Sofas & Sectionals

Terrible customer service! I ordered a leather sofa and love seat last April 1st. The sofa arrived at the end of September without the love seat. Both pieces were billed to my credit card in August. The loveseat finally arrived today. My calls to customer service were handled as though I was bothering them. The pieces are lovely, the delivery service was excellent but I would do business with this company again.

I bought my sectional and when it arrived at 9:30 at night I was too tired to throughly inspect it. I realized later there was a massive "creaking" sound when you sit in middle. I set up a time to have it repaired since I got a 5 year warranty. The night before they changed the time. I had to last minute rearrange my work schedule (was at 9am changed to 4) then at 1pm I got a message that they would be there within 30 minutes. I couldn't change my schedule again so I had to cancel and try to reschedule. After 3 months of trying they said there wasn't anyone to come out and I should have just kept my other appointment. (that would be great but changing the appointment time 3x didn't work). A lot of back and forth and I got back 1/2 of what I paid for the 1 piece of the 3 but not warranty cost to "fix it myself". Not worth the hassle to deal with this company. Still have a broken sectional. They did offer for me to wait months on end to see if they could get just the middle piece replaced but not even sure if that is exactly what's wrong since that was best guess. And didn't want to wait months and them say oh now we can't get it. If you do buy from them don't get warranty because they DO NOT have repair people its a scam and know if its broken you get to fix it. I had a total of about 10 hrs of back and forth trying to get this worked out between phone calls, emails, etc. Avg wait time on a call was 30-40 minutes.

Purchased sectional and extended warranty. Sofa ruined no customer service help. Springs busted 2yr.

My recliner came broken and instead of returning it, they talked me into fixing it. This is a huge mistake / scam because once it goes under repair status your totally screwed. It's been 6 months and all they keep blaming is Lane the company that made the chair. I've never seen a company treat a customer so poorly. It should be noted I've order previously with no issues. So bottom line, as long as you don't have issues the price and company is great. If you have any issues, your screwed. This company simply doesn't care!

What this doesn't take in account is the 4 times the repair company has been out with a 4 hour window and the countless time spent on the phone. To reiterate, this company simply doesn't care!

Purchased two sofas in May after at many many swatches( Ben was very helpful getting these sent to me. A nice man in general). However, was just informed that the sofas are not leaving the Klausnner factory until Sept 5, and then it will take an additional "2-4 weeks" for the local delivery to get them to our home. It's always a rough "2-4 weeks" answer which makes me believe that the reason they offer free shipping is that our furniture is riding in trucks with drivers who have extra room in their trucks and provide shipping as a way to make an extra few bucks. This would also explain why there are so many complaints that furniture arrives broken or torn. Of course, I will never buy through this company again, but right now what worries me is that we may not get our furniture for many more weeks. My advise, buy local. You may pay more initially, but you won't worry that you may have given your money to a scam.

I ordered from this company and had an issue with setting up the delivery. First I emailed the company, no response after a week. Then I called and left a message. No response. I then called back and got to talk to the customer service manager. All that she did was make excuses for the company setting up the delivery. There was zero customer service. I've been in customer service for a total of 30 years and I have never given people excuses instead of assuring them that I would take care of their problem. I make sure that they're heard that the problem is addressed. This manager did nothing to be helpful. Could have gotten this from wayfair and recommend you order elsewhere. The furniture finally came today and shipping was still a disaster not on time not considerate of my time and all they did was make excuses too.

So I ordered a sectional from this company because the price was appealing. Biggest mistake ever. The couch was lost in transit and arrived damaged internally. After the warranty was filed over 1 year they sent repeated techs out to my house to evaluate the couch. If it was not for me calling them every week they would have done absolutely nothing. They send repair parts for the couch to the wrong address two times and when I finally received the parts that were suppose to fix the frame for my couch the box included 2 new couch cushion zip up covers... Finally after a year of phone calls, tech reports and a complaint with the BBB they offered to refund the purchase. They mailed the return check to the wrong a dress and it has been lost in the mail every since for 2 months. Horrible company. Bunch of liars, very helpful during the sale but after good luck.

