She said okay she'd look for one "in a bit" and call me back. FOUR HOURS LATER...I called the store again and got to speak with John (thank goodness!). I told him what was going on...and he actually apologized, put me on a brief hold and came back to tell me he'd have a replacement power box waiting for me. When I picked up my part...Judy was standing at the front desk...completely ignored me, so John came up to the desk and asked how he could help...I said my name and Judy looked at me and quickly walked away (of course, no apology).
My point is...Judy is AWFUL!!!!! I don't care if you're have the worst day ever...if you work in customer service/sales you don't treat people like that! Especially when they are trying to be kind and understanding...considering I could have gotten downright hateful at this point.
Thank you Blake, Nate & Anthony for great customer service.
A place is only as good as its staff. I had just had a bad experience at Klophenstein furniture on lima rd and was apprehensive. I went in to Furniture Row 15 minutes before close. A sharp young man named John Kaster approached me. He instantly began to answer my questions and I had lots. :) He never once made a comment about closing He was professional courteous and even more important he actually new what he was talking about. A knowledgeable salesman is a treasure to a retail location. I was also impressed as he allowed me to customize my sectional without any questions. I ended up spending more than I had planned but I realized I was getting a great couch. John Kaster your a natural and you are a great salesman. Keep it up man. I had spent hours on Wayfair and overstock but I wanted to touch feel and be talked to by a knowledgeable sales rep, and I preferred to go LOCAL. I got just what I wanted and gladly spent my money with Furniture Row. Give that Guy a raise. :) Oh I did not leave till 30 minutes after close and again John never once said a thing about it he just took care of me. WOW
#1 - the delivery - the men brought our furniture (took 3 weeks instead of 1 for delivery) and one side of the sofa didn't work due to a faulty power box, but instead of letting us know they LITERALLY snuck out of our house without letting us know they were even leaving or that we'd need a new power box.
I really like my new furniture from Furniture Row. We purchased a sofa, 2 recliners & two tables, and John was our salesman...and the only reason I'm giving 2 stars instead of 1 star. He was the only positive experience of this visit.
#3 - after waiting a week for a callback I went ahead and contacted the store - AND THIS WAS THE ABSOLUTE WORST TREATMENT AND THE REASON I'M WRITING A NEGATIVE REVIEW. I called the store about 10 minutes after opening (10:10am) and JUDY picked up the phone. Immediately I could tell she did not want to talk to me let alone help me. I tried to be extremely nice and understanding (usually seems more helpful than being ugly). I initially asked for Roger, but she said "He doesn't work here anymore" so I let her know that I had a faulty power box for my recliner and Roger had said someone would be calling me about it.
#2 - contacted the manager, Roger, as soon as we discovered the men had left and the couch wasn't operational. Roger was okay...said he didn't know why they'd do that without checking...that was normal protocol, but he'd have a repair person give us a call to let us know when they'd get us the replacement power box. Never got a callback.
No apologies AT ALL...she then put me on hold for 7 minutes (yes, I timed it), came back on and called me the wrong name...says "SO THE BUTTON DON'T WORK?" I let her know again the button was fine it was just a bad power box and I just want to come in and pick up a replacement.
Just bought my dream sofa from here! And luckily enough I found it on clearance! We even got it a little cheaper than the clearance tag said. And the customer service was great even though there was only one guy there to help because the other sales lady left for a family emergency. He seemed to juggle everything well. We had our couch home that night and we love it! We went to three other stores and we found the best deal there.
I highly recommend Furniture Row if you need a new mattress Ask for Blake). After sleeping on the one I purchased for a month, I realized it wasn't working for me. No problem...I picked out a new one and there wasn't any restock or cleaning fee charged. Nate & Anthony delivered the new one and took the first one back. They even arrived early so I didn't have to wait all day.
Logan was so helpful and prompt in helping my twin sister and I's pub style table shopping. We ended up buying 2 tables because of his awesome energy and genuine kindness!
Furniture Row is a US Furniture Store based in Fort Wayne, Indiana. Furniture Row is located at 5807 W. Creek Blvd., Suite FR, Fort Wayne, IN 46818, USA.
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