Sofa Express

20 Reviews & Complaints

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Posted by LMS on 01/15/2006
FAIRLAWN, OHIO -- I recently purchased 2 sofas, which were delivered 11/18/05. I had to insist delivery people move old furniture for me as promised, which was done only after paying them. (Later told it was related to insurance concerns going up & down steps. I live in a ranch without steps.)

Sofas skirts were extremely wrinkled, back cushions disgustingly lumpy & without sufficient filling, seat cushions extremely HARD, and throw pillows approx. 1-1/2" thin. Upon sitting on sofas, my feet do not touch the floor which is key criteria and had been discussed with the sales assoc before placing order.

Went back to store and talked to asst mgr. After several phone calls & visit by service technician, I was informed seat cushions would need to "age" from 30 days to longer depending on number of people in household, how often used, pets, etc. The cushions would EVENTUALLY age & decompress anywhere from 20-30% over time.

Service tech quite surprised issue was regarding hard cushions. He advised most of his calls are "from customers that have had their furniture 3-6 months [only!] and the cushions are TOO SOFT." Apparently, cushion filling is a major issue with Sofa Express. When I expressed my dissatisfaction with quality, the Service Technician immediately walked out without another word! Rescheduled service later for 9-12 AM; called at 11:00 and told they would be there at 1:00; waited until 2:30 and left home. Service showed up at 3:05 PM

Contacted local store again same morning to arrange return of furniture. Eventually told mgr & asst mgr "not available" and that "it didn't matter any way as your [my] account was closed." I called service center to pick up furniture and customer care representative told me it was "up to the consumer" to ask questions regarding filling." I responded that I specifically did inquire as to filling and she told me there is a label under seat cushions explaining the density issue. I pointed out a consumer wouldn't have this information until AFTER THE FACT and she advised she had other customers to deal with and ended the call.

I feel I was a victim of bait & switch as the showroom furniture was not indicative of what I received. The mgr, asst mgr, and customer care rep all told me it was unreasonable to expect a new couch to be as comfortable as the display sofa which was 3 yrs old. If the showroom furniture isn't representative, why let customers sit on them? Would you buy a mattress and, after it was delivered, find it acceptable to sleep on it for a few months before it would be comfortable? Why should this logic apply to a sofa?

The furniture is uncomfortable for my husband and me to use on a daily basis, I am EMBARRASSED for visitors to sit on sofas,and I am ASHAMED I fell for this bait & switch tactic.

Thing twice before buying anything from Sofa Express.

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Posted by Totally Pist on 2006-05-08:
I have dealth with Sofa Express & their LOSY Customer Service, the Tech, Is a JERK.. Said he was gonna do this and that "NOTHING".. I bought a theater seating set and the cushions DO NOT Fit.. Try 2 2/4 Gap in the middle two cushions and Supposed to replace my Ottoman... NOTHING..
It was in Sept.05 when I ordered and STILL have the cushions that don't FIT... Imagine that.
I told them I want my money back, argued till I'm blue in my face... Wave 3 was gonna investigate, but NOW I can't Get ahold of anyone... RIP OFF.
Now I'm stuck with a 1500.00 Theater set, that has a gap in it with an ottoman that they spilled something on, and "was" going to replace..
I can't believe that they get away with doing their customers like that.. It's Unreal...
Posted by ethics and morals on 2007-08-19:
I would suggest you take your cushions to an upholsterer and purchase your own foam so you know what you've bought.I used to work at SE as a service tech.Some of their cushions can be upgraded at your cost,but from my experience with their foam,my opinion is it's all crap.
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Posted by CardamS on 03/29/2006
COLUMBUS, OHIO -- --My e mail to the CEO, Mack Peters,
I have found out later that Sofa Express is no longer owned by the Quinn Family as of a few years ago. Now the Kalussner Company owns this company.--

Mr. Peters:

I am contacting you as a courtesy to inform of the experience I am having with your firm. I have the ability to relay this information to Randy Quinn, however do not have the strong desire to trouble a good friend with this issue to achieve that.

This is the letter I will be using to communicate the details of the last 3 months interacting with your Polaris store manager Pam and district manager Stewart:

I would appreciate your help to communicate the most insulting retail experience I have ever had. The story I have to tell concerning a local furniture sales firm is quite unbelievable, but true.

