Sofa Mart

I bought a sofa and chair back in May. I was told that because I didn’t want the fabric combination that was on the floor model it would be 6 – 8 weeks for delivery. 10 weeks later I still didn’t have my furniture so I called and was told it should be in soon. Then another week later I get a call that it’s coming in and they will call to deliver it. Then I get a call to schedule the delivery. I was told they couldn’t provide a delivery window until the night before, which I found ridiculous. I can’t take an entire day off work and sit at home waiting for when/​if they deliver. So after a bunch of phone calls they gave me a delivery window on Wednesday for 9 – 11 on Friday. I plan my meetings on Friday accordingly. 11 on Friday comes and goes and no one is here. No one has called. So I call the store. Then I get told they were «unaware» a delivery window had been provided and that the crew was still loading their day of deliveries at the loading dock. It’s past my time window for delivery and they haven’t even loaded up yet! I get told I’ll be given another call. Then I get called and told it was supposed to be between 9 and noon, which I believe to be a garbage lie to cover up that they never actually communicated with the delivery team on a schedule for deliveries. Even cable companies give you a time frame for delivery of services. At the onset I was called on a Tuesday and told if I didn’t take delivery on Friday it would be another 1 – 2 weeks before they could fit me in. If given more notice maybe I wouldn’t have needed a time frame, but I already had my week blocked out at work. I didn’t want to wait another 2 weeks for something already a month late either, but in the end I wish I had of never ordered from them to begin with.
End result, if you don’t mind waiting 3 months for furniture that they will deliver whenever they get around to it, even though you pay for the delivery, by all means purchase here. I don’t have the furniture yet because they still aren’t here, but the customer service alone is enough to make me wish I had of spent my 2k at another business. I’m willing to bet they aren’t here until 1 in the afternoon or later. Never again.

Great experience. We found the perfect couch, but it took a few visits. Each visit the sales person kept a more-​than-​respectable distance, but was still able to jump in if we voiced a concern or question.
Erica is so lovely, very personable and very knowledgeable. It’s weird, though, that I think our sale got logged in under someone named Darrell, so she didn’t get her commission.
Delivery guys were awesome.
Would come back in a heartbeat.

I bought and paid for a floor model media console which I was excited to have delivered for our new 70″ TV. We had arranged to have the new TV installed on the wall.
Well, I got a call this morning. I expected it was a reminder call that my TV console was being delivered tomorrow. Instead I was told that it had been sold to another person despite the fact that I had already paid for it in full including the tax and delivery fee of $ 89.
The salesman NEVER offered to give me a better price on another console or anything.
I had specifically asked him to wrap it up and get it ready for delivery. He said he would and clearly didn’t.
As a result we had to cancel the service and rearrange plans. Now, I have to start all over and we look like irresponsible customers to the custom TV install company that we had to cancel services with.
It’s my opinion that my tv console was probably left on the floor and sold over the Presidents’ Day sale that Furniture Row AKA Sofa mart had.
This was a terrible experience and I’m extremely disappointed that something Inpaid for was sold off to another customer. Worse is that NO EFFORT was made to find another or at very least offer me a future discount.
Based on this experience I would not recommend this store as reliable, and I would not recommend buying furniture there if you expect to get it like I did. To make matters worse I had already paid off the credit card I used to pay for it so now I have a credit on my credit card and have the additional hassle of requesting a check back for my credit.

While shopping for a sofa, I totally forgot about this place. I roll in and there is no help. They are all huddled around the sales desk. A young, tall girl helps me. I explain I am looking for an inexpensive sofa. I tell her I would like it under $ 400. She starts showing me what she has on the floor. I explain, I do not want a sectional; but, she is not listening. She then walks me back to her «clearance» section. There is one sofa that is not too bad; but, it is more more expensive than what you can go to the big chain furniture stores and buy it at. I flip the sofa up to look at the framing from the bottom. I start to point out that the frame is not very sturdy and would have to add some metal «L» and «T» brackets when it starts to give out. She then walks me over to a Simmons sofa that she has on the floor. I ask how much and she replies, «$ 500.» Excuse me, were you listening to me when I said UNDER $ 400? Plus this is the same sofa I can buy down the street for $ 150 less than you sell it for. The only thing this place has going for it is the fact that they have 50 months zero interest. This was a total waste of time. Save yourself a trip and skip this place.

