Last spring my wife and I decided to upgrade to a sectional sofa since we had our second child in addition to a cat and dog. We visited Furniture Connexion and were not terribly impressed with the warehouse, but knew low overhead would save us some money. We were led by the salesman to the in house brand, Porter, and found a sofa we liked. We purchased the sofa and picked it up a few days later from the warehouse. When we got the sofa home and unpacked it (lots of packaging, but that was fine) we noticed there was staining on a portion of the fabric. We contacted FC and were informed we would have to email photos to them. I did so and a few days later they approved an exchange. I was also told that since we picked up the sofa, we would have to return the stained one and pick up the new one. They would not deliver even though they provided a stained sofa. I agreed and did so.
Here we are 5 months later and 2 nights ago the sofa collapsed when I sat on it. Keep in mind I am in pretty athletic and in good shape at 6ft 3in 210lbs. So, its not like I landed 350lbs on it. I contacted FC 2 days ago and they informed me I needed to contact customer service. I did so and customer service told me to email photos. I did so. Today I received a phone call stating they would need me to drop the sofa off and that their tech would inspect it before approving an exchange. That seemed ridiculous to me since I clearly showed the problem in the photos and have only had the sofa for approx 5 months. Secondly, they told me they would need the sofa for several days and were unconcerned that my children would be sitting on the floor. Third, I asked if they would bear the time/expenses of having it picked up and a new one dropped off since this is sofa #3 in 5 months. They refused to do so and were unwavering in their position and unconcerned that I would be without living room seating for several days since their tech is only on site Fridays (I believe that is what she told me).
In sum, the prices are cheap, but so is the furniture. Further, once you need real customer service, FC is an epic failure. Invest a bit more money into a higher quality product and higher quality service when you really need it.
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