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March 29th, 2005

Furniture Delivery

A few weeks ago we ordered a chair and a pair of couches from a furniture store. They told us 8-12 weeks for the shipment because one of the couches would take longer to get in the color we wanted. Order placed, fine.

A couple weeks later they called to let us know they’d split our order for us for no extra cost since one of the couches and the chair was ready. Good!

The day before the delivery date for the early couch and chair, we get a call that the couch arrived damaged at the warehouse, so it’ll take a couple more weeks. But! They’ll deliver the chair.

Even though it’ll be a hassle to come home for delivery on three different days over the next few months, some of the stuff is still coming signficantly earlier than originally expected and at no additional charge, so I can’t really complain.

Anyone have any good stories about furniture deliveries gone way wrong?

Posted in Miscellaneous

FROM: Paul
DATE: Tuesday March 29, 2005 -- 12:33:12 pm
Boy, do I.

DATE: Tuesday March 29, 2005 -- 7:22:27 pm
I do, i posted it before though, let me find it! This doesnt answer the question, but we got new furniture and it was around the beginning of june. We had to have the couches specially ordered from the company from the store so it would take longer. Incidentally in the time we waited, the store went bankrupt and then the company wouldnt send our awesome sectionals. Then we had to get something off the floor and we ended up with semi-good couch and loveseat, but we had a chair that would match the sectional but it doesnt match the couches so it sucked. So be careful and ask if they are going to go bankrupt soon.
It was on february 22, see i warned u

FROM: Chris [E-Mail]
DATE: Tuesday March 29, 2005 -- 9:41:54 pm
Not so much a delivery problem as a shopping problem...

When we moved to VA out Leesburg house was much larger than our house in GA. So we had several empty rooms. We went to The Room Store in Leesburg to buy new furniture for the den, intending to leave the living room empty.

When they delivered the den furniture it didn't fit in the room. The couch and love seat were way to big for the area of the room. So we put that set in the living room, where it just happened to fit perfectly, and bought even more furniture for the den.

Honest mistake, or did my wife take advantage of me?

FROM: *manny*
DATE: Tuesday March 29, 2005 -- 10:25:08 pm
This is a stupid website!!!OMG!!!!
I hate it!!

FROM: Kate
DATE: Wednesday March 30, 2005 -- 12:41:14 am
December 21st or so, I ordered a rocking chair. It was supposed to be in by January 10th at the latest... at the end of February, when it came in, they called and yelled at us because we couldn't pick it up on the same day we were notified of its arrival. What lovely customer service.

FROM: Maria
DATE: Thursday March 31, 2005 -- 7:26:28 pm
So, Paul. It's been a year. Did you get the full refund?

FROM: Paul
DATE: Thursday March 31, 2005 -- 8:40:10 pm
In fact I did, Maria. I'm just bad with this whole web thing - sorry.

FROM: laurie
DATE: Wednesday June 22, 2005 -- 10:34:29 am
No I haven't had any deliveries personally, but I work in the furniture sales, and where it is very common for things to go wrong. First of all, wood furniture made by most vendors is made in China, so that slows down the items, due to having to go through customs and the ports and then it goes to the warehouses, from there to the stores, due to all the items being transported by all kinds of transportation, things get damaged. Your sofa was a special order and most stores carry items on their floor as basic stock, and they always have a locker stock order and are being made daily, special orders have to be done special and if it arrives damaged, that same process has to start all over. That store should have offered you not only free delivery but also a discount for having to wait even longer, that is called good customer service. Please also take into consideration that when a furniture sales associate gives you a 8 to 12 week time frame for your order to come in, that it is a estimated time of arrival, if they are smart, they will add a few weeks when they quote it. We have customers who start complaining about how long it will take and usually will start getting impatient long before it has been even 8 weeks. ETA means exactly that, it is not a definite time it will be at the store.

DATE: Monday March 6, 2006 -- 1:55:09 pm
I resently received a special order sofa that was done in leather. The workmanship on the new sofa is terrible. It has a recliner at each end which the tucks in the seats are 1 1/2 inches out of line with the center stationary piece's tuck. The back looks terrible and the sofa sits in the middle of the room with the back exposed. The head rest are overstuffed and there are big gaps between the seats. It looks nothing like the craftmanship of the sofa we looked at in the showroom and Sofa Express is giving us the run around. The evening after the tech from Sofa Express looked and took pictures I found a 1" long cut (looked like a razor blade cut) in the foot rest of one recliner. They said they are sending another tech out to look at it so between delivery time and the time involved with these techs coming here I have around 10 hours of waiting for them. Does anyone have advice to get them moving on this piece of carbage?

