[NOTICE: This is a very old blog entry.. my opinion has changed about The Furniture Room. Please read the comments which follow this entry.]
After two chairs of my “dining set” broke this last week while we had visitors over, it was time to go start looking for a new dining set. Where in Denver would I go? Most would probably start with some craphole like American Furniture Warehouse since they are all over the place, Jake Jabs, the AFW owner, could pimp your mom if she’s into exotic animals and gold chains, and because they advertise heavily in the area. Well, lets just say I made that mistake when I first moved to Boulder at the end of 1999, and the crappy furniture I bought from there has been killing me since then, including the broken dining set I’m looking to replace.
I like to pretend I’m pretty urbanite-informed for someone that can only afford to own property in the ‘burbs, and I also like to pretend I have good tastes from time to time. Given that, my first choice was to check out The Furniture Room to replace my particle board disguised as a dining set. I’ve known about it for a few years now, and hasn’t been really advertised or anything like that, so it tends to be one of those places you have to be “in the know” about. However, lately they’ve been getting good press, and I’m sure it was one of the reasons they recently moved into their new location instead of staying in the loft they previously had on Broadway. Needless to say, I was quite impressed!
Their store location is inside a big warehouse– the type of place you would normally see inventory stored in. However, on the inside the place looks quite nice, with only their furniture serving as the decor, unlike other stores which waste money on all kinds of gaudy shenanigans which only detract you from what you are looking for. Immediately while walking through the doorway I was drawn to the contemporary black leather sofa with very good, sharp lines, and knew I was at the right place.
Erin and I browsed around, and made it through pretty much the whole store looking at all of their high quality, contemporary furniture goodness before being approached by a salesperson (thankfully). She was very friendly, and mostly let us know about how the tags there worked, and a few other things:
- Tags with green bars at the bottom are pieces which they have in stock, and you can walk out the door with
- Plain white tags are items which had to be ordered, which could take 4-8 weeks to get
- The pieces which have to be ordered are fully customizable! You can choose different finishes, materials, colors, etc. If you are someone who actually understands color, this is amazing.
- Lastly, on the back of the tags, it listed various accessories which were available for each piece, and I believe other options as well
I only went there with the intention of looking, but I did find the dining set I’d like to get. Hopefully I’ll be able to go back in a few weeks and order it.
If you’re looking for distinctive contemporary furniture in the Denver area for a reasonable price without any sales pressure, I highly recommend checking out The Furniture Room.
The Furniture Room is the bomb.
The Furniture Room is a scam. I paid for a new chair, and instead got a used beat up one. After two months of asking them to fix it they still haven’t. Period. Outside of taking them to court I have to recourse but to tell this story every where I can.
Don’t trust what they say. They have great deals. How? Because the scam customers out of their money.
DO NOT ORDER FROM THE FURNITURE ROOM!!! We ordered furniture in November 2007 with a delivery dated in December 2007. It is currently March 2008 and we still have no furniture and they will not call us or contact us regarding our order.
I am an employee of The Furniture Room and have been for the last year and a half. In that time the company has undergone many changes (the least of which was having to move from the flagship Santa Fe location). The company has gone to great strides to improve in the various areas wherein the store was found lacking. We are currently ordering only from vendors that can reasonably accommodate us. We have streamlined our ordering processes and been very selective in maintaining a staff (they have been treating us loyal employees exceptionally well) that is customer oriented- Service has improved immensely. We are confident that we are passed the things that once (rightfully) brought negative criticism.
Adam Marquez
WARNING:
I have had two awful experiences at The Furniture Room, one which has yet to be resolved because I can’t get ANYONE there to return my repeated phone calls! Absolutely wonderful customer service when you’re about to drop a couple thousand bucks, but NO FOLLOW UP, even with phone calls and e-mails, and I have since had to file a formal complaint with the Better Business Bureau to get refunded. By the way, The Furniture Room comes up with the Better Business Bureau as having an UNFAVORABLE record, including 10 formal complaints. The BBB website reads “Based on BBB files, this company has an unsatisfactory record BBB Definition:
unsatisfactory record – A company has an “unsatisfactory business performance record” with the BBB is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern BBB Definition:
pattern – More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company’s size and volume of business.
of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark.
with the BBB due to unanswered complaints. The company has resolved BBB Definition:
resolved – The company resolved the complaint issues.
some complaints presented by the BBB, however, the company did not respond to other complaints.
