This is a copy of the letter I sent to Sofa Express
I am disgusted with your product and your customer service. I have had nothing but problems since ordering and receiving your furniture. The legs were defective, the throw pillows were junk. The first service representative sent to our home was extremely rude and inexperienced. He also complained about his health problems the entire time. He was asked to leave. He had also left a mess in our living room. My 3 year old daughter stepped on several staples he had left on the floor. We had left at least 2 dozen messages with the customer service center, with no return calls. We finally received the replacement legs and pillows for the furniture. The replacement pillows were in worse shape than the originals. After at least 6 weeks of waiting for a response in regards to the problems with the furniture, we resorted to going to the store where we had made our purchase. Only by explaining the problem to our sales representative, did we receive a phone call from the manager of the store. While on vacation, the manager called and asked if we had heard from customer service. We had not. We informed the manager that we had received our replacement parts on our return from vacation. The only call we received from customer service, was to schedule the service call. Another service rep was sent to our home. He was extremely professional and experienced. He did his best to rectify the problems we were having. He replaced 4 legs on the furniture. One is still defective. He assured us we would have a phone call from the customer service manager, Jeff Smith, within two days. That, of course, never happened. We have finally received the second set of replacement pillows. They are in worse shape than the first set of replacements. I am now tired of dealing with your company.
I spent thousands of dollars on supposedly quality furniture, and have received junk. I no longer want this furniture in my home. I want a refund of my money for the purchase of this furniture. If I do not have satisfaction this time around, I will have no choice but to take other measures.
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