Sofa mart initially promised me 2-3 weeks to have my sofa delivered. After 2 weeks I called to check the status of my sofa and they notified me that the individual who sold me my sofa quit and told me false information to get the sale. They did give me 15% back for the inconvenience. Great sofa mart. Still no sofa... When I called them this past Monday they tell me my furniture is in and they can have it delivered Friday. Sounds great and all until get a call from the store manager Thursday night saying there's been a mistake and my furniture isn't in the store like they had JUST told me. Now it will be an additional 7-10 days till it gets here...I asked him, "for sure 7-10 days?" And he responds "well I don't want to make any promises". Seems to be a theme here sofa mart. If I wanted to be lied to and strung along for months, I coulda found a guy to do that. At least I would have had free dinner for the past 8-10 weeks. Thanks sofa mart for the 15% back after screwing me. I've always strived to be a high-end prostitute for governors, athletes, or sofa stores. "Sofa Mart specializes in leather and upholstered furniture as well as turning your daughters into prostitutes since 1969." read more

We just bought mattresses, beds, nightstands and a couch from furniture row in Draper. We loved working with Kendra! Kendra is way awesome and she is very knowledgeable about all the products at Furniture Row. She did a great job walking us through all of our purchases and took her time explaining everything. She has a fun outgoing personality and easy to work with. I Highly recommend working with Kendra if you go to furniture row in Draper Utah. read more

I have been searching for the perfect sectional for quite some time because my dimensions are quite specific. To ensure the perfect pick, I not only searched online (custom sectional makers included), but I visited each furniture store multiple times. I know, I scream OCD for certain. On my third visit to Sofa Mart, I was, again, casually greeted by a helpful sales associate. She never followed me around, instead she was readily available when I needed advice or additional information. She also laughed at my struggle to ensure my mother's happiness with my selection even though the sectional is for my house. I mentioned the poor reviews I read about their delivery. She kindly responded that although there are some negative comments, they continue to strive to give the best customer service they can. Well, I purchased my furniture 5 days ago and I write this review while my feet are propped up on the recliner of my new sectional. read more

This company is the worst. Delivery time was not as promised. They do not follow through with anything they say. I went to the store in draper back in the beginning of February. My wife saw a table that she loved and we asked the sales rep about it. They said we can get it but it was on back order til the beginning of march. My wife thought it was worth the wait so we want to reserve one. The sales rep then said we can not put one on hold unless we pay for it. So we bite the bullet and pay for the table 100% upfront in full. They said they would contact us when the table was ready. It was about half way through the month of march and the store had not contacted us. I gave them a call and asked them when our order would be ready. First they said they didn't even have a order under my name. They then searched for it and said they didn't have the table, but that it will now take a little bit longer to get to us. It is now April 10th, and I still do not have a table that we paid for already! Horrible company. Horrible customer service. They are so unorganized. I will never buy anything from them and suggest you don't either. Save your self the pain of dealing with a unprofessional furniture store. read more

The delivery guys are here right now setting up our new couch and they are so nice just like the were the first time! :)

My husband and I bought a bedroom set. We had the best experience here. We were helped by the nicest sales person named Kendra. She was so kind and patient with us. We kept changing what we wanted and adding things to it. She got us the best deal and the crazy thing is after spending prob about 2 and a half hours with us we found out she was not even getting the commission from the sale. Because we had been there eairler in the day and someone else had shown us the bedroom set for like 10 in. She was so kind and took a lot of time with us and made sure we had everything we needed. I would recommend this place to friends any day. Super excited for it to get here! Kendra is the best!! read more

We had so much fun shopping at Furniture Row! We found exactly the piece we'd been looking for --- great quality! great price! great customer service, too! read more

We purchased a sofa, chair and entertainment center. We were told sofa was special order and would take 4-6 weeks. At week five we called for an updated and they couldn't give us a time frame. At 7 weeks we called for a status. We were told it would be another week before they knew when it would be finished. After playing this game for 8 weeks we asked if they could deliver our items they had in stock. They would not make 2 deliveries. They wouldn't offer anything to help keep us happy for having to wait 2+ weeks longer than we were told. When we said we would just like our money back and we would go elsewhere they clearly did not care one bit about losing our business. Now 7 months later and we still cannot get back the money we put down on the furniture that we never received. This is hands down the worst customer service experience ever!! We will never shop there again and strongly recommend anyone considering going there try somewhere else. It would give me great pleasure to see the new store on furniture row put these guys out of business. read more

