Sofa City
reviews and complaints

I went to a bunch of furniture stores before I finally ended up at Sofa City. I'm not that tall, so it was hard to find something that fit me just right. I went to Sofa City in a city called ***, ***, on August 8. I told the guy working there exactly what I was looking for. I was so tired when I got there that I just plopped down on a chair while he looked around the store. He found a sofa and loveseat set that seemed to be a good fit for me. I checked it out and it was perfect. The only problem was that the delivery charge was crazy high. But the guy, who I think works on commission, told me that Sofa City had another store in ***, ***, which was closer to my place. He said the delivery charge would be cheaper there. So I decided to wait and go to that store on Monday. When I got there, a lady helped me buy the set and set up the delivery. Both of the salespeople were really professional, helpful, nice, and friendly. They did a great job. Yesterday, the sofa and loveseat were delivered and they were in perfect condition. The fabric is really nice and they look like they're made well.

Very bad customer service. I bought a couch in Jan 2020 and got an extended warranty. They told me to contact the warranty company if I had any issues. I did that in Dec 2020. After not hearing back, I called the store. They connected me with the warranty company and found out that the warranty wasn't what I signed up for and I had to go through the store for my claim. The store then blamed me for being misinformed and the Store Manager Steve kept insisting that I was wrong about what his salesperson told me. He said they don't tell customers to only contact the warranty company. I reminded him that I was only going by what I was told and I didn't know it was wrong. He was very rude and made it seem like it was my fault for their bad product. I wouldn't shop here or trust any warranty they offer. Update: Steve called me back and said they could only offer $500 in store credit. While it's something, my couch is ruined because it's a bad product and it originally cost over $1200. Update: Steve, the store manager, called me back and demanded that I take down my review. He was very mean and told me to remove my review or he would take away the store credit. He acted like he did me a favor by giving me $500 in store credit, even though it can't buy a new couch or fix the one I have. I told him I wouldn't take it down and he became even more disrespectful, repeatedly telling me to remove my review. I felt threatened and bullied. I told him it wouldn't come down and I would let everyone know how he treated me and how bad their customer service is. He has called me three times now and each time the customer service has been terrible. I wouldn't recommend buying furniture from here!

I bought a reclining chair from Sofa City and it ended up costing me almost $1,500. There's some kind of chemical on it that's making me sick, making it hard to breathe, burning my throat, and hurting my eyes. All I wanted was for them to exchange it for a usable piece of furniture. I'm on disability, so saving money takes a while for me. The price of this chair is the same as my monthly income. It took me a long time to save up for it. They wouldn't do anything to help me. Two employees told me it was up to the store manager to decide if they would replace it. He said absolutely not. They have a no refund or exchange policy, which I found kind of funny because when I bought the chair, they said I had 20 days if something was wrong. It's been 22 days now, so I understand I went over the two-day limit. But now they're saying they won't take any furniture back at all. I'm not asking for a refund, I just want a piece of furniture I can use. I'm sitting on a broken piece of furniture because I can't use my new chair since it's making me sick.

I bought two pieces of furniture from Sofa City. I got a gray sectional for $1195.00 and a gray queen-sized bed frame with a headboard for $179.00. I didn't want to pay cash because I didn't want to use up all my money. The saleswoman told me about a financing option. I could choose to pay in 60 days or 90 days without interest. There was also a low-interest financing option with 3 to 5% interest over 24 months, but I didn't care as long as I didn't have to pay the full price that night. I applied and got approved for about $793.00 in financing. I paid the rest as a down payment, signed the forms, and left. I even paid for delivery. The payments were set up to be automatically withdrawn from my account every two weeks, which is when I get paid. The payments were $73.00 and some change. I made every payment on time. After about three months, I wanted to check my progress because I thought I should be halfway done with the payments. I hadn't created an online account until then, so I made one. When I logged in, I was shocked to see that I still owed over a thousand dollars. I was really angry. I immediately contacted the creditor, ***. The customer service rep apologized and said there was only one option to cancel the contract. They could pick up the furniture, and the payments would stop. But I wouldn't get any money back, not even my down payment. That's when I told them I would contact the ComplaintsBoard.com and file a complaint. I don't expect a full refund, but I hope I can at least get my down payment back.

