Sofas & Sectionals

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 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.

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!

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.

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.

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

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!

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.

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 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.

I purchased a Natuzzi sectional from Sofas and Sectionals and was worried about ordering online also. I was right. The sectional came in and the entire back of the sofa is crushed. It is a horrible mess and Sofas and Sectionals will not assist at all. I now have a $3000+ piece of junk. I have to keep throws over the back because it looks so bad. Natuzzi will not help either. I thought I was ordering a quality sofa from a good company and now I am stuck with junk! They are really nice until they get your money! DO NOT ORDER FROM HERE!

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 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!

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.

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.

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!

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

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!