I bought theater sectional from Chattanooga, TN store on May 11, and delivered in June The right piece (right recliner) is leaning heavily to the right along with the armThis piece along is a $piece and should not do thisIt actually leans away from the other piecesFrom rear you can see how bad the recliner and right arm leansI did purchase comprehensive plan for the extended warrantyI contacted them and was advised they did not cover thisContacted Furniture Row corporate office by email and received response from Angie JShe advised it is under warranty but they have NO repair people in my area (*** ** ***)She said I would need to bring piece into the store for them to look at it and see if can be repairedThe nearest store is miles awayI have no way of transporting this piece miles, waiting for them to figure out problem and then driving miles back to get it, IF they can fix it
Had a warranty issue that needed to be resolvedThe manufacturer will only work through a dealer but Sofamart was unwilling to helpBefore that I was told by an employee to bring the piece of furniture into the storeI drove miles in with it and was told to leave itGot a call saying nothing was wrong with itI asked to speak with a manager, they went and looked but said it was too old and nothing could be doneHe gave me name of manufacturerI called them and they said yes they will warranty it but I would have to work through Furniture RowI called regional manager and he said they never heard of this and refused to even call themThrough all this I was lied to by several employees and even the regional manager as to where and how my sofa was being stored while waiting for a resolutionThis is my worst experience with Home furnishings
I purchased a couch at the furniture row store in *** *** **, and had it in storage for about months still in the plastic while house huntingAfter purchasing a home and opening the couch I noticed a seam on the couch was loose and there was a holeI immediately called the store and was told by an employee a new cushion was being ordered right away and I should expect a call in weeksI waited weeks before calling back to which I was told by the employee they would check the warehouse for my new cushion and they would call me back right away the same dayI called in the next day to be told that my couch was discontinued and there was nothing they could do but I could file a claim with the warranty company that I paid extra forThe warranty company denied my claim stating that should be taken care of at the storeThe store proceeded to tell me there was nothing they would do for me and that I was stuck with my couch that has a hole in it that is not even a year old
I recently purchased a sonata sofa blast black ( futon) with speakers and was unable to get the speakers to work.I have contacted the store employee and told him of this problem and ( times) and still have not heard back.The purchased price of this sofa was $and I don't feel like I got my money's worthCan you help me please and thank you
This is a continuation of Complaint ID #***
On Saturday June 24th, I left a message with the regional manager ***He has still not returned my call regarding our issue
On Monday June 26th I spoke with manager ***She informed me now that a couch was delivered to them for us but it was missing piecesTuesday she called back saying the rest had come on another truck and scheduled us for delivery today, Wednesday June 28th
I got a call this morning from the delivery guys saying they had me scheduled but had no idea what they were delivering to usI said it is supposed to be a power reclining sofa that is being swapped out for the damaged one they brought us originallyThey get here and they have pieces of a piece sectional sofa to deliver to usAgain absolutely not what we ordered and not even the full couch even if we had ordered a sectionalThe delivery guys were very frustrated and knew theirs and our time had been wasted before they even showed up as
Purchased a complete LR set, sectional-tables, and of course....the warrantyAfter delivery delays due to mfgblah blah received my orderOh, and of course delivery and set up fee of $ Warranty $174.00/ delivery and set up $
Sectional has end recliners that are manual (didn’t want electric) and within the first year one broke, stopped operating and #was on the verge of breakingCalled the local store and was told to bring them in and they would evaluateWhat? You can’t have a service tech come out and possibly repair in house? No, we are not staffed for thatOKCalled corporate, they found staff to do it and lo and behold both pieces were taken back for repair Was not told when sold the warranty my responsibility to deliver my faulty junk back to them
One year later, NOW!, one recliner just brokeWith vomit in my mouth, called local store and again was asked to tote my sectional in for them to repair OR I could throw them another $and they’d do me the
Bought a $sectional from the Colorado springs locationAs with my previous couch from them, I asked for the year service planThe sales person evidently did not include itNow, just over a year later the couch is having issuesI overpay for their couches because of the year protection planThey claim they have no way of adding it after the factIt's not my fault the employee didn't do as I askedI would gladly pay for the plan
