Recently I decided mistakes happen and I went into Sofa Mart to buy a couch. I fell in love with one they had on clearance and paid for it right then and there. I needed to come back with a truck so I didn't take it that day. When I called to make sure I could come pick it up due to their obscure pick up times, I was told that another salesman had sold it because they didn't mark it correctly. So I immediately went in and handled the situation in person. The sales people seemed annoyed that I was there at all. In fact, my situation was put on hold so they could order from Jimmy Johns.
A couple years ago I bought a coffee table from the Sofa Mart. I was told it would arrive in 2-3 weeks from the warehouse. 2 months later I called and they were "really backed up". Another month later, one of the associates nonchalantly told me without even having to look it up that the coffee table I had purchased was discontinued and it wasn't ever coming in. So they were letting me pay monthly for a coffee table that I'd never see. Cool.
Basically everything you could ever need for a home is here. Living room, dining room, bedroom, you name it. The sales people also aren't super pushy or bugging you every 5 minutes. We were asked how we were doing, if we had questions, what we liked, and when I said we were deciding and would come find him when we were ready, he let us be, which I really appreciate. We bought some awesome recliners, the Andromeda collection. Can't wait for them to be delivered!
We loved the Joana Gaines furniture collection and were happy to find it at Furniture Row. Heidi is their in-house decorator who helped us find a great piece for our new home! Kendra rang us up and was very helpful! She answered all our concerns in case it didn't work in our space. We were happy with the customer service we received!
I've worked in retail. I know customer service. I get that mistakes and accidents happen. It was how I was treated afterwards that irritated me. After an hour or so, with the worst kind of put-out attitudes, they decided to give me a new one of the same couch for the clearance price (which is neat, but also the only thing they could've done to correct the situation at that point). The woman I worked with at the end had the balls to say, "See? You're getting a new one. No reason to be upset." As if they had just done me a huge favor and I was throwing a tantrum. It's not about getting a new couch, bitter blond lady. It's about your wildly unprofessional way of handling these situations. Some people should just not work retail. Especially those women. Worst. Customer service. Ever.
Look, even the best store won't get every detail right 100% of the time. My measure of a really great consumer experience is what a company does to make things right when a mistake inevitably happens. In this case, Sofa Mart went above and beyond to make up for their small gaffe. I was incredibly impressed, and not only will shop their again, but now my friends and family know about the great experience I had there.
Saw a great sectional for their Labor Day sale that went perfect with our newly finished basement. Price was great, checkout was easy, and even though they didn't have all three sections available I was able to take two of the three sections home that day.
A couple weeks later the third piece arrived at the store. I drove there, picked it up, and brought it down into my basement. It was only then that I realized that Sofa Mart either ordered a version of the sectional with the wrong orientation, or maybe the right orientation was ordered, but the purchase was fulfilled with the wrong product. Either way, a quick call to Sofa Mart was all it took for them to order me the right product and schedule free shipping (and pickup of the sectional I had originally received). I was able to hang on to the current setup for a couple weeks until the correct set was delivered. The delivery was seamless and the two guys who delivered the order and took away the first order were fast and very careful.
Horrible customer service. Overpriced. Went in to furnish my home with cash and pretty much had to beg people to help me. Won't ever come back
Furniture Row is a US Furniture Store based in Draper, Utah. Furniture Row is located at 54 W. Ikea Way, Suite FR, Draper, UT 84020, USA.
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