We purchased a modular sofa from 7th…
We purchased a modular sofa from 7th Avenue after hearing so many great reviews. We visited the showroom, loved the product, and decided to spend over $8,000 on what we expected would be a premium experience. Unfortunately, the customer experience has been anything but premium. First, for a sofa at this price point, delivery doesn’t include bringing the pieces in or assembling them. The sofa arrives in multiple FedEx packages that you’re expected to move yourself. We accepted that and even paid an additional $200 for their installation service. We were told an installer would contact us within 24–48 hours. I called on a Saturday to schedule, but no one ever reached out. After waiting, I had to call the company again, only to be told that it appeared the request had never been relayed to the installer. In other words, it was simply overlooked. The installer finally contacted me on Tuesday, only to say the earliest he could come was Friday—almost a full week after my original request. Mistakes happen, but what was most disappointing was how the company handled it. There was no apology, no accountability, and no offer to refund the $200 installation fee despite their own scheduling error. When customers spend over $8,000 on a sofa, they’re not just paying for the product—they’re paying for the overall experience. A luxury brand should stand behind its service just as much as its furniture. I still hope the sofa lives up to expectations, but so far the customer service has been incredibly disappointing.