Ordered 3 items in early August. Only received 2 of the 3 items and one was damaged. Called and received very ppor customer service. Was promised that a new item would be delivered that wasn’t damaged and that the missing item would be delivered as well. Never received item that was never delivered. Got the run around but managed to get a refund. When the new item (previously received damaged) was delivered, it too was damaged. Supposedly will receive a refund for that item as well. I’ve had to go back and forth with Sofa Mart for almost 2 months. I paid up front fro these items to get such poor service.
I do not recommend Sofa Mart to anyone unless you like paying for damaged goods, receiving poor customer service when you do business with a company and you have a couple of months to kill trying to get your items and money back.
Contrary to anyone’s positive experience, you’ve been warned… just look at all the other poor reviews. Just wish I had read them before I spent my money there.

Contrary to the bad reviews, my husband and I had an excellent experience here, despite a bit of a fiasco. We were looking for something nice but not overpriced, and we bought a floor model sleeper sofa. We carried it out of the store that evening, but we couldn’t get it in the door of our new place due to some awkward angles. I called Erica, the manager, and despite the receipt clearly stating that there are no exchanges or refunds on floor models, she offered us store credit for the return.
We took the sofa back (honestly, with a bit of damage from trying to get it through the door), and there were no issues and no questions asked. We were very wary of choosing anything else because of the difficulty of getting it through the door. Erica walked around the store with us, measuring sofas and trying to find something that would fit. In the end, we didn’t get a sleeper like we’d originally wanted, but we did get a quality couch that we’re very happy with — the new couch is actually more expensive than the original sleeper by several hundred dollars, but the manager just waived off the price difference and said she’d consider it an even exchange! Erica threw in free delivery so that we could be assured it would get in the doorway (the delivery guys deal with awkward angles every day). She got us on the delivery schedule for the next day, and they arrived exactly on time. The couch fit through he door perfectly, and we’re very happy with it!
Two weeks after the purchase, Erica called to check in on how everything is going, how we’re liking the couch, and to make sure we were satisfied. Anyone who’s concerned about this place should just deal directly with Erica, the manager, because she gave us excellent customer service.

Unfortunately there isn’t an option for negative stars. DO NOT spend your money with this place. Better off driving down the road and throwing money out the window. Should have known better and just spent the extra several hundred dollars on the furniture.
We bought a sectional and matching recliner. In just over a year the recliner has developed a split in the leather. When we called the answer was, ‘well you should have bought the warranty and conditioner package.’ This place is no better than a discount used car lot.
You would think after spending over $ 2k, a piece of furniture with mild use would
last more than a year. You will not get what you pay for from this place. Keep on driving right past it.

Blegh… that’s my reaction to the bland, generic, and soulless furniture here that could have been plucked from a 1995 showroom in Anytown, USA. Add in the sleazy, high-​pressure sales technique and you have a perfect recipe for Sofa Hell.
BUT, style is a matter of personal preference, of course. If you are into the look here, check out Cool Stuff & Furniture down the street – they have better prices for some of the rustic-​looking repurposed wood items (wouldn’t be my choice, but I’m not judging – different strokes and all that).

My husband and I spent a great deal of time searching for the furniture we wanted. We had very specific needs. We found exactly what we wanted at sofa mart at a fair price compared to other stores charging more and offering less.
Erica is the sales person we dealt with. She was friendly, informative and not pushy. She’s great.
We had a good shopping experience at sofa mart and a good customer service experience. I will shop there again and I recommend sofa mart to anyone looking for variety, great style and fair pricing.
Thanks, Casey

Update: April 5
After additional phone calls and emails, we were promised that the couch was on it’s way on Wednesday.
We got the call to schedule delivery on Friday night for Saturday 1pm — 4pm. To our surprise the delivery was early, which was fine-​around noon.
The delivery guys were nice and came in and quickly assembled the piece… only to find one of the back cushions missing. Not one of the pointless throw pillows that came with the couch, but one of the fitted back cushions.
Honestly, I am stunned. We talked to one of the managers and she gave no indication that she had any idea how or why our couch is missing an integral cushion, and no indication of when we might get said cushion. At least for the time being I can use all the throw pillows to stuff up the empty spot.
To be fair, we were refunded an additional $ 200 along the way. It’s a nice gesture, but I was prepared to pay full price for the couch I wanted in the specified time. Perhaps $ 300 is more than enough to satisfy most, but now as we are into the third month of this endeavor I am sad to watch them continue to bungle and lose themselves money. Boy am I glad I didn’t buy the extended warranty.

