Monarch Sofas

I was so excited when I placed the order for my custom sized rolled back sofa that I could hardly wait for it to be delivered! The sales people were really nice and when they were collecting over 3k from me… talking me into more expensive upgraded cushions, stain protector, fabric guard and warranty. Then continued to wait 6 – 8 weeks to get delivered. We had the couch for 2 months and we were already disappointed. Sitting on the cushions was like sitting on the wooden frame, the couch aged very quickly and was anything but comfortable to sit on. I called because we had a «10 year warranty» ON OUR UPGRADED CUSHIONS THAT WE PAID EXTRA FOR and they said bring them in so we can look at them. Drove from Orange to San Juan to bring my cushions in and they said they will re-​stuff them with standard stuffing. I now had a couch with no cushions at home for the holidays. Got the cushions back and they already look horrible. They fabric looks worn, even the smallest amount of dirt stains the couch (so much for the extra money I paid to have it treated to prevent stains) and when I mentioned it to them they said «its normal ware and tear so it’s not covered under the warranty» when we were getting talked into the warranty they said if red wine spills on the couch they will replace it (A BUNCH OF BS). Basically I paid over 3k for a couch that lasted less then a year. Total rip off. Already have a new couch on order from a different place. I wouldn’t even buy a pillow from this place.

Bought a sectional couch with cushion defects, and the company didn’t honor there warranty! Don’t buy from this company!

I purchased a couch here when it was known as Sofa Craft, now Monarch. My order was not correct at the time. The cushions were not the kind I paid for and the slipcover was not made correctly. They made excuses for the cushions (they needed more time to soften up) and made it difficult in order to discourage me to fix the slipcover. Anyways, stupidly, I went back yesterday in an attempt to order a new slipcover. Eva, the manager, was very rude and disrespectful throughout the interaction. She even rolled her eyes at me. In addition, they wanted to charge almost $ 1000 for a slipcover. That seems to me like a custom price and too high for a couch and slipcover that they produce. Definitely taking my business elsewhere and starting anew, with a business that appreciates their customers.

Our recent experience with the personnel at the Laguna Niguel store was one of the worst customer service experiences we’ve ever had! We were VERY SPECIFIC at the time of the order, that it was absolutely necessary that my wife’s feet be able to touch the floor when seated. When asked what firmness was desired, they were told that the floor sample was a little too soft and that we would like medium firm so long as it would not change the seating height. We were assured that it would not. Upon arrival, our new sofa seemed to be overstuffed and my wifes feet were a full 3 inches off the floor. This was brought to their attention and that it was unacceptable. They told us that it was a new sofa and would take at least 5 months to «break in». They denied it was overstuffed and claimed they made it as ordered and that it would cost an additional $ 300. and at least 2 weeks to change the foam cushions to soft. The quality of the product seems to be excellent, but no one at the store, including the manager, would own up to their responsibility in the initial product that was completed. They did agree to assume ½ the cost of the change as a gesture of «good faith» only and no admission of their responsibility in the error. We tried to talk to the manager, Eva, but she only backed Hannah and Stephanie. We even took photos using one of the floor sample cushions to show how my wifes feet were off the ground, but still no acceptance on their part. We went ahead with the change and are satisfied with the result from a quality standpoint (although I now worry after seeing some of the other reviews) Once we finally got the cushions back, we asked if any additional material would be available for purposes of protecting the 2 arms from wear. We were told that there would be a minimum of 5 yards at a cost of $ 27. per yard! Customer satisfaction is NOT one of their priorities!

These people are a rip off. They tell you one price and then write the contract for another price. Plus I had two friends who bought their sofas and they fell apart shortly after purchasing. The company wouldn’t take care of it because they claimed it was normal wear and tear. It absolutely was not.

Ok. First we had purchased a sectional about three years ago from monarch. We were very happy with the service.
We went down this weekend to get another couch, chair, and leather club chair.
Kat was very helpful with the fabric selection and accommodating to my wife, who can’t make up her mind.
I would definitely recommend this place to get a custom couch or chair with quality components.
By the way out sectional is holding up really well and looks great, even with the dog and my eighteen year old sleeping on it!

I recently purchased a beautiful leather chesterfield sectional sofa from Monarch, and honestly could not be happier about it! The sofa itself is just perfection. The quality of leather, the stuffing, the trim details, everything is such amazing quality. The customer service throughout the entire process was great! They had to put up with me constantly changing my mind, being indecisive, etc. and all they did was show me patience and help me though it. I cannot say enough great things about the sofa and staff at Monarch! Thank you!

