John H.'s review of

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Customer Reviews & Ratings
Complaint Posted 11/27/2020
. 1
. 0
Poor information
I called the company when the sofa came with a hole in the side. Angela told me to accept the order and they would replace the part. I did so and discovered two days later when I called back for a status update that the replacement wouldn't come for another 3 months (this was after the original order took 4 months to arrive). Had I known this, I would have refused the order and looked elsewhere. Actually, it took two follow-up calls because I got conflicting information about whether an order for the replacement panel had even been placed--which seems a strange thing for a company to get wrong the first time I ask. As for the length of time, they kept telling me the delay was due to the fact that it was a "custom" order. They couldn't explain what that meant. These are standard parts on a commoditized sofa (you see other brands selling the same thing on other websites). I didn't order anything other than the standard options on the site. Regardless, my problem isn't so much that it's going to take so long to get the replacement panel, it's that it would have been nice to have all of the information before I ordered, or even before I accepted the damaged sofa. When I complained about the lack of information regarding the part (not the length of time itself, but the lack of information about it), Angela's response was: "Then you shouldn't have ordered a custom sofa." This is despite saying just prior that this delay for the replacement panel would have been just as long for any sofa they sell. Again, I still don't know what makes a sofa custom and standard for them. You can find their style of sofa cheaper elsewhere. I chose 4aeating because I read good reviews on their service. I might have just had an unusual experience, but their service was lacking for me.
Business's response - by Thomas N.on 12/24/2020
Thank you for your feedback. I do see we have made the replacement order are waiting for the part to come. We apologize for the back order. We are always here to help.
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Hours   Phone   (800) 407-8665 Address   1000 South Euclid Street
La Habra, CA 90631
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