Sofa Express - Page 2

20 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Poor service and uncooperative
Posted by on
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 compamy 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.
Add reply
Don't bother!
Posted by on
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 going to 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!
Read 3 RepliesAdd reply
User Replies:
Skye on 12/03/2007:
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.
furnitureman on 12/03/2007:
Sofa Express just declared today they are starting to close all store starting Tuesday December 4th. You can read the article at
yoke on 12/04/2007:
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.
Close commentsAdd reply
Should be out of business
Posted by on
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!
Read 2 RepliesAdd reply
User Replies:
killerklown on 10/26/2007:
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?
dolphinmed on 11/01/2007:
all the Sofa Express in atlanta are out of business..
Close commentsAdd reply
Don't bother paying for stain protection!!!
Posted by on
ASHEVILLE, NORTH CAROLINA -- My DH and I purchased the "Comfy" couch and chair in October 2006. We have three kids and specifically asked the salesperson about this couch and the fabric. He said it would hold up great to the kids and with the extra stain protection the fabric would just wipe clean. Well, that is soooo not true!! The salesman and the delivery guys told my husband and myself to just wipe spills, etc with a damp rag to clean. Well, after I noticed discolorations on the fabric and after I was finally able to get through to customer service at Sofa Express, they said my fabric cannot have water on it. Hello!!! That is what we were told by the salesman and delivery guy to do and now you tell me that water will ruin the fabric!?!?!?!?? They sent a technician to "clean" the furniture. He made it worse and none of the spots came out! Then, he had the nerve to tell me that "baby spit" is not covered under the stain protection.

Well, then why would a salesman recommend this fabric and protection to a family of 5 whom were all present at the store when we purchased the furniture?????? Not only is our couch and chair covered with spots and stains, the cushions are losing shape and it has not even been a year yet!!! They did finally send a new back cushion for the chair to replace the one that lost it's shape the worst. Now, the new cushion has not even been on the chair for a month and it is doing the same thing!!! Sofa Express is a sorry company!! They will not stand behind their products.

Now I have a couch and chair that is not even a year old yet that looks TERRIBLE!! $1500 of TERRIBLE!!!!
Read 7 RepliesAdd reply
User Replies:
Anonymous on 10/03/2007:
"Well, then why would a salesman recommend this fabric and protection to a family of 5 whom were all present at the store when we purchased the furniture??????"
Because he's a salesman. Once you sign on the dotted line, he doesn't give a rat's patootey about you or your sofa.
Anonymous on 10/03/2007:
What are the ages of your 'family of five' ?
Sounds like your family is sloppy and out of control ?
Good luck.
jktshff1 on 10/03/2007:

DebtorBasher on 10/03/2007:
I don't believe in the scotchgard or any other stain protection because how would you know if they really did anything once they charged you for it?
Anonymous on 10/03/2007:
Ritchieboyz3, I live here in Leicester and when I got here a few years ago I went to Sofa Express and they were rude to me, talked down to me like a man doesn't know anything about furniture, they did not get any of my business!

What I found out is you really have to watch it when you are buying furniture around here. There are so many places selling it you would think they would at least compete on prices, they don’t.

There are some good ones but you really have to watch them too.
There is a good one on Leicester highway, I don’t remember the name though and there are some OK ones in Hendersonville too.

All I can say is careful and remember with three kids there isn’t anything but plastic that will not stain. Bin there, done that!

Good luck
jktshff1 on 10/05/2007:
Lid, another tidbit..all wood furniture can consist of particle board, medium density fiber board and any number of wood by products.
Be careful!
Anonymous on 10/05/2007:
jktshff1, very good point and I think particle board is the worst. Get it wet once and that's about all she wrote on that one.
Close commentsAdd reply
Poor quality and poor customer service
Posted by on
GREENVILLE, OHIO -- I don't know how this company is still in business. I picked out furniture from the Huber Heights store in Feb. 2006. I purchased two couches, a glider chair, and ottoman. This was all delivered the end of March. The glider chair was defective from the beginning. A service tech came in May and decided that he could not fix it. The company gave me credit for the glider and ottoman(since they match) to pick out something else, they said they could not give me my money back. I live an hour away, so when I finally got back to the store I picked out another chair. This was in Aug. Then they call wanting to set up a delivery time. They tell me they can only deliver to my area on Fridays. I can not take off work again so I told them to forget it. I have been calling customer service for weeks now and finally someone has called me back saying I have to take the new chair or keep the old one. This is after I called and told them to pick up this defective chair and give my money back. Oh, did I mention, this is OCTOBER 25, 2006. This all started in Feb. and I am still dealing with a broken chair in my house and they won't come pick it up and just give me my money back! I will never buy anything from them again. I would also like to mention that their couch is very poor quality and only lasts for about a year until you need to buy a new one. I still can not take off work on Friday to receive my new chair that they are saying I have to take or keep the broken one. I just want to be done with Sofa Express. I just want my money back and someone please come pick up this defective chair. I'll even leave it on my porch.
Read 7 RepliesAdd reply
User Replies:
Hugh_Jorgen on 10/26/2006:
They are offering to exchange the defective chair and you are blocking their attempts to do so - It's hard to blame them.
Anonymous on 10/26/2006:
doodlebug...Your review inspired me. I'll never be the same.. Maybe to celebrate this cathartic event you should trust me and be number 20 on my trusted list.
Anonymous on 10/26/2006:
Stew, trust can be overrated in some cases.
Doodlebug on 10/31/2006:
Well whatever you think, I am sick of them and their furniture is junk. I would like to say that they are now coming to pick up the defective chair and giving me my money back. Thank you Sofa Express.
revengeofthenerds on 02/08/2011:
jktshff1 on 02/08/2011:
revenge, I apologize in advance, but I would suggest you cut the caps. Your reply is difficult to read.
biomajor on 02/08/2011:
Revenge, I would suggest that you check the dates on the complaints before you post ;) I'm sure that in the last 4 years they have resolved this in some way.
Close commentsAdd reply
Problems with order from start to finish
Posted by on
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 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?
Read 1 RepliesAdd reply
User Replies:
tisha on 04/12/2006:
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 didn't 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 sidekick 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 existent 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.
Close commentsAdd reply
This company is TERRIBLE!
Posted by on
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.
Read 1 RepliesAdd reply
User Replies:
ethics and morals on 08/19/2007:
If I were you I would tell them to cancel your entire purchase and never go back.And read the fine print on your invoice very carefully.
Close commentsAdd reply
Customer Service/Delivery
Posted by on
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.

