The Sofa Store — Local services in Towson

Terrible. A) their prices are top of the line. The furniture is not. B) Nor is their service. The Mrs and I were sofa shopping. We’d stopped in. Found a set. Went home, confirmed the measurements would fit. Returned to the store. Paid. Signed swatches confirming style and patterns. We knew the wait would be some time- and it was! 3-4 mos later we received a call that our set was in and ready to deliver. So I take a day off of work to receive the delivery in the early am hours. The crew was quick and professional. They had the set in and set up in no time at all- and were gone. After months of not having seen the set- I realized within minutes- this was not the style, fabric, nor pattern that we’d ordered. I call the Mrs who called the store- who called the delivery company. *spongebob voice 3hrs later… the store calls to say the delivery company confirmed that is the only set they had on the truck for us and it must’ve come wrong from the factory. Makes sense, right ? You know. After our having to sign swatches and sales receipts confirming the details of the furniture. Anywho, you’d think the store would be embarrassed and act fast. They played the part- said they’d put a rush on it and to hold the other set in the interim. Meanwhile, we have a big, slobbery, canine. Not easy to convince him to stay off of the furniture that is not ours in our home when we’re away. So we really didn’t want the ownice of having the furniture remain. It wasn’t an option. Add to it- that is the last communication we received from the store for MONTHS. 3-4 months later we’d finally received the call that our furniture was in ONCE AGAIN, and ready to deliver. So again, another day off. Another professional crew, in, set up, wrong set removed, and gone. All the while, not ONE WORD from the store. No remorse. No embarrassment. Not one single offering of an olive branch or reimbursement. No mention of discounts or token offerings. Just silence. This I’d expect from a furniture store that uses animated commercials or cheap box frames meant for mass production and not quality. Alas, that is not what we paid for here. We paid top dollar for basement level service. And to add insult to injury, the furniture is now fuzzing like a cheap suit and so we will have to deal with another service just to get back the quality we thought we’d paid for to start. For this hassle, I could’ve bought three cheap sets and thrown them out as the issues arose. Spend your money if you want. Believe that you’re getting quality that you’re not. Convince yourself that this review is not indicative of your...

Title: Disappointing Quality and Customer Service – Not the Experience I Expected

I recently purchased over $6,000 worth of furniture from The Sofa Store, including a sectional sofa, an ottoman, and two reclining chairs. While the sectional and ottoman were delivered in great condition, the chairs arrived with noticeable creases on the armrests, which were far from the flawless quality I was promised.

When I reached out to the store to address the issue, I initially spoke with a helpful employee named Keith, who quickly requested photos and escalated the matter. However, the follow-up experience with the store manager, Christie, left much to be desired. From the moment she got on the phone, she was dismissive and lacked any sense of empathy or professionalism. Her only proposed solution was to send someone out to steam the creases, which she claimed were caused by delivery and would eventually disappear. When I asked for a timeline, she was unable to provide one, and she made it clear that no returns or exchanges would be considered.

Frustrated with her handling of the situation, I escalated my concerns to the CEO, Jason. While I appreciated his prompt response, I was disappointed by his unwillingness to do anything other than support Christie’s proposed fix. He defended her actions without addressing the broader concerns I raised about the lack of accountability and the subpar customer service I received.

It is unacceptable for a company to charge premium prices while failing to stand behind the quality of its products and the professionalism of its staff. I chose The Sofa Store because of its reputation for high-quality furniture and superior service and their claim that they have top tier products "not like Bob's Furniture" as their sales person claimed, but my experience has been anything but that. Instead, I feel dismissed and stuck with furniture that arrived in less-than-perfect condition.

I strongly urge potential customers to reconsider purchasing from this store. While their sales team may seem attentive at first, the lack of support when something goes wrong reveals a glaring flaw in their commitment to customer satisfaction. For a company that prides itself on being a step above competitors, this experience has been deeply...

The post-sale customer service (or lack thereof) we received, namely from Christie, was unfortunate.

I contacted Christie after some accidental damage, hoping the furniture coverage plan we purchased would cover it. I also told her there was an additional issue that was NOT accidental that should be covered under the manufacturer’s warranty. Unfortunately, the accidental damage fell within one of the countless loopholes in the coverage plan and was not covered. Despite our disappointment in the extended warranty company, we were counting on the manufacturer’s original warranty to at least cover the repair for the non-accidental damage. Christie however, flat out denied our request to contact Bassett about the issue, claiming that they would find it suspicious that the manufacturer’s defect and the accidental damage were on the same cushion and reported at the same time, despite the fact that they were not related. Clearly, she failed to see that logically, if both issues were truly from accidental damage, I would have said as such in my very first call when I thought our extended warranty would cover the accidental issue. I specifically mentioned to her that just one of the issues was from accidental damage. This was very frustrating, but I decided to take it upon myself to contact Bassett, and while there was some additional hoop jumping involved, they actually agreed to cover the whole service fee for both repairs - all without Christie’s help.

Update: The owner’s response to my review shows they either did not actually read my entire review, are lying, or have trouble with reading comprehension. I clearly stated in my review and to Chrissy that one of the issues was from accidental damage, and the other was not, and showed why Chrissy’s objection made no logical sense. I was always consistent, open and honest with how I represented the damage, both to Chrissy AND to Bassett. I never asked or expected Sofa Store to misrepresent anything. I simply asked them to tell them the truth. If she felt that the truth would “seem” suspicious to Bassett despite making no logical sense, that’s her problem. Funny how Bassett didn’t find it...