BUYER BEWARE: The Furniture Room SUCKS!
I agree with Tim, The Furniture Room is a scam. I ordered a bed over 9 months ago. They finally called to say it was in, I had it delivered and it was the wrong bed. I returned the bed and am still waiting for a refund, despite a 2 month run-around. I’ve spoke to everyone, Erica(the store manager) and Huron(the owner) and still have not got a respond, or even a phone call back. I finally disputing the charge with my credit card company after months of… “the check is being processes”. I will never buy from them again. Saving a few dollars is not worth the horrible customer service.
Wow, looks like there is a lot of recent activity about the Furniture Room on my blog. Anyhow, this is a very old entry, and I have to say my opinion has changed about the place.
Basically I think it’s overpriced (the prices have went WAY up since their young days at the Broadway location), and that the whole ordering game is BS because I don’t feel like you should have to pay for something and then get it MONTHS later. I’ve pretty much written it off.
Sarah,
Who is Huron and how can I get in touch with him? I wouldn’t expect a call back, of course, but the least I can do is write him a letter to discuss our frustrations with his store. What a disaster that place is…
Come on guys…. Read their contract!!! it’s all there. I too had to wait long for my furniture to arrive, but the customer service team was nice and kept me inform all the time. They even compensated me very generously for waiting. I understand that 12 weeks is a long time, but if you’re not willing to wait, dont order it!!! they tell you all updates are only estimated..it’s plastered all over their invoice…besides, WHO SIGNS CONTRACTS WITHOUT READING THEM???
I like their store, I like their service, my sales rep was awsome and i know that If what I order from there is not instock, it may take some time, however, they have taken care of me since day 1.
My opinion I know, but all I’d really like to say is read your contracts and THE FURNITUREROOM ROCKS!!!
Crystal,
My husband and I DID read the contract (I am an event planner…my job operates around contracts,) and have only been forced to take action after waiting 120 days and THEN being told that it could be up to 60 more days with no guaratantee. Information we would have loved to have known after already waiting 120 days with no one returning our calls to find out what was going on. Though you may have had a pleasant experience, and God bless you if you did (hmmm….maybe you know someone who works there, perhaps?) the overwhelming consensus is that they have miserable customer service and no follow up. By the way, TheDenverChannel.com USED to have The Furniture Room listed on their website as an A-list company and the feedback was all so awful on their blog so they’ve since removed them from the website. So we must not be the only ones having problems.
Crystal, I would love to know who helped you at The Furniture Room because maybe they can help me get my $629.00 refund that I’ve been waiting 33 days for (after Erica told me she’d take care of it on March 12th.)
Furn Room SUCKS. I ordered bedroom furniture on Jan 13th and they told me it would be 5 weeks. After 5 weeks I called and called, left messages etc. I just got in touch with someone who said that my money would be refunded through a cashier check going through their bank today. Very odd behavior in my opinion. They said it would be mailed out next Wed April 30th. I’ll keep you posted if it does show up. She did give me Jrnon Alonso-Balfico as the CFO contact but she would not tell me the bank it would be coming from. I will never ever buy anything from the Furniture Room. They SUCK.
Maureen -
The F.R. is closing and that is why you are getting your money back. I picked up my check last week. I learned from a friend they were closing, no one mentioned it when they called to say I would be getting a refund check. Just glad it is over, I’ve been battling these idiots since Oct. ’07. I highly recommend Room & Board in Cherry Creek. They have good, qualiy furniture and it is reasonably price … and I HAVE gotten everything I ordered from them promplty.
Good luck job hunting Adam, you seem like a loyal employee. Annie was great too, your down fall, as far as employees goes, was Mary in customer service. Not good to have a snotty, immature person in charge of trying to sooth unhappy customers. She could care less and she should have been let go months ago. Sad how the once totally “it” furniture store went downhill so fast. I used to do my best to support small business but T.F.R. has change my mind on the front which is probably the greatest disservice they did.
Natasha –
How did you arrange to pick up your check? I still haven’t gotten my check and it was coming from a bank and now they aren’t answering the phone.
