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Business Profile

Furniture Pads

SofaGuards

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Pads.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made initial order 4/20/25, shipped with tracking 4/22/25 from china-arrived to me on 5/2/25. Sent email to ********************************** on 5/5, 5/8, 5/15-Zendesk auto reply only. Asked for refund and shipping return information each time since covers did not fit couch or ottoman anppr Also, said I wanted response ASAP. Crickets.

  • Initial Complaint

    Date:05/19/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order # ***** Cost $48.99 Color not as pictured, poor quality Asked for refund and return info three times. Customer is not responding. First request sent May 6th, second request on May 8th and last request sent May 12th. Ordered April 26 and received May 2nd. Originated in ***** even though return label says from cell ************************************************* ....Picture attached

  • Initial Complaint

    Date:04/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased sofa guards on 03/20/25 the website advertises a 30 day guarantee if you are unhappy with your order. It did say money back guarantee but that has since been removed. I received the product on 04/07/25. I tried them on my sofa and I did not like how they looked. They are sloppy looking and not as clean and tight fitting as the picture on the website. There was nothing really wrong or defective it just did not work for me and I cannot use them. I emailed customer service on 04/07/25 to initiate a return and was told they would only offer me a 20% refund. I asked them why they are not honoring the 30 day guarantee and have not received any answer. I am perfectly willing to ship these back for a 100% refund. I am well within the 30 days as advertised on their website.

  • Initial Complaint

    Date:04/02/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction 3/22/25 I am becoming very concerned with this company after reading the reviews and lack of communication I am receiving. I bought 3 items from this company on 3/22/25 and within the hour of purchasing I attempted to cancel and did not receive a response. It says on the website the order can be canceled before shipping and it was not. I have since emailed twice and have received no response. I am very concerned my ****** I will never see again. My emails are regarding how to return the items.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    date if transaction: Feb 4, 2025 order number: ***** tracking number: YT2503921403008428 paid $53.99 for a purple Damson plush 2- seater sofa cover, but it was too small for my 2- seater sofa. The guarantee exchanges for a larger size if you pay for shipping and the price difference. I emailed back and forth with them about the exchange I needed, but then they suddenly stopped responding. I since sent a few more emails to ask for follow-up, but no response. So I cannot exchange or return the product purchased.

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made an online purchase on Thursday, 3/6/25. Item was received on Friday, 3/21/25. We realized that the purchased item wasn't going to fit as we hoped so reached out to the company to look into a credit or a refund. The company advertises a "30 Customer Satisfaction Guarantee" so that exchanges or refunds can be issued if within the 30 day window. There is no phone number nor chat feature to speak with a customer service representative. All they have is an email address. To date, I have written 4-5 separate emails to figure out how to initiate a return to no avail. All I get is an automated response that says we received your email

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased two sofa covers from Sofa Guards online. Did not receive a confirmation email or an invoice via email. Saw a charge to my card from the company. Waited a couple weeks for product to show up. Used their contact us link to send a message stating that I saw a charge to my card but had not received a receipt or the product. Product showed up a few days later, no receipt enclosed. Did not like product and website says a receipt is required for returns, so I reached out to company again via contact us link on website to ask about initiating return. Auto-response email received but no follow up. Reached out 3 more times via email and again via contact us link. Had one real response (from *** named ****) asking what I needed. Reiterated that I did receive a receipt but wish to return. Provided screenshot of charge on card and item still in packaging. No response. Reached out twice more via contact us link and have only received auto-responses, no actual assistance. Just want to return the items for a refund. They are unused and in original packaging still. Any help is appreciated.

  • Initial Complaint

    Date:12/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please see the correspondence with the customer service rep. ******** message sent on 11/5 explaining that the cover didnt fit (despite ordering a larger size) and the pieces that were supposed to hold it in place didnt work. I submitted photos as requested showing the problem(s). Despite offering a 30-day satisfaction guarantee, I was only offered a 20% refund or a coupon on a future order. When I pressed about the full refund and why that wasnt offered (mentioning the satisfaction guarantee) I was instructed to ship the item to ***** with tracking. Only then would I receive a refund. I have never heard of a company asking customers to ship returns internationally (especially with no return label, etc.) I told them I was willing to ship to a US address. These products are marketed to US consumers and they should have a domestic distributor to manage returns. I want a refund.

  • Initial Complaint

    Date:11/13/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a complete cover for my sectional and covers for seat and back cushions. The company rep **** helped me put together order. I was told 5-10 business days for delivery. Nothing was special or custom order, nor did they say the items were not in stock. I now find that my order is in main land ***** after expected delivery date. I received no update stating my order would be delayed. They are giving no date it will even be shipped. Company now is not responding even though I have sent emails. They claim 24/7 email response. I also think the 50% off is a bait scam because it was not for limited time. Due to claims that sending back for satisfaction guaranteed will cost me hundreds of dollars I want my order cancelled no response. They gave the impression of a CA, *** business. I added this to shop pay and ********* has informed them item is shipped and on way. Not true. I have asked for a reasonable estimate on date I will receive merchandise. I have asked for charges that I will incur if I am not satisfied. SofaGuard states they cannot reuse the order and to be environmentally conscious, they will have us give to a friend if not satisfied. Customers have filed complaints of shipping for returns larger than value of order. I have emailed them requesting refund to my credit card since it has not reached *** Express, the shipper in ******I have sent several emails to sofa guard. Once they set up an order on the cart and I paid they have not responded except to claim order is on the way. They never sent update explaining why order is delayed and since they suggested the order and amounts, I would expect them to know if it would not be received on time.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a sofa cover for my daughter through SofaGuards. The transaction occurredon August3, 2024 for a total of $54.88. I was supposed to receive the cover in "Pistachio", which is a green cover on their website, but instead received a gray color. I have been in contact with their support team to return the item within their30-day policy, yet they are refusing to accept a return.The guarantee on their website states, "We are so confident that you will love our SofaGuards, we offer a 30 day warranty period for if you are unhappy with your order." If you need any more info from me, please let me know as I'm happy to provide.

SofaGuards is NOT a BBB Accredited Business.

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