A furniture dealer's reputation and integrity depends upon the quality of their products, and the dealer's commitment to make it right for the customer when things go wrong. Sofas and Sectionals explicitly promises: "...we select each product carefully to meet our exacting standards of quality and design excellence. We guarantee the integrity of every product we sell, along with the quality of the personalized service you will receive..." "These values are centered around one thing - taking care of you like we would take care of a family member. We take these values very seriously... We're honest, if something goes wrong we will fix it". Our mostly leather Palliser sofas, which the S&S salesperson assured were high quality and durable (we'd never notice the difference between the leather and "bonded" material on the back) peeled, cracked, and shredded in less than 3 years. Turns out that the 5-year Uniter extended warranty they sold us specifically EXCLUDES peeling and cracking, and the manufacturer could care less, too. So, based on S&S company promises to "fix it", we naively anticipated that Sofas and Sectionals would stand behind their products and stand up for their customers. Customer support finally got back to us after nearly 8 weeks - only when we told them we were posting reviews - with no resolution. Apparently the Sofas and Sectionals promise to resolve situations applies "whenever possible". And apparently a lifespan of 3 years for a leather sofa is acceptably within their "exacting standards of quality". Our experience of Sofas and Sectionals: false and misleading advertising -- unacceptable response -- lack of customer care and commitment -- empty promises. read more

See all

Sofa and Sectionals collected full payment for 4 chairs, delivered only 2. They told me they would credit me for the undelivered chairs as I had to wait weeks longer for them to be sent. Now, I'm told by the company the chairs are twice the cost so no refund due. I sent customer service a copy of my original invoice to prove I'm due a refund ..the chairs are now at a warehouse, I was told to call and check for delivery myself..Buyer beware.. read more

furniture is absolute crap DO NOT BUY!! Have tried TWO sofas both were a piece of junk,2nd one was to replace the first one and cushions completely sagged after like less than 3 months which is perfectly clear from the photo I sent!! it they want one 'from 4 feet away' in my tiny living room! THERE IS BO OTHER SOFA I WANT FROM THEM IM WANTING MY DANG MONEY. SO I CAN GET SOME QUALITY FURNITURE!! SO DONE WITH THIS PLACE!! read more

On October 1, 2020, I ordered a sectional. We were told it would be a 24-27 week delivery time. In late January after hearing nothing from Sofas and Sectionals, I called to check the status of the order with delays across the industry being reported. I was told at that time it might be delayed a couple of weeks. 29 weeks after we ordered, I was informed that the sectional was delayed further and encouraged to cancel my order and place an order from another manufacturer with a 15% discount. By this time, prices had risen by about 50%, and that 15% off would still have me paying over $1000 more for furniture and not the quality we ordered. We were given the option of waiting on the order and after speaking with a rep from the manufacturer and Sofas and sectionals, we decided to wait while we looked for other options for furniture. This continued until September 13, 2021, almost one year after the order was placed. Sofas and Sectionals still could not give a date for delivery or for production and still only offered the 15% discount. In fact, I spoke with Hannah Doherty a sofas and sectionals customer service rep and she said they were not asking us to spend more and they had not failed to meet the terms of our agreement when purchased. She told me that we had purchased an item from them and seven months later when they could not deliver they offered me a refund and that should be ok. She said they were not asking me to spend more money to get what I had already paid for, they just wanted me to take my money back or order something else (that would cost more). Sofas and Sectionals is owned by TruRooms. Their company vision is "TruRooms Inc strives to create an exceptional customer experience from the time the order is placed to the final in-home delivery." This is a complete failure to live up to the vision they set forth on their own website. Edit DeleteShare read more

Positive experience. It is a different service experience than ordering from a brick & mortar. Nobody holds your hand through the process. There is no reassuring progress bar or emails regarding status. But it was a success. I ordered furniture and eventually I got a call from the courier when it was done. Fortunately I had no issues and I could not be more happy with the finished product. read more

Great people that give service before and after sale. Had a problem with a Southern Motion big men recliner in a week after getting it, email/phoned they set up to pick it up and got my money back 3 days later. read more

Slightly over a year ago, we purchased the Seattle sectional by Palliser at SofasandSectionals.com. The sectional resided in our den and was barely used--maybe four hours a week. Within 11-12 months, one of the seams on the seat of the sofa completely UNRAVELED. I contacted SofasandSectionals, and they said Palliser would fix it. I waited over a month for a "replacement cover" to be sent to my home and then scheduled the tailor/repairman to install it. I noticed that the seams on the replacement cover were DIFFERENT THAN THE ORIGINAL, apparently they had additional seams called "topstitching." The tailor/repairman "wasn't sure" if the seams would disappear into the tufting once he installed the cover (I don't understand how a professional doesn't know this). I told him that it wasn't acceptable for one half of the sectional to look entirely than the other half. He said he could sew up the defective seam, but when he left, he did a worse job than I could have done myself. The sewing was obtrusive, loose, and nonprofessional-looking. In fact, the resewn seam came completely apart within 1-2 weeks. At my request, SofasandSectionals contacted Palliser again and ordered another replacement cover--one that matched the original and didn't have additional topstitching. After waiting more than another month, the second replacement cover arrived and IT WAS EXACTLY THE SAME AS THE FIRST ONE AND DIDN'T MATCH. Palliser and SofasandSectionals was contacted again, and I requested that a new cover, with the topstitching, be sent to cover the undamaged half of the sectional, since I had waited so long and now had 2 topstitched covers for the damaged part. They declined and promised that THIS THIRD TIME THEY WOULD MAKE A CORRECT COVER WITHOUT TOPSTITCHING. They also PROMISED that it would ship by March 16 (it didn't). IT HAS BEEN ALMOST 5 MONTHS since I reported the issue, and I STILL DO NOT HAVE A MATCHING REPLACEMENT COVER! The latest excuse I received from Palliser and SofasandSectionals is that the last batch of fabric was inadequate. Really? Of course, I don't believe it, but even if the fabric was substandard, that's not my problem. The companies should have worked internally to ensure there were no issues on this third attempt and stressed to their partners the importance of following through without mistakes. They should have taken initiative to keep their promises, and they should have contacted me in advance of March 16 to say the fabric arrived unusable (if it actually did). In fact, if the companies actually cared, the reps, supervisors, owners, and/or presidents would have invested themselves personally in making sure I had a functional and usable piece of furniture after taking my money. There really is no excuse for mistakes on the 4th and 5th attempts to fix something. There were (and are) so many other solutions to this problem, but they took the easy, lazy, and apathetic path that resulted in no solution! I can't endorse either of these companies; PLEASE PURCHASE ANOTHER BRAND FROM ANOTHER RETAILER so you don't end up like me (with stuffing poking through the seat of an 8" defective seam after one year)! read more