Complaints
This profile includes complaints for sohomod.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:08/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 placed an order with Sohomod in April 20, 2025 for a sectional sofa, paying $2,086.09 in full. I was originally told the order would be on backorder for about 5 weeks, but I actually waited close to 4 months.When the delivery finally arrived on August 15, 2025, the wrong item was delivered (a large recliner in a different color instead of my sectional piece). I immediately sent photos to Sohomod to report the error. They responded to my first two inquiries, but after I asked a follow-up question, I received no reply for over 4 daysuntil I sent a 24-hour demand ******** that point, I was told only that the delivery company will contact me and was offered $50 compensation. As of August 23, 2025, over a week has passed since I reported the wrong delivery, and I still have no confirmed pickup or delivery date for the correct item.Meanwhile, the wrong chair is sitting in my living room taking up space. Because it is the wrong piece and a different color, I cannot use it, and it prevents me from completing or using my sectional as intended. My living room remains disrupted and incomplete until this is resolved.I am disputing the full $2,086.09 because the sectional is incomplete and unusable as intended until the missing chair is delivered. I received the wrong item instead of the correct piece, so the order has not been fulfilled.I am requesting immediate pickup of the wrong chair and a confirmed delivery date for the correct sectional piece, coordinated around my availability. If ******* cannot provide this immediately, I request a full refund of $2,086.09
Business Response
Date: 09/06/2025
Hello ********,
We are truly sorry for the stress and inconvenience this situation caused. Your experience was not what we want for our customers. Unfortunately, the shipping company made an error and mixed up the items during delivery, which resulted in the wrong piece being brought to your home. We completely understand how frustrating it must have been to wait and then receive the incorrect item.
As soon as we were made aware, we worked closely with the carrier to correct the mistake, and the correct sectional piece has since been delivered, completing your order in full. While the issue has now been resolved, we deeply regret the delay and disruption it caused in your home.
As a token of our appreciation for your patience, we would like to offer you a special discount on your next purchase. We truly value your business, and your feedback helps us improve our processes so that we can provide a smoother experience for all our customers going forward.
Thank you again for allowing us the opportunity to make this right.Best regards,
Sohomod team.
Customer Answer
Date: 09/12/2025
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 and the matter has been resolved. I do not care for a store credit. Due to the handling of the situation, I will not shop at ******* again.
Sincerely,
******** ******
Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Ordered a loveseat four weeks ago and have not received any updates on the order or shipping and delivery. I was told on ordering that loveseat would arrive in 6-14 business days; however, we are now on four-plus weeks and no one seems to know anything about my order. Every time you speak to a representative, they say "they will look into it and call you back..." but no one ever calls back. I would like to know when I can expect this order or if I need to cancel it. I feel like some sort of credit is due at this point due to the nature of my experience.Business Response
Date: 05/28/2025
Dear Better Business Bureau,
We appreciate the opportunity to respond to the customers concerns regarding their recent order with us.The customer placed an order for a loveseat with us and was previously a valued customer in 2024. At the time of their most recent order, they were informed that the item was on backorder and that shipping could be delayed beyond the standard 614 business day timeframe due to manufacturer constraints. We sincerely apologize if this expectation was not fully understood or if communication about the delay was unclear or insufficient.
We acknowledge the customers frustration with the lack of timely updates and unreturned calls. This is not the level of service we strive to provide. Our records show that the loveseat was successfully delivered on May 22, 2025, at 2:26 PM to the customers provided address at ****************************************************. While the order was ultimately fulfilled, we regret that the experience did not meet the customers expectations.
We value the customer's continued support and would be happy to speak directly to them to ensure their concerns are fully resolved.
We remain committed to improving our service and communication, and we appreciate the opportunity to make this right.
Sincerely,Sohomod Team
Initial Complaint
Date:06/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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 bought bedroom from sohomod and The bed headboard is cracked all the sudden and no one help, and the cpo insurance is totally fraud and useless they just collect money and thats it they not gonna help at all , when i call the insurance they say its manufacture Detective and not cover by warranty and when I call sohomod they say its insurance issue and when you put insurance you not able to use the manufacturer warranty, the bed is only 3 months old and its for guest room so no one use before, and in the sohomod website all furniture has 1 year manufacture warranty but they lying, not recommended at allCustomer Answer
Date: 06/24/2024
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
Date:03/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
February 2nd, my order was placed after waiting about a month & having to reach out to them when my order still didn't show as processing. On February 6th my furniture made it to the distribution center with a message stating I should receive my order within 6-14 days and that I would be contacted ahead of time to schedule the delivery. On the 19th I contacted them to see about my order because I hadn't heard anything. I was told I was on the delivery schedule for the week coming up. I had to contact them again on Thursday the 22nd when I still hadn't received a call to schedule my delivery. I finally got my delivery scheduled. It arrived on February 27th, but was missing the footboard. I was told when they were delivering my order that it was missing and I would receive a call to schedule a delivery for the footboard. The footboard is structural important and I haven't been able to use my furniture due to the fact that its missing. I have contacted them to see about an update and was told they would contact me when they have information. its been about 2 months since I first placed my order and I still can't even use it.Customer Answer
Date: 03/13/2024
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 and the matter has been resolved.
Sincerely,
*************************
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