I bought a new sectional from the johnson city, tn location about six months ago After just two months of ownership I had some minor warranty work to be taken care of After months of calling every other day to get that work taken care of the sales rep there *** decides they are not going to fix the minor problems and to just give me new replacement pieces which I was fine with at the time After another month I go to pick up replacement pieces and was informed that the warranty was no longer valid on the replacements That to me was absolutely ridiculous Had they fixed my furniture I would not have had to exchange it They essentially were placing the blame on me I have been more than patient after months to resolve this issue only to be told by *** that the exchange pieces was how he put it "It is what it is" and that they were not warrantied as the other half of my sectional no matter what happened to them simply because they not me decided not to fix the warranty wo
I purchased a dining group from *** *** in ***I understood that it was " as is" but the chairs have continued to fall apart and degenerate without any abuseWe hardly use the setI want to return it for creditWhen I purchase the set there were a few minor scratches but the structure has degenerated for no reason
On 03/24/I purchased two (2) loveseats from Sofa Mart in *** ***, each costing $ They were delivered on May 12, to my home I was in the hospital at the time and unable to use the love seats Shortly after returning home on June 6, 2017, one of the mechanical recliners stopped working The loveseats came with a three (3) year warranty on the mechanical mechanisms (I have this in writing) I have made repeated calls to Sofa Mart and no one has showed up on the scheduled date and no one has EVER returned my telephone call If I didn't contact Sofa Mart, there would not have been any contact The last contact was on Tuesday, July 25, and I spoke with a manager who stated that the repair person would be at my residence on Thursday July 27,or he would contact me No one showed up and no contact was attempted (telephone records can prove this and someone was home at all times the entire week of July 24-
I purchased two Voyager recliners from Sofa City, Furniture Row, in Springdale, Arkansas They were delivered mid-March, 2018, and put together by the delivery people I love my chairs, but both chairs broke after three months I sent several emails to Customer Service (I am partially deaf and cannot hear on the phone) The last email sent on July My emails were totally ignored This is very bad customer service After weeks of being ignored, my husband fixed the chairs A major bolt was missing from one chair, and the other chair's bolt was coming loose I bought from Furniture Row, because they had a good reputation Customers really don't like being ignored Since my husband had to fix the chairs, all I want is for the store to acknowledge it is bad business to ignore customers If emailing Customer Service is just a "drop bucket" to appease customers, then that if even worse
I ordered a Sofa in March of I was told it was to take 6-weeks for delivery When this was delivered, it was missing a sofa cushion I was then told this piece would be reordered with all the pieces to be included 6-week later they delivered the wrong sofa Since this was a custom order, I then called the salesman to understand what the problem with the order was and why they keep delivering the incorrect piece He basically said the I ordered this incorrectly and that the sofa only came with cushions and this is why I am having such a problem I did not order it HE did He placed the order incorrectly He asked me to come look at the sales floor again and I told him I would not if it was ordered incorrectly, that was something he did, not me I want the sofa he delivered to me with cushions I spoke to the manager and she kept referring me back to the sales man who created this issue to begin with I have spoke several times to customer service and they ar
We bought a $2,couch and love seat set We were told delivery would be the following Tuesday On Tuesday we were called to set up an appointment and set up for the next day, Wednesday October 25th The love seat was the correct color, the couch was not! We went back and forth with the manager on duty, ***, and were told we could keep the wrong colored couch while they sorted it out to get us the correct couch We received a call back that the couch we had ordered would be in the following TuesdayWhen we told them that this was not acceptable as we had family arriving, they told us that was the best they could do and they would make sure to put a note in to have them deliver it on Tuesday, the same day the truck came in The following Tuesday we received a call to set up delivery There was no note that it was to be delivered that day So they tried to schedule us for Wednesday afternoon That did not work for us and they fought us on a morning delivery After much bac
Purchased couches and a rug from the Charlotte NC location in May, with delivery set for June 3rd The couch that was to go upstairs didn't fit around the corner of the staircase (one piece of the 2-piece sectional did, the other didn't fit by a couple inches)The delivery guys tried to lift the couch over the half-wall at the top of our staircaseThey caught the bottom of the couch on the half-wall, which chipped off the corner of the half-wall The delivery guys were apologetic and took pics of the damage to take back to their boss I understand things happen, and its not their fault it didnt fit, and they did the best they could to work something out (lifting over the half-wall)
They said that they would take the couch back with them and notify the company of the damages I'm OK at this point, and they say we should get a call within a day or two I also called the store on my own, and they apologized for the situation I was looking for a store credit so that we coul
I purchased a couch a few weeks ago and I have had the absolute worst experience ever! They did a great job selling me the couchThe delivery and every interaction has been terrible!!