On December 19th, me and my husband went to Sofa City on ***. We wanted an entertainment center. *** was the salesperson who showed us what they had. We told *** the wood tone we wanted because we wanted it to match our home. We even showed him a picture. We found one that matched perfectly. Later that day, I ordered it over the phone with *** and paid $931.81 for the entertainment center and a 5-year warranty. He said it would take a few weeks to arrive and I was okay with that.
We got the entertainment center on January 5, 2022. When we unwrapped it, we saw that it was completely cracked on both ends. The drawers were bent, the slides were loose, and the bare wood was showing. It was clear that the entertainment center had been dropped and damaged. I called *** right away and told him what happened. He said he would wait for another shipment and get us a different one. He said we could keep the damaged one until the new one arrived, which was fine because we had already sold our old TV stand.
In late January, *** told me that the other entertainment center was ready for pickup. I asked for it to be delivered since my husband works during the day and it wasn't our fault. He said it would be delivered. So on January 31st, 2022, we got the second entertainment center delivered. When we unwrapped it, we saw that the shelves in the glass doors were a different color. It was supposed to be brownish-gray, but it had red wood that didn't match. It looked out of place. Before the delivery person took the first entertainment center away, I took pictures of both to show the difference in wood color. The delivery person handled the first one roughly, probably because it was damaged. While checking the new one, we noticed three nicks on the front right. It was very noticeable. So now we had a second damaged one with mismatched wood. I contacted *** again and sent him pictures of the damage and the different wood. He agreed that it wasn't the right color and didn't match. He promised to wait for another shipment to replace it. I was frustrated but had no choice but to wait.
I received a few calls from *** saying they hadn't received any new shipments. Months went by and I thought they had forgotten about us. I called two phone numbers for Sofa City and left voicemails asking about our furniture. I waited patiently but never received a call back. I was frustrated because we bought the furniture in December and it was now April! So on Wednesday, April 27th, 2022, I texted *** to ask about the status. He called me right after and said they hadn't received any new shipments and he should have kept me informed. I told him we needed a resolution and he said he would talk to his boss and call me back on Friday. On Friday, I received a text from *** saying they had a TV stand with the correct color and for me to come in and check it before delivery. I found the timing suspicious but went to their back showroom to look at the color. I said it was better than the previous one with red wood. The man belittled me and said, "It's just wood!" Well, it's not just wood. I wanted what I saw in the store without damage. I felt like they didn't appreciate my business and didn't care about our situation. They said they would deliver it the next day. So on May 3rd, 2022, we got the third entertainment center delivered. My daughter and I unwrapped it and she pointed out a crack with black paint on it. I was heartbroken because it was in the same place as the first one. I checked for more cracks and exposed joints and realized it was the exact same damaged unit. They had just painted over the cracks and joints to hide them. I even compared it to the pictures of the original one to make sure. I was mad and felt lied to. I contacted *** and sent him pictures of the first and third units to prove they were the same. He was defensive and not apologetic. I told him I was insulted and irritated that we paid full price for a damaged entertainment center. I asked for some money back but they only offered a full refund. I didn't want a refund, I wanted the specific style of entertainment center without damage. I told them I would reach out to the ComplaintsBoard.com for help. They never responded. Days later, I got a voicemail from the store manager (Bruce) asking me to call him. I called him hoping for a resolution. *** was defensive, unapologetic, and unprofessional. He offered a full refund and to pick up the entertainment center. I told him I wanted the specific style and maybe a discount for the damage. He argued with me, talked over me, and hung up. I was shocked. I had never dealt with such a rude and uncaring company.
I had to finish my college finals and now I finally have a chance to write this. I kindly ask for your help with this situation. We paid $931.81 for a completely damaged entertainment center and they are not willing to give us any discount or money back after everything we have been through for the past 6 months. That's not fair. We are asking for 75% of our money back. 50% for the damaged price and 25% for our time and stress. We paid $931.81 (including the warranty), so 75% back would be $698.85. We would cancel the warranty and keep the damaged unit without any ties to Sofa City. I have included pictures for proof.
#1- Shows what we saw in the showroom with the correct wood color.
#2-4- Shows the damage on the first unit (completely cracked).
#5- Shows the mismatched wood on the second unit (left is correct color, right is red tone).
#6- Shows dents on the front of the miscolored unit (second unit).
#7- Shows the third unit, which is actually the first unit with black paint on the damaged area.
#8-13- Shows the black paint, damage, and internal crack they didn't fix.