots too! Quick turn around on delivery as well. Definitely recommend seeing these guys and giving them your business! read more

Visited the facility today. I've seen this location several times from the road and found myself stopping by today in the hopes of finding a bedroom set. I actually found one and I was very excited! A saleswoman approached me and I asked if the bed came with under storage as an option. She said she would go check. After waiting awhile, I walked around the rest of the bedroom department , even checking out the kids section for awhile. I saw her kick a younger saleswoman away from a couple looking at bunkbeds, so I walked around and made eye contact with her. She ignored me so I walked through the mattresses, browsed the living rooms and wandered back to bedrooms. I found the guy with the kid and asked if he was done with the saleswoman. He said she had taken his wife over to the desk so I found my way. I interrupted her must-be-massive (sarcastic) bunkbed sale to ask again about the bed. She said no, it doesn't. I stated that I was still interested in purchasing the set. She told me she would meet me over there. I waited...10 minutes...15 minutes...20 minutes...I looked over several times at her. She had switched the wife for the husband at the desk but still didn't come over to me. I was angry. Really angry...and after 25 minutes I walked out. But I still liked the set. So I came home and got on the computer and GUESS WHAT?! There was a review saying it had UNDER BED STORAGE! So I clicked on it and it says this is an IN STORE OPTION ONLY and to talk to a salesperson! So now I can't order it online. How unfair to be DISMISSED like that! How rude to be IGNORED like that! How unprofessional to tell me it doesn't have the option it says right online that you offer! And how careless to let a customer who wants to spend thousands of dollars in your store walk out! read more

Overall bad experience. I purchased a large item from Furniture Row and rented a truck only to discover a significant defect once I got it home. A new piece was ordered and the salesman assured me that he would personally check the product for flaws prior to me making another trip. The item had not be checked...the box was not even opened...and sure enough, another large defect. I would not recommend this store based on poor quality and customer service. read more