I call the day before the delivery to confirm that my deliver was all set upI called because they advised me at the time of the sell that I would get a call the day before to get the windowWhen I called she was rude and told me that the “trucks are still out and they will call you if they have an issue”Next morning I wait for a deliveryI go out and get breakfast and start to worryI call again and then again rudely am told that they should be out soon (sorry for bothering you, just want to make sure they are coming)I finally call again since I have not yet hear anything and still have no couchThey tell me in a very accusative manner that “I missed the window and that the delivery people came and waited for me and they have pictures to prove it”
Okay, I am upsetApparentlyThey have my o
I bought my furniture brand new in December of 2015for over $months later the leather started to come offI went to sofa mart in April and they said they will send someoneI waited months and no one came so I went again in July and they sent someone to look at itThat person came end of June took some pictures and said sofa mart will call meI waited month but no one called so today I went to sofa mart to find out what is going onI talked to a ladie and she said they can not help meShe said it's not their fault we are sitting on it to much and the leather is coming offi don't think it's fair to pay for something $and its lasting for only monthsI will take a picture of the receipt when I bought it and picture what happened to it in months so sofa mart can't screw up anymore people
We purchased white leather sofas from Sofa Mart When we purchased them we were looking at several different sofas that would fit our needs We were working with the store manager with our purchaseWhen we were looking at these particular sofas we were questioning whether white leather has issues with stainingWe were told "No, that leather has come a long way from the past and we shouldn't have any problems with it But, if you do when you purchase the warranty on them they will cover any stains or rips in the sofas We were skeptical about the coverage and asked "any thing is covered?" And we were told yes, anything We asked if they had seen cases where they replaced sofas and we were told yes So, we went ahead with the purchase and the warranty purchase Several months ago we contacted Sofa Mart regarding stains on our sofas that would not come outWe were directed to the warranty company and filed a claim with themAfter doing everything the warranty company asked we
We purchased a loveseat and couch a 3-months ago from Furniture Row aka Sofa Mart along with two mattresses from *** ***We had an issue with the loveseat where there was black electrical tape placed over a hole in the bottom lower half of the loveseatI called they replaced that about a month after purchaseAbout a month ago I noticed that the “leather” on the couch was wearing down as if it looked worn many years not monthsWe called because we were sold a warranty for the couch and love seat “even if my kids, dogs, anyone etc ruined the couch they would fix it” per the salespersonWe were told after we called about the damage (no fault of ours) that the couch was discontinued and they no longer have that couchWe were also told that we were never to have been sold the warrantyThey are “very sorry” and would refund the warranty but not the full amount of the couchThis is unacceptable, I should not be expected to pay for a product that has failed us in the first
I paid for a couch in May and they continue to push delivery date back; it is now August 18th I just called and now they say the end of Sept or Nov
I bought theater sectional from Chattanooga, TN store on May 11, and delivered in June The right piece (right recliner) is leaning heavily to the right along with the armThis piece along is a $piece and should not do thisIt actually leans away from the other piecesFrom rear you can see how bad the recliner and right arm leansI did purchase comprehensive plan for the extended warrantyI contacted them and was advised they did not cover thisContacted Furniture Row corporate office by email and received response from Angie JShe advised it is under warranty but they have NO repair people in my area (*** ** ***)She said I would need to bring piece into the store for them to look at it and see if can be repairedThe nearest store is miles awayI have no way of transporting this piece miles, waiting for them to figure out problem and then driving miles back to get it, IF they can fix it
Had a warranty issue that needed to be resolvedThe manufacturer will only work through a dealer but Sofamart was unwilling to helpBefore that I was told by an employee to bring the piece of furniture into the storeI drove miles in with it and was told to leave itGot a call saying nothing was wrong with itI asked to speak with a manager, they went and looked but said it was too old and nothing could be doneHe gave me name of manufacturerI called them and they said yes they will warranty it but I would have to work through Furniture RowI called regional manager and he said they never heard of this and refused to even call themThrough all this I was lied to by several employees and even the regional manager as to where and how my sofa was being stored while waiting for a resolutionThis is my worst experience with Home furnishings
