"On October 1, 2020, I ordered a sectional. We were told it would be a 24-27 week delivery time. In late January after hearing nothing from Sofas and Sectionals, I called to check the status of the order with delays across the industry being reported. I was told at that time it might be delayed a couple of weeks. 29 weeks after we ordered, I was informed that the sectional was delayed further and encouraged to cancel my order and place an order from another manufacturer with a 15% discount. By this time, prices had risen by about 50%, and that 15% off would still have me paying over $1000 more for furniture and not the quality we ordered.
We were given the option of waiting on the order and after speaking with a rep from the manufacturer and Sofas and sectionals, we decided to wait while we looked for other options for furniture.
This continued until September 13, 2021, almost one year after the order was placed. Sofas and Sectionals still could not give a date for delivery or for production and still only offered the 15% discount. In fact, I spoke with Hannah Doherty a sofas and sectionals customer service rep and she said they were not asking us to spend more and they had not failed to meet the terms of our agreement when purchased. She told me that we had purchased an item from them and seven months later when they could not deliver they offered me a refund and that should be ok. She said they were not asking me to spend more money to get what I had already paid for, they just wanted me to take my money back or order something else (that would cost more).
Sofas and Sectionals is owned by TruRooms. Their company vision is "TruRooms Inc strives to create an exceptional customer experience from the time the order is placed to the final in-home delivery." This is a complete failure to live up to the vision they set forth on their own website.
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"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!"
"I don't understand all of the negative reviews. Maybe they took these reviews to heart and made changes because I had a wonderful experience with this company. I had a Franklin couch and I wanted the newer version to it. This was the only company I could order it from so I called customer service and spoke to a very kind man that placed my order and gave me an even better price than online. They called a few days later and confirmed order, then 6 weeks later they called and said it was on its way to a delivery company, a few days later they delivered the furniture. I love my new furniture and it was such an easy process all from the comfort of my own home. I can honestly say that the entire process was awesome and I would highly recommend this company."
"This place is a joke. The customer service is the worst I have dealt with in a long time. Expect to wait months before getting your order, and if they mess up your order, expect it to be your fault and they will make you pay for it. Never again will I look for furniture from this company and never would I recommend this company to anyone else. You are better off going ANYWHERE else."
"Avoid this company at ALL costs. It has been the worst customer service experience I have ever had. Furniture is VERY late and there is no explanations and no apologies. I wish I had read our reviews before ordering. "
"I ordered the Jackson Lawson Sectional on April 22 and asked several questions to make sure it was exactly what I wanted. I am not a picky person so it was a pretty easy sale and I was so excited about getting a new couch. Man, what a nightmare it turned out to be! I was promised a 10-15 day delivery from the beginning. However, knowing that furniture can take a long time to ship, I asked the sales representative how long the shipping would "really" take. He informed me it would be 4-6 weeks and I appreciated the honesty. So far so good. When I called in at 4 weeks, I was assured my couch would be arriving soon. By this time I was 8 months and some change pregnant and I had no couch to sit on because we got new floors installed in our home and needed to get rid of our old couch. I called in again at 6 weeks and I was told the couch would not even leave the shipping facility for another 6 weeks! I started to panic because my baby would be here long before then and I needed a place to sit! I spoke to 3 reps (no one was willing to connect me to a manager no matter how hard I tried) and I got nowhere on why my couch had not shipped. I was assured a call back within the week. By the next week, I had received no call. This went on for another week (me calling over and over to get answers and receiving no calls back) so finally I decided I would ask for a refund. When I tried to cancel the rep tried to talk me out of it by offering me the "white glove service" (where they place the couch in any room you desire) and no other refund! But I had already purchased the white glove service so they were offering me nothing for taking an extra 7 weeks to deliver my couch, which I paid $2640 for!! This was simply unacceptable so finally I cancelled my order. Low and behold, I went to Badcock Furniture the next day and ordered the same couch for $500 less, got delivery for $59, and they placed it in the room I wanted for no extra charge. Also, I ordered my couch on a Thursday and it was in my house by the following Monday! Unfortunately, 2 weeks after cancelling my order, I still have not received my refund from sofas and sectionals but I am calling every few days to check on it. I was just told today that the "processing department" has a lot of orders to refund so it may take a while... I bet you have a lot of refunds... your customer service and service in general is horrific! Do the smart thing and save yourself some frustration... DO NOT buy from this company! The customer service is SO BAD! Reps told me over and over they would call me back and not ONE of them ever did! "
"I placed an order for a sectional and when the delivery guys came the couldn't fit the corner piece through my door so they took the complete set back. Not one piece entered my door. I called the Sofasandsectionals customer service spoke with Tiko, who said she was new and began by telling me I had to incur a restocking fee I objected and she put me on hold and then told me I had to have $500 deducted from my refund to send their sofas back. Or I could pay $400 and get make another choice. I read their refund policy and it stated that I would get a full refund as long as I didn't fit in three areas that would get partial payment. Well not fitting through the doors wasn't listed. And I guess I have a fight on my hands about my refund. Don't buy something as expensive or an item you can not touch or measure yourself online,!!!!!!!"
"The says the product will deliver in 6-8 weeks. It has been almost three months. I would get an email telling me how my product was moving through the assembly line quite nicely and I should receive it in the quoted time. On the week it was suppose to ship out, I called to find out what time frame to expect since I had a trip planned. Found out that they were waiting on parts and that it would be another week or so. Every time I called they would give me a different story. One person would tell me it will ship out this Friday. Another person would tell me they only ship on Tuesdays. Another person said they ship out every week regardless of whether the truck is full. Still no furniture. Two weeks ago they told me my furniture was the first to be loaded and would be in transit that Friday. Two days ago I get an email telling me that my furniture will be picked up with 48-72 hours by the carrier. I am a little concerned about the quality of the product ... If they are constantly lying to me about shipping, is the quality a lie as well. If you don't like the furniture, what do you do, since I would be responsible for paying for the shipping back. Which is more time and money lost. I was able to contact the carrier but all they can say is that it is in transit. They will call sometime in the future to set up a time to drop off my furniture. This is why I buy from Costco!!!"
" HORRIBLE SERVICE. Their ETA is a joke. I've been spending weeks calling the compnay and always get a "I'll look into it and all you back" That's just their way to get you off the phone so someone else can deal with you. There's only one of the items ready for delivery but the other seems to have disappeared into limbo because no one knows where it is. I've called Lodeso, the delivery company and Sofas and Sectionals. No one can provide me with answers of when my order will be here.
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"My money was taken since AUGUST 5, 2014! That is almost two months and I have been given the run around by Tom the salesmen who was wonderful, and quick to take my over $10,000.00. I have been promised a refund of $300.00 so far for my troubles by Shanna which I am yet to see, Rock was so rude to me and toldy hus and that "he can't imagine what he is living because an unhappy wife is an unhappy life". This company steals your money for weeks and the amount of phone calls which are ignored and voice mails are never returned and emails that they pretend were never received are not worth the money you save to use this compnay. My time is worth more than that! Also, they use the tactic of throwing the manufacturer of the furniture under the bus and the delivery company under the bus to the point that I have called these people myself. They say they don't have any control bc the manufacturer delivers straight from their warehouse and they can't control any of this. If that is the case, they should NOT sell any of those items and they shouldn't steal people's money for months before things are even shipped. Really sickening and the positive ratings on here have to be bogus. "
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