Complaint Review: Sofa U Love - Santa Monica California

Ten years ago I purchased a couch from Sofa U Love and it has been a great piece of furniture, however, as I am sure you can imagine, after 10 years the down feathers in the pillows have become uneven and need to be replaced. This is standard wear and tear obviously. That being said, we went back to Sofa U Love to replace the pillow inserts with the newer foam and down blend. I called the Santa Monica store on Wednesday, September 22nd and spoke to Neyla and asked how I go about ordering four replacement inserts and an estimate. I was told that for $500 I could replace the two back pillows and two bottom pillows for our custom Chicago couch. She told me to take photos (see attached) and measurements of the inside of the couch without the pillows. I asked if I needed to bring the inserts with me and was told no. On Saturday, September 25th I brought in photos, measurements AND the inserts to a back and bottom pillow. Vicky was at the store when I arrived and I proceeded to have her write up an order for my two back pillow inserts and two bottom pillow inserts. I gave her the photos and the measurements and she said they were just what they needed. I told her I had the inserts in my car and asked if she wanted them (noting that they were old full down inserts and most probably ripped with feathers coming out but she was welcome to measure them. She told me that wasnt necessary and if I gave them to her that I would be without cushions and she didnt want that for me. I asked her several more times during the time I was there waiting for her to complete writing up the order if she wanted the inserts and was told no. I paid in full $548.75 for order number 2369 on September 25th and was told that we would have our cushions in 7 10 days but hopefully before Oct 1st. I left with a copy of my order. On Wednesday, September 29th I received a call from Neyla stating that we needed to bring the inserts as the measurements were wrong. I inquired as to why she thought they were wrong and she said because they didnt make couches that size (which is not true as they were custom not standard and they do in fact do custom sizing). I asked also why they didnt take the inserts on the 25th when I offered and she said I never offered. This is when the whole issue began and I knew there would be a problem. I called Vincent, the Manager, to tell him about the issue and left a message for him to call me back. I also sent an email to the customer service email on their website. On Thursday, September 30th at approximately 11am I received a call from Vincent stating that I would receive a discount, complimentary throw pillows, or whatever to make up for the inconvenience. I thanked him and told him I would be bringing the inserts to the store in Santa Monica later that day. I took two hours off of work to drive to the store to bring the inserts (one bottom and one back) as well as my original receipt from 2000 with the couch order information for their reference (which she never looked at refused). I arrived and Neyla was there and she proceeded to tell me I needed to leave not only the inserts but the covers as well. I told her that this was not acceptable as I was not comfortable leaving my covers there as I was afraid they would be lost considering the issues I had already encountered. She became belligerent, calling me a liar when I told her I offered a week prior when I ordered them to leave the inserts with Vicky. I told her to call Vincent and to speak with him and when she got off the phone she said he told her to measure the pillows and give them back to me. In the process, she took her pen and wrote across my pillow in blue ink. When I told her to be careful as she had just drawn on my pillow, she again called me a liar, took the pen and put it down and proceeded to tell me she didnt have a pen in her hands so it wasnt possible she could have written on my pillow. She measured the bottom pillow (which she wrote on) and didnt measure the back. I left the insert with her in the store for the back pillow and she still didnt measure it. I asked her to measure and give me a copy of the sizes and she refused. I left in tears. I immediately called Vincent and told him about the experience with Neyla and he told me he would make it right. He would discount the pillows, cover them for free, deliver them to the house, etc. I told him all I wanted were my pillows I paid for and to be done with this and not to have to deal with Neyla or Vicky. He agreed. On 10/15 we were told the cushions were ready. I went to pick them up with my husband as a witness & the back cushions were produced incorrectly. I asked Neyla if she wanted to re-measure & she said no that I needed to speak to Vincent and she was not to deal with me. I immediately called Vincent & left a voicemail. No response. I called every day 10/16 - 10/22 & no response from Vincent. On 10/22 when I called again for Vincent, Valentina told me the pillows were ordered (without them being re-measured so I knew they would be incorrect again) & would be at the Santa Monica store for pick up on 10/23 but that this was all my fault for the incorrect measurements. I proceeded to tell her that this was all Neylas fault as she refused to measure the inserts, pillow covers, etc. not once but TWICE that this was in fact their fault. I told her that is why I had called every day to speak to Vincent, knowing that because they were not measured they would be incorrect again. Not only was this additional trip and multiple conversations inconveniencing me, but costing them money every time they produced incorrect pillows. On 10/23 at 10:35AM I arrived at the Santa Monica store with my husband in tow again to check the pillows. I could immediately tell they were incorrect again. We took out our pillow cover and attempted to put the pillow insert inside and we were right they were not produced correctly. We knew this would be an issue as Neyla had refused to measure the pillows when they were wrong the first time and Vincent refused to return calls. When I told Vicky that they were wrong, she said that wasnt possible and obviously I measured incorrectly. Then she proceeded to become rude as she wrote up the re-order for correct pillows. I told her that if she let me explain how I knew they were wrong and about how they were not measured we could probably solve this. She just kept saying that she didnt want to hear it that if it were up to me I wouldnt replace your pillows at all we dont need this. There were two other customers in the store who watched this woman berate me for their companys mistakes. She took the pillow cover to measure it (finally) and asked if we agreed with her measurements. We told her that they were the experts in measuring and we rely on them to take correct and accurate measurements. She asked if she could take the cover and my husband told her no because they had screwed up so many things that if they lost it we wouldnt get a replacement. I told her that if she wanted it to send to the factory, I would need something in writing stating she took it in the condition it was and if it were lost or returned in any other condition that they would replace the cover to the entire couch because otherwise the dye lots wouldnt match due to the age of the material. She threw the cover back at me and told me not to threaten her. This conversation was non-threatening. I have no idea where she got this idea of being threatened but it was obvious she was not in her right state of mind at this point. I asked my husband to get a copy of the new measurements from her and ask when we would receive the pillows. Vicky told him that she didnt know when they would be ready. He asked that she have Vincent call us and she said no, that I cant tell my boss what to do so I wont tell him to call you. Completely ridiculous behavior from an adult was encountered. The other two people in the store walked out because she was so rude to us they didnt want to do business there. They didnt like the atmosphere or behavior The pillows were $548.75 PAID IN FULL on 9/25 & I still don't have inserts, but I do have a couch with no back cushions and a peptic ulcer from this incident. Sofa U Loves Vincent guaranteed additional credit to offset costs and inconvenience - a lie. Sofa U Love Vincent guaranteed delivery to my home so I wouldnt have to take time again to go to the store - a lie. Their 7 - 10 day policy is a lie (it has been 30 days). I want my pillows (as they threw away my old ones) & I want at least half my money back for the inconvenient repeated trips to the store, hours of phone calls, emails, letters and problems. Not to mention the extremely belligerent and disrespectful behavior bordering on abusive in the store in front of other customers. I have e-mailed and received no response. I have called and received no return calls from Vincent. I have tried being reasonable, patient and then upset and I receive nothing but disrespectful treatment and lack of produce I paid for in full. I tried being nice, I tried cooperating and providing an excess of information. I gave Sofa U Love copies of original receipts, measurements, pillow inserts (which I no longer have so I have no pillow backs), the ability to measure the covers, etc. and I still don't have my pillows. I dont know where else to turn and hope someone can help.