I purchased a couch at the furniture row store in *** *** **, and had it in storage for about months still in the plastic while house huntingAfter purchasing a home and opening the couch I noticed a seam on the couch was loose and there was a holeI immediately called the store and was told by an employee a new cushion was being ordered right away and I should expect a call in weeksI waited weeks before calling back to which I was told by the employee they would check the warehouse for my new cushion and they would call me back right away the same dayI called in the next day to be told that my couch was discontinued and there was nothing they could do but I could file a claim with the warranty company that I paid extra forThe warranty company denied my claim stating that should be taken care of at the storeThe store proceeded to tell me there was nothing they would do for me and that I was stuck with my couch that has a hole in it that is not even a year old
I recently purchased a sonata sofa blast black ( futon) with speakers and was unable to get the speakers to work.I have contacted the store employee and told him of this problem and ( times) and still have not heard back.The purchased price of this sofa was $and I don't feel like I got my money's worthCan you help me please and thank you
This is a continuation of Complaint ID #***
On Saturday June 24th, I left a message with the regional manager ***He has still not returned my call regarding our issue
On Monday June 26th I spoke with manager ***She informed me now that a couch was delivered to them for us but it was missing piecesTuesday she called back saying the rest had come on another truck and scheduled us for delivery today, Wednesday June 28th
I got a call this morning from the delivery guys saying they had me scheduled but had no idea what they were delivering to usI said it is supposed to be a power reclining sofa that is being swapped out for the damaged one they brought us originallyThey get here and they have pieces of a piece sectional sofa to deliver to usAgain absolutely not what we ordered and not even the full couch even if we had ordered a sectionalThe delivery guys were very frustrated and knew theirs and our time had been wasted before they even showed up as
Purchased a complete LR set, sectional-tables, and of course....the warrantyAfter delivery delays due to mfgblah blah received my orderOh, and of course delivery and set up fee of $ Warranty $174.00/ delivery and set up $
Sectional has end recliners that are manual (didn’t want electric) and within the first year one broke, stopped operating and #was on the verge of breakingCalled the local store and was told to bring them in and they would evaluateWhat? You can’t have a service tech come out and possibly repair in house? No, we are not staffed for thatOKCalled corporate, they found staff to do it and lo and behold both pieces were taken back for repair Was not told when sold the warranty my responsibility to deliver my faulty junk back to them
One year later, NOW!, one recliner just brokeWith vomit in my mouth, called local store and again was asked to tote my sectional in for them to repair OR I could throw them another $and they’d do me the
Bought a $sectional from the Colorado springs locationAs with my previous couch from them, I asked for the year service planThe sales person evidently did not include itNow, just over a year later the couch is having issuesI overpay for their couches because of the year protection planThey claim they have no way of adding it after the factIt's not my fault the employee didn't do as I askedI would gladly pay for the plan
I bought a new sectional from the johnson city, tn location about six months ago After just two months of ownership I had some minor warranty work to be taken care of After months of calling every other day to get that work taken care of the sales rep there *** decides they are not going to fix the minor problems and to just give me new replacement pieces which I was fine with at the time After another month I go to pick up replacement pieces and was informed that the warranty was no longer valid on the replacements That to me was absolutely ridiculous Had they fixed my furniture I would not have had to exchange it They essentially were placing the blame on me I have been more than patient after months to resolve this issue only to be told by *** that the exchange pieces was how he put it "It is what it is" and that they were not warrantied as the other half of my sectional no matter what happened to them simply because they not me decided not to fix the warranty wo