I ordered a leather motorized recliner sofa. They said it would take 6-8 weeks. I ordered it in October thinking I'd have it by Christmas. I also asked them to provide me with an email receipt and a mailed receipt. They did neither. I chatted with them online multiple times about this issue and after two weeks I was emailed the receipt. Its a 3,000$ sofa. Then I didn't get my furniture until January 27th, again I spoke with customer service about the delay. They told me they had shipped it to the delivery company by the end of 8 weeks. They said that they had confirmation that it was at the distribution center where once it was inspected it would be delivered. The distribution center was an hour away from my house. It took the delivery service an additional 3 weeks to deliver. Once I got the furniture I discovered that it is made of very shoddy material and the seat is sewn in a checkerboard pattern that is going to wear out really fast. Also the cushion is already starting to compress. Additionally, the leg section is very wiggly. I'm planning to send it back. I am very unhappy. I'm willing to pay to ship it back. That's how cheaply made I feel it is for a 3.000$ sofa. Don't buy from this company.

Buying a new sectional was not really part of my plans for our new place but upon seeing our old living room furniture set, I knew that we just couldn't put such an old, worn-out set in our beautiful, new home. Now looking for furniture may be someone else's favorite chore but it is definitely not mine; the endless trips to every shop just to come out empty handed is just too much hard work and I didn't really want to spend so much time doing it. As you can probably tell by now, I am such a choosy shopper when it comes to practically everything!

Ultimately, I decided to purchase online although I was a bit wary at first because buying such a large piece of furniture without seeing it first sounded like a big risk for me. I came across this site and everything seemed to look so organized and credible that I immediately felt that I wanted to purchase my stuff here. Choosing was a breeze especially since I was able to do it in front of my computer without having to drive around aimlessly. I was able to choose a lovely medium brown sectional from their wide list of products and my order was just delivered last week. I could not be more satisfied with the quality of this thing! Great job!

I was also promised 4-6 weeks for delivery but they blew deadline after deadline. Each time I had to call up to find out what was wrong and they'd "assure" me that it was almost on it's way. Later, the manufacturer let it slip that sofasandsectionals didn't even place our order for almost a month which means they were lying each time I called! These guys should be shut down.

Made a large purchase for our new lake home--custom leather sectional with two power recliners. I ordered before taking possession of the home, so it was tricky but I knew furniture is slow right now, so wanted to get it in. Matt, the sales person was very patient with my frequent questions and requests for swatches. We were told delivery would be 12-16 weeks and it came just days after the 12 week mark (which I had put in my calendar). White glove delivery was perfect and worth it. Matt also threw in some discounts and perks I was unaware of. Could not have been a better experience. This is the Arlo sectional from Palliser in Bronco Carbon.

I am a sixty one year old grandmother and I paid cash through my debit card for a sectional. When they attempted to deliver the furniture would not fit through my door. The driver took the set back and the company was informed by the driver before they left my home about the return. I too called them and was told I would get a refund minus $500. After 2 weeks my refund didn't show up in my account. I called my bank they put the money in my account temporarily. After speaking with the company they assured my bank they would refund my money the bank took the funds back out of my account and SofasandSectionals did not refund my money. Two years has passed and basically they stole my money! Below is a copy of my original order.

Dear Guest Shopper,
Thank you for shopping at Sofas and Sectionals.

Your order no. 231-01-******* has been received.

Order Summary:

Veronica 6170-3Q1-4Q1-1Q1-8Q1 Broyhill Sectional Left Arm Facing Loveseat, Corner Wedge, Armless Loveseat, Right Arm Facing Chaise in 8595-83, with Pillows in 8593-99
Coupon Code applied - you saved $129.75 1 $2,595.00
$2,595.00
$2,465.25
Tax $0.00
Total $2,465.25

It's amazing how easy it was from start to finish buying a room full of furniture. I truly recommend sofasandsectionals.com. I hardly ever write reviews but really wanted to express my satisfaction.

