Sofa Express Complaint - POOR QUALITY & SERVICE
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.