Austin >Home & Garden > Sofa Mart
9012 Research Blvd, Austin, TX | Directions 78758-701230.371895 -97.724612
Neighborhoods: Wooten, Crestview - Wooten
Bad customer service, poor quality products!!! – I bought a Tahoe love seat, chair and ottoman. After 6 months the pillows began to sag and the material began to pill (we actually had to use a sweater shaver to make it look normal). The couches are now only 2 years old but look 12 years old. I bought an expensive warranty at the time of sale only to be told it would not cover the problem. Corporate reached out to me and said they would take care of me. I thought "wonderful!" Well I shouldn't have held my breath! They took 2 months to send the "parts" in to fix my couches. Corporate said they would send out repair guys and that they should be able to fix the couches when they came by our house. The repair guys didn't show up or call the day they said they would. I had to call them a second time. This time when they did show up, they didn't seem to know anything about parts, said they would have to call corporate to see what they could do!!! What?? Are you kidding me??? I then called the manager of Sofa Mart to find out what in the world was going on - he said the furniture repair guys told him they brought the parts over. Then why didn't they fix my couches??? He didn't seem to have an answer to this and very rudely hurried me off the phone. I will tell everyone I know to stay away from that store!!!
Horrible Customer Service, they dont know what they are doing, liars, etc – i ordered a couch 2 months ago from this place. after 2 weeks, they delivered the wrong color. they said it would be another 2 weeks to get it exchanged and in the meantime i had to leave the plastic on it. the day came for them to deliver the right couch. they did not show up or call. when i called them, they said the couch had been damaged in the warehouse and that it would be 2 weeks before i could get a replacement. at this point, after having paid two delivery fees already, i went to the store and asked if i could have one of the delivery fees refunded. the manager was horribly rude and stated that him having to sell the first couch at a discounted rate in his store because it would be returned merchandise should be compensation enough!! how exactly does that help me? in the end he said he would refund the money, but mysteriously did not need my card to do it. this sounded fishy. a week later my account had no refund on it. i went back to the store and complained and this time he took my card to put the money back on. it seemed like the first time he expected me to just be too stupid to figure out that he wasnt really refunding anything. meanwhile, the third delivery is another no show. i called to reschedule and they said it would be another 2 weeks!! so two weeks comes around and another no show!! at this point im beside myself. and they wont let me return the couch. i called the store again to reschedule and they said it would be another 2 weeks !!! can you believe it?? they finally agreed to "see" if they could give me someone else's couch that was in their warehouse so that i wouldnt have to wait anymore. but i dont want to make someone else wait like i did. it has been unreal. the new manager is awful, whoever he is. although i must say that jeremy was the only one who was nice and helpful.
I would not shop here – We spent $2,000 on leather furniture. They were delivered late and the wrong color. The second time they delivered the "right" color it was wrong again! They said their manufacturer no longer made the color we ordered. They offered to take it back and refund our money or take $550 off and let us "keep" it. I told Jeremy, the manager, we would keep the furniture for $1,000 (which was probably cost). He said $550 off is the lowest and it's a "perfectly good couch" (which I'm not disputing!) and that we were "lucky" they let us "keep" the furniture while they were solving the problem! They had no idea there was a problem until the same wrong color arrived for the second time! If we weren't expecting a baby in five weeks we would definitely be returning it but now we're stuck with $1500 of furniture we never ordered!
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