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, my husband and I visited Sofa City. We were looking for an entertainment center and were assisted by a salesperson. We specified the wood tone to match our home decor and found the perfect match. I ordered it by phone, paying $931.81 including a 5-year warranty. It was expected to arrive in a few weeks. The entertainment center arrived on January 5, 2022, but was damaged. I immediately reported this to the salesperson, who arranged for a replacement. The second unit arrived with mismatched wood tones. I documented the discrepancies and reported them. The salesperson acknowledged the issue and promised another replacement. After several follow-ups and delays, I was offered a third unit, which turned out to be the initially damaged one, poorly repaired. I sought a partial refund for the inconvenience but was only offered a full refund. The store manager was unhelpful and unprofessional. I am now seeking assistance for a fair resolution, requesting 75% of our payment back for the damaged goods and the stress caused over the six-month ordeal.