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The Sofa Warehouse Reviews (1)

Review: We purchase a sectional from this company less than three months ago and we are having problems with one of the cushions that does not fit right on the sofa, sagging so badly that you sink to the bottom and its getting worst each day making it impossible to sit on the couch with any comfort or enjoyment. It seems that the spring is broken or something. When I contacted the Ware House I was very unsatisfied with lack of concern wanting a picture. When I told them this would not be possible they said they would have to charge us $40 to come out a see what the problem is, plus another $40 to have it taken back to manufacture, and then another $40 to have it redelivered for merchandize less then three month old. To the best of my knowledge the springs are covered for three years. Then to top it off, we are to live without a sofa for the duration it takes them to replace it making it very difficult for us to live, since I am also 65 years old. We had a lot of confidence in this company, with it high claims of qualify, and we want them to not charge us for something that is not of any cause of our own, we did not cause the cushion to go flat and not fit the sectional properly.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want a technician, free of charge to come out and examine the problem, first hand, since it is not probable to take a photograph(as requested) to see what is going on, to fix the problem. We do not want to be without a sofa, that in the event a new one is re-ordered, we will keep the old sofa, waiting for the new one to arrive. We want the technician (free of charge) to set up the sofa to make sure it is not defected in anyway. If they will not work with us, then we want a full refund.

Business

Response:

Initial Business Response

We are a reseller of products not the Manufacturer of the couches. The Warranty that is provided is through the Manufacturer of the couch. For that particular couch, the cushions are warrantied for one year. Warranties do not cover any inspection or redelivery fee. We are not reimbursed for this. It is standard industry policy to have to charge for time and gas to go and review an issue. Unless a picture can be sent out to us in order save time. My associate [redacted] stated that if an entire couch has to be picked up and then redelivered it would be a total of 80 dollars, Not 120. It is 40 for the inspection and pick up and 40 for the delivery. It would require two people and the gas.... This is not a fee to make money it goes directly to the overhead in order to get this done. If an entire couch has to be replaced the manufacturer will not just give us another couch without the damaged couch. This is their policy and we can't do anything about it. This is actually a moot point though. If the issue is a cushion as stated from this complaint, then those cushions aren't attached to the couch and can be brought in and we can exchange them in the store. This is why a picture is extremely helpful in determining an issue. I apologize that there has been an issue and if the customer service wasn't where it should be during the phone conversation, but in a case like that a manager or myself could have been brought in to better help resolve this issue. We would like to help as best we can with the problem and if the seat cushion is brought in we can swap it with a new one immediately.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

We would like to bring the two cushions in for your viewing, and have them replaced by the manufacture. The sagging is one problem, but the other problem is the cushions do not sit close, snug together like the floor sample. We are willing to work with you. At first we thought it to be one cushion, but the one next to it has the same problem of sagging when you sit on it making it very uncomfortable for guests, and daily use of the sofa.Thank you for your response and effort to accommodate our needs.

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Description: Furniture - Retail

Address: 3541 Arden Way, Sacramento, California, United States, 95864

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www.thesofawarehouse.biz

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