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Sofa Express Consumer Reviews - Page 2

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Problems with order from start to finish
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I ordered bedroom and living room furniture in January, 2006 from your Mentor, Ohio store to be shipped to 2 addresses. When the living room furniture was delivered the delivery men forced the couch through 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?

Some Rude People
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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!!

Poor service and uncooperative
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AVON, INDIANA -- My husband and I purchased a sofa, chair, love seat, 2 end tables and a coffee table. After about 2 weeks, the chair started to come unsewn and tear under the cushion. the love seat stitching cam unstitched. We called for service and about a week later someone came out and restitched it. A couple of weeks later, the stitching came out again. the tech repaired it again by about 6 months, the stitching was out, the cushions have all lost their form. a board in the sofa was broken. and the fabric is rolling into balls and there are now holes. We complained to the company again and again only to have no return calls.

About a month before the warranty ran out. I made a complaint to the Better Business Bureau. WOW they sent someone out to take pictures of the furniture. We did not hear anything for about a month, we kept calling and were told the person who reviews the pictures is on vacation. We finally heard from BBB who stated the company said we abused the furniture. They did fix the broken board in the sofa but nothing else.

We have had this crap for 1 year, I have bought better looking furniture from garage sales. Our sales person stated, "I have have this same set, I practically live on the sofa, I even sleep on it. I have had it for 5 years and it still looks new." Bull S!! I WAS SO GLAD TO HEAR ABOUT THE COMPANY CLOSING I do not have the money to replace it so I will just have to deal with it.

This company is TERRIBLE!
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We ordered furniture from Sofa Express on June 23rd, 2007. The salesperson told us all items on the sales floor are considered stock items and are available for delivery within two weeks at most. We schedule delivery for June 29th--they call and ask to switch it to the 30th because another item would be in that was on back order. OK great. The delivery comes and it is about a fourth of our order. They bring two dining chairs and no table. The kitchen table and no chairs. HELLO--these are sold as a set?? They schedule another delivery and bring the rest of the dining room chairs--no table and the chairs for the kitchen table.

Still no sofa, armour, or dining table. Last week we get the sofa. I call about the table they don't have a delivery date. The manager offers to comp us with a different table. I drive an hour to the store--he wants us to pay the price difference in the two tables and offers to take a small amount off the new set. We cancel the order for the dining room set and tell them to come get their chairs. I am now sitting home and it is 5:20pm. My armour was supposed to be here by 5:15 today.

Delivery guys are rude, they scratched my door and walls all up and refused to give me paperwork to fill out. The management doesn't do anything to help us--I have taken 5 days off work now because of their deliveries... The regional manager doesn't call us back. The salesperson misinformed us on many different things. Needless to say I would NEVER shop this company again and I don't recommend them to anyone.

Customer Service/Delivery
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ORANGE PARK, FLORIDA -- Sofa Express delivered furniture that was badly damaged. Rescheduling has been a nightmare. Customer Service does not exist. The store manager and sales representative will not return my phone calls. Corporate Sofa Express is no better. Corporate customer service will not give me a name or number of someone with any authority to assist me.

Automated voicemail is all that I can get, AND, of course, my messages are not returned. Two weeks since my purchase and still no effort to redeliver the damaged furniture I rejected. Since Corporate Sofa Express is as bad as the local Sofa Express, I can only assume that complaints are commonplace. I WILL NEVER PURCHASE FROM SOFA EXPRESS AGAIN.

Poor customer service
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We have purchased furniture from Sofa Express in the past and have had positive results so we returned but were on a tight timeline. We were guaranteed that we would have our furniture by a certain date but as it neared that date no phone calls. When I called to inquire about the furniture lo and behold it was sitting in the warehouse for over a week but we had not been called about delivery. The next delivery date was a week after I needed it and when I informed many, many individuals at this company I was told it was not there problem the truck was full. So much for customer service from this company.

Bad delivery
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UNION, KENTUCKY -- I ordered a bedroom suite from Sofa Express 9/07. First, the delivery men were late for my scheduled appointment. Then they were cursing in my home about how bad they disliked their jobs. Finally, they put large holes in my walls going up my staircase and failed to inform me about this. When I called them out on the issue, they informed me that they "did not care about my walls." Customer service was apologetic about this, but failed to offer any kind of reconciliation.

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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.

Living Room Furniture
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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, **, 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.

Floor Samples - Ridiculous Policy!
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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 overseas 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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Sofa Express Rating:
20 reviews & complaints.
Contact Information:
Sofa Express
4600 S. Hamilton Rd
Groveport, OH 43125
614-836-4800 (ph)
614-836-4809 (fax)
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