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ComplaintsforSofas & More
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Complaint Details
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Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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.Initial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In January of this year, we were told that it would be 20 weeks until the delivery of our furniture. In June of this year, we were told it would be an additional two weeks until delivery. In two weeks, we were told it would be two weeks until delivery. This continued until August of this year until we received our furniture, making it ~28 weeks. Upon delivery, the legs of the two chairs we ordered were damaged by the delivery personnel. It is now a month later and we have not received the replacement legs. Sofas and More is refusing to provide the replacement legs to us as requested.Business response
10/25/2021
Business Response /* (1000, 5, 2021/09/20) */ We are sorry if this customer feels mislead regarding the delivery time of their furniture. With the supply chain issues due to the global pandemic, we have been quoting 6 months on orders since the beginning of the year. Around the time that this customer ordered, there was a lot of confusion regarding timeframes for delivery, and we could only relay to customers what manufacturers' were telling us at the time. We apologize for any confusion. Nearly all customers are experiencing longer than normal wait times and we appreciate everyone's patience. Regarding the damaged legs on the customer's chair, we ordered them on 8/9/21, and they arrived at our location on 9/2/21. This was communicated to the customer. They requested that we mail the replacement legs to them, however it is our store policy not to do that, as we have experienced many problems in the past with placing items in the mail. They are often lost in transit or there can be other issues with damages. It is best practice to hand over the parts to the customer. We will happily hand deliver them when we have a truck in their area, however with our current schedule booked and no deliveries near this customer, it may be several more days before we can work them into the schedule. Should the customer not wish to wait any longer on the replacement legs, they are welcome to pick them up at our location. We strive to accommodate our customers as best as possible, and certainly wish to see them satisfied with their purchase. Consumer Response /* (3000, 7, 2021/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been "a few more days" and we still have not received the replacement parts for the damaged furniture caused by their delivery personnel. The business mislead us about the 20 week delivery time and it is apparent that they have no interest in resolving the issue of the damaged products. The business have made it very clear that they are not going to be responsible for the damage and that we will have to absorb the cost of the damaged furniture ourselves. If this business was reputable, they would have directedly contacted the manufacturer and would have had the damaged product mailed (USPS) to us directed, as agreed, and I would install the replacement so there was no continuous damage from careless workers. Business Response /* (4000, 9, 2021/09/27) */ The plan is to hand deliver the replacement legs to this customer's home at 462 Old Lake City Hwy in Rock Top, TN this week. Like we said, it would be "several more days" before we could deliver the legs due to scheduling. It has been 7 days since that statement was made. As stated, it is store policy not to place replacement parts in the mail for the reasons we listed. Mr. Rose is more than welcome to install the parts himself once delivered. We have no issue with that. We are delighted to confirm that Mr. Rose will the replacement legs for his chair very soon. Business Response /* (4000, 12, 2021/09/28) */ The replacement parts were hand delivered to the customer by the owner of the company on Monday 9/27/21. The customer expressed his gratitude upon accepting parts. We hope that the customer will now be able to enjoy his purchase. Sofas & More considers this matter closed.
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Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 8:00 PM |
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TTuesday | 9:00 AM - 8:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 8:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | 1:00 PM - 5:00 PM |
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.