On new years eve 3 months past I had just moved into my new home and needed to find furniture to furnish it. Having shopped around for about three months prior to this time, I knew the pieces I wanted to purchase. I arrived at Sofa Express located on Polaris Parkway in the afternoon and selected 2 chairs, couch, coffee table, two end tables, two console tables, and a dining room table with 6 chairs. When purchasing these items I was told when it came to the fabrics which I desired to have custom ordered on two pieces would arrive straight away if I did not do so. In the interest of furnishing my home prior to a pre determined house warming party I agreed this was a good idea. The service I received was good. I set up for a six month/same as cash account to be set up with Beneficial (whom has been great and very professional through this whole process) with was a promotion the store was offering at the time.

After ordering I had been notified that the couch, one chair, and the dining table would be delivered the following week. The other items I ordered to obtain quickly were out of stock now and would be delivered as soon as possible. After one month I finally received all the items I purchased. Granted these type of things happen, I was not excited about the way all of this was handled and I did not have all my furniture for the party but no big deal.

The big deal began when I found that Sofa Express had set up two different loan accounts for me. One which I signed up for and the other being completely set up with out permissible purpose. Understandably I was not pleased knowing that until these accounts are at 50% or lower of their respective balances the extra account harmed my credit score. After finding that Sofa Express cannot do anything about this as the loans had been processed, I was now less then pleased with my experience. If this stopped there I would not have reason to contact you, however:

Now I find that the 2 loan amounts total to almost $1,000 more than the price of the combined furniture. I called a representative at this store (Pam - store manager) whom I had been speaking to quite a bit, having to exchange 2 chairs and my dining table due to the fact that they were either damaged or not assembled properly. Pam already had built quite a poor reputation with me so far of not being reliable and needed to constantly be followed up on to ensure my exchanges would actually happen and I would know when they would be delivered (this is where this story may seem a bit far fetched) as she had a tendency to set up deliveries without my knowledge. I informed Pam that I was being overcharged and later that day I called back to check and she ensured me that the issue was corrected. Know that by now Pam makes it no mystery telling in her demeanor that she does not want to deal with me anymore as my issues had become many.

It is mid February and I find that my accounts are still over charged by calling the financial institution handling the loans and confirming after being assured a week ago by Pam this was taken care of. I now have had enough of Pam and have moved on to corporate, my new contact now, district manager Stewart. Stewart got the overcharge taken care of and is quite apologetic and openly frustrated with his employee. We are now also at my 4th dining table. which turns into the 5th, 6th, involving more issues with the lack of responsiveness of the Polaris store, more open frustration on Stewart's part and now is where I come to you for help. Between table 4 and 6 I had still been sent back to the Polaris store to have deliveries set up and received the same treatment as prior, no call backs, having to call the store 2 and 3 days after initially speaking to Pam to inform of the newest defect. It is now to the point that the delivery personnel are finding the issues before even bringing it in my home, presenting them to me, and I confirm and apologies that they had to make so many trips.

Last night I received a call from Pam again stating that they would like me to travel to their warehouse to pick a table that would satisfy me. Their sentiment was that I have had many tables they cannot find issue with. Remember it was their drivers whom found the last two issues.

In speaking to Stewart about this minutes ago I find that now he simply desires to take the merchandise back and wash his hands of me.

This is an experience which has been appalling damaging, and wasteful.. I need to share my story about this experience to shield potential buyers from the possible frustration this store may cause them. Can you help me?

""I am sad to inform you that your personnel have gone from unreliable and inaccurate to blameful of other departments and direct subordinates. A pure debacle.

Thank you for your time

After much more time and effort was spent on this problem, 2 months after this post I now finally have the furniture and credited $500.

To be fair I wanted to post this fact.
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Posted by CardamS on 2006-04-11:
I am still waiting to have this issue fully resolved. No response from the CEO and today after work I get to travel to their wherehouse to pick out a table that is not flawed.

An interesting note, Stewart (mentioned above) in our last conversation made the statement. In reference to the table I purchased, (remember my compliant being that the table had flaws, scratches, or varnish issues) stated that "when purchasing a Hugo, you should not expect a Rolls Royce".

Now mind you the only reason I went through so many tables is directly due to the fact that Stewart mentioned I should make sure I have the table replaced as a set (main table and leaf) and weather I am spending 10 dollars or 10,000 dollars quality should be expected.

