Sofa Mart

I have used Sofa Mart in the past and had a good experience. Things have changed drastically sense then. I went in to purchase a couch and recliner on 1÷5÷16. They offered to have it delivered that weekend. It is now over 2 months later (3÷12÷16 as I write this) and we do not have the couch or seat. We have called and talked to them several times and they keep telling us there is a delay with getting the couch and seat. Very frustrating! We have gone in person and pleaded with them to get a couch (we even offered to take the floor demo) and no luck.
I called today, just on a random chance that the couch might be in their warehouse, and guess what? It was! But they did not have the chair and won’t until late April. I asked if they could just deliver the couch (as we have needed a couch sense the day we went to pick it out — 2 months ago) and then deliver the chair when it gets in (whenever that is!) and they said maybe, but it would be a charge to deliver the 2^nd item at a later date. Pathetic. We are trying hard to work with them and just get at least one piece of furniture that we have been paying on for the last 2 months. We just want a place to sit!
I started to settle for letting them deliver the couch and then charge me to deliver the chair at a later date. I asked if they could give me an idea of when they could deliver the couch. They said they could tell me what day, but not what time. I am self employed and don’t get to take a day off of work just to wait for a delivery. If they could offer me an idea (morning, afternoon, night, anything!) then I could work with that.
All in all this has been the worst customer service /​purchase experience I have ever had at a retailer. I know what its like to run a business and offer customer service, I can empathize with them not having control over all aspects of this, but the lack of them trying to resolve this, the delay with getting a product (which we still don’t have a couch!) and them not offering to deliver the second item with out charge is pathetic.
I would do my best to recommend that you don’t shop here. Unless they have the product in stock and you have your own moving van. Then you might be able to purchase an item and take it home with you. What a waste of time for my wife, myself and even Furniture Row.

I bought a couch back in 2012 from Sofa Mart. I have loved the couch and the service is great with Sofa Mart. However I’m not happy with the warranty company, Great White Bottling. I bought the extended warranty called the «Complete Care Warranty» which is for 5 years, for $ 99. The paperwork I received from Sofa Mart on limitations of the warranty is extremely light, it is even just titled «Quick Reference» without providing me access to the full warranty details. It also has no information on who to call to submit a warranty claim. So in the last 8 months I have had a pet fluid stain happen on a cushion and the underside dust cover is torn, both from pets. I was sold the warranty by Sofa Mart for $ 99 specifically for the pet coverage. I had to call Sofa Mart to find out how to submit a warranty claim and they told me to call the phone number on the back of the box that came with my couch (the box of cleaning supplies) so it took me weeks to find that box and then I could finally submit my claim. So I submitted my claim to Great White Bottling Company and they rejected my claim stating «the warranty does not cover damage that is not reported in the required time to guarantee removal of the stain». Ok, fine, it would have been nice for the warranty information to have SAID that otherwise I would have submitted the claim much sooner. No explanation for not replacing the torn dust cover though. I just called Sofa Mart and spoke to an assistant manager who told me they carry the dust covers and I can go pick one up at their warehouse — awesome. I was able to swing over to the warehouse and the guy there was very friendly and helpful and showed me how to put the new dust cover on to make it last the longest. The assistant manager in the store said he would call Great White and try to get me a new pillow cover for the pet stain — he called me back today (next day, I’m updating my review now) and he was able to secure me a new cover free of charge. Overall, very happy with the assistant manager’s attempts to resolve this for me but I still rate the warranty packet that I received as very poor and ultimately I received nothing from my warranty claim through Great White so I am finding them to be quite useless and a waste of my $ 99.

I like the furniture I got but it was like pulling teeth to get it from them. i think it took two and a half months and I had to go down there to get it all. They wouldn’t deal with me over the phone (a lot of run around) I guess I’m not used to it because I usually go to American furniture warehouse and they’re quick!

Bought a couch here, couch broke a few months later. Was supposed to get picked up for warranty repair, I waited around all day, called several times and was assured the truck was coming, but of course the truck never showed up.
Edit:
The couch was eventually picked up on the second try (no phone call, they just showed up on my front door). I finally got through to the warehouse a few days later to find out the couch had been repaired. I have been waiting for it to get delivered back — scheduled a date/​time for delivery, left work early, nothing is being delivered, and the store doesn’t know what’s going on.
Follow-​up
Had to go pick up the couch myself. They claimed they ‘couldn’t find’ my house. On the good side, the repair seems to be OK and the couch is holding up.

Customer service for Furniture Row contacted me after reading my review and were very apologetic about my whole experience. They refunded the portion that I had paid for delivery so the extra star is for them trying to make things right.

We bought a cute sofa quickly. Went to pick it up at warehouse and it was damaged. The warehouse guy called the salesperson to get a discount for us to fix the damage ourselves. The salesperson said no, because the damage was not «structural». On a sofa, most of the piece is not structural. Asked for the manager, the warehouse guy said this was wrong and called back. Still no, not even a penny off. They did not have another sofa like it and told us to come back later in the week. We took a refund instead. Asked the salesperson why we should have to fix a brand new full price sofa ourselves and he repeated «it was not structural». Went elsewhere, found the same thing for less money and much, much better customer service.

We were happy with the service at the store and we elected to not have our furniture delivered until 1 month after we purchased it because we were having new carpet installed. When they delivered it, our TV stand and the 2 lamps were on back order — frustrating! But they were nice enough to give us a $ credit for our trouble (having delivery men on our new carpet TWICE!) Now I just noticed that the TV stand that was delivered in early December was really poorly made. Really bad quality control — and the one they sent me out yesterday to replace the first one was EVEN WORSE! Now, the upside to our whole experience was our salesperson, Ashley Woodard. She could not have been more helpful and responsive to our problems and concerns and recommend that you ask for her by name if you decide to buy furniture at Sofa Mart. She is going to check out the replacement TV stand prior to it being put on the delivery truck to make sure it does not have the shoddy workmanship that the first 2 did. Thanks, Ashley! You’re the best!

We made the mistake of purchasing a sofa set from Furniture Row and now I am dealing with a repair that needs to be made less than 6 months from the purchase date. NEVER buy anything from them they are terrible to deal with. Upon delivery of our furniture they tried to leave second hand furniture in my house. The delivery team mentioned that they do this to customers all the time. Finally got that squared up with a lot of calls and battles. Now I’m dealing with a repair and they did not show up on time as they said they would the night before. Such a headache!!!