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.
- Approximate cost of services:
- $12,000.00