It took over 5 weeks to receive a cover that looks different from the posted picture. The color was supposed to be "camel," but what I received was way darker than the pictures online and pretty ugly in reality.
I contacted customer service via email and chat. The chat rep was not helpful and kept saying that I need to send in a picture of the defective item in order for the team to "consider" a return. I asked how they would judge something as subjective as the color not being what I expected. I sent a picture of the sealed item and after almost two weeks still have not heard back from them.
They make it near impossible to return or exchange anything. Basically, once they have your money, you're out of luck.
**Update based on reply below. I received the item January 14th and requested a refund shortly after. I have an email from the company dated January 29th confirming receipt of my return request.**
Miraclesofa 回复2020-10-12
Hello Julie, we would like to assist you resolve this issue. We re-looked at your correspondence with us I noted that the image you sent us depict the exact colour of the item your ordered.
Based on our records, we have also sent you a response on the same, informed you that we could not proceed with a refund or replacement owing to the fact that the product was not defective. We also noted that your order was past the 30 days money back guarantee hence we can not accept a return of the product.
It saddens us when our customers are not happy with our product. Once again apologies for any inconveniences caused.
Thank you.
I’m giving two stars because while I still have not received my covers, I did get a reply from a customer service agent who was sympathetic and provided me with updated tracking info. I’m hoping I luck out with the covers but my gut tells me I’ve probably been ripped off. I’ve bought from companies who ship from China and each time I’m horrified at the product quality and the length of time it takes to receive an item I paid for weeks/months prior. I am going to stop buying from companies who ship internationally. More often than not, it just means they ship from China.
Miraclesofa 回复2020-10-12
Hello Angela, thank you for sharing your experience with our customer team. We are also sorry that you feel like we may not live up to our promise. I would like to assure you that we always deliver on our promise to our esteemed customers.
With regards to an update on your order, we would like to notify you that your order was delivered to you address on February 1, 2020. We surely hope to get your updated feedback on your experience with Miracle Sofa ™ sofa covers.
Once again thank you for your feedback and hope to hear from you soon.
I ordered two sofa covers. They came but did not fit. I've sent over 20 emails asking how to exchange for larger size but have not been given any help. They have the worst /or non existant customer service staff. Website says will exchange if contact within 30 days. That's a lie, because they don't respond to customer contact. Really frustrating!
Miraclesofa 回复2020-10-12
Hello Sarah, our apologies for not giving you the experience you expected while shopping on Miracle Sofa™. It is our hope that all customers visiting our online store have the best experience shopping. It seems that this was not the case for you.
We have checked you correspondence to us and I noted that our team asked several time fro images of the issue you had. This helps us followup with our supplier and determine the next cause of action (whether to refund or replace your order ).
We really hope to hear back from you so that we can work on a solution going forward.
Once again our sincere apologies for any inconveniences caused.
Thank you.
I ordered the covers and although they advertise in Australia, and seem to be Singapore based, the prices are in USD (which is not made clear on the website) so it ended up being a lot more expensive than I thought it would. When I approached them about it they told me it was something wrong my phone settings, which it’s not. My guess is that they haven’t built a website that can adjust the currency for international buyers. Pretty disappointing seeing that they’re advertising globally.
Miracle Sofa has not followed through on its advertised no-questions-asked, money-back satisfaction guarantee, and it's been weeks since I originally sent an outreach. They keep sending me the same boilerplate message, never responding to my questions via email.
EDIT: The reply below is fake news. MiracleSofa never once asked for photos of the product I sought to return. They merely offered to replace the product, instead of making good on their refund guarantee.
Miraclesofa 回复2020-10-12
Hello Dan, our apologies for not giving you the experience you expected while shopping on Miracle Sofa™. It is our hope that all customers visiting our online store have the best experience shopping. It seems that this was not the case for you.
We have checked you correspondence to us and I noted that our team asked several time fro images of the issue you had. This helps us followup with our supplier and determine the next cause of action (whether to refund or replace your order ).
We really hope to hear back from you so that we can work on a solution going forward.
Once again our sincere apologies for any inconveniences caused.
Thank you.
I have tried many different sofa covers and blankets and all kinds of things to give my leather blend sofa new life.
The sofa is a large, odd shaped sofa with 3 large seats. I ordered the large 4 seater from MiracleSofa. I was amazed when it fit perfectly. It really looks nice too and so far my pets have not damaged it.
I was not aware when I ordered that it was being shipped from China but the process wasn't bad and it arrived when promised.
Dr. Gina Sam
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