Cushion Density
The cushions on sofas sold by Sofa Express obviously do not have quality filling or back pillows according to the reviews. One customer complains that within eight months of her sofa purchase from Sofa Express the cushions were flat and the filling had shifted. When another customer noted that the stiffness of the cushions kept her feet off the floor, she was actually told by a customer representative that the cushions would settle by 20%-30% within thirty days and that most complaints were due to too much compression within the first six months. A third review complains that the throw pillows and back pillows "were junk." After receiving equally defective replacement pillows, this customer had to wait another six weeks to resolve the situation only to find that she was sent another defective set of pillows. It seems that Sofa Express sofas have poor cushion density, which leads to rapid compression and shifting of filling leaving flat, uncomfortable cushions on a relatively new sofa.
Customer Service
Sofa Express customers also have several complaints concerning customer service. Two say they were promised removal of their old furniture to the curb, but when the delivery agents arrived the customers had to argue to get the promised service. Calls to the customer service department at Sofa Express seem to go unanswered in many cases or to be dealt with in less than an acceptable manner. Often customers' calls were not returned. When they did speak with customer representative, all reviewers were given excuses that did not hold up or they were put off by more promises that were never upheld. Most had to wait months for a response even though none of them reached an acceptable resolution. They all had to settle for poor cushions.
Sofa Express did not receive any positive reviews on this particular online review site. With the same issues appearing among several different customers, it seems that cushion density and customer service of Sofa Express are below what most consumers would prefer. I would be concerned about dealing with this company to buy a sofa.
About The Author:
Daisy Zachery has worked on many decorating projects in apartments, condos, and mansions. In her line of work, she has provided potential sofa buyers with a colorfully illustrated gallery of the latest sofa designs in the market and key tips in finding the right sofa. For more information on sleeper sofas, come visit her site at http://www.sofaideas.com