Sofa Express Complaint - Glad Sofa Express is Going Out of Business!
INDIANAPOLIS, INDIANA -- My husband and I purchased a plain white wooden table and an over sized chair from Sofa Express on Dec. 31, 2005. Our salesman was great and very knowledgeable. We were told a specific delivery date for our furniture. (It was about 2 weeks away) I stressed that we needed the furniture by then b/c of a party we were hosting at our house. When the appointed day arrived, Sofa Express did not. After nearly 10 calls to their warehouse in Ohio, we were told that since their truck wasn't full, they couldn't make our delivery on that day and they couldn't tell us WHEN our furniture would be delivered. After many trips to the store, complaining to our salesman, and even him calling the warehouse and not getting anywhere, we finally got the chair (not the table) AFTER our party. My husband had to crawl into the delivery truck and help open other furniture b/c none of it had been marked. He also had to help bring it in the house b/c there was only one delivery guy. After much complaining about where my plain white table was, I got a call from a neighbor in my neighborhood I didn't even know. He said he was a delivery person for Sofa Express and he saw our address somehow in the system and HE would bring our table on his way home from work. When he delivered it, he didn't want to hear about my problems and left. When I opened my table, it was yellow, not white.
I had enough and wrote a scathing letter to the Better Business Bureau. The response I got from someone at their corporate office was extremely laughable. They offered me a 25.00 credit and an offer to "fix the table free of charge whenever it breaks." I wrote back and asked her if their tables just randomly broke?? I also told her in no uncertain terms was I accepting her offer b/c in my first letter I had told her I would never shop there again. During the same time we purchased our chair and table, we went to another Sofa Express to see what they had (prior to having any problems with the company) and found an end table and coffee table we liked.
Again, we had continuous problems, by being told that the coffee table was in, but not the end table (even though we found out later they were BOTH in stock)and they weren't able to give us a day when they would both be in. We asked for our coffee table to be delivered and they said they could only deliver them as a set. After all of this hassle and not getting anywhere with the parent company, my husband and I paid off our account with them immediately and have never looked back. I was elated when I saw a sign on their store today that said they were going out of business.