Sofa Express, Linda Lawson & Jeff Smith Breach of Warranty Ripoff Defective and Inferior Quality Furniture Horrendous Customer Service Groveport Ohio

July 24, 2004: Purchased queen sofa bed, loveseat and chair from Sofa Express - Avon, Indiana.

October 28, 2004: Called Sofa Express Service Department regarding defects and major problems with sofa cushions, fabric and backs of furniture (sagging cushions, wrinkles/stretching/thinning/pilling in fabric). The chair also had a problem with the fabric pattern being off and uneven.

November 12, 2004: An extremely impolite service technician (Scott) came out to repair the uneven fabric on the chair and took a look at our sofa. Scott ordered cores (foam inserts) for the seat cushions on the sofa.

December 9, 2004: I received the cores for love seat cushions.

December 22, 2004: The cores on the sofa were replaced by the same ill-mannered technician - Scott. The cores were thicker then the original ones but less then a month later the fabric was stretched out again and we had the same problem with wrinkles and sagging! Additionally, the love seat was now showing the same problems. Sofa Express did not address or resolve the thinning fabric or other problem areas (seat backs). Scott told us that nothing could be done about the wrinkles ... it was the "nature of the fabric". He suggested we smooth the wrinkles out by hand! Scott acknowledged and apologized for his rudeness this time and ordered cores for the love seat.

January 15, 2005: Scott replaced cores of love seat. Shortly after, I spoke with Linda Lawson (manager of Sofa Express customer service dept. - Ohio) regarding the continued problems. She was rude, unprofessional, unhelpful and not very understanding to say the least. Linda said she would call the manufacturer and check on the fabric. I clearly explained to Linda that I would like to exchange the furniture or get a refund but my request was ignored. Linda followed up with me about a week later regarding the fabric and said the manufacturer has not had any problems and there is no defect in the fabric. Due to the fact that Linda would not offer any further help, I asked for the name of her supervisor or a person with more authority. She refused to give me the requested information, told me there was no one else that could help me and there was nothing more that could be done. The warranty that we were give at purchase states a one-year limited warranty on Standard Dacron foam cushions and fabric. I also have an advertisement of the sofa that emphasizes in writing: Tempered, no-sag, sinuous wire steel springs with tie-wires for even seating support that lasts. 1 year warranty on seat cushions.
I filed a complaint with the Indianapolis Better Business Bureau on 1/20/05.

February 9, 2005: BBB sends a second letter (verified mail) to Sofa Express since they did not response to their first letter.

February 10, 2005: Linda Lawson faxes a response to BBB stating they will be happy to replace the complete seats (fabric & cushion complete).

At this point, Linda has not and did not order the complete seats. Linda has only replaced the cores of the sofa and love seat cushions.

After reading the written response to the BBB from Linda Lawson. I explained my concerns to her suggested solution.
1. If Sofa Express is replacing the complete cushions with an equivalent the identical problems will materialize on the replacements!
2. The dye lot may not match

Linda said she would like to inspect the sofa. Originally, Linda scheduled for our whole sofa to be picked up but this appointment was canceled and only the sofa cushions were picked up for inspection. I explained to Linda that she would not be inspecting the cushions under normal conditions and any findings would be extremely inaccurate due to this.

February 11, 2005: Linda Lawson received the sofa cushions for inspection. Her inspection and test involved the cushion being propped up against a wall and left alone and unused for a day. This is not an acceptable or accurate inspection done under conditions of normal use! When the cushions are on the sofa and in place, the wrinkles remain there they do not disappear even if unused for days (as noticed when my husband and I were on vacation for five days).

March 11, 2005: Linda Lawson sends a response to BBB. In her letter, she admits to the cushions showing wrinkles and writes , I also was able to see that the fabric due to its nature did wrinkle but also without usage will go back to its normal state. Notice the words, without usage! She also goes on to say this is a characteristic of the fabric, not a defect. She writes, Based on this variety of the fabric will probably wrinkle but as I tested will go back to its normal state. Additionally, she does not address the other problems and refuses repair on the seat backs!

As I have already told Linda before, if Sofa Express is replacing the complete cushions with an equivalent the identical problems will materialize on the replacements! Sofa Express is repeating a similar correction process and not addressing or solving the real problem let alone the other issues (wrinkles in seat back, thinning fabric)!
I have asked Linda for a written warranty (one year) on the replaced cushions.
Linda was to get back with me on my warranty request but has not as of yet and it is now going on two months without an answer.

As I have already stated to Linda and the BBB, I do not feel replacement of equivalent cushions will prevent the same problems from occurring. I have made numerous requests to Linda for an exchange of the furniture or a refund but my requests have been ignored.

I have obtained the name of Linda's supervisor (Jeff Smith) from the customer service telephone receptionist and have tried to contact him. I left a message with Jeff Smith to discuss all of the above problems (which includes Linda's unprofessional attitude and behavior) and was called back by Linda!

To date, we have not received any replacements or obtained a written warranty on them. Sofa Express has not resolved the issues of thinning fabric, wrinkles on the seat backs or possible problems with dye lots and patterns.

Sofa Express sells furniture with defective and inferior quality materials. They do not stand behind their warranty and do everything they can to make excuses, ignore, delay, postpone, avoid, and correct problems!

Lorraine
Avon, Indiana
U.S.A.