Obviously sofasandsectionals.com already has more business than they can stand. I was ready to order a recliner that cost about $1400 from them. They say in their on-line site that they will meet comp on a legitimate offer. I sent them the details on the same recliner offered by another site for about $200 less. It has been almost a week and I have heard nothing from sofasandsectionals.com. So I went ahead and ordered my recliner elsewhere, it will ship by Monday and should be received within two weeks. Thanks anyway sofasandsectionals.com

I ordered a sectional in march... almost 5 months later and its still not here. After 6 weeks I received a shipping confirmation. 2 Weeks later still no couch... so I tried calling sofasandsectionals, but they were never answering or responding. So I called the shipping company (which is NOT my job in the first place!) and after another week they told me our couch got lost in transit! And nobody would call me or let me know anything! I had to do research and find out where our sectional is. After calling sofasandsectionals they were a mess. They didn't even say once "oh we are so sorry, we will take care of it" Nothing! So I had to DEMAND to speak to the manager, who was also a pain in the behind. We had to FIGHT for a price reduction. They said the company ran out of fabric so we have to wait till they get the fabric and start production (that would take around 4 weeks...). Here we are... another 7 weeks later and still no couch! I tried to contact sofasandsectionals and of course... no answer! DO NOT ORDER FROM THEM! Unless you have plenty of time to wait for your furniture!

Unparalled Customer Service

I can't recommend this site enough – they have a lot of choices but perhaps what surprised me most was how competent their customer service department was. I usually hate dealing with customer service reps. I have had bad experiences before from other sites, from my phone company and cable service. However, this time I had no choice but to call them because after placing my order, I still did not get a confirmation or tracking number. So I called the number on the site and was pleasantly surprised it didn't take me too long to get a human on the line which is very rare these days. So I told her my problem and the person I talked to (Carl) was very nice and said he would try to look it up. So he took a while but finally told me the problem. The system had an error and the order was not processed for some reason. He checked my file and he said I wasn't charged for it. Well, he apologized for all the trouble and he said he would process the order for me. We did it over the phone (and I didn't have to type all that info again) and got my order processed!

Sales department was fine. Got what I wanted, on time, decent price. However, the frame was broken by the delivery people and my husband had to fix it himself. Then, the cushions started ripping at the seams in about four months. It has been five months now, and I have not been able to get them to fix it. Call after call (when they answered the phone), email after email went unanswered, until I threatened to sue them. Then they inundated my in-box with email after email telling me how important I am to them, blah, blah, blah, and that they were "expediting" my order. It has been five more weeks and now they are back to ignoring all my calls and emails. Still no resolution. It should never take five months to get a replacement cushion. The whole couch only took six weeks. Their customer service is so bad they should be embarrassed. Be careful of this company.

I called sofas and sectionals and spoke to Tom. He was rushed and told me that my questions were too general and he wasn't making a dime talking to me and had other sales calls to take. He said if I had product questions, I needed to look it up on google. He had a poor, non-caring attitude and I have chosen not to do business with them because of it. I spoke to Kane at the same company a few days prior and he was a breath of fresh air. He was a new for the company so at least they have one good person. So, when I called back to narrow down my selection, and get fabric swatches, Tom was so unpleasant to talk to, that I couldn't imagine anyone wanting to do business with them. Thanks for listening...