Thanks
Maureen
They told me to pick up my check tomorrow about a week ago. No one is returning my phone calls. Am I going to drive to Denver tomorrow to find out they are not even there?
What a nightmare!
They are finally going out of business which they so deserve. It is just too bad they ripped off so many over the years.
Maureen -
Haven’t read this blog for awhile so hopefully you have your check by now. Erica called and asked if I wanted my check mailed or if I wanted to pick it up. I said I would pick it up b/c I didn’t trust them to get it in the mail AND sent to the correct address. Erica did initiate the call. I did attempt to call T.F.R. a couple of times but no one ever answered. It was a money order so the funds were secured.
STUPID PEOPLE…THE BEST PERSON I WORKED WITH WAS ERICA. SHE WAS THE ONLY ONE WHO LISTENED. MARY, WAS AN IDIOT, AND HERNAN COULDNT EVEN UNDERSTAND WHAT I WAS ASKING OF HIM. GO BACK TO WHERE YOU CAME FROM. AS FOR THE OWNERS, I LEFT THEM 8 MESSAGES AND NEVER HEARD BACK FROM THEM. MY SALES REP ADAM WAS GREAT AND HE WAS REAL AND LET ME KNOW THE TRUTH. HE TOLD ME THE OWNERS SKIPPED OUT ON THEM AND LEFT THEM TO DEFEND THEMSELVES. I FELT BAD FOR ERICA AND ADAM. CAN YOU IMAGINE, 150 PEOPLE YELLING AT YOU EVERYDAY BECUASE THE OWNERS WERE M.I.A. GOOD LUCK TO WHEREVER YOU BOTH END UP. THANK GOD THEY CLOSED!!!!!!!!!!!!!!!!
I got my refund in the form of a cashiers check.
[Blog owners note: This comment appears to have came from an existing employee/owner/whatever at the Furniture Room?]
9/17/08
To contact the Furniture Room, write to:
Furniture Room
PO Box 200010
Denver, CO 80220
9/17/08
To contact the Furniture Room, write to:
Furniture Room
PO Box 200010
Denver, CO 80220
To say the owners were M.I.A. during the finals days is inaccurate. The time was spent making sure that all customers that had deposits with the company were refunded in full. Yes it was messy, but every customer was issued a full refund with certified funds.
If someone didn’t get their deposit back, write to:
Furniture Room
PO Box 200010
Denver, CO 80220
The furniture room is a joke. I would never order or purchase anything from this place.
They were a couple of guys with a good idea, then got too big for their pants. Greed took over, poor business planning after a couple of brilliant moves and short sightedness killed it.
They lost their way- started steering away from what made them popular, mod furniture at a good price. Instead wanted to be the 2nd Jake Jabs in town.
The reason your orders were taking so long was most likely because they were never placed. This was a common Jason and Brian tactic- if for some reason they needed to place a larger order to get the discounted price, they would hold off until the orders built up enough.
I worked there for a short time, and after I tried to get them to order a crazy cool piece from the Netherlands they argued that the shipping would be too much, even though I wanted it and was willing to pay. Then asking them to get an exact price, they just ignored my request entirely. Brilliant. An employee asking to make one phone call. Sorry I put you guys so far out.
I could go on about how cheap they were getting and the interior scandals which are a fun story, but if you knew what these guys looked like, any writ forcing you to envision them naked on the display furniture would just gross you out so I’ll pass…
After looking all over Boulder and Denver, we found a great selection of contemporary furniture at the International Design Center:
http://idccolorado.com/
Its a large showroom with a range of pricing. I was surprised at how comfortable the furniture is! We replaced a couch that we had purchased a few years ago at KC Furniture and are extremely happy. We get notified of some pretty good sales because we signed up on the website for the newsletter.
haha Brian and Jason
I worked there back in 2002-2004 in their heyday years and it was the best job i ever had.But……then they go with these managers that have no regard for people or the business. (warehouse manager Daryl from KC fine furniture).This clown got rid of all the founding employees who cared and replaced them with his other reject buddies from kc. Plus he was mexican and i strongly suspect it was also a race thing.I tried to warn Brian and Jason about this and they ignored me so thats what you get guys.