SOFA U LOVE

In short, do not waste your time with this business. The 2-3 week turnaround time is not true, the service is terrible, and employees are unprofessional and disrespectful. After designing a custom sofa for nearly 2 hours with the sales person on staff, and putting 50% down on the project, I was contacted by "Lucy" to apparently confirm details on my order. Lucy was condescending from the beginning of the call. She said there were no measurements for the ottoman on the order. I explained to her that we were there for a long time with the person in the showroom and I recalled her drawing out the order and explicitly writing down the measurements. Lucy took a very accusatory tone and told me that if I looked on my receipt, I would see there were not measurements there and since I signed it, it was my responsibility to make sure all of the detail was there. I told her about the time spent working with the other person. I also told her I was in NY on a business trip without any receipts or documents to refer to. She proceeded to explain that what I was suggesting regarding the size would not look good. She also commented that the piece was to be slip cover, which was completely inaccurate as we were having it upholstered (which was on the form). I mentioned that I felt uncomfortable going forward without coming back into the show room (approx 1.5 hours from my home). She told me in an aggressive and condescending manner that I was panicking and that she had worked there for 12 years. I re-expressed that I was uncomfortable that the work done while I was there was lost and that I did not want to start manufacture of my furniture until we got all of the details reviewed again with her instead of the other person in the room. Also - this company's owner leaves on vacation for 2 weeks in Aug. As a result, their "promise" of 2-3 week turnaround time is wrong. They would not be able to return my sofa and ottoman for 8 weeks. Lucy became increasingly combative. At this point, I not only felt that this company had poor record keeping, they also have terrible customer service. Why would I spend my money with this business? I asked Lucy to simply cancel my order and refund my deposit. She immediately began pretending she could no longer hear me, and the connection was fine. After asking 3-4 times, she (who stated she could not hear me) said she would cancel my order but would not credit my deposit. She said I would have to work with my bank to dispute the charges. This was even WORSE customer service and reinforced my decision not to do business with this company. I asked her one more time to please refund my money. She then hung up on me. I would never recommend Sofa U Love to a friend, colleague, or designer. Do not waste your time here. And for the owner of Sofa U Love - it's time to rethink your sales process and customer service.

Several months after I picked up the first slipcover, I called to check on the second slipcover. I don't recall getting a return call, so I called again sometime later and Marlena told me that the slipcover could not be located. After being told that another one would have to be manufactured, I didn't hear from Marlena for several months. Again I called to check on the status of my sofacover. Well it was supposed to have been made, but it's not at the store, so Marlena was going to investigate with the factory. Marlena tells me she will call me back with status, but does not. This is now about a year after the cover was ordered. Next I was told that it would be delivered to the store on a particular day that week, but I never received a call that it had arrived. So I called again several weeks later, I guess the factory had never sent it to the store. I started calling on a weekly basis and finally started talking to Monique to start chasing Marlena for the slipcover. I couldn't get a straight answer for weeks, but finally Monique called me to tell me that it had arrived at the store - over a year later. Monique was very apologetic for this whole rigamorole, and I am thankful she got involved. In general the total disregard for any kind of customer service, and the inept operations of this particular store is beyond belief. I picked up the cover last week, and I still have a balance of $300.00 on the account that needs to be resolved.