I purchased a dining group from *** *** in ***I understood that it was " as is" but the chairs have continued to fall apart and degenerate without any abuseWe hardly use the setI want to return it for creditWhen I purchase the set there were a few minor scratches but the structure has degenerated for no reason
On 03/24/I purchased two (2) loveseats from Sofa Mart in *** ***, each costing $ They were delivered on May 12, to my home I was in the hospital at the time and unable to use the love seats Shortly after returning home on June 6, 2017, one of the mechanical recliners stopped working The loveseats came with a three (3) year warranty on the mechanical mechanisms (I have this in writing) I have made repeated calls to Sofa Mart and no one has showed up on the scheduled date and no one has EVER returned my telephone call If I didn't contact Sofa Mart, there would not have been any contact The last contact was on Tuesday, July 25, and I spoke with a manager who stated that the repair person would be at my residence on Thursday July 27,or he would contact me No one showed up and no contact was attempted (telephone records can prove this and someone was home at all times the entire week of July 24-
I purchased two Voyager recliners from Sofa City, Furniture Row, in Springdale, Arkansas They were delivered mid-March, 2018, and put together by the delivery people I love my chairs, but both chairs broke after three months I sent several emails to Customer Service (I am partially deaf and cannot hear on the phone) The last email sent on July My emails were totally ignored This is very bad customer service After weeks of being ignored, my husband fixed the chairs A major bolt was missing from one chair, and the other chair's bolt was coming loose I bought from Furniture Row, because they had a good reputation Customers really don't like being ignored Since my husband had to fix the chairs, all I want is for the store to acknowledge it is bad business to ignore customers If emailing Customer Service is just a "drop bucket" to appease customers, then that if even worse
I ordered a Sofa in March of I was told it was to take 6-weeks for delivery When this was delivered, it was missing a sofa cushion I was then told this piece would be reordered with all the pieces to be included 6-week later they delivered the wrong sofa Since this was a custom order, I then called the salesman to understand what the problem with the order was and why they keep delivering the incorrect piece He basically said the I ordered this incorrectly and that the sofa only came with cushions and this is why I am having such a problem I did not order it HE did He placed the order incorrectly He asked me to come look at the sales floor again and I told him I would not if it was ordered incorrectly, that was something he did, not me I want the sofa he delivered to me with cushions I spoke to the manager and she kept referring me back to the sales man who created this issue to begin with I have spoke several times to customer service and they ar
We bought a $2,couch and love seat set We were told delivery would be the following Tuesday On Tuesday we were called to set up an appointment and set up for the next day, Wednesday October 25th The love seat was the correct color, the couch was not! We went back and forth with the manager on duty, ***, and were told we could keep the wrong colored couch while they sorted it out to get us the correct couch We received a call back that the couch we had ordered would be in the following TuesdayWhen we told them that this was not acceptable as we had family arriving, they told us that was the best they could do and they would make sure to put a note in to have them deliver it on Tuesday, the same day the truck came in The following Tuesday we received a call to set up delivery There was no note that it was to be delivered that day So they tried to schedule us for Wednesday afternoon That did not work for us and they fought us on a morning delivery After much bac
Purchased couches and a rug from the Charlotte NC location in May, with delivery set for June 3rd The couch that was to go upstairs didn't fit around the corner of the staircase (one piece of the 2-piece sectional did, the other didn't fit by a couple inches)The delivery guys tried to lift the couch over the half-wall at the top of our staircaseThey caught the bottom of the couch on the half-wall, which chipped off the corner of the half-wall The delivery guys were apologetic and took pics of the damage to take back to their boss I understand things happen, and its not their fault it didnt fit, and they did the best they could to work something out (lifting over the half-wall)
They said that they would take the couch back with them and notify the company of the damages I'm OK at this point, and they say we should get a call within a day or two I also called the store on my own, and they apologized for the situation I was looking for a store credit so that we coul
I purchased a couch a few weeks ago and I have had the absolute worst experience ever! They did a great job selling me the couchThe delivery and every interaction has been terrible!!