I had been looking for a bedroom set that had clean lines and was different. We ordered it and it came in with every piece scratched. One call to Aaron and he started the process of ordering a new set. The second order they didn't ship the bed frame and the second dresser was damaged in delivery. They did everything possible to get my dream bedroom set in and in perfect shape. Appreciate a store going out of their way to make their customers happy, without any hassle. Will buy from Furniture Row again. The price was right and we bought it on a sle weekend. For the manager to come to our house and check it out himself is amazing!! We were looking at several stores and didn't get any service from the help standing around. Definitely a 5 star in customer service and the delivery team made sure everything was where we wanted it set up. Thanks to all. We bought a box spring and mattress and found the bed too high. No problem returning the box springs for 2 single mattresses. Staff that takes pride I their customer service. 's plus. Bobbi read more

They delivered furniture to my home & showed up without parts for the ottoman i purchased or power tools to use to screw in the feet to the sofa, chairs or ottoman (asked me if i had one he could use ;(. ). They left the ottoman unassembled & said they would come back another day with screws to finish. Ive called 3 times & sent two emails. A salesman by the name of michael kept saying he would call back but never did. Worst company, customer service ever & if you go there & are unfortunate enough to get michael for a sales person, run!!! Hes rude & doesnt care about customers. Dont buy from this company read more

I have attempted to make purchases several items through Furniture Row, and I have no idea why I keep going back. The single time my purchase was actually delivered as promised (yes, only once) I opted for in-store pickup. The person helping me load my truck literally would have done more if he would have stayed under his desk. The bunk beds and dresser I ordered were a month late and weren't properly installed, and most recently I attempted to purchase a table, chairs and a bench from oak express, with them building the chairs for me. They not only charged 100.00 more than advertised, but once the chairs were built they were so thrashed that they had to order a new set. two weeks after the promised delivery date I called only to be informed that the chairs are on backorder with no release date, but my table and bench are as well! I doubt I will step foot in their stores again, which is a shame. There is no communication on their end, the sales people are misinformed slugs, and the people overseeing the sales people are more concerned their cell phones are charged than helping out their very on sales staff. I am a great raving fan when I get good customer service, but I am even more outspoken when I have been repeatedly disappointed. I do NOT recommend either Sofa Mart or Oak Express, and will not be trying out their mattress store at all. I have already lost enough sleep over this company. read more

What a mess. I had different expectations going into the place since it looks really nice from the outside and since one of the their main competitors is across the street I would have thought it would have been nicer. The selection is kind of bizarre and feels very hodge podge. On a different not the bathrooms are absolutely disgusting so just hold it (there's gas stations just down the road). The one good thing about it is that the employees (aka sales people) do not outnumber customers 10-1 like those other places with a name that rhymes with philly. read more

I purchased a chair from Sofa Mart. I was nervous from the start because of the reviews here, saying customer service was poor, but I found the chair I wanted so I went for it. I was unimpressed with the limited information the salesman gave me, and walked away feeling uneasy. A quick search on Amazon and found my chair for $70 cheaper plus I get it way soon. When I called to refund at Sofa Mart I was again unimpressed with the same salesman, that didn't seem to care about me as a customer. read more

Was in desperate need of a new living room set and after going to Ashley, RC Wiley and a few other places we decided to check out sofa mart. SO glad that we did! Walked in and found exactly what we were looking for with very reasonable prices. Customer service was EXCELLENT. They let us know that the delivery was 2 weeks out and that was completely fine. Upon waiting for delivery I checked out the reviews on here and became very skeptical how things would turn out. And well, they showed up exactly when they said they would. No damaged product and very generous people to help us set it all up! Will definitely recommend this place and will be shopping here in the future. read more

Not a great experience from beginning -- to attempted delivery. We were there for 45 minutes until the staff finally decided to help us. It took my husband saying "I want to buy all this", before we were even on their radar. Every piece of furniture was scratched, but that didn't stop their delivery guys from attempting to get the furniture into my house -- then offer me a discount (of course), to keep the damaged goods. It was more than obvious that the furniture had been used. We refused the kind offer, and told them to have management call us (they didn't), so we called them. We gave them an attempt to redeliver for a discount, they refused -- so we canceled the order. They were super quick to bash all their competitors at furniture row -- the bar must be set extremely low at Oak Express. read more