DATE: Sunday April 16, 2006 -- 6:29:30 pm
I bought two sofas from Sofa Express. Since I didn't want the neon orange or shiny forrest green material that was stock, I custom ordered material, had pieces stain guarded, and paid the $70 delivery charge for a total of $1200. Store manager promised the delivery people would move old furniture out of the way (not take it with them, just move). Had to pay delivery people $10. They said they weren't allowed to move old furniture due to insurance prohibiting moving down steps due to accidents. (I live in a ranch house with NO STEPS.) This insurance stipulaltion in effect for 2+ years but sales representatives still "promising" the service.

Furniture delivered was embarassingly poor quality. Nothing like what was represented in the display room. Sales rep & store managers said I couldn't expect my new furniture to look or feel the same as the display furniture as the displays were 3 years old. My new furniture looked WORSE! The display furniture had been stuffed and restuffed numerous times until they were at an acceptable level. The new furniture is "expected to decrease in density up to 30%" within the first 30 days according to S.E. which means your cushions will actually thin out 2-3 inches! Of course, then the material will pucker and bag, you'll have to put in numerous calls to service, take time off work, etc.

I attempted to work with local store, service center and anyone else I could find connected with S.E. I was told my accounted was closed, "customer care" representative (don't get me started) BLOCKED my account with a notation "DO NOT PICK UP" furniture so I COULD NOT RETURN IT.

After belatedly researching the company on-line, I decided it just was not worth the hassle of trying to resolve this issue. I agreed to pay the 30% return fee (although the sales rep told me at the time it was never enforced). Also, please note there is clause in the S.E. contract that IF THEY ARE TAKEN TO COURT TO RESOLVE ISSUE, YOU MUST PAY THEIR COURT FEES." You would think that would be a big flashing sign, but I missed it as the sales rep said it's a 1 in a million chance.\\\

Live and learn. Read the contract. Take exception to anything that leaves you open to extra charges, and most importantly....


With the advent of "Sofa Express and More" and the popular designer Genevie Gorder from Trading Spaces as new spokesperson, I foresee many more complaints regarding this company. Just wish I had checked them out on-line before foolishly ordering from them.

DATE: Sunday April 16, 2006 -- 10:19:02 pm
I use to be a Claims Manager for a local moving company that did local furniture deliveries for Basset as well as many other companies. I could tell use dozens of horror stories about the Furniture, the deliveries and the customers. I wont go into that but i will tell you that most brand new furniture has some sort of damage or is repaired. Make sure that you inspect the furiture, walls, and floor before you sign reciept of delivery. You can and will get screwed if there is a problem. Know what you are signing for and take your time inspecting the furniture.

FROM: Shawn [E-Mail]
DATE: Wednesday April 26, 2006 -- 9:37:40 am
Here you go, all the reason you need to NEVER buy from this place. Follow this link to and the complaint I have made. At one time this was the 4th hit on Google when you searched on Sofa Express. Apparently they found out about this because many useless tags have been added to make sure my post is not I posted again........

I did everything I could to be reasonable with these people. Having gone quite out of my way then to be treated the way I was. I will be telling this story to EVERYONE I can.


Here is the link

Let me know what you think everyone, thanks!


FROM: Shawn [E-Mail]
DATE: Wednesday April 26, 2006 -- 9:45:48 am
BY THE WAY, this is the link to the parent company of Sofa Express. I e mailed them with the complaint I had. Feel free to hit their mail up you may see some results.

Also, I have been looking around and it seems ALOT of people have been screwed by this store. If you are interested in a combined effort to do something please e mail me.

Here is the story for the switch in ownership:

Here is the link for the new owner:

It is a quick copy and pase to let them know, and I have done it. I also let Fromt Froom Furnishings know (this is the store opened by the old owners the Quinn family). And having said that I will be shopping there from now on.

What is this then?

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