Sofa Outlet — Local services in Fredericksburg

Customer Satisfaction NOT GUARANTEED! NO REFUNDS / NO RETURNS/ NO WARRENTY/ OVER PRICED! FIND UPDATE BELOW For health reasons, I wanted a recliner in which I could sleep comfortably. On a tight budget and with limited time due to my wife's work schedule (only have one vehicle), we were desperate to find something that I could use. The owner showed us a Home Theatre Recliner that belonged to a set that someone did not want (they bought the rest of the set). The chair was not fabric like I was looking for, but seemed to fit me ok. The owner said he would give me a discount on the chair, however after delivery fees it still ended up being $830! This was AFTER the owner offered $50 off delivery for a 5 star review... This chair did not come with the usual features... No heating. massage, lift, and you have to use the leg lift BEFORE you can tilt it back (usually electric recliners let you choose either or)! It also did not recline back far enough to sleep in. At that price, I could have got 2 or 3 chairs. Most chairs have ALL those features for less then $500! I recently looked online and found a chair with the exact same features for less then $400 and that is RETAIL PRICE! It take some responsibility because I should have asked more questions, but I was tired and desperate... So, after a day or so, we called to cancel our order. The person who answered claimed that they could not return the chair due to the manufacturer... Since this was a left over chair and just sitting in the showroom, it was most likely not even on the truck yet as we were more then a week away from our delivery date, I don't know what they were talking about. After receiving the chair, I tried sleeping in it and it is VERY uncomfortable and I cant use it at all. I am disabled and have limited work. It took me a very long time to save up the money for the chair and now I don't have anything to show for it.. Again, I take some responsibility, but expected the Sofa Outlet to care more for its customers and make sure they're happy with their purchases... They also delivered the chair without the warranty, so we called and they said they would mail it to us immediately and that was a few weeks ago... I don't even know what brand the chair is... I am really disappointed and hope this review prevents others from making the same mistake. Most the 5 star reviews you see are from customers taking advantage of the discount, so DONT TRUST THEM! I wish the staff was just as nice AFTER they take your money...

UPDATE TO RESPONSE: It was NEVER explained that this was a "discontinued" product. As a matter of fact, we asked if we could come back and purchase the rest of the set in the future and was told yes when it became available again! I STILL do not know the brand of the chair and there is NO TAG at all on the chair. We mentioned as much when we called and you said you would send the warranty in the mail. We would have NEVER purchased a discontinued product! You state that the discount was $285, that would put the chair near $1000 before tax & shipping. Again, I found several chairs that are almost exactly the same for $400 (RETAIL) and includes free shipping! We should have shopped around more. The whole point was Sofa Outlet should STAND BEHIND ITS PRODUCTS, CARE ABOUT CUSTOMER SATISFACTION, and SET PRICES COMPETITIVELY. We were taken advantage of,...

01/23/2025 UPDATE - DO NOT BUY ANYTHING FROM THIS ESTABLISHMENT! They do not stand by their word and make false promises! They were wonderful until we bought the product. When the product arrives less than desired, they give you the go around and try to act like they care but then don’t follow through with a remedy. After three months of not hearing back from them and not answering or returning my phone call, we stopped in and TJ was less than helpful and did not follow through with what was previously promised.

Oct 7th - furniture was delivered in the evening Oct 8th - I called in about the furniture not being aligned where the pieces come together (very obvious big and uneven gaps where the three pieces come together in two places) I was asked to email pictures and sent them the same day. Oct 10th - I finally got a reply asking for the pictures again. Oct 11th - over 24 hours later, I emailed in again asking about a resolution. Oct 14th - TJ came out to my home so he could see it for himself. Immediately downplayed the issues and said he didn’t think the manufacturer would do anything about it. He offered to contact them anyway to see what they would do and he offered $200-$300 for us to just fix it ourselves. I opted to let’s reach out and see what they could do to fix the issues. We aren’t couch builders, don’t have any experience with couch repair, after spending almost $2400, why should we have to repair a poorly crafted couch? Fast forward to January 2025 and realize we hadn’t heard anything from Sofa Outlet. Jan 14th - I called and received no answer and no call back. I know they have caller id because they’ve called me right back when we were working on scheduling delivery. Jan 23rd - we decided to stop in and see what was going on. TJ first acted like he had no idea who we were, then once we refreshed his mind about the issues, he claimed he needed to go check his email to see if he had heard back from the manufacturer. “Oh I have an email here, I must have missed it. They aren’t going to do anything about it, it’s within their guidelines”. So I ask about the money offer so we can try to fix it ourselves (after this long, we should have chosen that option from the beginning), TJ proceeds to say he can offer us $100. I said that is not what you said when you came out to my home.

All the time and materials it will take to attempt to make this couch look aligned and how it should be is way beyond the scope of a measly $100. We purchased a brand new sectional, if we wanted to craft our own, we could have gone to Lowe’s for lumber and Joann’s for fabric.

Just be aware that if something is delivered and you are not satisfied with the quality or the craftsmanship, you are stuck with it.

Initial review was left to receive free delivery- (red flag number ONE!) Ayman was awesome to work with! No pressure (which is a must for me)! Answered all our questions. Let us browse as long as we wanted. We left and returned four weeks later after making up our minds! Come in and see all the great choices they have! Everything is made in the USA! Don’t let the outlet name fool you! You can customize colors and...

So disappointed and utterly pissed! I came into the sofa outlet on January 1st 2018 after shopping around at other furniture stores and at the end of the day fell in love with a sectional from the sofa outlet. The couch was by jackson furniture. I ordered a large sectional with a large ottoman in a steel gray color. They said that it could take up to 30 days for it to be shipped and delivered to my house. Which was fine with me. 26 days later I got a call to schedule delivery. When the couch arrived I took time off of work for it to be delivered and set up which was free of charge by the sofa outlet. When they got it off the truck I noticed it wasn’t the proper color I ordered the steel gray and it came as a darker brown. The delivery guy called the owner of the store anid I spoke with him and we agreed that if he took money off of the original price that it would I would be ok taking the brown. I was just ready to have a couch and not wait another 30 days for the proper color. So that was settled. When they brought it into my home the delivery guy broke on of the legs off the couch. Said it was no big deal they had extras on the truck. Again I was just ready for it to be done. They “fixed” the leg. They were about to get me to sign off on the delivery when I asked about the ottoman. They called the owner again and he “sincerely” apologized and promised I would have that within 2 weeks that it just hadn’t arrived. I said that was ok cause atleast I have the couch. I then waited 3 weeks. I called multiple times and left messages and received no call backs or any notices. I went to the store on multiple occasions and just so happened to be days he wasn’t in the office. He finally called me on March 26th and said that the ottoman was in and actually had the audacity to ask me when a good time for me to pick it up?!? I said no you can deliver it. Said that was ok and said it would be sometime the next day. So Tuesday March 27th the phone rang and it was him calling to tell me that he was sorry that the delivery driver didn’t show up to work and wasn’t answering the phone and he would have to call me back tomorrow to schedule another delivery day. It is now April 5th I was received no calls or messages. I have called and left messages several times like I have in the past 4 months!

Just wanted to take the time to write this lengthy review to share my experience. I never wrote reviews but this needed to be done and is still infuriating me as I don’t have my ottoman that I ordered and paid for! Don’t waste your time shop somewhere els. Go to Ashely furniture home store they have great options and prices also very friendly.

A this point I would just like my money back and for them to come take this couch away so I can go back to ashley and order a new couch from them and get it within a week and go on with my life.

Hope this helped make someone decision a little...