Sadly, I had a very bad experience with Sofa Mart. I ordered a sofa and it arrived in the wrong fabric. I have called the store every day for 5 days trying to get in touch with a manager to arrange a return for the mistake. I have not been able to talk to a manager. The salesperson has said that the manager told her that I could only return it with a 25% fee ($500 fee!!). Since it is their mistake on the fabric, I don't think that is at all fair. I am very frustrated and disappointed in the customer service and would not recommend doing business with Sofa Mart. update: I did just call Sofa Mart in Draper AGAIN and finally talked to the manager. I really wanted to just return the sofa and get a refund, because the sofa is not what I ordered and I am not satisfied with the service of the store and don't trust them as a place to select a different option. The manager would not allow me that option, only to exchange the sofa for a different piece of furniture, or take a $500 hit on restocking it (which again, is frustrating since this sofa is not what I ordered and the mixup is Sofa Mart's mistake). I suppose the matter is settled, and now I am just venting, but I will NOT be recommending to others Sofa Mart as a place to do business. I feel like my frustration level and the outcome would have been very different if I could have had any of my phone calls returned over the last 5 days!! Please train your employees in better customer service, and PLEASE PLEASE take responsibility for your mistakes and implement a more reasonable return policy. read more

I purchased what I thought was the Cloud II sofa with a power recliner, as was explained to me during invoicing by David. The invoice showed the chaise, the armless Center, and another item that David indicated was the power recliner. He told me my price and I agreed on that price for what he indicated I was purchasing. Fast forward two weeks and my items have arrived, which I found out after calling for 3 days without anyone answering the phones.....I called oak express and had them deliver a message for someone to call me back.....I got my furniture unpackaged and found that my recliner is manual, not power as I requested and was told I was purchasing. I called the store and spoke with the absolute most ignorant, accusing manager I have ever dealt with...Matt or Mike?... who indicated that I should have known and it is my fault, despite David telling me it's power per my request, that the three letters indicating a recliner on the invoice meant that it is not a power recliner. I have shopped here for years, purchased several sofas and recliners for my homes, and have never ever had such a poor experience with anyone there ever. I cannot see ever referring another friend or family member here again. My business and my money is obviously not worth it to this company and I will see to it not to drop another dime on them. read more

Never buying anything from Furniture Row again. I have not stepped foot into the Draper store, but the incompetency I've had to deal with over the phone is just ridiculous. I've called them three times and it's the same guy who answers every time and he continues to have no idea what is going on. He also was the one to say they would call me when my stuff was in. They did not. Jimmy from the St. George store (where I purchased my items) did after noticing it had arrived into the warehouse up here (where they are getting delivered from). Thankfully, Jimmy was very understanding and after explaining my situation to him (they were supposed to get my back-ordered item in mid Feb and it's currently March 6th) he was nice enough to call the store up here and set up a 3rd party contractor to deliver my stuff for me at 5:00 tomorrow since FR couldn't guarantee they'd be able to do that (even though they already have $200 of my money for shipping and a monthly payment). Great, right? Well, I just got an automated phone call saying my delivery would be between 12-2 tomorrow. NO. No, it won't be because you know why? I'll be at work, earning money to pay off this stupid, expensive ass dresser and bed that I thought I needed so badly. How dumb of me. Sleeping on an air mattress has worked fine the passed month, why would I spend my hard earned money on nice, expensive furniture? Or you know what? I could have just got a Craigslist mattress. YEAH. That's a good idea. I did just get a tetanus shot, so I'm sure whatever I'd contract would be less of a shit show than dealing with this stupid company. Jimmy from the St. George store did his best to help and I appreciate him but the Draper store really needs to get it together. Communication is awful and not accommodating at all. read more

Poor customer service! I purchased a recliner at Sofa Mart on Nov. 19. They said we could expect it around Dec. 20. It was supposed to be a Christmas gift. You would think they would be more apologetic but still have never called me. Today is Jan. 4 and it is still not in. I will not do business with them again. Every time I call, all they say is it is on its way. Very disappointing! read more

I ordered a recliner from Sofa Mart on Nov. 19. They said it would arrive on Dec. 20. It was supposed to be a Christmas gift. Today is Jan. 4 and it is still not in. I have called twice and all they will tell me is it is "on its way". I am going in tomorrow to try to cancel the order. I will not give any of my business to Sofa Mart or Furniture Row any longer. By the way, the recliner I ordered was not cheap either. read more

Horrible! I am so mad! We bought a leather sectional 2 years ago with the extended warranty being told it would cover everything, sure enough like several other customers it won't cover the one thing I need fixed. One of the cushions on the back of it is so sunk in you can feel the springs behind you and its been that way for a good six months I just got around to calling. The salesman assured me it would cover everything. So dishonest!!! I wish I would have read the reviews before I had done business with them. DO NOT BUY from them. read more

