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Business Profile

Retail Stores

Sofas & More

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




    Sincerely,



    Charles *****once used more. Matt also advised me not to sit down hard or move side to side because it may not hold up. I feel that there may have been a previous issue with the recliner and they just wanted to make a sell and get it out the door. I have been a loyal customer and deserve a refund at this time.

    Business Response

    Date: 12/18/2024

    As the customer stated in the complaint, he was advised by the manager that due to his larger stature, this recliner would have a difficult time holding up. He was also shown a larger recliner by the sales associate that had higher weight capacity. Despite this advice, the customer stated that he preferred the one that he purchased, due to it being very similar to a model by the same company that he had purchased previously that has since been discontinued. We would, of course, never deny a person the opportunity to make a purchase. We simply try to offer the best possible advice and information, and then it is up to the customer to make a decision on whether to purchase or not. We would also never knowingly sell a customer a faulty chair as the customer said, "just to make a sale and get it out the door." You do not do business in a community for 30 years operating that way.

    As stated on the "Terms and Conditions of Sale" on the customer's signed invoice, our store policy is and has always been to honor the manufacturer's warranty. We do not issue refunds or store credit unless that the manufacturer opts to go that route. I am not aware of anywhere on our website stating that an item can be returned within 7 days? I have cut and pasted directly from our website what it says under the Terms of Use link *************************************** ** *** ****** ****** ******

    Return Policy
    Refunds will be handled according to our store's policies. Please contact us for a copy of our store's policies.

    The customer's reclining mechanism apparently failed during his use of the chair. In this case, as with most all other cases, the manufacturer will likely choose to simply replace the mechanism and repair the chair. They will send a licensed technician to perform the repair and report any additional findings. Because the customer elected to bring the recliner back to us, we will then contact the customer when the repair is complete. Hopefully, with proper use and care of the chair, the repair will hold and the customer will have no further issues.  

    Business Response

    Date: 12/28/2024

    Sofas & More will continue to follow company policy, as stated on the Terms and Conditions section on the customer's signed invoice. Furthermore, Sofas & More will follow the manufacturer's decision/guidelines regarding the repair or replacement of the item that the customer purchased.

  • Initial Complaint

    Date:02/16/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Bought Oct 14th 2023 and has not been delivered. The store manager "Matt" keeps pushing the delivery date out. Matt has pushed this date out 4 times and refuses to refund my money.

Sofas & More is NOT a BBB Accredited Business.

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