Sofa Express Complaint - Poor Quality Furniture and Customer Service
FAIRLAWN, OHIO -- I WILL NEVER BUY FROM SOFA EXPRESS AGAIN. QUALITY IS HORRIBLE AND "CUSTOMER CARE" SERVICE IS NON-EXISTENT.
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