The quality of the bed is amazing... If I could would rate it 5 stars. The customer service and information provided could have been more up front regarding policy on the 365 day return. I would rate as a one if possible. We bought the bed and found the firm bed is extremely firm...laying on the floor type of firmness. The 365 return policy is prorated after so many days! NOT once was this explained when purchasing the bed. Unfortunately, the information is ON the guarantee provided paperwork. I was advised and asked about guarantee several times, ironically, not one time was the prorating explained. I was told, must keep mattress for 30 days for adjustment, In reality, you have 60 days from the mandated 30 adjustment period to return for full exchange. My husband and I kept trying to sleep in the bed, thinking the adjustment of sleeping in new bed was needed.( My husband works out of town often for weeks at a time.) I went to Furniture Row because of previous experiences for household furniture, this time it didn't work out. read more

Went in looking for a dining set for my daughter. Three associates standing there and no one in the store. Was not even greeted or asked if we needed help with anything. Looked around and nothing under $1500. We walked out and again, crickets. Poor customer service. read more

The moment I walked in the store this sales guy honed in on me and would not buzz off. I told him I just wanted to look around but he was crazy pushy. Then he made very unprofessional comments about me in the demo bed and wanted to talk about me undressing to feed my baby. AS IF MY BODY IS HIS BUSINESS?! Walked out, never to return. YUCK. Is there a way to select 0 stars for this review? Management needs to train on sexual harassment and improprieties. read more

We ordered a table and chairs in April and was told that would be delivered in 2 weeks which is why we made the decision to go with that certain product. We advised them that we were looking to get a table quick since we just moved and needed one fast. We ended up waiting 5 weeks for the table and had no follow up from the store each time we were in communication was because we called them. Once we got the table and chairs one of the chairs had a cracked leg. We returned the chair and was told by the supervisor Justin that the chair was in stock and would be a week to get in. We called a week later and was told the chair was on the truck and just needed to be built. Waited another week and called again to be told the chair had not even arrived. Waited another week with no follow up from the store. Placed a ticket with help desk was advised would respond within 3 business days. Never received a response waited another week and finally called help desk to find out that our chair was in the store for who knows how long. Advised help desk was very dissatisfied with company not communicating and having to take time out of our day to find out what was going on. Help desk advised that they had set up delivery for the next day. Waited for delivery and was never contacted. We called the store the Pueblo store today. Spoke with Marisa and asked to speak with their regional manager. She advised us she was not allowed to give out his information. We asked to leave a message for him to call us back. She said she could but could not promise that the manager would call us back since he doesn't do that. I told her that I would just try to contact the main office. She said we could do that. Still unsuccessful in filling our our order that has been paid for. Nightmare experience!!!! read more

Buyer beware! Do not shop here! Placed an order for a powered couch and loveseat with Marisa on May 30. Was told delivery would only take 2-3 weeks max but did not get delivery until July 3rd only to receive the WRONG COUCHES! The delivery guy said oops but please keep these until we bring the right set which was possibly still in their stockroom and they may have just accidentally put the wrong ones on the truck. Apparently the associate pushed the wrong buttons and ordered the same set but not powered yet this was not disclosed to me by the delivery guys or Marisa when I called her to ask the status of my order on July 5th. She apologized and said that I should have received the powered set and she would call me back later that day or asap to let me know when the new set would be arriving since it could be in their stockroom or she would order them again correctly which would be at most another 3 weeks. I never got a call back so I called back several times trying to find out what was going on but she never available and I was told to wait to speak to her since she made the original order but after many failed attempts at reaching her, I asked to speak to a manager. On July 17th I was told by the store manager Justin she made the mistake and that nothing had been done with my order because I had to pay the difference first for getting powered ones since I paid for the wrong set. He also said he didn't know why she hadn't called me back to tell me this. Mind you, my husband and I asked Marisa twice on the day we placed our order if in fact we were getting powered ones and she said yes twice. His excuse was that she was a new associate and that it was a common mistake when you're not familiar with orders. He shrugged it off when I told him this had been a nightmare experience and even seemed to mock me by asking if I had lost sleep from the couches not being to my satisfaction. My question is why am I liable to pay the difference for someone else's mistake and why did they not contact me sooner to tell me this because at this point it had been 6 weeks since my original order date!? Justin told me on July 17th he would speak to his upper manager but he didn't think there was anything they could do and said he would call me back Monday the 18th. It is July 23rd now and I had to call him back 3x to finally reach him since he didn't ever call me back only to be told there was nothing that could be done. I asked for a refund and will see how long that takes! Do not give your hard earned money to this place. They are not professional and do not care about customer service whatsoever. Once they get your money they could care less. No accountability at all or respect for your time. Someone should not have to be calling them back tons of times for their screw up. If I could rate them zero stars I would! read more

I bought a couch late October, 2014.Got home and noticed accent pillows was missing. Called and the manager was very sorry, said it would take a month and he would call when they came in.I never heard back called in January,2015. No record of my pillows and a new manager, He said he was very sorry he would place an order it would be a month. Again no call no pillows. I called in march and was told there was a dock workers strike in California so no pillows. Told again that I would be called.. No call. I called June 2015, new manager no record of my pillows . He said he would order and call me it would be a month. No call. I called August 29,2015. Manager said oh they are here He didn't know why I wasn't called. Almost a year to get my pillows. read more

Sofa Mart is the biggest ripe off purchase a $3000.00 coach and love seat 2 months after purchasing it having issues called multiple times to finally speak with Nathilia who STATED SHE WILL TAKE CARE OF IT sent the guys out to pick it up and return it and states its fixed BOTH pieces are so over stuffed its so uncomfortable to sit on. Then we speak with the DM and by his words which mean NOTHING just a bunch of lies they are going to take care of it and sends the furniture repair guy to my house. After he looks at the furniture again states that he had over stuffed it and stated that is why he doesn't like to repair it at Sofa Mart. Then stated that the foam that is used is junk and will start to sink after having it a couple of months.Then states that he is going speak with them to replace the foam. AGAIN we were suppose to get a call back and again guess what NO CALL BACK. Then 2 months later again I have to call to get now they are doing nothing. Think twice before making a purchase from SOFA MART because this purchase we made has been a JOKE from the very beginning from the purchase to having to call because delivery was delayed because of the tables we order did not come in which AGAIN no one called us to let us know AGAIN we had to call to find that out. WOW GREAT CUSTOMER SERVICE NOT!!!!! So we had to go back down to pick new tables because no one knew when the tables would be available so lets just not deliver or contact the guest to let them know of the delay. Finally deliver my coach and loveseat and then guess what AGAIN I have to call because they forgot to put the lamps and tables on the truck. What the HELL make the guest wait because OBVIOUSLY CUSTOMER SERVICE IS THE LEAST OF THERE CONCERNS. WOW I WILL NEVER REFER ANYONE TO MAKE A PURCHASE THROUGH SOFA MART. ALSO I HIGHLY SUGGESTED ANYONE THINKING ABOUT MAKING A PURCHASE GO TO AMERICAN FURNITURE. read more