I purchased furniture from this company and returned it due to issues and poor quality. It's going on 3 weeks and I have yet to be refunded. InteriorMark / Sofasandsectionals.com has not provided refund of $3883 on returned sub-par furniture as promised. On December 18th I purchased a top-grain leather Klaussner living room set for $4283 based on a leather sample that I was provided. I was given a deliver date range of 8-12 weeks. I received an email on January 28 with waybill stating that my order was being shipped. In February I emailed sofasandsectionals.com (SS. C) to see what was going on and was told it was at the local deliver carrier ready to ship and that I should call them. On February 11th the deliver company informed me that only part of the order was ready for shipping, as the sofa was damaged and had to be sent back. I reported this to (SS. C)/interiormark (IM) and then then had to place another order for another sofa and had the remaining furniture delivered. The love seat, chair, and ottoman were delivered, with an indention in the ottoman's fabric from someone stacking something heavy on it. I thought it would come out, but it never did. The sofa arrived on 5/2/2015 with the wrong legs, which caused the sofa to be about an inch or more shorter than the rest of the furniture. I emailed SS. C/IM and let them know the sofa had a random set of legs that didn't match and they scheduled for the correct legs to be sent out, and scheduled a repair technician to come out to place the legs onto the sofa. I also asked if the repair technician could look at the dent in the ottoman's leather fabric which was also STILL there. They confirmed that they would. After this, I noticed that there were several places in the new couch's leather that the material was cracking and splitting, which high quality top grain leather should not do. Upon further inspection my husband and I discovered that two different types of leather were used to construct the sofa, a sturdy thick leather which the back and sides were encased in, and a thin, fragile, easily damaged leather that covered where the skin touched. This was confirmed by the presence of extra leather material included for repairs under the seat that were also two different types (thicknesses) of leather material that was included for repairs under the seat. It didn't make sense to wrap the exterior of the sofa in sturdier leather and wrap the areas where the body touches with the thinner, softer stuff. Most reputable furniture companies doe the opposite, as where the body touches gets more wear than the sides and back. Being that the furniture was already splitting and cracking in less than a month's use, I realized there wouldn't be anything left to it within a year and did not want to pay that amount of money for sub-par leather that wouldn't last, so I decided to send it back. Upon notifying SS. C/IM of the issues, including photographs of the damage, they informed me that that type of wear is to be expected of high quality top grain leather. That was an ignorant statement, as everyone knows that the more you pay for leather, the more durable and sturdy it should be. I was then offered a $400 incentive to keep the damaged furniture, which I turned down. I was told that I would receive a partial refund (-$400 for return shipping) within 5-10 business days of the furniture pick-up being confirmed. The furniture was picked up on June 20th, I promptly let the company know. On June 22nd I received a credit memo for $876.00 via email, and knew that couldn't be correct. When I emailed them back and inquired about it, I was told that due to a clerical error, they had sent the credit memo for the wrong thing, and that it would be corrected and I would be sent a new credit memo. On June 29th I emailed and let them know that I had still not received a corrected credit memo or a refund to my card. I was told that the case had been escalated to upper mngt in order to get the refund processed. I emailed twice more since then, and have yet to receive word on it. It has been over 10 business days and I am still without a refund or furniture.

Ordered sofa, the who; e ordering process was an ordeal, quoted the wrong price, had to pay hundreds more than originally told. Took an age to get a receipt, due to wrong details being taken down by them, they did however manage to get the payment details correct first time ironically enough!
Told 4-6 week delivery time approx, now approaching 2 months since order, despite promises of callbacks etc which have NEVER happened, still none the wiser as to when to expect the sofa. Wish we'd ordered else where, even if it meant paying more!

I carefully measured and remeasured and talked with the agent 5 times to confirm my order. Alas it was delivered and was the wrong configuration. I called and they tried to convince me it looked good anyway. Excuse me... not what I ordred! The colors were custom so I suggested rather then having them take the incorrect piece back they give me an additional piece at a discount... weeks later they come back with a $63 discount for the additional item I am willing to order to make the couch look right. Just seems wrong. I'm still working it out with them. Bottom line, wrong couch configuration - bad follow up - bad correction suggestion.