The selection is decent, the furniture is affordable and the staff is friendly.
Beware of the warranty, though! My husband and I purchased a leather sofa sectional and ottoman, with the warranty. It was damaged during the delivery. When we called to report the damage, instead of repairing the tiny damaged area, we were told we were getting a new sofa. This actually voided our warranty for some reason, so we bought another warranty.
Unfortunately, the sofa has proven to be very uncomfortable for me, causing neck pain and tightness whenever I sit on it. When I called to inquire about an exchange, the person at Sofa Mart said they cannot exchange it, because the company who provides the warranty now owns the couch (since they replaced it).
That would have been a nice thing to know! I’m sure we would not have purchased the warranty (or had the sofa replaced) if we knew that would end our ability to exchange.
It is so frustrating to have (to be stuck with) a new piece of furniture that I will rarely use!

Buyer Beware!
This company has a feature on their website that shows their «specials». On it, it names the item by name and tells you the discounted price. In the store, they have it documented in 2 different places, both at different prices. So that’s 3 different prices. They were very reluctant to honor the price advertised on their website.
They also didn’t have 2 out of 3 pieces that I wanted, so they expect you to pay for the items up front; it’s the only way they’ll ship the piece to begin with. They wanted me to part with $ 3500 for pieces that I’ve never seen in person.
They will gladly deliver the first piece that is available; but due to their return policy of 3 days, once the other 2 pieces that you’ve never seen arrive, this 3 day policy has long expired on the first piece; so if you don’t like the pieces that you haven’t seen, then you’re on the hook, because they won’t refund your cash for the first item; only an in store credit (as if I wanted to go through this again). This comes into play when you’re ordering a living room set, etc. Even if you wait and have all 3 pieces delivered at the same time, if one piece is damaged, you’re still on the hook unless you refuse all 3 pieces. This is not optimal if you’ve cleared the living room of all the former furniture to make room for the new. because now you have no furniture!
I asked them to waive the 3 day limitation, or at least start this 3 day limitation when all 3 pieces are delivered successfully and without damage. They refused. As far as I can tell, they bait you up front with false advertising and then hook you at the end of the transaction with a shady return policy. Horrible customer service.
I took my business elsewhere.

So I try to write a positive review for what was in reality a terrible experience at this place in terms of both warranty support and customer service and all I get in return is a credit to my credit card for about 20% of my purchase price that never shows up on my account.
While that sounds like a decent offer from them since they could not find a part to fix my couch (the part was broken from the factory and I didn’t notice it until another part failed as a result of this one being broken), in retrospect its kind of BS that they can’t fix my couch that is only a year old and I basically have to take a large portion of the money they are giving me to have a new bracket fabricated so I can use the recliner on my leather sofa.
The best part about all of this and where the 1 star is coming from is that after dealing with them for literally about 3 months, they never even credited the $ 400 back to my account and I had to call about 4 times in a single day to get told that they forgot to process the credit. GTFO guys, it was 12÷21÷13 when you were going to process it and its ¼/​14 and I still do not have a credit to my account + a broken couch that you guys aren’t even fixing for me. Thanks Jordan and Erica, great customer service from both of you. Through all of this, I have never once gotten to speak with a manager.
So, bravo to the manager as well since you obviously can’t trouble yourself to get on the phone and offer an apology for all of the issues we have had deal with for the last 3 months. I understand things happen, but how you handle them on your side really does matter to the customer and you obviously fail to grasp that concept.

We bought a house full of furniture here 5 years ago & just bought a new couch this week. We wouldn’t shop elsewhere. They offer great guarantees, 0% interest for 5 years, and they have a wonderful selection. Erica was our sales rep and she couldn’t have done a better job. Look her up!

So Robert and I have been looking for a nice sectional for about a month. We are thinking we will need the sectional by September, so we decided to start looking now. We wanted to know how long it will take before it’s ready, because we want to select our own fabric and size, etc… etc.
Well we decided to go to furniture row since we were in the area… BIG MISTAKE. Since my bread and butter is training customer service amongst other things, I’m very critical as a consumer. We walk into Sofa Mart, it took a good 5 – 10 minutes before anyone even said Hello, Welcome to Sofa Mart.
That right there started the bad taste in my mouth. We explained to the salesperson, that we are just looking right now because we want to make sure we will have the sectional by September. We asked a few questions and he seemed a little confused. Not to mention, the other sales personal were just standing around looking bored. Needless to say… I think Star Furniture will get our business. Also, the only reason they got 1 star is because zero isn’t available.

Sofa Mart has come a long way I think. They now appear to have such a nice selection of beautiful furniture. The saleswoman there was quite attentive, and a great listener who was eager to please. I was unable to find what I was looking for in an extra large area rug, but this is common amongst furniture stores. The larger rugs are hard to store and I wanted something «right now» and it was a hard task.
She helped me with ideas on where to go, and welcomed me back for other things I fell in love with at their store. I just needed to find my rug first.
Sofa Mart also has fantastic decorations and accents and beautiful tables… etc. I look forward to returning there for a few things that I didn’t see anyone else have. I really loved their store.

