Sofaland

We recently custom ordered a leather reclining sectional for $12,000 and were not informed of their policy of not allowing exchange of return for any reason. The sectional is too firm to sit on for more than 10-15 minutes at a time and since we bought it for our family room where we spend the majority of our time, the piece is unusable. When we called the store to ask about an exchange, we were initially told that because we called within their 48 hour exchange window we could return to the store to choose replacement items. When we called back to book an appointment with the salesperson (we live 5 hours away from their location), we were told that they do not allow exchanges on custom ordered furniture for any reason. We asked where we could see their policy in writing. The customer service manager told us to flip over our sales receipt. It is printed on the back! This is very shady! If we had been made aware of this policy, we definitely would not have made a $12,000 purchase at this store. We have, in the past, purchased custom pieces from a local independent retailer as well as Lazyboy and were told upfront that we could return the furniture and pay a 15% restocking fee. This is fair. We made this offer to Sofaland that we would pay a restocking fee and would merely exchange for other furniture in their showroom. They are not willing to budge. The manufacturer told us the foam will wear in over time. In our experience, an overly firm sofa or mattress will not simply become more plush or comfortable over time. It doesnt work that way and is the reason why mattress retailers have a 30 day sleep warranty and will allow customers to switch to a product that is more comfortable for them. Should you ever find yourself in a Sofaland store, please make sure you fully understand their policies before you make a purchase because you will not have any options after the purchase is made.

The SofaLand delivery truck arrived around Noon today(Saturday) and the two young men brought the coffee table set in very quickly & they very friendly and polite. Professional as can be. Removed all the plastic and packing and removed from the house for me.
All the employees involved in this purchase we so good to me and very helpful. Showrooms were clean and presentable as well.

We bought a lovely sectional and it was perfect for our living room. The family loved it for just over a year (just past warrantee) when we noticed a weird dent in the couch. We called the service department and they sent a guy to look at it. He told me a spring had turned and it would probably cost us as much to fix as to buy a new couch. We said we would live with it for now but we are extremely disappointed. Since that point, the lump has just gotten more warped and we've noticed pillows warping as well. It gets a fair amount of use but I've never owned furniture that I had to replace within 3 years before now. This couch is waiting for the kids to get a bit older then we're replacing it. So very disappointed in the product. We have 20-year-old couches in better shape. I don't plan to ever purchase from Sofaland again.

I am sorry to say, but we did not have a good experience with Sofaland. :( Basically they sold us something that wasn’t what we ordered and we have had no results in getting the problem solved. We ordered two pieces with an ottoman...that was where the problem was. Also, their customer service was a joke. We bought our sofa in March, it was delivered in May with the issues, and it is now the end of July with the same results and no follow up. Marcel was our “used car salesman,” but it was on us to do more due diligence. The sofa itself was high quality and well made.

Essentially, we wanted a long enough chaise (like our old one) to fit our doggies. That was an important requirement and was made clear multiple times to Marcel during the purchase. He said all of their chaises were shorter and we were about to leave the store when he sold us on the idea of adding an ottoman. He said there were two sizes of ottomans...a short one and a taller one. They only had the short one in the showroom.. we should have asked them to get the taller one in before purchasing. Marcel said it would be about an inch wider, so it wouldn’t completely line up, but that the height would match the couch and we could connect the two pieces with a locking mechanism. He PROMISED it would be level and it was no where near. There is a distinct step down of about 3 1/2 inches!?!!! When it was delivered, we complained. Marcel assured us they could fix the problem. He said because we got the extra firm cushions, that the specs of the ottoman were a bit off. Marcel arranged for the manufacturer to remake the ottoman to the right size, but warned us it might be off less than an inch because of the extra firm cushions. It was delivered last week and it is exactly the same!?!! We phoned and talked to their customer service, Kendra, and she said they would help us find a way to solve the problem. She said she would get back to me...it has been over a week with no response.

