SOFA SOLUTIONS

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I stopped into Sofa Solutions and spoke to Sherry. I had been looking for a new sofa as we just remodeled our house. She was very helpful and helped me pick out some sofa alternatives. I have a bad back and am really picky about my chairs and sofas. Sherry really did know the products and was able to give me good suggestions. I ended up coming back with my husband and decided to buy a leather sectional. It was delivered within the time frame and was in perfect condition.

We ordered a sofa and two chairs from Sofa Solutions on 9/26/10. The sofa and both chairs were delivered defective. They requested photos of the defect on the Palliser made chair and I sent them. They also sent a service man to look at the defects on the Rose sofa and chair. He was able to replace a cushion on the sofa and sent in an estimate for fixing the Rowe chair. New chairs were re-ordered after it was determined it would cost more to fix than to replace but, the new chairs came with the same defects and worse. We called immediately while the delivery company people waited but no one answered. I left an urgent message for Sean Neuman the sales man who sold us the furniture. We asked for and received permission from the delivery company (Top Hat) manager to leave all the chairs. I called later in the day when no one returned my call. I requested a refund. I could not see any good reason to reorder if this poor quality and service was all they could offer. This made Sean angry and he requested more photos and said I had broken company 'rules' by asking the delivery people to leave the chairs. I did send more photos to him because of these so called 'rules' the company has. No one called, no response. I sent an e-mail complaining about their customer service and the way we were being treated. I requested to speak to the manager but it seems that Sean actually turns out to be the manager at that store. I was then sent a letter claiming that because we didn't follow their 'rules' they were no longer willing to do anything for us. The defective chairs were made by Rose and Palliser and both of these companies say they can't do anything without Sofa Solutions. If anyone buys furniture from Solfa Solutions they should absolutely not pay with check or cash and they should avoid furniture from Rowe and Palliser companies. Their customer service is non-existent and they just hope you will become exhausted and go away. I have tried to solve this since March 19, 2011. I still have the photos of the defects and the four chairs to show you or anyone who wants to see them. I also have most of my e-mails to Sofa Solutions and their e-mails to me for review. In regards to the company's response: Their response is not only unprofessional it is also not accurate. Only one service technician used by Rowe Furniture Co., Elliston, VA named Elliot Garcia was sent to our home. Mr. Garcia informed us his determinations were reported to Rowe and THEY would decide if it would be WORTH THE PRICE to have him fix the Vladimir swivel chair OR to have one remade (not Sofa Solutions). He took pictures of the chair and wrote the report. My husband and I stood here with Mr. Garcia as he explained what such a repair would entail. The swivel chair(s) have an attached cushion sewn on the base. One side of this cushion is thicker than the other side, the piping is puckered all around the top and there is a loose piece of fabric is under the cover fabric. The entire chair would have to have the fabric removed, replaced and re-sewn, hardly an 'easy fix' as Sofa Solutions wants you to believe. Mr. Garcia did come back though not to fix the chair. He came to replace a cushion on a Rowe SOFA we had also ordered which ALSO had a defect. The other chair was a #77034 PL Tucker Chair made by Palliser Furniture LTD, Winnipeg, Canada. NO service technician was sent but Sofa Solutions requested we send photos of the defected chair for review by a Richard Butkus and we sent them to Sofa Solutions as requested. Apparently it was decided that chair would also need to be remade. Incredibly both of the remake chairs came back made the same way and the Rowe Vladimer swivel chair was EVEN WORSE than the first one (with the veneer falling off as the delivery people brought it into our home and the swivel broken). The Tucker chairs are made with WARPED wood and wood that is not measured the same or not screwed properly where it attaches to the frame. There is a 'curve' where there should be a straight line and where your head rests one side is shorter than the other. This gives the chair a slight 'cartoon' appearance and you notice it. There are 'lumps' and puckering in the leather where it was not pulled and sewn correctly too. These chairs were supposed to be covered under the manufacturer's warranties and should not have cost Sofa Solutions ANYTHING to replace them, either time. When I see a defect happening more than once that tells me SOMEONE needs to be pulled off the line and RETRAINED and measurements need to be re-checked. Their delivery company is called Top Hat. I asked the delivery men to WAIT while I called Sofa Solutions to see what should be done but there was no answer so I left an urgent message on thier recorder. I then asked the delivery men to leave all the chairs until I could reach Sofa Solutions. One of them said he had to call his manager for PERMISSION and HE DID. He explained the problem and HIS MANAGER TOLD HIM HE COULD LEAVE THE CHAIRS! I would never put the delivery company in the middle of the problem. I NEVER refused to allow them to take the chairs. If the manager would have said no I would have sent back the first two chairs. Sean was angry at them for that but he's not letting you know that. No one from sofa solutions ever bothered to call me back and I had to call again myself a couple of hours later. When I spoke to Sean he was angry we had all the chairs and because I said I needed to get his attention to this problem. He said we 'broke the law' and he said he wanted more pictures. I sent them along with a letter that I wanted a refund now and not more chairs. We lost faith in this company because they would not answer our calls and e-mails in a timely way, they wouldn't come out to see the defects for themselves. Why didn't they make a refund available for us to pick up and why did they insist on picking up the chairs first? I do not have any reason to believe they would honor a refund after picking up the chairs. I paid these people CASH. WHY would I want to keep any defective chairs let alone FOUR of them? They are hiding behind behind some kind of vague 'company policy'. I seriously do not believe they have the money to give us a refund and that is why they say they won't. I am willing to have them use Angie's list as a third party if they want to send the money to you and then call Top Hat delivery to arrange pick-up. I don't believe they will let you do that because they are CROOKS. I have the photos of the defective furniture and copies of the correspondence for your review. I would be happy to make copies and send them to you. You will see we had a cordial relationship until I asked Sean to have his boss call me. I have also send a letter to Don at Rowe furniture company. They should know the disappointing impact defects have on the consumer AND the companies who sell their furniture.