We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Furniture Stores

Sensational Sofas
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:02/03/2023

    Type:Order Issues
    Status:
    Answered
    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 paid a deposit $500 cash to have a sofa ordered. April 28, 2022. The owner ********* stated the couch show come back in October. Then they changed the date to December. I went into the store the first week in December and she stated the sofa had just shipped and i may get it before Christmas. Then I went back in the store around Jan 4, 2023 and she stated again it just shipped. So finally around Jan 12th I emailed and requested my money back and she refused because its a special order. So, I went back to the store Jan 30th and requested to see a invoice or email or proof of my order because at this time they just check blowing me off. I explained to her that if she was unable to get the sofa just let me know so I can get my money back go purchase me a different sofa. She wants to keep my money and its been almost a year.

    Business Response

    Date: 03/07/2023

    The consumer has accepted delivery and agreed to pay the balance. We are just waiting for her to set up delivery. 

    Customer Answer

    Date: 05/01/2023

     
    Complaint: 19314226

    I am rejecting this response because: April 27, 2023 To: Sensational Sofas, BBB, ************************* This is my second complicate about this business. I ordered a custom $(7500) Sofa last year in April 2022, and the sofa was just delivered last week April 19, 2023. After waiting for almost one full year for the sofa to arrive. It was a different color, poor quality leather, the cushions are thin. The day after delivery I explained all these issues to the owner/manager, and she just flipped me off. I invited 2 friends over to sit on the sofa and give me their opinion of the sofa. When they sat down the cushions flatten out and they said the sofa was not comfortable at all. I believe that during my waiting period they could not get it from the original vendor, and they ordered it from a vendor with less quality furniture. At this point, I just want to be made whole again. Refund my money back. They have betrayed, mislead, deceived me enough. I dont trust them. If this issue is not resolved soon, I have no choice but to hire an attorney. ***************************

    Sincerely,

    ***************************

    Business Response

    Date: 05/12/2023

    Sensational Sofas has delivered exactly what **************** ordered.  Special orders are not cancelable; however, we offered to cancel her sofa before it was delivered and she would only forfeit the $500 deposit. **************** stated that she still wanted the sofa. After the sofa was completed by the company to the exact specifications requested by ****************, we then held on to the sofa for approximately two months before she was able to pay and have the sofa delivered to her house. **************** can not return this sofa because it is a "special order" and now the sofa is considered "used" because she sent ** pictures of multiple people sitting on it.  The product is not defective.  She simply changed her mind.  An attorney contacted ** to discuss the matter and informed ** that she would not be representing **************** going forward after we explained the situation. **************** threatened and harassed our employees on multiple occasions even prior to her sofa being completed.  The attorney that reached out on ******************** behalf, as a pro-**** consultant, also stated experiencing similar treatment.

    Customer Answer

    Date: 05/18/2023

     
    Complaint: 19314226

    I am rejecting this response because: First of all, it took 10 months or more for the couch to come in.  And I requested to see the couch before delivery and wasn't allowed.  I never made any threats to any employee at this store.  I have contacted all the necessary people to have this issue corrected.  I also asked an atty to call and try and work something out with them and she was not successfully.  This is my first time hearing about these so called threats. That is "defamation" and " Slander.  The Couch I view in the store was of good quality, beautiful color.  When the couch was delivered to my house it was totally different from what I ordered.  The couch was not the  color, leather cheap quality, pillows sink down when you sit down.  pictures attached of both the store couch & the one at my house. 

    Sincerely,

    ***************************

  • Initial Complaint

    Date:09/19/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    1. Custom sofa ($8119.31) ordered January 4, 2021 with a promised delivery date of April 1, 2021. I asked to change the ottoman two weeks into the order and was told I could not change because it was already in production. April 1 came and went. I continued to contact the store to find out when I would receive my sofa for the next eight months. No resolution was offered as I asked for a refund or any other offer such as a discount on a future item. They were very difficult to reach and unapologetic when I finally did reach them. This went on until I finally received the sofa on December 12, ******. August of 2022, my USB port stopped working. I contacted them for a warranty repair and they asked me to e-mail a photo of the port. A couple of weeks later they replied that the repair would not be covered by the warranty because the port appeared to have been abused. It certainly has not been abused. Now they want $50 to repair it

    Business Response

    Date: 12/20/2022

    This customer ordered during a hard time for furniture. The furniture companies had difficulty getting all the supplies so we did have delays. This customer would call and check quite often and we would provide the most up to date information. We apologized multiple times for the delay, but unfortunately we have no control over when the furniture will arrive from the manufacturers. We also never promise dates of delivery to any customers.

    The complaint for the *** port was sent to the manufacturer with a photo that was provided by this customer. In the photo there were multiple scratches and the *** port looked like it had been forcefully pushed in. The warranty is with the manufacturer and they will not honor the warranty if there looks to be physical abuse to the product. Sensational Sofas reached out to the customer with this information. We were charging the customer the same price the manufacturer was charging us for the part.

    Customer Answer

    Date: 12/20/2022

     
    Complaint: 18048843

    I am rejecting this response because:

    the *** port was NOT abused. Any scratches are from normal use by adults. Scratches on the exterior plastic have no effect on the function of the *** port. In providing responsible customer service and in standing behind this faulty warrantied product, Sensational Sofas is responsible for replacing it. 

    Sincerely,

    *********************************

Sensational Sofas is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.