Sheesh, after reading all the negative reviews, I feel compelled to tell my own story, which is not a horror story. I was referred to Monarch Sofas by a friend, who had a couple sofas built and loved them. When I remodeled my living room, I decided to go with Monarch since they could build it to ones exact specifications, and boy did they deliver. I’m very picky about certain things, and they got every detail correct on both sofas I had built. Now, nearly two years later, the sofas still look brand new, looks amazing, and are very comfortable. Sure, it took a while to build, but that seems kind of expected with a custom made sofa. Also, a guy in a pickup truck delivered them too, but who cares? They came out perfect! I’ll be having two more sofas built this summer for the family room, and I can’t wait. :)

I had a miscommunication with the warranty, however Eva from the company called me and took care of everything. Great customer service and products.

Just bad. Staff is rude and wants to charge more money for when you supply your own fabric. They will not even charge you the least expensive fabric cost but charge tier 2 pricing. I had a bad feeling from the moment I stepped in here and after we heard this line, we knew to avoid this place.

Horrible customer service. Never picked up the phone or responded to my email.

Wow — I see lots of scary comments.
I feel lucky that we just got our couch this last week and it’s GREAT. I worked with the Dallas office though — not sure if that is a different animal or not? But the couch supposedly was built in, & came from California.
I must have called them a zillion times to firm up the design. And I had them send several sets of swatches beforehand (3 sets I believe). Some sales people were better than others. Luckily our general design matched something that is an italian design and the sales guy offered up the name. I was able to Google that to get a good sense of how our couch would look plus I’m a graphic designer so I was actually sending the drawn layouts TO THEM. After reading all these comments though, I think I’m pretty glad things worked out the way they did. The couch is amazing.
Price-​wise, I think it was about the same cost as a really good couch in a store would be. Plus we had to have it shipped cross-​country. So, the price wasn’t a win, just a break-​even. But at least we got the exact size, color, design and details of the perfect couch for this space.

My worst experience as a consumer ever! This is a copy the dispute letter to my credit card company as well as my formal complaint lodged with the Department of Consumer Affairs. Buyer Beware:
On September 5, 2010, I went to SofaCraft to purchase a sofa and loveseat for my home. I met with a sales representative by the name of Charlie who showed me furniture in the showroom and catalogue on SofaCraft’s computer. Charlie represented to me and I was lead to believe that SofaCraft can custom make the furniture he showed me. Based on this representation, I placed an order for a «Klein» style sofa and loveseat. The sofa was ordered in leather and the loveseat in fabric. During the ordering process, Charlie represented that the furniture would be made in the exact specifications as shown on
(incorporating our modifications) and that SofaCraft provides a lifetime warranty on frames and cushions. Charlie also stated that we can expect delivery no later than 6 – 8 weeks.
On November 3, I spoke to Charlie when I returned his call and he explained that they were behind schedule and that delivery would take a few more weeks. (Please see my attached phone records totaling 30 calls to SofaCraft to inquire about delivery status and subsequent needed repairs-​Item #4). I finally received delivery of the furniture on November 20; 11 weeks since the initial order. When I inspected the furniture after it was unwrapped by Adam, the delivery representative, I noticed a deeply scraped area on one side of the leather sofa and multiple stains on the fabric loveseat. In addition, the sofa and loveseat were 3 inches shorter than discussed with Charlie. I immediately called Charlie on November 20 and notified him of these issues. He stated that it definitely should not have arrived in that condition and that SofaCraft would be more than happy to rectify the issue.
After sitting on the sofa over the weekend, I noticed that the cushions were extremely uncomfortable and provided absolutely no resilience. It was as if you were sitting directly on the frame of the sofa. When I examined the inner cushion, I noticed that the core foam was only 3 inches thick. This 3 inch thickness accompanied with the down resulted only in a 4.25 inch thick cushion. In contrast, the «Klein» model sofa that we ordered has 6.25 inch cushions. I called Charlie a couple of times and on November 26 we spoke about the issues and arranged for pick-​up of the furniture. I followed up our conversation with an e-​mail on November 27 confirming the issues with the furniture and the discrepancies from our initial order, together with pictures of the damage.
Between November 27 and December 4, I called SofaCraft a total of 9 more times before getting hold of Charlie to pick-​up the furniture. I finally connected with Charlie and confirmed the required repairs and pick-​up of the furniture on December 7. Charlie guaranteed a 2-​week turn around time ensuring that my family would have the furniture by the Christmas holiday. I followed up with an e-​mail to Charlie on December 6 confirming our conversation. On December 7, Adam came and picked up the furniture.
One week later on December 14, I received a call from Adam to advise me that Charlie no longer works for SofaCraft and that he would be handling my order. He also wanted to confirm the repairs to the furniture. Adam admitted to me that the furniture had not been sent for repairs and that we would not be receiving it by Christmas as promised. I then went through the entire repair order again with Adam over the phone and he followed up with an e-​mail confirming the repairs on December 14 and 15 which I confirmed. In addition, he acknowledged that they would address a «squeaking» sound coming from the furniture when one sat on it.
The week of January 3, 2011, I received a call from Adam stating that my order was complete and ready for delivery. I set up a delivery for January 8. When Adam arrived with the redone furniture, I noticed that the cushions had not been redone according to the specs we discussed. In addition, the leather sofa was now damaged on both sides; the stitching was coming undone, the wood base frame was not flushed with the sofa and the dimensions for the cushions were wrong again. There were also multiple areas on the sofa where the nails and/​or screws were protruding through the leather. The loveseat also had a stain on the back top middle section. Adam advised me that I could refuse the order and contact Eva, the manager on Monday to discuss my options.
I called Eva and was advised that all sales are final. I was not prepared to give them a 3^rd try and they refused to refund my $ 3600.00. I disputed the amount on my credit card and won the dispute as Sofa Craft failed on multiple attempts to deliver my order in merchantable quality. Bottom Line– go somewhere else!

