Sofa U Love

This review is probably a little overdue. About six months ago I visited Lilia from the Pasadena and Thousand Oaks store, needing a storage/​cocktail ottoman. After searching high and low at furniture stores and online without success, I decided to look into a custom design. I gave her the dimensions I wanted, other specifications, and chose from a wide selection of fabrics. I found exactly the fabric that I pictured in my mind.

After it was built, I picked it up from the store, brought it home, and unwrapped it. It was gorgeous, but something did not look right. I suddenly realized it had no storage!
I called Lilia, and she addressed it immediately without hesitation. No problem. A few days later, I picked up another ottoman that was perfect. It is beautiful.
Thank you, Lilia, and Sofa U Love!

We could not be any happier with our experience designing and purchasing a new couch and reupholstering a chair working with Liz at the Pasadena store. Liz is absolutely fantastic to work with. She helped us design a new couch using pictures and measurements of the couch we had that we wanted to replicate as much as possible. This was quite complicated but it did not phase Liz and the new couch is perfect, very comfortable and the price unbeatable for the quality. We also reupholstered a chair and it looks beautiful with very competitive pricing. Wonderful choice of fabrics with a great range of prices. Also had several pillows recovered which look lovely. Liz agreed to allow us to see our couch as it was being built in order to double check we were happy since it was such a complicated order. For this we worked with Vincent in the LA location who was just as fantastic to work with as Liz had been. He called to schedule an appointment for us to visit and at the workshop we reviewed our piece which needed a bit of tweaking. We asked if we could return prior to delivery of the couch which Vincent agreed to and we saw all of our pieces. Vincent’s mantra is that he wants you to be happy so whatever needs to happen will happen to make that the case. The process was very reassuring to us and felt very personal. The delivery guys were good and based on Vincent promising to have them assist in moving our old couch they did just that and were nice about it. So, working with Liz and Vincent has been a real pleasure and the end product can’t be beat!

Let’s start at the beginning — 5 stars!!! Yes, definitely had a ***** 5-​star experience throughout the shopping, selection, and ordering process. Liz, who runs the Pasadena location, is AMAZING. Liz is incredibly personable, accessible, professional, and altogether the kind of salesperson you hope to find everywhere, but sadly, seldom found.
** 2 Stars for wonky customer service from the factory end. Nearly 2 weeks before the delivery date, my wife called to ask if we could move the delivery date up one day, to accommodate a vacation schedule we were putting together. She spoke with 2 different people and were assured this would be no problem. Fast forward to the new delivery date… waiting…calling…calling…calling…we both spoke to several different people and discovered that the previous request either never made it to the builders, or it was an out and out lie. Either way, extremely wonky, disorganized, and frustrating.
** 2 Stars for delivery. Yes, free delivery, but really, is it free? You KNOW we are paying for it. At any rate, guys showed up, literally the first words out of the mouth was, «sofa?» (limited vocabulary apparently, and NO customer service training). Yeah, I thought, we ordered a sofa… but we’re a little disillusioned by this point, so this better be good. We ordered a sectional so the first piece comes in, mauling the Plumeria on our front porch on the way in, and the guys proceed to more or less drop it down on our new hardwood floors. Really? Are you guys in THAT big of a hurry? I had to say something… come on, I know we didn’t pay for «white glove» (whatever that means) — but I do expect a little TLC for a $ 3K piece of furniture… and this is my HOUSE, not a bar. Lastly, the couch had lint ALL over it, had to vacuum and the skirt of the slip cover is/​was extremely wrinkled. Again, I just don’t understand how a business wouldn’t WANT to incorporate more service into this part of the experience. After all, it’s arguably the biggest part. I know people would really appreciate it. So yeah, a couple of dust busters and perhaps a carefully folded slip cover put on AFTER delivery, so the whole couch doesn’t look cheap from the get go… might really be cool!
There it is. I promised a review, and all of the above makes for 3 stars overall. I really do wish I could do more as the first round with Liz the salesperson was just awesome. But alas, I have to be honest.

We needed an upgrade from our Ikea sofa and kept seeing these listed on craigs list. The store was so close to our place we went to the showroom and really liked the options. The owner, I think, worked the floor herself and was knowledgable and patient with us as we decided. The delivery went smoothly and we’re happy with the couch!

My husband and I had an great experience buying our new sofa at Sofas U Love, Pasadena location. We had an idea of what we wanted, but Liz really helped us put everything together (the fabric, arm height, depth) to create a beautiful, very comfortable sofa.
Liz told us it would take about 3 weeks to complete and it did. We scheduled the delivery and that was a very pleasant surprise… The delivery men were wonderful. They were so polite and nice. They did everything to make sure we were happy with the delivery. They went over and above for us and we really appreciated all of their help.
We would recommend Sofas U Love to everyone.

Loved my experience. Vincent was very helpful, took care of all my needs. My order was done in the time I was told. I’m very happy with my purchase. I would recommend Sofa U Love to anyone. Customer service was totally a 5 star!