Skip to main content

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

The Sofa Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for The Sofa Store's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

The Sofa Store has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1 complaint 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:04/07/2023

      Type:Product 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 purchased a sectional and ottoman totaling $5,474. The items were delivered last weekend after a six week wait for a custom order. The ottoman arrived with damage to one of the legs. I have been in contact with a manager and now company president. Their solution is to send a repair person to my house to look at it and fix what they can. That will not be available for nearly a month due to scheduling. However, I’m requesting a brand new item be sent, and they take back the damaged item. Or give me a refund for the damaged item. They refuse to do either option. Only for repairs to come to my house. This is a brand new purchase over $5K, I should be getting mint continue. Not a damaged item in need of repair day one.

      Business Response

      Date: 04/07/2023

      The issue with the ottoman is a loose leg, which is easily repaired in a single visit by a technician. Our return policy, which is consistent with most other furniture retailers states the following: Damaged Products:Product(s) will be delivered by one of our delivery teams for all local deliveries; Feel free to call us for our local delivery area. Upon delivery, inspect your product for damage. If the product is damaged, please note the delivery ticket and take pictures. We will have the furniture repaired as quickly as possible. If the furniture cannot be repaired, it will be replaced.

      We are servicing the product per our policy and it will be repaired to be as good as new. It is unfortunate the the client does not wish to accept this resolution, especially considering the small defect does not impact the use or appearance of the furniture. 

    The Sofa Store is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    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.