Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On **.24.21 I purchased a sofa for $2,137 order # **-11563 from sofaandsectional.com. While working with their sales rep they offered a 5 year extended warranty program that I signed up for. On 6.2.24 I needed to use it since my sofa frame broke. The warranty company ********* services) said I needed to enter via the app that they could not do it over the phone. I entered it on 6.2.24 and noted that the issue happened on 6.2.24. I was shocked to find out that WS denied my claim stating that I was 1 day late in submitting the claim and I need to get with SofaandSections.com for a resolution or for them to update the term of the agreement. I reached out to SofaandSections.com and they said they would check on it for me. I have since received an email from WS stating that they will not honor the agreement since they show I was 1 day late. I sent them the pictures I have showing the date at on time but they said I needed to reach out to ********************************* since they are the ones that set the terms. They said SofaandSections.com can decide if I get a refund, replacement, or repair. I have called multiple times but have no resolution.

  Business response

  07/17/2024

  Hello,

  As a retailer, we do not have any say in whether a warranty company approves or denies a claim. This is at the warranty providers sole discretion in accordance with their terms of service. We do know and try to stress to all of our customers that when filing for warranty service, it is important to do so immediately once the damage or defect is noticed. Unfortunately, their records show that the damage was reported outside of the 30 day timeframe.

  However, we have been in contact with the warranty company and I have been told that they have reopened your warranty claim and that you should be or already have been contacted to schedule a technician appointment.

  Best Regards,

  The Sofas and Sectionals Team

  Customer response

  07/18/2024

   
  Complaint: 21911287
  
  I am rejecting this response because:

  I have documentation/video showing that I entered the information on the date that it happened. This was the main reason for this complaint. The warranty company stated they do not have anyone in the area to service my sofa at this time. I paid extra to you all to have an extended warranty that I am not able to use.   
  

  Sincerely,
  
  *****************************

• Initial Complaint

  05/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the ************************ Sectional on 9/3/22. After waiting 3 months, I received a call that my couch would be the first delivery of the morning (around 7am) on 12/6/22. At time, I lived an hour away from so my husband took a few blankets and a pillow slept on the concrete floor the night before so that he would be there to except the delivery. At 9:15 PM, the following night, a sectional was delivered and was not what we ordered. We declined the delivery and were told we would be receiving a call the next day. My husband missed an entire day of work, unpaid, and no couch. I received zero communication until I reached out on 12/12 and our sectional was finally delivered with white glove service on 12/18. The delivery people put a hole through our drywall and broke the baseboard around our staircase so my husband brought in the furniture and set it up himself. (Neither delivery driver spoke ANY ENGLISH!) When I called your company to make them aware, I was told that I needed to file a claim with ******************. When I originally purchased this sectional, I was given advice by the sales associate as to which fabric was the most durable so I chose her suggestion (****************). I have now owned this sectional less than 5 months (no children/no pets) and the fabric is pilling so bad already, that I cant imagine what it will look like in another 5 months! I am attaching photos so you can see what has already occurred. I am extremely disappointed with the customer service that I have received from this company. Your website states that Customers Come *********** have a 5 Star Rating and A PROMISE for customer satisfaction, but there is NOWHERE on your site to leave a review. In addition, it looks like you have had quite a few complaints to the BBB. I am kindly asking that you either make this right for us or that you give us a refund for the $2,300 that we spent. ******************

  Business response

  05/22/2023

  Hi *****,

  First off, I am so sorry for your experience so far.

  After reviewing your photos, I have made the decision that there is most certainly something not correct here. While what ***** stated in her ticket with you is true, that pilling is not covered under the manufacturer's warranty, this appears to be a pretty extreme case and we can understand why this is unacceptable for a 5 month old sectional.

  We haven't seen anything this extreme when it comes to pilling with that fabric. From the limited photos I reviewed, it would appear that your blue sectional has almost turned a cream color. It would appear that the lighter backing material is pilling through the open weave of the blue material. Especially when your decor is very clearly matched well to having a blue sectional.

  So in this instance, I have 2 options for you.

  1) We replace the entire sectional with a different material. This would be of your choosing and we would allow any of the Klaussner fabric grades that are current. I can provide a few suggestions that come close to matching the color that you currently have (before it pilled excessively) if you choose to move forward with this option.

  2) We can pick up the sectional and issue you a full refund.

  Again, I am very sorry it took this long to respond and that this fabric does not appear to be holding up but we are committed to making things right for you. 

  You can respond directly here to let me know which choice you would like.

   

  Best Regards,

   

  *****

  Customer response

  05/26/2023

   
  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,
  
  *******************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a leather power-reclining sectional sofa from Sofas and Sectionals in 2020. First, the wrong item was delivered and I had to wait several weeks for a replacement. Next, the delivery team damaged the new piece during the delivery process and I had to wait several more weeks for a replacement. Then, an unused piece of the couch (wedge section) collapsed and I had to wait for a replacement piece. Last fall, the motor failed on one recliner and the armrest collapsed on another piece. Despite purchasing a 5 year extended warranty through Sofas and Sectionals' warranty vendor, Uniters, I have yet to receive a resolution. It took Sofas and Sectionals several weeks to even locate the warranty documentation that Uniters did not have on file. Once that issue was resolved, I had been in very slow-going but regular communication with both companies as I sought a repair resolution, but as of January 2023, both companies have gone completely silent and have returned my consistent efforts to communicate. While Uniters is responsible for the execution of the warranty, Sofas and Sectionals is responsible for standing by the $3,400 purchase from their website and the extended warranty they also sold.

  Business response

  03/29/2023

  Good Morning Aja,

   

  We have reached out to Uniters and requested that you be contacted immediately.

   

  We will also be following up on your ticket with us to ensure that Uniters is taking the correct steps to make sure that everything is taken care of.

   

  Thank you,

   

  Sofas and Sectionals

*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. ↩