Rip Off and Bully! We went to their showroom and designed the perfect sofa, picked the fabric and jumped through hoops because they do everything from a book or you have to imagine what it will look like since their is only a few floor samples.
Promise the sofa in 3 – 5 weeks, take your money then email you that the fabric is on back order for 8 – 10 weeks and then it will take another 1 – 2 weeks to fill the order plus transport.
Refuse to provide a refund only the choice to select another fabric which their is limited fabrics to choose from.
Don’t waste your time, now we are calling our credit card company to dispute the charge since they won’t give the money back!
Stephanie and Eva were ridiculous to deal with and they refuse to give out the owners name! That should tell you something!
Buyer Beware!

I wanted to wait 6 months to write this review, to give enough time to see how the sofa would wear.
I could not be happier with what I ordered! The process of ordering was so easy, and they were very patient with me and my questions.
The sofa has held up beautifully, with no sagging or change to the shape at all. I recently moved and the frame is still rock solid and no squeaking!

My wife’s cousin just got the most amazing couch I’ve ever seen, the thing is massive! They need a custom one and it worked out great. Anyhow, we are moving in a month and looking for a new couch (s) so we went by to look, its kinda a «dream it and we can make it» experience. Super impressed cause I HATE shopping for furniture as much as I HATE shopping for a car where you feel like you’re a piece of meat. Not the case here! We told them we weren’t in the market for a month but they treated us like we were buying that day. I love that feeling, they’ve «earned» my business! (BTW– I read some of the bad reviews, are we talking about the same place? I didn’t see it like that all!)

Yeah, here’s the thing with Sofa Craft (apparently now called Monarch Sofas). You think that you are getting a good deal until about a year or so down the line when your «awesome» sofa that you got for a «killer» price starts to fall apart on you. At first you think, «but that’s okay because they promised me this wonderful lifetime warranty.» And then you try to get someone out to take a look or fix it and that is when you realize you have been had.
We got a leather sectional from them and for the price, the sofa is (was) pretty good. What makes Sofa Craft attractive is that you can get the couch made to your exact measurements, which is what we needed to do. However, one year later, the cushions are getting completely deflated (oh yes, we paid more for the premium foam inside that was guaranteed to not deflate) and one side of the couch makes a loud squeak when you sit down or stand up. And there are a couple other issues with it. So, here is my attempt to take them up on their warranty:
Call #1
Me: Hi, I think that there is something wrong with my sofa and I need it fixed.
Them: Okay, sure. Let me take down your name and number and have my manager call you back.
Call #2
Me: Hi, yeah, I called a week ago about needing you guys to do some warranty work on my sofa. You said that your manager would call me and I never heard from anyone.
Them: Oh, yeah, sorry, she has been out of town. She will call you on Monday.
Me: Okay.
Call #3 (one more week later)
Me: What the heck, man? You have told me twice that a manager will call me and no one ever does.
Them: I am really sorry about that. She is here now, let me see what she wants to do. (puts me on hold) Okay, what we need you to do is fax over to us a copy of your receipt to prove that you bought the couch from us.
Me: Don’t you have a record of everyone who buys a couch from you?
Them: We need you to send us the receipt.
Me: Okay. (I fax over the receipt).
Them: Perfect — that was all we needed. I will have the delivery guy call you to set up an appointment to come out and take a look.
Of course, I have never heard from this person. And after reading some of these reviews, I don’t think I even want to have one of their idiots mess the couch up even further. Bottom line, if you decide to buy a couch from them, understand that there is really NO warranty on your couch. You may be happy with what you get at first, but it just isn’t going to last.