My wife and I had looked for several months at bedroom sets. We finally found one at Oak Express and were initially very impressed by the experience. The set we bought is great. No complaints there. However, the customer service of a few of the employees was sub-par. The manger Shane was excellent and really tried to help us out. The day we went out to pick it up, both of his warehouse crew were out, and he wasn't able to find one of the remaining pieces of the set. He looked all over for it. I noticed that none of the aisles in the warehouse were marked and I couldn't understand how they find anything back there. He said he'd keep looking and personally deliver it to my house that night if he found it. Unfortunately, he couldn't locate it. He asked me to contact one of his employees the next day. I called around noon, explained my situation, and the employee (Taft ?) said he'd check in the back and call me back. After waiting 2 hours, I called him back, stated who I was, and he said, "Oh yeah, remind me what you needed again?" Very disappointed that he didn't follow up with me. In total, I had to make 2 trips out there to get my set and I wasn't stoked on how the other employees treated me the second day. read more

David Ekpezu is awesome. Got the best deal on a great sectional. You've got to go see him!

Lewis the store manager is the guy to see here. He went out of his way to make sure my experience was good! Thanks again Lewis, this store is lucky to have s manager that cares so much about customers. read more

Had a great experience! My wife and I went in to find a sectional. The sales people were courteous and didnt try to force a sale on us. We were able to take our time and find the furniture we now love. We will be back for sure read more

This is a way a mixed review: the furniture itself is good and the salesman was exceptional. The low rating comes from other factors. First we purchased a living room set (we have had several large purchases through them). We paid the delivery and was told that although they had the sofa, the chair and ottoman would need to come from out of state and delivery would be within three weeks. After the wait the furniture arrived. The chair was damaged and the sofa was damaged by one of the delivery men as he was trying to attach the feet. In order to fix the problem they said we were to keep the furniture that was delivered as a temporary solution while they reordered replacements. The replacement pieces came in a timely manner to the store. Our delivery date scheduled was cancelled due to a medical emergency with the delivery man. They called and apologized and stated they would remove the delivery fee for the inconvenience. This was perfectly acceptable. However, the new schedule delivery was to be the following day between 3 and 5 pm. At 1:41 we received a call and a text stating that they were running early and if we were not at our home they would cancel the delivery and reschedule. This is unprofessional. We had a time arranged and planned on the time they stated but since they were running early we were to rearrange plans to avoid a cancellation. They arrived, asked which pieces were to be exchanged and took the two throw pillows off the couch and took them back to the truck. The new furniture was brought in, set up went well. But then the delivery man stated we needed to return the throw pillows from the original couch. My wife said that they had already taken them. He said they didn't and if we didn't return them they would take the new pillows off the couch. This exchange went back and forth until he told my wife that she was welcome to go to their truck to see that the pillows were not out there. This was to "prove" to her that they weren't out there. A minute later the second delivery man came in and said that they were out in the truck but nether offered an apology for implying that my wife was a thief and a liar. The delivery became a heated exchange and emotionally draining. And they didn't leave a copy of the receipt. We will never go back there nor refer anyone to them based on poor customer service from the delivery staff. read more

I asked what I could do to express my appreciation for the excellent service and they referred me to this Yelp site. I purchased the Cloud 8 piece set with 3 electronic recliners. First they matched a price a friend of mine received a year earlier which was better than the current sale, second they hd 2 of the electronic recliners on back order so they delivered me manual recliners for the interim period. During the first 30 days they sent me a flier about an additional sale and I simply went to the store and received another $200 discount. Once the electronic pieces came in they scheduled a deliver to swap out the manuals for the electric ones. They did not charge me for either deliveries and their drivers were very professional. We live on the Mountain side and they had to carry the pieces 3 flights of stairs each time. After a few weeks i realized they never charged me for the price difference of the manual pieces to the electronic pieces. When I spoke with their associate he said they waived the charges for me which was another $200. I cannot be more pleased with the experience I received. read more