Read 6 RepliesAdd reply
User Replies:
Anonymous on 07/18/2007:
If the store is local(I'm assuming it is),go in,and speak directly with the person in charge.
I think they should at least give you some information as to where your order is.
Hope it all works out for you.
MillieMiddle on 07/19/2007:
I did go the store (over a week ago) and speak to the sales rep about the damaged furniture. He said "trust me, my job is over, the delivery personnel should handle the damaged furniture replacement".

Meanwhile, the number the sales rep gave me was not for my area of delivery, and the other number I was given from my first attempt was only voicemail & no returned calls.

After these efforts, I've tried to speak to the Manager of the Store, he won't return my calls. I've also tried to speak to the sales rep, he won't return my calls. I believe, this is a dead-end situation. Why should I drive 20miles again to the store to be blown off.

Any company that sales over $2,000. worth of merchandise should follow-through until delivered. I don't care if the sales rep thinks it is his "job" or not. A good company sales rep would follow through.

Very poor Customer Satisfaction. The sales rep put all the responsibility on my back. I don't know how to find a number to speak to a person about delivery. The sales rep would only know that. I don't know an email address for the delivery warehouse. The sales rep would only know that.

I am not going back into the store to have a sales rep to give me another wrong phone number. Why didn't he call when I was there before? BECAUSE SOFA EXPRESS DOESN'T CARE ABOUT YOU AFTER THEY HAVE BEEN PAID.
DRebekah on 08/08/2007:
have you ever talked to the manager himself? I have to wonder about this or have you just left messages with the customer service people?
MillieMiddle on 08/09/2007:
"I have to wonder about this"?? I don't believe you completely or thoroughly read my post. Sofa Express store local manager DOES NOT return my phone calls, the sales rep (who I spoke to directly) said "trust me, my job is over, it is the delivery department's problem".

Since Sofa Express is a national chain of stores, the problem should be handled at a higher level. Corporate is no better than the local store. They obviously have management problems. So...I wouldn't be too quick to say "I have to wonder about this". WONDER no more, Sofa Express will never get me as a customer again. Perhaps if you review the Company's rating below you will see that of 180 voters, Sofa Express only received 1 & 1/2 stars. With that rating, I would rethink making off the cuff, shooting from the hip statements as "I have to wonder about this". Your comment is annoying, and DOES NOT contain any useful and helpful information.
DRebekah on 08/15/2007:
wow ranting and raving at someone is no way to get anywhere in life, you should try to calm down a little bit. I am entitled to my own opinion on Sofa Express ... I have read the post and the other posts and happen to notice most of them are from states other than Florida and with the way the customer service people are at the counter I wouldn`t be surprised if the manager never got your message as I have encountered that problem before and your sales rep was idiot and liar as most sales people in any business are. so do not go shooting off at me for asking if you had left a message with someone besides the customer service staff but it is your decision not to go there and I never said there was a problem with that I`m 100% for when something goes down that`s messed up to take your patronage elsewhere but all I am saying it is not fair to blame someone with lousy staff that can`t take a message... blame the company not the manager who has probably never even seen a message with your name on it.
ethics and morals on 08/19/2007:
When you shop elsewhere for furniture be advised that all the mass produced furniture is pretty much the same crap.I've done upholstery for 39 yrs and can't believe what's on the market.If you want real quality have it built by a custom builder or reupholster an old oak frame sofa.It's very expensive but will last you 20 yrs.
Close commentsAdd reply
Poor customer service
Posted by on
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.
Add reply
Bad delivery
Posted by on
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.

Read 2 RepliesAdd reply
User Replies:
moneybags on 09/18/2007:
Send them the bill for the repair to your wall. Might work.
Anonymous on 09/18/2007:
Wow. Did this really happen ?
Close commentsAdd reply
Top of Page | Next Page >