I bet the rest of Stewarts collegues would be excited to know that his main reflection of SE's product is like that of a Hugo......WOW.
Posted by CardamS on 2006-04-25:
Ok, after visiting the wherehouse on 4/11 and selected a table for delivery. Yesterday I finally received a call letting me know the table will make it to me on 5/4.
Posted by CardamS on 2006-08-02:
Update, $500 in compensation later I feel ok about this situation.
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Living Room Furniture
Posted by Jupiter on 08/31/2005
COLUMBUS, OHIO -- This is a copy of the letter I sent to Sofa Express:

I am disgusted with your product and your customer service. I have had nothing but problems since ordering and receiving your furniture. The legs were defective, the throw pillows were junk. The first service representative sent to our home was extremely rude and inexperienced. He also complained about his health problems the entire time. He was asked to leave. He had also left a mess in our living room. My 3 year old daughter stepped on several staples he had left on the floor. We had left at least 2 dozen messages with the customer service center, with no return calls. We finally received the replacement legs and pillows for the furniture. The replacement pillows were in worse shape than the originals. After at least 6 weeks of waiting for a response in regards to the problems with the furniture, we resorted to going to the store where we had made our purchase. Only by explaining the problem to our sales representative, did we receive a phone call from the manager of the store. While on vacation, the manager called and asked if we had heard from customer service. We had not. We informed the manager that we had received our replacement parts on our return from vacation. The only call we received from customer service, was to schedule the service call.

Another service rep was sent to our home. He was extremely professional and experienced. He did his best to rectify the problems we were having. He replaced 4 legs on the furniture. One is still defective. He assured us we would have a phone call from the customer service manager, Jeff Smith, within two days. That, of course, never happened. We have finally received the second set of replacement pillows. They are in worse shape than the first set of replacements. I am now tired of dealing with your company. I spent thousands of dollars on supposedly quality furniture, and have received junk. I no longer want this furniture in my home. I want a refund of my money for the purchase of this furniture. If I do not have satisfaction this time around, I will have no choice but to take other measures.

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Posted by ethics and morals on 2007-08-19:
Read your fine print on the invoice,if you sue them you pay their legal fees.I used to be a service tech for them. Dan Altice was the(Service dept MGR) in the Groveport Ohio hub when I Quit last Feb.due to my ethics and morals.I couldn't work for a company who has none.Call and badger them every day till you get what you want.
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Poor Quality Furniture and Customer Service
Posted by LMS956 on 04/16/2006

I bought 2 sofas from Sofa Express (S.E.). Since I didn't want the cheap, shiny material that was stock, I custom ordered material, paid for stain guard and the $70 delivery charge for a total of $1200. Store manager promised the delivery people would move old furniture (not take it with them, just move aside). Had to bribe delivery people with cash as they said they weren't allowed to move old furniture due to insurance prohibiting moving furniture down steps due to accidents. (I live in a ranch house WITHOUT STEPS.) After pocketing money, they said insurance stipulation in effect for prior 2+ years but sales representatives still "promising" the service.

Before ordering sofas, I found a cushion on display that was extremely hard in comparison to other cushions on sofa. Sales rep & asst manager both told me that they had no idea why cushion was so hard, but IF a customer received such a piece, it would immediately be replaced with no questions asked. NOT SO!

Furniture delivered was embarrassingly poor quality -- seat cushions extremely hard and stiff, arms not fully padded producing wrinkles, my feet did not touch floor as they did in show room, back cushions flat, etc. FURNITURE WAS NOT AT ALL AS REPRESENTED IN DISPLAY ROOM. Furniture delivered at 8:30 AM and I was at the store waiting for them to open at 10:00 AM. My new furniture FELT HORRIBLE WHEN SITTING ON! When quality issues presented, sales rep & asst mgr said I couldn't expect my new furniture to look or feel the same as the display furniture as the displays were 3 years old. I was advised the display furniture had been "stuffed and restuffed" until they were at their current [comfortable] level. All new furniture is "expected to decrease in density up to 30%" within the first 30 days according to S.E. I was not advised of this fact when placing order. It basically means your cushions will decompress or "flatten out" approx. 2-3 inches "and then your feet will touch the floor!" Of course, then the seat cushion material will pucker and bag, you'll have to put in numerous calls to service, take time off work to meet them, or buy stuffing and manually restuff yourself, etc.

