ComplaintsforSensational Sofas

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  *********************************

*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. ↩