Sofas and Sectionals — Attraction in Post Falls

Slightly over a year ago, we purchased the Seattle sectional by Palliser at SofasandSectionals.com. The sectional resided in our den and was barely used--maybe four hours a week. Within 11-12 months, one of the seams on the seat of the sofa completely UNRAVELED. I contacted SofasandSectionals, and they said Palliser would fix it. I waited over a month for a "replacement cover" to be sent to my home and then scheduled the tailor/repairman to install it. I noticed that the seams on the replacement cover were DIFFERENT THAN THE ORIGINAL, apparently they had additional seams called "topstitching." The tailor/repairman "wasn't sure" if the seams would disappear into the tufting once he installed the cover (I don't understand how a professional doesn't know this). I told him that it wasn't acceptable for one half of the sectional to look entirely than the other half. He said he could sew up the defective seam, but when he left, he did a worse job than I could have done myself. The sewing was obtrusive, loose, and nonprofessional-looking. In fact, the resewn seam came completely apart within 1-2 weeks. At my request, SofasandSectionals contacted Palliser again and ordered another replacement cover--one that matched the original and didn't have additional topstitching. After waiting more than another month, the second replacement cover arrived and IT WAS EXACTLY THE SAME AS THE FIRST ONE AND DIDN'T MATCH. Palliser and SofasandSectionals was contacted again, and I requested that a new cover, with the topstitching, be sent to cover the undamaged half of the sectional, since I had waited so long and now had 2 topstitched covers for the damaged part. They declined and promised that THIS THIRD TIME THEY WOULD MAKE A CORRECT COVER WITHOUT TOPSTITCHING. They also PROMISED that it would ship by March 16 (it didn't). IT HAS BEEN ALMOST 5 MONTHS since I reported the issue, and I STILL DO NOT HAVE A MATCHING REPLACEMENT COVER! The latest excuse I received from Palliser and SofasandSectionals is that the last batch of fabric was inadequate. Really? Of course, I don't believe it, but even if the fabric was substandard, that's not my problem. The companies should have worked internally to ensure there were no issues on this third attempt and stressed to their partners the importance of following through without mistakes. They should have worked to keep their promises, and they should have contacted me in advance of March 16 to say the fabric arrived unusable (if it actually did). In fact, if the companies actually cared, the reps, supervisors, owners, and/or presidents would have invested themselves personally in making sure I had a functional and usable piece of furniture after taking my money. There really is no excuse for mistakes on the 4th and 5th attempts to fix something. There were (and are) so many other solutions to this problem, but they took the easy, lazy, and apathetic path that resulted in no solution! I can't endorse either of these companies; PLEASE PURCHASE ANOTHER BRAND FROM ANOTHER RETAILER so you don't end up like me (with stuffing poking through the seat of an 8" torn seam...

While working with Porter was an awesome experience, and my couch did arrive (early, also awesome) but with the wrong sized frame from the manufacturer. Working with Christy to resolve this was a truly AWFUL experience ! So much so; that I instead resolved the frame issue directly with the manufacturer (after being their end-use customer for over 25 years. Sofas and Sectionals/TruRooms was a “one and DONE” experience for me, I won’t shop them again. Nobody deserves to be condescended to, treated with disrespect, nor to have their veracity tested - especially a CUSTOMER of your firm when YOU or YOUR SUPPLIER...

If I could leave less than a star I would. Tried 3 times to get swatches for a couch purchase to no avail. Each time after they were ordered they said they could not locate my customer information. You would think with an online retailor they would want to get swatches to their customers so they could make purchases. Our time nor our customer relationship was important to them. Save yourself the time and go to a real furniture store. Not some fly by the night store run...