The Sofa Store Reviews (%countItem)
The Sofa Store Rating
Address: 1125 Cromwell Bridge Rd, Towson, Maryland, United States, 21286
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Purchased recliner chair in cloth material December 2019 fading and darkening by April 2020.
Purchased December 30, 2019 delivered 2/2020 - Problem started March 2020 - Order Number - XXXXXXXXXX - Model # - XXXXX-XX Power Recliner Prodigy II- Sales Rep - WIE FCG - $932.82 - Payment Method - card
The arms, seat and leg of the chair are fading and discoloring look like we've had the chair for 10 years.We explained to the salesperson the chair would be used daily so we knew not to choose a cheap fabric. Because we did not know the material it was the salespersons responsibility to help us select a material that could withstand daily use. When the repair person came out to fix the USB that last a month he said it was from the oils in our bodies. It was winter so we were wearing clothing that would not have touched the material of the chair so their answer was incorrect. I told the repair person I have other cloth furniture and used daily and it never turned like this in three month. He claimed this would probably not be covered under the warranty. I am requesting they either take this chair and refund our money or allow us to choose another cloth. The receipt says no refunds or exchanges I see why if they are selling material that will not hold up to daily usage.
We feel the warranty should cover the replacement of the chair, refund of our money or at the least helping us figure out and fix why this 6 month chair looks like it's 10 years old + without giving us an answer that it's our body oils as the problem or telling us know one else has complained about the chair. We are not complaining about the mechanics of the chair but the material of the chair.
We are sorry that the client is upset. I have seen pictures of the chair and we have sent out an independent third party technician. The chair basically still looks new aside from some very minor discoloration of the surfaces that are touched when sitting in the chair. We explained to the customer that this can easily be cleaned and we sent cleaning instructions. No commonly used surface anywhere can remain clean without being cleaned. Kitchen counters need to be wiped down. Automobile seats need to be wiped down. Furniture needs to be cleaned. The independent third party technician determined there is absolutely nothing wrong with the fabric. We're sorry that the customer does not feel that she needs to clean her furniture, but we have been extremely responsive to all of her concerns and the furniture is behaving as it should be.
Received incorrect pillows and they refuse to send correct ones.
Purchased a love seat that the picture showed came with pillows with fringe. Received love seat with pillows without fringe. Called and spoke to *** both Kristy and Jessica and both said fringe would be additional 60.00/pillow. Both of them acknowledged how misleading the picture is but refuse to make it right. I was even hung up on by Kristy. I feel very taken advantage of and it is misleading and quite bait and switch.
I just want the pillows with the fringe that match the couch.
Our client saw a picture of the sofa shown with a pillow with fringe. The list of options under the picture clearly show the fringe as "optional." We would have no way of knowing that she was expecting it to come this way as our display piece of this in the showroom does not have fringe and fringe was never discussed. We carefully review every order with our clients and the client signed off on the pillows as they come standard with a welt, not a fringe. When the client spoke to Christie, she was verbally abusive and our employees are instructed not to tolerate verbal abuse and to politely end a conversation when the person they are speaking to refuses to cease the verbal abuse. We have offered to order pillows with fringe for the client at our cost. We're sorry that nothing we have done will satisfy the customer, but we believe it is unreasonable that the client expects us to provide something that is not as we display it and that we could not possibly have known she wanted, especially with how we so carefully review and require sign off by the client on every aspect of our special order sales.
The sofa cushions are falling apart at the seam, not part of normal wear and tear but poor material and/or defective workmanship.
Delivery date 5-14-2016 Sales order XXXXXXXXXX Acct XXXXXXXXXX
Purchased AFLEX SPECIAL ORDER SPEC ORD @ $1,597.00 (Visa)
XXXX-XX VAIL SOFA IN XXX-XX, PILLOWS XXX-XX, DUSK FOOT
The sofa seat cushions are falling apart at the seams. Everyday there are new seam tears that are not due to wear and tear; they are at the cushion side stitching where no one sits. Every time you sit the material tears from the stitching so sewing (repair) is not a remedy and will not work because it would constantly need sewing. Pictures have been taken to show over time the progression of the tears at several places on the seat cushion. Seat cushions should not be falling apart after only years, with only 2 adults using the sofa. The Sofa Store is requesting that I purchase non-matching material (they discontinued the original material) and I PAY to have new cushions made that will not match the original material on the sofa. They will not take any responsibility for defective material and/or poor quality material they sold.
Since they can not replace the original sofa cushion material as it is discontinued, and the sofa cushions are falling apart only after 4 years due to defective material or workmanship, I should not have to pay for new non-matching cushions due to their defective product. If the material were still available new matching sofa cushions would be acceptable. However, I should not have to accept mis-matched sofa material due to their defective and poor workmanship product. I am requesting the entire sofa be upholstered.
The warranty on the customer's fabric is for one year. The manufacturer offered to make replacement seat casings at no charge in a complimentary fabric/color, which was not acceptable to the client. The Sofa Store offered to sell the customer a replacement at 30% off, as the furniture did not last as long as it should have, but did provide 4 years of use, which has value. The only thing that would satisfy the customer is new furniture at no charge, which was not something that either the manufacturer or The Sofa Store felt was warranted considering the customer got 4 years of use out of the furniture. The Sofa Store and Flexsteel, the manufacturer, feel that we have have offered the client multiple fair options. We are sorry that the client does not agree that the options offered are satisfactory.