The Sofa Company - Santa Monica

This place is totally unprofessional and uninterested in customer satisfaction.  From the very moment we ordered our sofa we were treated like trash by the sales person, Tiffany. She was rude and acted as if we were bothering her by placing an order. This is after we waited an hour for her because she was late getting into the store. After placing the order I get a letter a few weeks later saying I needed to call her because they do not have my contact information. Really? You just emailed me an estimate a couple weeks before. No contact info? Unfortunately that wasn't the first time I had to give my contact info. So after about 5 weeks I decided to check on the status of my order. The expected date of delivery, I was told, was the second week of May. Okay, great. Third week of May rolls around and I hear nothing. After trying to contact Tiffany at the store 3 times (she wasn't in) I emailed her. Her response (mind you this is seven weeks later) she informs me that the fabric I requested is on back order. I was also told she found out this information 5 days prior to me emailing her and did not bother to inform us. Again she asks for my contact info. By this time I decide I've had enough so we actually go into the store. We were greeted with "have you been here before?" I proceed to explain why I am there, all the while 5 sales people, including the charming manager, sits and stares like I'm ridiculous for wanting info on my couch. At this point our options are to get a charcoal fabric (we ordered navy) or wait until June and the factory may or may not have the fabric we choose. We decided to downgrade the fabric to get the sofa sooner. By the way, the only chime in the lovely manager had was, "it actually only takes a couple days to make the sofa." Okay so why have we been waiting seven weeks with zero communication?  
So, after waiting a heck of a long time for a sofa, our sofa was delivered on 6/11/13. I was not there to refuse delivery, so unfortunately we are probably stuck with an ugly sofa. First of all, I am not sure how we got coerced into downgrading to such a cheap fabric. The original fabric we ordered was a nice deep navy blue faux suede, what we got was a sort of denim blue. The color is completely different in natural light than in the store, so please keep that in mind when choosing fabric. The color is completely hideous compared to what we saw in store. On top of that, the pile of the fabric is just such that if anything touches it, it looks like water has been spilled on the fabric (it basically turns a darker color when touched). This particular fabric has also wrinkled after one night of light use. On top of all that, the cushions are so uncomfortable and the back pillows are stiff.  Not at all like what we sat on in the store.  Just not conducive to a comfortable TV watching experience.  There is also an issue with one area of the sofa where the chaise cushion meets the armrest. The fabric is bunched so it looks like a home-done recover job.
On to the next issue.  Because of all the effort we had to go to on our part, the manager of the Pasadena store offered a discount of $200, which we have not seen, nor have we seen a credit for the difference of the cost of downgrading to the cheaper fabric. Why we had to downgrade, I do not know. It seems we would have had to wait the same amount of time either way.  
So, in the end, I would not recommend the Pasadena store to anyone I know.  I have sat on Sofa Co sofas before, so I know it is possible to get a great sofa from there.  I guess you just have to have the right sales person who is willing to put the time in to get you exactly what you want.  Unfortunately, we did not get exactly what we want.  I am tempted to just trash the sofa and eat the $$$ we put into it and just go purchase a pre-made sofa in the deep navy blue I always hoped for.  It was so not worth the wait.  I guess my expectations were too high.

It took a lot longer to receive but that's ancient history. We've now had the sectional for 3 years and it is not holding up well. It creaks and looks very worn. We don't even have kids or a dog, just two adults who sit on it while watching television. We're disappointed.

I made two trips to the store. The first day I looked around for a bit. The second day I came back and sat on every couch, felt every fabric, laid on the bed samples, and really just got a feel for everything they had. I was helped by someone named Stephanie Couch (ironic huh?) and she was so patient and helpful. They made it so easy to pick the perfect couch set. When the couch wouldn't fit into the stairwell of my condo association, they helped me schedule a delivery with a company that uses hoist delivery (over the balcony) which went smoothly, and I now have my beautiful couch set in my living room. And with the Teflon service they offer, if anything spills on the fabric, a wet rag cleans it right up. Perfect!

They were a tad bit late on delivery (about 2 weeks) but in the end we received a beautiful couch. We are having some problems with the buttons staying on the couch but they do offer a 1 year warranty and are fixing it. I wouldn't say the customer service is the best I've experienced but is slightly better than average.