Complaints

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.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had purchased a couch set on January 3rd of 2024. And never said on the couch when I went to rearrange and I noticed that the couch had a bend on the Mainframe I called them on January 10th of *********************************************************************************************************************************** anything. Have not heard from them in 2 weeks so I called back and then they tell me that they sent it in to the repair request manufacturing I get an email from them stating that it is not under warranty and that I would have to pay out of pocket which took them 3 weeks to even get back with me on this matter. And that was after I called every week to figure out why it was taking so long. The bend is on the main frame of the reclining part. It is a manufacturing issue which they acknowledge but because it is been over a year they will not fix unless I pay out of pocket. Which I will do because I am still making payments on this furniture

  Business Response

  Date: 02/13/2025

  ****** **** purchased a reclining sofa from us on 01/03/2024. The manufacturer has a standard one year warranty for all parts and repairs. Her one year warranty expired on 01/03/2025.
  Our service department received ****** ************* claim on 1/24/25 from our Rolla location. We immediately sent emails over to the manufacturer, ******. We did not receive a response back from the manufacturer until 1/28/25 stating the mechanism was priced at $50 but due to its size could not be shipped from their factory in *******. We no longer order from this manufacturer so we cannot receive a product container or truck from them. We reached out to the United States office on 1/28/25 and did not receive a response until 2/7/25 due to the entire office being out. On 2/7/25 the manufacturer stated the cost of the mechanism again and the sku number but did not list the shipping cost or if it was available. We sent them an email again on 2/10/25 asking for this shipping cost. Since then Ms. **** has called our Rolla location several times on 2/10/25, our Fort ***** store on 2/12/25 and was told we are waiting for the manufacturer to respond. We have emailed Ms. **** 1/24/25, 2/3/25, 2/5/25, and 2/10/25 regarding updates on her claim. As of 2/13/25 another email has been sent to the manufacturer requesting a cost on shipping of this mechanism.
  
  

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased our couches which stated lifetime warranty against any defects. The levers for the recliners have had to be worked on twice and they are messing up again. We contacted sofa city in January. They reviewed the information and agreed to fix them. Stated they ordered the parts but due to supply chain issues it would take 3-4 weeks. 4 weeks passed and we had not heard from them so I reached out again. Then they decided that the manufacturer would replace the part but we had to pay $40 for shipping and to have the part installed. The parts are only $20. These couches were almost $3000 we purchased them with the lifetime warranty against defects. Obviously it's a defect if they have had to work on them multiple times. But apparently they got a new system and now can't find any of that information. So now we are left with a couch that does not function properly.

  Business Response

  Date: 03/20/2023

  To Whom It May Concern, 
  The managers and team have looked into this issue and complaint from ****** ****, hereinafter referred to as the customer. 
  The customer purchased their furniture from Sofa City on August 26th, 2016. The store follows the same procedure for all furniture purchases when it comes to warranty. We let all customers know that there is a one year manufacturer warranty and we offer an extended warranty plan at the time of purchase, with the price being based on the amount they paid for their furniture. This is called the Simplicity plan. The customer did not purchase the entire plan, but instead opted for a “fabric only” 10 year plan, as pictured in her original receipt. We no longer offer this plan in store, but the company still accepts claims for this. 
  The one year warranty for manufacturer defects is true in almost all cases, but sometimes manufacturers offer extended warranties on certain parts of the furniture. Weather that be electrical components, mechanisms, fabric, etc. 
  In the customer’s case, the manufacturer of their furniture is called ******** ***********. The service manager at the store sends all of the customers information to the contact from the manufacturer and they let us know what, if anything, will be covered under their manufacturer warranty. The entire ******** *********** warranty page can be found here at ***************************************. 
  This page states that ******** reclining furniture has a limited lifetime warranty on seat foam, wooden frame parts, reclining mechanism, and all other metal components. Further down, it states the limitations on said warranty. Here it states that shipping and handling are not covered under the warranty. 
  We tried to communicate this with the customer, by informing her that the shipping costs would be $30-$40 whenever the parts arrived, considering they have had their furniture for six and a half years. This information was told to us by the direct manufacturer contact, we did not make this decision on our own. We have attached our communications with the manufacturer and the customer to show this. 
  After trying to communicate this with the customer, she became very harsh towards the team member she was in contact with, due to this reason we decided to end correspondence with her. 
  Thank you for your time. 
  Sincerely, 
  ***** ********
  Sofa City
  
  

  Customer Answer

  Date: 03/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  For 2 months I was being told the repair would be covered and they were ordering the parts. They were backordered due to shipping delays. I was told it would take about 3-4 weeks to get the parts in. Once they came in they would contact me to come install. After waiting and waiting for a month I reached out again this time a different person and now the parts had not even been ordered. Not only that but now I have to pay $40.  Not sure why they are saying in the paperwork that BBB sent me ********'s warranty information that is simply untrue. I have all the original paperwork from when I purchased the furniture and nothing in that paperwork indicates that I would have to pay shipping for a mechanical defect. Since this has already had to be worked on twice and this is the 3rd time of malfunction that is legally considered a defect.  As far as some extended warranty that was never mentioned. I purchased the only warranty offered that was above the lifetime warranty against parts defect. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 03/22/2023

  After reviewing ****** ****'s most recent response we have attached the text messages showing where we sent the ******** warranty information page to her directly from ******** ***********'s website. According to her original purchase paperwork, Mrs. **** purchased a ******** ***** loveseat, ******** ***** sofa, and an extended warranty for 10 years on just the fabric material. The only other paperwork she would be provided is the warranty cards attached to the sofa and loveseat from the manufacturer. These would include brief descriptions of how their warranty works and what is covered. We did not provide additional information regarding any other warranty services at the time of purchase as we do not have additional coverage at the store level. 

  There was a miscommunication with Mrs. **** over what parts she would be needing (pull handles). After reaching out to the manufacturer we determined that not only were those parts were not ordered but ******** *********** believes she needed two new scissor mechanisms for her loveseat instead. This is why parts have not arrived and we apologize for the miscommunication on parts being on order. Our resolution is to have two mechanisms sent to the store and the customer pays $30-$40 in shipping charges to ******** ***********. Replacing and labor costs would be paid by the customer to the third party repair company we use as she is outside the one year labor warranty coverage ******** *********** provides.

  Customer Answer

  Date: 03/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have the paperwork stating lifetime warranty against defects no where does it state that any of the cost falls on the consumer.  The issue was addressed the first time 6 months after purchase and they just put a bunch of grease on it (bandaide the problem) the second time was a couple years later again they just greased it.  This time the third time they want to put all the expenses onto the consumer.  For 2 months they told me parts had been ordered and it would be covered not once was there any mention of ANY of the cost falling back onto us.  Now more than two months later we are being left to pretty much pay for everything and I am sure by the time they finish charging us for all of this stuff we would have paid more than the cost of the couch.   This is not the way to do business.   It is not about the cost of shipping or NOW they want to add we have to pay the company to install it.  What it is about is that for two months I was told they would repair the issue.  I waited and waited on these parts that had been supposedly ordered.  I have text messages to prove this which was attached to my original complaint. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****