Phoenix Sofa Factory — Local services in Phoenix

Great place to purchase furniture of all quality types [low and high end], however, if you anticipate on returning any items or need a replacement due to manufacturer defects, then beware that their process is not the same as most furniture stores.

A full refund is only issued in the event that the item's box has been unopened and returned within 7 days. If the box has been opened or if the 7 days has passed, then you have to take the furniture as is, unless there is a defect. The process for receiving a replacement for a defective item is not the smoothest process that I have encountered in 2019.

I purchased a glass TV stand and had difficulty getting two screws to line up correctly with the furthest back part that supports the entire stand. I called to see if they had another TV stand in stock for an immediate swap out, but I was told I purchased the last one and that more had to be ordered. I asked if I could get a refund instead since I did not want to wait for them to order more, but due to the nature of their warranty process, you can only initiate a replacement via their support email [cannot be discussed/conducted over the phone].

I emailed the support email and was denied a refund, but was told that I could come in and swap out the parts once they got more in stock. This email correspondence occurred during the 4th of July weekend, so I did not expect a speedy replacement. I asked them to contact me once they received more in stock, however, 2 weeks went by and I was never contacted. I called them directly to see if they had more TV stands in stock and the representative confirmed they did have more. I asked when I could come in and swap out my defective parts and he asked if I emailed support since he doesn't control the warranty process. After I confirmed that I emailed support 2 weeks ago, he placed me on hold and came back and confirmed I could come in the next day to swap the parts out.

I went to the store the next day and was assisted with fixing the current parts I had, rather than swapping out the parts entirely. The rep who helped me [I forget his name; maybe Ron] took the two parts to the back of the store after struggling to screw one of the screws in with the provided Allen wrench [the same struggle that I had by myself]. When he returned, the two parts were screwed together and I asked how he did it. He confirmed that he had to use a "little force" with a power tool to get the screw started and then he used the Allen wrench to finish tightening them down. I asked why he would have to use a little force considering all the other screws did not require that same force. He said he has put several of those TV stands together and that I would have no problem putting mine together if I did it a specific way.

After agreeing to try to put the stand together, he asked me to sign the paperwork, but I refused to do so since the two parts were never swapped out. I took the stand back home and still had difficulty putting stand together since the two screws were forced into the holes and this made the second shelf sit at a slant since the metal parts could not sit flush with the rest of the stand. I was going to call them back and try to swap the parts out, but did not want to bother going back. I decided to build the stand without the middle shelf, which defeats the purpose of having a 3 shelf stand. At the time, I was offered the option to have the store put the stand together, but that would incur an additional fee and on top of that, I would have had to pay an $85 delivery fee since my car was not big enough to transport the stand if it were completely built.

The staff is very friendly and will not pressure you during your shopping experience and the store is better than your typical Rent-A-Center, however, I am not a fan of their un-traditional return/exchange policy, so I would only recommend this place to individuals who are not the types to change their minds or for those who are impatient [like myself] when it comes to waiting for a replacement if you happen to purchase a...

I was approved for financing through AFF. I walked into the store to “activate” my account, which is what I was told to do by them. I walked into the store and they said all I had to do was go online and order the furniture that I wanted, which also turned out to be false. I had to contact their general manager, Melissa, via email in order to get my account activated. She told me that I need to go in store. I then called the store, AFF and Melissa. I left at least 10 different voicemails and sent at least 4 different emails and no one got back to me. Finally, after 2 weeks of trying, I got a phone call from Melissa. She apologized and blamed COVID for the late response. She again told me to go in store to activate my account. I told her that I kept getting passed around and that no one was helping me. She hung up. Then she called me back and activated my account. I ordered furniture mid-March and was told that I would receive it on or before April 17, 2021. That day came and went, 2 weeks passed and Nothing. Then I get a charge on my bank account for my first months payment. I don’t even have furniture but I’m still paying for it! I called AFF and they told me they would void my order and cancel my contract. All I had to do was call the store. Of course, right? I have been enduring a 12 day long period of back and forth between the store and AFF, both of them telling me to contact the other. Then they finally told me to email the general manager, Melissa. I sent her an email : “I purchased furniture back on 3/19. My furniture was supposed to arrive on 4/17. On 4/9, I got a call and the salesperson told me that my furniture would be a few days late. It is now 4/30 and I still don’t have anything. I call the store everyday for the past week and no one has given me any information. I was charged my first payment last night and I don’t have any furniture. I called American First Finance and they told me I can have the contract canceled and all monies refunded but I have to contact the store. I contacted the store and they said that I have to send you an email. I am over having to wait. When I first tried to order back there was a problem and so I should’ve taken that as a sign to cancel everything. I am very upset about this entire experience. I need you to cancel my contract. I need a refund of my first payment and a refund for the delivery.

She responded “The sofa set can be refunded at a 25% restocking fee. The accent items will be a full refund since the back order date has moved. We have been very understaffed and the shortages are happening over night.”

I responded “You guys are always short staffed! Or there’s always some excuse. Last time it was because of the stimulus checks and everyone wanting to buy furniture. You guys never take accountability. I can’t believe that there is even mention of a fee. I can’t even leave voicemails because the mail box is full!

She told me she would send my email to corporate. Well a week passed and I heard nothing . I finally told her I would go to the media and contact a lawyer. She called me within 1 hour of receipt of that email lol Wow! I had to threaten her again.

She told me that she has a special needs child and that shes busy. Then she said that I can’t get white glove delivery because her guy is elderly and can’t do it. Then I said I don’t want to carry furniture up the stairs. Then she said they only do white glove service if you live on the 1st floor. I mean, can you get any more stupid?! Why wasn’t this explained? And even if it was, that’s not white glove service! So why even offer it?!

This company, especially this dumb idiotic imbecile Melissa, who probably needs to be put on some psychotropic medication, and AFF are horrible with customer service! DO NOT CONDUCT...

Bradley was extremely helpful & friendly and helped me find a great sofa that was available for immediate delivery. That’s it. It’s all bad from here. I purchased a sofa with left facing chaise. It was delivered the next day but they delivered a sofa with right facing chaise. I called the store right away and let them know this was not what I purchased. I figured they would take this one back and order the correct item. Easy enough right? Wrong! Chris the manager phoned me the next day and he began the conversation by telling me that this sofa is left facing. It is not and when I corrected him he said “well, we showed your daughter what it was and she OK’d it”. Problem with that is I made the purchase online and my daughter was never in the store. So after a 30 or so minute back and forth he agreed to do a return/replacement. Someone was supposed to pick the sofa up the next day but didn’t. Made arrangements to pick up another day and no one showed or called. I spoke to Chris a second time and this time he was very nice. Said he ordered a replacement and someone would reach out to my daughter to arrange pick up. After third missed pick up an no call I sent and email and Chris called me again. This time he was not nice. Said they considered the sofa “used” and “hazardous” and they had to charge me a pick up fee, a return fee and an addition delivery fee for the new sofa. Thought about it and decided I am unwilling to pay these fees. I sent another email to let them know that and they should pick this sofa up at their earliest convenience. What a nightmare! Two weeks, three or four emails and about a half dozen phone calls later and there is still a sofa sitting in my daughter’s apartment waiting to be picked up and returned. This should have been real easy. I was willing to take any replacement as long as it is a left facing orientation. They are unwilling to take responsibility for their mistake and I refuse to pay for their mistake. I read some very good reviews unfortunately my experience has...