Sundeen Furniture — Local services in Northbridge

I am not at all impressed with the customer service in dealing with my dissatisfaction with my sofa purchase. I sat on a smaller Lancer sofa in the show room. The salesperson bragged about Lancer. The smaller couch had a right angle back which is what I needed. The salesperson thought I was too tall for the smaller couch. I was specifically told that the next size was exactly the same as the smaller couch. Upon delivery, I found that Lancer designed this couch with a slightly swayback. In order for me to be comfortable I would have to place two bed pillows behind me to sit erect. I complained immediately and another sales person told me that is the way all couches are made and she also has to stuff pillows behind her own. The owner told me because it was custom ordered, neutral fabric, skirted base, firm pillows, he could not take it back. I would also have to pay an 85.00 pick up fee which was not a problem. I emphasized that I could not sit on it, and I was deceived by the salesperson. He actually told me in time after use, it would become more comfortable. I have not used the couch since purchased two years ago for a cost of app. 1000.00. The owner could very easily taken it back, marked it down 100.00 and resold it. When one has a back disability, comfort matters. My mistake was to not try a real display to see if it would be the right fit. In addition upon cleaning with the vac I found two serious flaws in the woven fabric as if in these areas, the fabric is miswoven. I tried Lancer couches at other places and they are all made the same, with a swayed back side which requires extra pillows for fill. The smaller couch was an exception perhaps because it was also a sofa bed. I have since purchased the best fitting couch for me at Spencer Furniture. I am greatly disappointed in Sundeen's poor customer service in addressing my concerns. I will not recommend Sundeen to anyone. I worked in retail for many years. There, the customer was always right and exchanges or credits were trouble free with no aggravation. Imagine purchasing a couch valued at app. 1000.00 dollars only to not be able to use it. Lancer is a poorly designed sofa line. Avoid Lancer sofas unless you don't mind placing several pillows behind your back. Shop elsewhere besides Sundeen. Big disappointment especially when I was specific about my...

I would be wary of these 5 star reviews. Do not shop here if you value your time.

I placed an order for a sofa with a delivery time frame of 4-12 weeks 13 weeks ago and never heard anything until I called AND showed up to the store in person. It's still not available and I was told it would take 2-6+ more weeks until it is available.

If this ordeal does not conclude soon I will be forced to go to the attorney general over deceptive business practices. I can not imagine recommending this company to anyone.

Edited as I can't reply to the owners comments

Guaranteeing the sale of a product you don't have and have literally zero clue when it will be available is at best deceptive and worst criminal. Everyone in the entire world is aware of the pandemic. Nobody from your company ever contacted me for 3 months until I called AND went into your store AFTER the due date for my couch. Then you guys gave me my money back, which I never at any point requested because I wanted the couch I paid for.

If anything you guys should be reporting ashley furniture to the attorney general for guaranteeing the sale of 14 couches (per you guys as I was in line spot 1 of 14) that they apparently have no intention to fill since supposedly they've given you as little information as you've given me.

I thought I was trying to be nice by supporting a local business, but instead I paid for a couch in full and when I asked for it (13 weeks later) I got told to pound sand and was given a refund I never requested.

This business is a scam. Don't waste your time here.

Imagine doing business with the...

I love this little gem of a store. It is a great find, and we have purchased multiple items: a kitchen pub-style dining table and chairs, a kitchen island, a couch, chairs, a coffee table, etc.

However, our experience has been soured; the salespeople always promote the added extras, the protection plans; we snickered at this, but in the end, with all the promise of unicorns, rainbows, and coverage we would have, we went for it.

Unfortunately, about 6, maybe 7 months ago, we noticed a stain on the couch, so we called, and at the advice, we did nothing; we didn't want to make it worse.

The insurance company we dealt with was the worst; we would call and send them pictures by email, but nothing.

At first, Sundeen wanted to avoid getting involved, but after some conversations, they agreed to reach out and intervene with the insurance company.

To shorten a very, very long lousy experience story, we ended up with no help, no cleaning, no replacement, nothing. We now have a dried-on stain, and we're looking for a new couch; not at Sundeen, we're looking elsewhere now.

It would have just been cleaned out if we had just attempted to clean it when fresh. We tried to do the right thing and not touch and got burnt.

Sundeen has lost a loyal customer over this; by all means, buy their furniture, but do not fall for the sales pitch on the protective coating and insurance. We were high and dry by both Sundeen and the insurance company.

Bad form,...