Pleas note that cushion stuffing and quality were discussed in detail before the sale and I was assured I would receive same quality as on display. It was only later that I was informed the stuffing was actually recycled Coke bottles and there was a decompression or "memory" issue with stuffing holding up. According to S.E., this was acceptable as they were "meeting manufacturer's specifications." When I pointed out that S.E. did not give me access to a mfg rep, they did not have mfg spec sheet available, and the only thing I had to go on was the display pieces, I again hit a brick wall with "we're in accordance with mfg specs."

After just a couple calls, the local store advised my account was "closed and would not assist me." The customer service rep put a notation on my account "DO NOT PICK UP" if customer requests return.

I filed a claim dispute with Visa, worked with the Better Business Burea, and again attempted to work with S.E. The customer service rep flat out REFUSED TO TALK TO ME. Instead she sent standard form letters to BBB that made it clear she had not even read the complaints or attempted to address the quality issue. It was strictly a matter of "CYA".

After researching on-line and reading the numerous complaints regarding both the quality and customer service from this company, I felt it was not worth the time, effort and FRUSTRATION of attempting to resolve this issue with S.E. I learned an expensive lesson ($400) regarding thoroughly reading anything that is put before me to sign. Even though I was assured when placing my order the "30% restocking fee was hardly ever charged" and the "if taken to court, customer MUST PAY S.E. court fees" clauses in contract were "just standard" this should have raised some major red flags. How naive of me!

With the advent of "Sofa Express and More" and the popular designer Genevie Gorder from Trading Spaces as new spokesperson, I foresee many more complaints regarding this company. Just wish I had checked them out on-line before foolishly ordering from them.

Regards - LMS

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Posted by MillieMiddle on 2007-07-18:

I feel your pain. Sofa Express is the most unprofessional company of its kind I have ever dealt with.

I regret that I did NOT do more research before purchasing from Sofa Express. The store manager, the sales rep, nor Corporate customer service cares or responds to your problems and concerns. They have been paid; therefore, forget about your satisfaction. Sofa Express does not care about customer satisfaction.

Posted by ethics and morals on 2007-08-19:
My suggestion would be to donate the furniture to a known charity and write the full purchase price off your taxes.Keep your invoice for tax time.
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Floor Samples - Ridiculous Policy!
Posted by LFried on 02/11/2005
COLUMBUS, OHIO -- The Sofa Express policy concerning floor models is the most ridiculous I've ever heard! I had just purchased 2 rooms of furniture from the store & wanted a coffee table to go w/ a couch. The table I wanted to purchase was out of stock. A new shipment from over seas was expected in 30 days or so. I asked for the floor model instead and was told that store policy is that floor samples will not be sold. I spoke with a manager and was told the same thing.......
If they sell the floor sample to me:
- It won't be available to other customers
- The store will have to wait 30 or more day to replace the sample
So, what I basically was told - "other customers" are more important than me (even though I had already spent a lot of money in the store)...that it's ok for me to wait 30 days for my coffee table, but it's not ok for Sofa Express to wait 30 days....and, that this store doesn't want my business...(I was encouraged to find a coffee table elsewhere!)Very disappointed in the lack of customer service by Sofa Express. They certainly don't value a good customer.
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Posted by Slimjim on 2005-02-11:
The only reason they want the piece to stay on the floor is they need it to sell off of. They may get 5-10 or more orders for that same table in those 30 days, whereas, if you take it, they sell it once until a new one comes in for show. Tells you it's a popular piece. If it was a slow mover, it would be tied to your car roof before you even paid for it.
Posted by Slimjim on 2005-02-12:
um no biz, you don't eactly have it covred. I corrected you, not agreed.
Posted by Slimjim on 2005-02-12:
I had nothing to say to you biz until you decided it was "covered". Poster wants to know why they can't get the floor model, I told them. If you weren't so smug and didn't attack me, maybe I would have let your "guess" slide.
Posted by Anonymous on 2005-02-13:
"plagiarize my thoughts" I don't think is possible, if so everyone would be guilty becauce "US" regulars all think you a putz!!
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Problems with order from start to finish
Posted by Winnie on 03/27/2006
I ordered bedroom and living room furniture in January, 2006 from your Mentor, Ohio store to be shipped to 2 addresses. When the livingroom furniture was delivered the delivery men forced the couch thru the door opening with no protection and ripped a whole in the arm. I pointed this out and they noted it on the bill and said someone would contact us. Meanwhile the veneer on one of the tables started to come off.All of this took place but no one came out to inspect until March. The bedroom furniture was delivered on March 3rd to my home. At that time I was told that something had tipped over in the truck and damaged all but the nightstand and the boxsprings and mattress. I sent it all back and told them to deliver it all at the same time. After finding out about the table with the veneer coming off I called the store and cancelled the bedroom furniture not liking what I have seen. The store representative came and looked at the sofa and the table and agreed that they should be replaced. On the day they were to be delivered - march 24th - I received a call informing me that the Warehouse had forgotten to put the sofa on the truck and all they had to deliver was the table.

