Complaints

This profile includes complaints for Stanton Sofas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stanton Sofas

  23849 S Mulino Rd Canby, OR 97013-8796

• 

  Stanton Sofas

  PO Box 430 Canby, OR 97013-0430

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:01/31/2025

  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.

  We purchased a sectional sofa from *********************** and Mattress in *****, ** in August of 2024. We had the sectional custom made with a Stanton material. Both the sofa and the material are still under warranty. The day they delivered the sectional; they were unable to make the pieces stay together. They were banging on it with hammers and everything else and the pieces were just popping apart. I contacted the store manager at *********************** and he said he would contact Stanton and call me back. He did not call me back (this will become a theme as he has not called me back one time, I am always tracking him down). I called him and he said he was sending someone out to look at it. The gentleman that came out didn't know what to do and said he would need to call Stanton. Again, no one called me so after calling them they said they had an idea and were going to come back out. The second idea didn't work so again they ignored me until I called several times. Finally, I drove to the store and spoke to the manager. He said he suggested ordering a new corner piece but he would get back to me. You guessed it... he did not. In the mean time the material is starting to wear as if it's a decade old. I filed a complaint on Stanton's website twice and heard nothing. The store manager at ******** said they don't talk to customers and would not give me a contact number. One cannot be found on their website either. But he said that they said they will not take care of the material because it's basic wear and tear (it's less than a year old). We are active-duty military and they know that we are moving in the summer, so I feel like they are just waiting me out until I go away. We paid $3000 for a sofa that is literally falling apart and looks years older than it is and neither the furniture store or the vendor will stand behind this product.

  Business Response

  Date: 02/03/2025

  Good morning,

  
  Thank you for bringing this matter to our attention. We sincerely apologize for the delays and lack of communication youve experienced throughout this process. We understand how frustrating this has been.
  Wed like to inform you that a refund and exchange are currently being processed through the retailer you purchased from. It is our understanding that your retailer should have the replacement piece within the next two weeks.
  Again, we apologize for the inconvenience and appreciate your patience as we work to resolve this matter.

  
  Best regards,
  Stanton Sofas

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22884231
  
  I am rejecting this response because: This response is unclear to me. Initially you say that a refund/exchange is being processed but then you reference the corner piece that is being replaced. Again, you have given me no real information and tossed it back to the retailer that has refused to adequately communicate with me. Additionally, you didn't address the fabric issue. So here are my concerns:

  1. Firstly, I do not believe that a corner piece will fix the problem. None of the pieces fit together, not just the corner. However, if you want to try that then I would like a date of arrival because the store manager doesn't know and when I asked him to find out he of course never returned my call.

  2. The fabric is under warranty and while it may be functional, it absolutely should not look the way it does after 5 months. I would like that addressed as well. 

  3. A new issue has arisen. Because the pieces don't fit together and the pieces move around and the wire to the ($200) battery pack has now been damaged and is now unusable. 

  I am attaching pictures of the fabric as well as the damaged cord. I would like to speak with someone at Stanton directly as I have lost all confidence in the store a this point.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/07/2025

  Good morning,
  Thank you for your feedback. We apologize if our previous response felt unclear. Our intention was to provide you with transparent information regarding the status of your claim, including the current processing details and an expected timeline.
  Please be assured that your warranty is still being honored by your retailer. Therefore, any further inquiries or claims regarding this matter should be directed to the retailer from whom you made your purchase.
  If, however, the retailer is no longer in business or is no longer honoring our warranty, please do not hesitate to contact us again, and we will assist you accordingly.
  Best regards,
  Stanton Sofas
  

• Initial Complaint

  Date:04/06/2023

  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.

  I purchased a Stanton Sofas chair from Rifes Furniture for *******, delivered on 3/22/22... The cushion failed; starting in October, ***** sent a repair man to examine the chair. ***** picked up the chair on 11/19/22, replaced the cushion, and returned it on 11/23/22... The cushion failed again in December... They said it could have been that somebody put the old cushion back into the chair, so they came to my home and replaced the cushion... In March, the cushion started to fail; it had something poking me. The repair man looked at it again and said something was wrong with the chair... ****** refused to replace the cushion, saying they had replaced it twice. They replaced it once because the 1st time, it was faulty.Stanton Sofas said the most they would do is sell me a replacement bottom to the chair for ****** plus costs.This chair was warranted. I am filing a claim against ***** as well. I am 80 yrs old, 145 lbs, and on oxygen. I need an excellent chair to sleep in as well. I was assured the chair was built for this purpose.I had to pay ******* for a new chair. I am filing a claim with ************************************* for this and other reasons.

  Business Response

  Date: 04/24/2023

  We have been in both email and phone contact with ****** in regards to *****************
  Communications directly with ******** have been via our email contact on our website and all of her emails have been responded to.
  We have sent replacement cores for her furniture when Rifes has requested it.

  We have tried to go above and beyond as her current complaint does not fall within the outlines of our written warranty.
  ****** we feel has gone above and beyond taking care of ********. Photos of the current state of her furniture are attached.
  The pictures attached were sent to us from Rifes customer service team.
  
  The last communication we are familiar with was from ****** to ******** asking that they wait before replacing her foam core again as it doesn't appear to have defects.

  Our understanding is that ****** would like to wait before replacing the foam core again as they are not sure it has failed.
  
  Attached are some photos Rifes most recently sent of her furniture and the state it is in. 

   

  Best regards,

  Stanton Sofas

• Initial Complaint

  Date:03/03/2023

  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.

  I purchased a Stanton sofa with a 5 year cusion replacement warantee that clearly states that they would replace any cushions that no longer holding their integrity. After significant back and forth, they were only willing to replace 2 of the cusions based on the photos that I provided. They do not honor their waranty and short of taking them to small claims court I have no recourse to take. According to the furniture store this response with regards to their waranty is not uncommon and the customer service reps ******** me that they "rarely go through".

  Business Response

  Date: 02/26/2024

  After reviewing the claim sent to us by the store and photos provided, it does appear the issues you are experiencing is with the feather wraps around the cushion foam rather than the foam itself. At the time of the claim a solution was provided to the retailer that should have been communicated to you. That said, some where along the way it seems there was a miscommunication. The foam warranty covers the foam itself, whereas the feather warranty would cover the feather wrap that encases the foam core on a down sofa. So, we offered to cover the issue that was under warranty and provide parts at a low cost for the issue that was not. Thank you,

  -Stanton Team