I had the same experience as Gennifer L. The salesman was excellent, accommodating and patient when I was there ordering, but the aftermath was bad news; kind of reminds me of every Presidential election over the past nine years.
My couch arrived earlier than expected — excellent! Well, not quite: it had a big glue streak on the back, little black marks of some sort in a few places, and uneven foam on and under the arms and on top of the back. I contacted Sofa Craft about this, including pictures, and they said that they would need to send a delivery person over to check it out. I will say that their response initially was fast, courteous, and professional.
The delivery guy came here and agreed with me about the problems. We decided that I would contact the manager and decide what to do. This is where the fast responses suddenly got slooooow, like when you stop an old reel-​to-​reel tape deck. A week after my email I was told the delivery guy reported that we agreed the couch was fine, and that they would have to send him over again to re-​assess. Eh wot? Did the delivery guy slip into Czechoslovakian when he and I were talking, unbeknownst to me? I knew that things would be going downhill from here.
I told them that instead of wasting their money on two more deliveries and re-​upholstering, I would accept a refund of a small portion of the price. The couch is undeniably defective though I would accept it since I didn’t want to go through the whole hassle and then possibly have the same thing happen again (their Quality Control at the factory clearly needs work). It’s been over a week — I haven’t heard back and can never get someone on the phone (it seems to always go to voice mail).
So here’s the skinny: in the world of couches, you get what you pay for (if I were to base it on this). Kinda like cars or audio equipment or styrofoam pterodactyl winglets. I’m keeping the couch because the hassle of returning it, etc., is way too much and I don’t feel like jumping through hoops to get good customer service. Aside from the obvious defects the couch is OK for the price, and I’ll just live with the defects since it was so cheap.
I really wanted to like this place but I can’t recommend it to anyone due to my experience as a whole.

The «showroom» for SofaCraft almost makes you feel like you are looking at stolen goods at the black market, but don’t let that fool you — these guys have great couches, and will customize one for you just to your liking!
We bought ours a few months ago. We picked a base model, fabric, and color. We ended up getting a 3 piece sectional — Chez Lounge, Sofa with Sofa Bed, and Love Seat, all connected together in a U shape. Fabric was all kid-​protected, and the dimensions were customized to fit our living room perfectly.
The couch is great, we are very happy with it. The service was very friendly as well.
Reasons for the 4 star rating (not 5):
— As much as I love the couch, I paid way too much for it.
— They want half the money for the couch up front, the second half upon delivery — cash or cashiers check only. That part made me a bit nervous.
— They don’t offer Haul-​away on your old couch.
Bottom line — these guys will make you a great couch customized to your exact expectations, so long as your pockets are deep enough for it.

More like Sofa Crap.
Bought a custom made sofa here a little more than a year ago. What a bust! The salesman was pleasant, helpful and not pushy. But that’s not where I had the problem.
Once I got the couch, there was a 3″ x 3″ piece of plastic melted directly into the fabric. Right in the middle of the sofa. The guy delivered it when my roomate was home and I was at work so when I got home and saw this I called Sofacraft immediately.
They did not believe me. They said this had never happened before, which I can believe, but why would they not believe ME? Finally after convincing, they sent the delivery guy to come look at it. He started picking at it and rubbing it with Goo Gone to get it off. Both didn’t work, but only destroyed the fabric even more.
He said to keep picking it off and it would come off. Then he left.
Why wouldn’t they just fix it!!! And why would he leave it to ME to fix?!
So the next day I called them again and demand that they change the fabric because the wax had ruined it. They did do this and I was without a couch for a couple more weeks. That is understandable. But then when I got my couch back I noticed that something was broken inside the sofa. When I sat on one side of it it made a loud noise, as if a spring was broken or defective.
By that time I was so fed up with them I didn’t call back to get them to fix it. For the amount of money I spent I feel like they should have been more accommodating. They didn’t offer any kind of discount. And they made me feel guilty.
This place has a great selection of sofas and fabrics, but they wont be very helpful if THEY make a mistake.