We are beyond frustrated. We are working class and saved to buy a custom made couch to fit our needs. When you spend almost $5,000 you expect to get exactly what you ordered. We spent over two hours in the store the day we bought the couch, trying to think of everything to ask and confirm on details. We had to wrap our brains around the idea of buying an ottoman over one long piece from another store. We accepted it but on the condition it would LOOK like one long piece with the heights matching. THEN we had to accept that it would be off a bit and NOW we have to accept that it won’t be fixed. We are so disappointed. If we can help even one other person out there with my review, then at least there is that. Be warned if you buy from Sofaland, do your due diligence and don’t believe everything they say...get proof. Sofaland and Marcel don’t seem to care...he got his sale.

We purchased an accent chair, but when we picked up the box from the warehouse and opened it at home, it was the wrong colour. I called the Southside Edmonton sofaland location and spoke to Cyrus. He promptly helped fix the problem. Luckily the colour I had ordered was in the warehouse. He first wanted us to drop the wrong one back and pick up the new one, saying there's a $99 delivery charge. But considering it was sofa land's fault we ended up with the wrong chair and I did not have ready access to a vehicle, he was able to arrange free pick up and delivery for the next day. The next day the delivery guys called before they came, waited 5 mins extra for me to get home, and were very courteous and polite. So overall a good experience!

I ordered 2 accents chairs 3 months ago and after receiving them I realized that the chairs are not identical and one of them had manufacturing defect!!!
The legs size and shape was totally different. I called their customer service and took 3 weeks to replace the chair.
A few months later I bough 2 round ottoman and when I took them home again their legs were not fixed and I had to return them to fix it!!!
Stay away from this company
No quality control
No respect for customers time and money

Terrified after many nightmares with sofa purchases, we decided to look here. Brandy was a pleasant and no pressure salesperson. We found what we were looking for right away, but decided to visit the nearby competitor anyway. The Sofaland sofas were more comfortable and $500 cheaper then the competitor, so we took deep breaths and signed the deal. Didn't like their $99 delivery charge.
I made the mistake of looking at reviews when I came home, however the delivery was a very pleasant experience. Both employees were personable and friendly. They even waited 5 minutes for my wife to arrive. So far, so good.

The delivery guys came to deliver a new set of sofa today, while they were moving our old sofa downstairs, they damaged the sofa so badly. My wife was at home but she didn't go downstairs to check after the guys moved. But when I came home and took a look at that, I found this would not be acceptable. My wife recalled that there was a little bit tight to get in, but if they moved around slightly, it should be ok, however, the guys just pushed and kicked, then it appeared like the attached picture. Also, there is a hole on our wall. They must have noticed that, but they didn't mention and left.

I would suggest you NOT shop at Sofa Land, I received the worst after sales customer service I have ever received. The customer service person was patronizing and had the worst attitude when dealing with a customer who was clearly not happy . I spent about $3000 on a sofa and chair. The delivery people had a lot of trouble getting the Sofa into my house, so much so that there were holes in my ceiling and walls. This was repaired. I did examine the sofa for tears and could not see anything obvious, however a few weeks later I found some holes and snags in the piping. They are in such a place as to not be noticed unless you look very closely. I call the customer service, someone came out to look and said they would get back to me. When I talked to the customer service person, she said the factory would not cover it, I said it was not a factory issue, it happened when they were brining in the sofa, it was not covered and must have gotten ripped on the hinges of the door they removed. She then said to call the insurance company since I had purchased insurance on the furniture. Now as an employee who deals with the customer service, I would think she would know that holes are only covered on leather...she was just trying to get rid of me. I called back and all I kept getting was the factory would not cover it, clearly it was not the factory who was at fault. There was never any offer of how she could help resolve my issue. No empathy for a customer who had just spent a lot of money only to have it have holes. Every time I look at my sofa I feel sick, it is not perfect and I would think that the company would stand behind their product and delivery. I would suggest there are lots of furniture stores in Edmonton and you go to one that will stand behind their product and service.

Almost 3 months I have waited to have my rocker recline repaired after the undercarriage metal broke. The Customer service Department never returns calls and where there were supposed to parts ordered they never were until I contacted head office. Then and only then she returned a call. Again she contacted June 1st, two calls returned to her remain unanswered regarding the pick up and repair. Horrible customer service and she should be fired on the spot as she knows little or nothing of customer service or coordinating repairs.