I have had problems dealing with sofa express since the delivery of my furniture eight months ago. One week after delivery, I noticed discoloration and white spots all throughout my sofas.
Also, the backs of my sofas were sagging and losing their structure. After one week, my sofas looked like I had them for years and I do not have any children. I contacted sofa express and requested that a technician come out to take a look at the couches. The technician, Bob, was rude and did not even address the issue. He made it seem like he put in an order for replacement of the fabric and material inside the pillows.
My initial complaint was in August of after months and months of repeated calles to the local store and to the customer service office, I finally received my replacements in December. It seemed like this technician never even put the order in. I requested a replacement of all of my covers. I only received covers for one sofa.
One week after the replacements, the discoloration began to appear once again. I made calls to the customer service office again and made an appointment for them to come out. I took off of work that morning awaiting the technicians arrival and they never showed up. Although I received a confirmation call the day before, someone had cancelled my appointment, so I had to reschedule.
I have spoken with manager, Kendra Tippey and Margaret Howard, and I have sent them photos of my sofas. They were very unresponsive and refused to accomadate me in any way. Ms. Tippey insisted based on the pictures that it was a maintence issue and that they will not be able to do anything for us at this time. I disagreed and demanded that a technician come out again. She said this would be the last time a technician would come out and she would base her decision on his comments.
A couple weeks later, the same rude technician, Bob, comes to my house for a total of five minutes, in which he claimed that our sofas were defective and that they should stop making that style and told us that we would be able to reselect and then he left.
One week after, we call Ms. Tippey and she claims that based on the technicians comments there is nothing wrong with our sofas. At that time, I got very upset and told her that how could I possibly trust you or your company when you send rude technicians to lie to your customers. She still insisted it was a maintence issue. My question is. How do you need I to maintain your sofas after one week of delivery? And how are you supposed to maintain discoloration and the sagging of the material?
After eight months now of dealing with sofa express including taking time off of work five times for technicians to come out to my house and not address the issues with sofas I have received no results. I have never dealt with a company that treats their customers in this manner.
I will do everything I can to make sure that Sofa Express does not continue to rip people off. Doing research online, I have noticed many complaints that were very similar to mine that went unresolved. They have an awful reputation and I want to put a stop to it. They continue to rip people off and sell them poor quality products. I hope that a class-action suit be brought against them. I am sure many people will support it.
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