Found the couches of our dreams. We were so excited. Two sectionals. One leather and one fake leather. We paid for an extended warranty. Needless to say we spent quite a bit of money. Worst customer service I have ever experienced. After continually calling to see when our couches were going to be delivered we were finally given a date. The night before we took our old couches to a donation center to make way for the new couches. The next day we received a call that the delivery would take place between 4-6 PM. We wait. And wait. More waiting. 8 PM rolls around and we call to be told they don't know where their delivery guys are and they'll call us back. At 8:30 they call to tell us our couches will be there at 9 and they apologize for the wait. At 9:30 the delivery guys calls to tell us the couches won't be delivered until the next day because he has to go take a drug test. Great. They deliver the couches the next morning. The guys rip the zipper bottom off the upstairs sectional and can't figure out where one of the legs go. They tell us they'll report it to the company and a repair guy will come fix it. THREE WEEKS PASS. NO CALL. Finally we call them and the delivery guys haven't reported any problems with our new couch. The saleswoman who helped us, I'm using the word help sarcastically, says she'll get the repair guy to call us that day to set up an appt. TWO WEEKS PASS. We call back and they act dumb. The repair guy calls, he is a contract worker, he comes right out and fixes it. He asks if I have just gotten the couches delivered. I tell him we have been waiting for almost two months for him. He was NEVER contacted to fix the couch by the saleswoman until the day he called us. Since then the leather couch is having color rub off. We've had it for 5 months. Really? We are very careful with it. The thing is an expensive piece of crap. We have called to get the repair guy out again but the saleswoman doesn't return our calls or promises she has contacted the repair guy. So far we have been waiting 3 months. DO NOT SPEND YOUR MONEY HERE! read more

I bought a sectional wtih ottoman, a couch, recliner chairs with cup holders Sept 7th ..They delivered the furnture three weeks later. Believe it or not, all of the furniture came damaged. Recliner does not recline and screws dropped on the floor after delivery guys set it up. the fabric on the Ottoman to the sectional came ripped, the leg on one of the sections could not be screwed in, so the delivery guy ripped the liner to force the leg in. The couch was not carried into my house, because it was broken pretty much in 1/2. I dont know who manufactures these couches/furniture, but it appears that they do a very poor job of it (unless it was the delivery people causing the damage). There are other problems with the recliner like the middle door storage is crooked. Anyway, I am giving Sofa Mart this week to cure the situation. Today is Oct 5 and both the Manager and the salespeople have been very nice and reassuring that they will provide replacement couches. read more

I was told that my sofa would be ready for pick up in 3 weeks. Louis was our sales person. I called a week early to check the status and to see if it was possibly ready sooner. They told me that it hadn't even been ordered yet and my name wasn't even in the system. We REORDER the couch and was told they would put a rush on it. I call a week later on a Wednesday and they tell me it will be ready that Saturday. I call Saturday and they tell me there was an issue in shipping and we will not have it till Monday. I call Monday and they say it is ready. We show up and they only have 4 out of our 6 pieces. They say it will be another week for the others. We got 10% back so I wasn't too angry. a week goes by and we call and they say there is another shipping issue. The parts were coming from California and I guess the shipping docks were on strike. they had no idea when we would get our pieces. Another 2 weeks go by and they say they are ready and they will deliver for free. Well we were delivered the wrong pieces. Completely unacceptable and ridiculous! we finally get the right pieces the next day. took 2 months for this whole process. Their customer service sucks and nobody is on top of anything. I love my couch but the process in getting it was completely ridiculous. Do not have Louis be your sales person. read more

The first time I went to Sofa Mart (a few years ago) the customer service was exceptional! This last time however was HORRIBLE! We walk in a few weeks ago (Halloween ) and start looking around and NO ONE offered to help us. They pretty much ignored us and I had to track someone down. Should have been my red flag right there. We pay for the couch and the salesman tells us that it should come in in about 7-10 days and that they would give us a call when it is ready. Fast forward to last Saturday (Nov. 14) when, having not received any sort of phone call, I call and the man on the phone says "yep, your couch is here." GREAT! Super excited to go pick up the couch. So we go in Sunday and I'm all excited and they guy I talk to (the same guy we bought the couch from in the first place) says "oh our warehouse isn't open on Sundays". Would have been nice to know when I called Saturday. Fast forward to yesterday. My husband and I go to pick up the couch. I walk into the store and there is no one to be found. Finally find someone (the same guy that sold the couch to us and the same one I talked to Sunday) and he grabs my sales slip and says "I was wondering when you were going to come and get it." I said "Uh, no one ever called us and said our couch was here, I had to call Saturday and see." So then he says "I left a message." No, no you didn't. Then he realizes that he is thinking of someone else. Really guy, I get that you deal with people all the time, but good customer service is making an effort to remember your customers and to take care of them. Not to try and make them feel stupid. The only positive experience was the guy in the warehouse. SUPER NICE. I honestly will NEVER buy anything from Sofa Mart again, or any other store in Furniture Row. read more