I call the day before the delivery to confirm that my deliver was all set upI called because they advised me at the time of the sell that I would get a call the day before to get the windowWhen I called she was rude and told me that the “trucks are still out and they will call you if they have an issue”Next morning I wait for a deliveryI go out and get breakfast and start to worryI call again and then again rudely am told that they should be out soon (sorry for bothering you, just want to make sure they are coming)I finally call again since I have not yet hear anything and still have no couchThey tell me in a very accusative manner that “I missed the window and that the delivery people came and waited for me and they have pictures to prove it”
Okay, I am upsetApparentlyThey have my o
I bought my furniture brand new in December of 2015for over $months later the leather started to come offI went to sofa mart in April and they said they will send someoneI waited months and no one came so I went again in July and they sent someone to look at itThat person came end of June took some pictures and said sofa mart will call meI waited month but no one called so today I went to sofa mart to find out what is going onI talked to a ladie and she said they can not help meShe said it's not their fault we are sitting on it to much and the leather is coming offi don't think it's fair to pay for something $and its lasting for only monthsI will take a picture of the receipt when I bought it and picture what happened to it in months so sofa mart can't screw up anymore people
We purchased white leather sofas from Sofa Mart When we purchased them we were looking at several different sofas that would fit our needs We were working with the store manager with our purchaseWhen we were looking at these particular sofas we were questioning whether white leather has issues with stainingWe were told "No, that leather has come a long way from the past and we shouldn't have any problems with it But, if you do when you purchase the warranty on them they will cover any stains or rips in the sofas We were skeptical about the coverage and asked "any thing is covered?" And we were told yes, anything We asked if they had seen cases where they replaced sofas and we were told yes So, we went ahead with the purchase and the warranty purchase Several months ago we contacted Sofa Mart regarding stains on our sofas that would not come outWe were directed to the warranty company and filed a claim with themAfter doing everything the warranty company asked we
Spinal cord issue The sofa hurts my back
We purchased a loveseat and couch a 3-months ago from Furniture Row aka Sofa Mart along with two mattresses from *** ***We had an issue with the loveseat where there was black electrical tape placed over a hole in the bottom lower half of the loveseatI called they replaced that about a month after purchaseAbout a month ago I noticed that the “leather” on the couch was wearing down as if it looked worn many years not monthsWe called because we were sold a warranty for the couch and love seat “even if my kids, dogs, anyone etc ruined the couch they would fix it” per the salespersonWe were told after we called about the damage (no fault of ours) that the couch was discontinued and they no longer have that couchWe were also told that we were never to have been sold the warrantyThey are “very sorry” and would refund the warranty but not the full amount of the couchThis is unacceptable, I should not be expected to pay for a product that has failed us in the first