The SofaWorks

I went back to Sofaworks hoping to negotiate partial refund or have them replace the sofa I had bought. I showed Mike, the manager, pictures of my couch, and he immediately told us they would not do anything for us. Not to mention the strong smell of alcohol on his breath, he seemed well rehearsed in handling this type of situation. When I suggested that perhaps they don’t sell quality merchandise, he said «we can end this conversation here». When I told him we would not shop there again, he walked off. Buyer beware.

My wife and I ordered a king size custom bed from Sofaworks. We wanted to buy local to support small business. Our bed was delivered 2 months late and frame was the wrong measurements. They bed was actually built sideways. Our box spring and mattress would not even fit in the bed. We called and emailed and were told that they would not fix it and they would just pick the bed up and give us our money back. This was after waiting 5 months for the bed to be made. Owner is unprofessional and customer service is all time worst.
Buyer beware. These people do not know how to run a business and treat you like they are doing you a favor. I will not be purchasing from them again.

I have received an order recently and had excellent service from start to finish. The quality was great on two sofas, the service was great. Amanda was responsive and professional. I don’t doubt the other recent reviews but my experience was very different. I live out of state and designed sofas sight unseen. My order did come on the very tail end of quoted time but I’m satisfied and can’t beat the price. This is basically the same sofas that are being built for name brand showrooms, without the designer name.

The bad reviews here are spot on! Responsiveness is extremely poor and the owner is rude and dishonest. I ordered a sofa in April only to receive it with complete disregard to my specifications. The dimensions requested were completely wrong and the overall design was so far off from my original request. I should have known something was wrong when the sales person called a few days before shipping to ask which side to use for the chaise. All of the details were previously provided in writing. The owner refused a refund and never even apologized for the error. He insisted on a remake which is now 6 weeks over due. Emails and phone calls are not returned and will likely result in an unpleasant visit to the store. I’m already prepared to contact an attorney because this business can not be trusted. It wouldn’t surprise me if they were to go bankrupt in the near future. No one can stay in business with this kind of service.

I ordered a custom fabric sofa back in April. I received the couch within the time frame quoted but it was damaged. Don told me he would order me a new fame and have it delivered. It is now August and I have yet to receive the new frame. I have made numerous phone calls and emails with little response. I still do not know if or when I will be receiving my new frame as promised.

My partner and I had a sofa made up about 15 months ago. We specified which sofa we wanted — a knock-​off of Mitchell Gold + Bob Williams’ «Gabriel II». They said, «Sure, we’ve done this before» and so we ordered. We paid extra for hand-​tied 8-​way springs and upgraded to down-​wrapped foam cushions. The total was around $ 1800, so this wasn’t an inexpensive venture. They assured us their sofas were of higher quality than their competitors.
The initial order came in around the time they promised, but we noticed the cushions weren’t fitting right. They were too tight to fit the sofa. We were told they were supposed to be like that and to wait and use them for awhile and let them settle. The cushions never looked right. The coverings and piping didn’t stay on the cushions correctly — it slipped over, looked sloppy, etc. Meanwhile the cushions continued to bend, wrinkle and not fit well.
So we asked for replacement cushions and told we would get their «highest quality foam» as a replacement. We took measurements and sent those to SofaWorks to get our replacement cushions ordered. The cushions came in and as you can imagine, they didn’t fit well and the foam was super cheap. It was nowhere near the quality we expected, considering we’d paid an extra $ 400 for the higher grade cushions. So we complained again and were put off for months.
Finally, they hired someone to come into our home, measure the sofa and order new foam cushions — again their «highest quality.» We got them after weeks of waiting and they got the measurement right this time, but the cushions themselves are mediocre at best and look sloppy. We have to constantly flip them to keep them looking right. Not what I would’ve expected. Mind you, the back, arms and structure seem to be okay (less a seam that had to be repaired), yet the cushions they supply are really bad fitting and bad quality.
Given the level of customer service (which was not excellent), the frustration we encountered dealing with SofaWorks and the disappointing product we wound up with, I cannot recommend them to anyone. If you go there and opt for the basic sofa and it’s cheap — you might be okay. But don’t go expecting to get superior quality, even if you upgrade your sofa. It’s not going to happen.

When we got ready to relocate to DC this past summer, we knew we wanted to replace our sofa and love seat. The wait time and price for a custom fabric Crate & Barrel sofa simple do not compare with the product and service we received from Don. We had initially planned for a quick turnaround, so that our new sofa and chair-​and-​half could be moved with the rest of our furniture from Dallas. After some miscommunication with his factory, Don notified us the week before our move our sofa would not arrive in time. Don quickly remedied the situation by offering to absorb the cost of having our sofa sent directly to DC from his factory or return our deposit. A few weeks later we had a new sofa and chair-​and-​half that were better than we ever expected. Even with the few minor delivery hiccups — great product and service!

I would strongly urge anyone considering ordering furniture from SofaWorks to go elsewhere. I placed an order for a few upholstered pieces and was given a 5 – 6 week lead time and 16 weeks later, I still had not received all of the pieces. Throughout the 10 week period that the order was past the estimated delivery date, I was continually given a different story on the status and projected ship dates. You can never get a straight answer and there is no sense of urgency on the part of Sofa Works to make up for their tardiness. The owner has been nothing but rude and unhelpful in regards to the issues. In fact, he told me that I «called incessantly» and it’s not «part of his business model» to update customers on the status of their late orders.

We ordered a Crate and Barrel type sofa in October and loved it so much we went back this weekend and ordered a different couch and chair-​and-​half. They have a great selection of upholstery and the quality of the furniture can’t be beat. They are very easy to work with and always answered our emails promptly. We’ll be coming here for all of our upholstery needs as long as they’re in Dallas.