We called the store to find out the reason they did not put the sofa on the truck was that it was discontinued but they would be happy to repair the sofa that had been delivered. At that time we told them to come and pick up everything and cancel the entire order. This entire order amounted to about $4300.00. I love your commercials but how can you people stay in business?
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Posted by tisha on 2006-04-12:
I worked for sofa express for not even a month. Within this month I had to make a decision to quit. I refused to lie or bend the truth or place blame on anybody else. There were so many customer complaints and the employees didn't even care. They did not take ownership they put the blame on the warehouse or the sales people never anybodys fault. I was so appalled when a customer called and spoke with me said the manager was supposed to call her and had not. When the higher up office assistant called the manager she told us to call the customer and tell her that the manager was in the emergency room and didnt know when she could be released. That moment is when I knew I was in the wrong company. I only worked there for a little bit and the training was horrible and they expected me to just know how to do everything. There is no commradary there. Every body talks about everybody. The managers side kick will get a person fired by nit picking every little thing. There turn over rate is ridiculous and I feel bad for anybody that buys there. I know I will worn my family and friends not to shop there. The organization is non existant and so is the customer service. But when the manager wanted me to lie or put blame on somebody else I decided I may not have a job but I still have my integrity.
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Don't bother!
Posted by Highly Irritated on 12/03/2007
NORTH CANTON, OHIO -- As newlyweds my husband and I wanted to purchase something together for our new home that hadn't come from either one of out past lives! We strolled on down to sofa express and fell in love with a couch almost immediately! We had to seek out a salesperson because none of them on the floor could be bothered with us...even though there was no one else in the store! So a manager came over as though we had just taken him from his nap, completely disshevled! We purchased the couch and opted for the free delivery! Bright and early that weekend we awoke as the deliverymen called (they were early!) that's ok! as they unloaded our exciting new purchase they carried it to our front door and said, "nope, it's not gonna fit!" they didn't even try! then they proceeded to look for another way in. for the second attempt they chose a window!!! What!!! are you crazy! but my husband calmed me down and they assured me that they knew what they were doing! while the man on the inside removed my window from it's frame the man outside walked up to the window and said, "nope I can't lift it that high!" So they left with my couch and didn't put my window back in!!!

I went to the store to complain to the manager who again acted as if he really didn't have time for this! and asked if my husband and father could try to get the couch in themselves...he said, "if you take this couch out of my store you're not bringing it back if it doesn't fit!" Rude! he advised that we go through the store and pick something that would fit! needless to say we picked another store all together!
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Posted by Skye on 2007-12-03:
By any chance, did you fill out any paperwork, that shows you guaranteed the sofa would fit? Lots of places do this, you should know your doorway measurements, to avoid this kind of aggravation in the future. This way, the new sofa you choose, will be able to fit through your doorway, just make sure you know the sofa measurements before you purchase it. The size is usually on the tag. Or you can measure the sofa yourself. Better safe then sorry.
Posted by furnitureman on 2007-12-03:
Sofa Express just declared today they are starting to close all store starting Tuesday December 4th. You can read the article at www.furnituretoday.com
Posted by yoke on 2007-12-04:
You can't blame sofa express. It is up to you to know if the furniture will fit. They can't magically make it go in the door.
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Should be out of business
Posted by Kathyann on 10/25/2007
ELYRIA, OHIO -- Absolutely the worst company service i have ever seen. I bought four chairs. The two we sit in are terrible one is a recliner, at two months old it appeared to be older than furniture that we have had for ten years from Norwalk furniture. the other is an oversized chair with ottoman, the cushion have been replaced, only to flatten out again within three weeks. the recliner is material over bare wood in a couple of places... buyer beware... you would be better off getting furniture from big lots or some discount furniture store. I spoke with these with repair several times, due to my health at the time and not being able to handle any stress, my sister took over trying to handle the problem with this furniture. they told her they could no longer talk to anyone but me. Knowing that I can not deal with telling the story over and over again, and trying to get results i have given up. the chairs were 2200 dollars. For this kind of money I would think that i should expect quality. I received junk, and upon paying for them they will go to the curb!