I wish I would have read these reviews before I ordered a sofa from this place.
I ordered a beautiful leather blend couch from this place that I was told was in stock and could be delivered to me by the end of the week. The delivery guys called, gave me a window for later in the week (after I had my old dusty couch removed) and when I said that wouldn’t work, they said that Monday would be the next available day and someone would call me on Sunday.
Sunday came and then Sunday went. Monday arrived. I had the day off. So I decided to call.
The first time I called, the woman I talked to said she would check into it and someone would call me back. No response. I waited three hours.
I called back. Same woman. I asked for the person who sold me the couch that I paid for in cash. She said he was out of the office. She asked if she could put me on hold to find an answer. I was on hold for 10 minutes before I hung up, furious.
I waited another half an hour before I called back so I could calm down.
«Is it possible for me to get a refund?» I wondered, since clearly I didn’t have a couch and in order to get one, I thought it might be more convenient to just spend the money at Target or something.
«Well, you’re couch is on the truck for delivery, they’re just hauling chairs up and down stairs so they don’t always answer their phones,» she said.
«If they deliver the sofa tonight when I’m not home, it won’t work out because I won’t be here.»
«I understand that.»
Awkward silence. Anyway, it’s been 10 days since I ordered the sofa. I’m not buying anything else from them ever again after these shenanigans.

My roommate was looking for a queen sleeper couch for around 800 dollars or less, and we found a lot to choose from at Sofa Mart. The sofa colors they offer include different variations on tan, «moss» and beige, which aren’t so exciting, but at least they have a lot of low-​cost, comfortable options in stock.
We bought the Sofa Mart couch after shopping around 8 different stores in the area, and decided Sofa Mart was the best deal. Their delivery crew lifted the couch up our tiny, 3-​story outdoor staircase and got it through our small doorway for 70 bucks, no problem, and on time.
They had the couch in stock when we paid for it so we only waited 3 days after the date of purchase for delivery. Overall, if you’re shopping along Burnet, Sofa Mart is your best bet for an inexpensive couch.

We recently bought a 4 piece living room set from them. We got a great price, because (we were told) we were purchasing the floor models (last set in stock), and this particular set was being discontinued. It was exactly the style & color we were looking for.
The day after we made the purchase, salesperson calls us at home & asks if we noticed the rip in the arm of the loveseat. Well no, we didn’t…but he offers to knock a bit off the price so we decide to go ahead & take it as planned. I figured a rip can be repaired, and since we were told it was the *last set* of a discontinued line, I didn’t want to try to find something else we liked.
So. We scheduled the delivery for 7÷9÷10. I was told a delivery person would call us the night before, to give us a time frame for when they’d show up. No one called. I called Sofa Mart the morning of the 9^th, and was informed we weren’t on the delivery schedule for that day. Why? Because the original salesperson had put our delivery date in the computer as 9÷9÷10, instead of 7÷9÷10!!! Grr… I informed the guy on the phone that I had made arrangements to be home & wait for the delivery, and we needed it delivered as originally scheduled. To be fair, the guy on the phone was apologetic and did seem to spend some time trying to find a way for our furniture to be delivered that day.
Long stupid story short: After several phone conversations, the delivery was scheduled for the 10^th. which meant I had to wait around the house for a second day. The delivery guys came when they promised, set the pieces in place for us, and were very nice. The furniture looks great. I have no complaints about the delivery people.
A week goes by, and we get a phone call that the coffee table & end tables we ordered have arrived. We’d already made arrangements that we would pick these pieces up ourselves. We go to the store, and… remember how we were told the living room set we bought was the «last set in stock»? Bullshit. Yea, there was the floor model set, sitting right there, where it was last time we were in. Honestly, I think they told us we were buying the «last» set in stock so they could pawn the ripped loveseat off onto us.
The small rip in the loveseat upholstery was easy enough to fix, and looks just fine now. All the furniture is of good quality, and we’re very happy with the price. But Sofa Mart’s customer service is just plain awful! There are plenty of other furniture stores in Austin; if we need to buy furniture again it won’t be from Sofa Mart.

My sofa arrived 5 weeks later than scheduled. Womp.
Fortunately (?), while I was purchasing it I overheard a woman ask them to waive her delivery fee because her sofa was 4 weeks late. If you decide to try this place anyway, keep that idea in your arsenal.