SOFA EXPRESS - POOR QUALITY OF FURNITURE

I have had a bad experience with Sofa Express. I'm rather short and often my feet don't touch the floor when sitting on furniture. I selected a sofa and love seat ($1200 in Montrose, OH, store) because they were comfortable and fit me. I specifically asked about the material used for filling and if what was in the showroom is what I would get. While reassured it would be...it wasn't.

The back cushions are EXTREMELY lumpy and lack sufficient filling material, skirts around bottom edges very wrinkled, throw pillows about 1-1/2 inch thin, and seat cushions HARD and my feet don't touch floor (by approx. 3" according to the SE technician). Apparently, seat cushions have some kind of memory foam stuffing. I've been informed - AFTER THE FACT - that EVENTUALLY over several months the filling breaks down and compresses "20-30%" - meantime they're hard as heck and it's been two months. Service tech said most of his calls were from owners that had furniture 3-6 months and were complaining stuffing had collapsed too much and cushions were too soft.

Local store manager has closed my account and is "unavailable." Service technician walked out when he heared I was unhappy with quality; 2nd service technician did not show up in scheduled time frame; Service Center on two occassions refuses to schedule pickup and return to stock.

The Customer Care rep has noted on my account "Will not pickup furniture (even though I contacted them within 2 hours of furniture delivery)." They have grudgingly offered to replace high density foam with low density. I have no idea what constitutes "low density" stuffing, how long will it last, how long does it take to "break down," what percentage of collapse should be expected, etc.

I didn't buy the sofas to play a guessing game with the cushions. I asked and was reassured several times that I would get the same quality of furniture as was in the showroom display. Sofa Express reps now advise it would be unreasonable and impossible for their 3-year old furniture in show room to be the same as newly delivered items. I would think NEW furniture would look and feel better than the used furniture.

Can you imagine buying a soft mattess and having a hard one delivered with the instructions to just "sleep on it a couple months" before it will become comfortable? Why would anyone accept this logic? My main complaint is that if anyone had told me BEFORE placing an order, I could have made an infomed decision. After the fact, I feel like a victim of bait and switch. The floor room furniture was NOT representative of the quality received.

Wish I had surfed the web for complaints before buying. It's a no win situation with Sofa Express!

Regards - Lynn