I will shop at Norwalk furniture for now on, or anywhere other than SOFA EXPRESS!

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Posted by killerklown on 2007-10-26:
First of all, $2200 for two chairs? Second, did you not sit in these chairs before buying them? Or did you just look at how pretty they were and how well they'd match your $3000 glider rocker?
Posted by dolphinmed on 2007-11-01:
all the sofa express in atlanta are out of business..
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Some Rude People
Posted by Nc27205 on 04/05/2008
GREENSBORO, NORTH CAROLINA -- We went to Sofa Express with quite a bit of money to furnish our whole house. Me and my husband are young and look it, and we must have walked by 3 or 4 people that worked there. Not one person said 'hello, how can we help you?', Nothing. We finally sat on a sofa and a young guy that worked there came over to us. When we first walked in, he was helping someone else. He was the most helpful person I've ever met.

But I have to say, if you don't look like you have money, you probably won't get noticed or welcomed. Too bad for the people that ignored us, we ended up furnishing our whole house!!
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Posted by Mrs. Fantastic on 2008-04-06:
Sofa Express (the chain) went out of business... I hope this wasn't the liquidator you bought from?!
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Living Room Sectional
Posted by Anjy on 01/21/2008
GREENVILLE, SOUTH CAROLINA -- My wife and I have been on the the lookout for a sectional for last 4 months and prefer a leather.

We have been to several furniture stores and accidentally came across Sofa Express. We went around 5:30pm and store was closing at 6:00. Were met by a very nice Sales agent and that was her first day on the job. We went straight for the leather sectional sofas. It was just the perfect sectional we wanted, the size, the colors, the double recliners on each side and the new sales rep really did not know much about it she called the manager who explained about the type of leather etc etc. Since the store is now under bankruptcy I bargained and the manager went away (usual sales tactics) and came back with a final offer that waa little high and I suggested, I need coffee and end tables and a Queen mattress. The lady said I had 10 minutes to decide since they were closing. I figured if they want the biz, they can stay late but they were in a hurry to get out. Anyway I told the rep, while my wife and I go measure the Sectional, start writing the ticket. While I was measuring, I noticed a big tear on the edges. I asked the rep and the manager and the Sr Manager. They said they had no idea and were sorry for not knowing about it.

I cancelled the order right than and told them I need to think about that and will be back tomorrow. Before I went back I checked the review site and boy I am glad I did not buy that sofa, I would have had almost $2000 in the toilet. Never the less, I decided I will call the store and make an offer of $1000 and I would take my chance since it was exactly what we wanted, the sales rep told me she just sold the sofa and I asked her if the poor people who bought the sofa saw the rip, She said she did and I highly doubt it. I am glad this people are out of business. I consider them to cheat consumers and not telling the truth. I know for a certain fact that 2 people ( manager and Sr manager) were aware of the rip on that sofa and hid the truth.

Honestly if the store was not closing at six, I probably would have missed the tear since I was supposed to pick the sofa the next day move my old furniture that evening. We were buying a lot of other stuff and we just let that go.

Thanks for all the reviews. People should stop going to Sofa Express.
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Posted by Hugh_Jorgen on 2008-01-22:
Since they denied knowing anything about it, I'm curious as to how you know "for a certain fact" that the manager and Sr Manager knew about the rip in the leather.
Posted by Mrs. Fantastic on 2008-01-22:
Sofa Express as you formerly knew it is not running that store any longer. That is a liquidation company. They are not sofa express employees, they are liquidators. Sofa Express is GONE, a liquidation company is running the going out of business procedures.
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