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Updated by user Jul 12, 2011

UPDATE---After speaking with the Operations Manager from Craftmaster\'s factory he states the sofa arrived back to THEM missing the seat cushion and documents it with photos. Stains were on the lining and a foul \"odor\" was present both of which were NOT there when the item left my residence. So of 3 parties involved here-SOMEONE is LYING, and ALL fingers now point to the retailer. Craftmaster claims they contacted the retailer via e mail with this information which was NEVER related to me. Instead, weeks later the retailer blamed the factory for everything and even tried to get me to accept delivery of the \"repaired\" sofa, back to my home missing the seat cushion and once the new replacement cushion DID arrive in were argumentative that I wanted to inspect the item prior to delivery which thankfully I did not permit.

Why would the store blame the loss of the cushion elsewhere? I believe something happened at their warehouse that caused a dark obvious stain to the lining and damage so bad to the cushion that it had to \"disappear\".

I STILL am thoroughly disappointed with the quality of Craftmaster furniture. Furthermore, I am ASTOUNDED to learn that pet hair on many furniture items( policy from MANY companies) will AUTOMATICALLY VOID YOUR WARRANTY>>SO BUYER BEWARE. In addition, DO NOT be swindled into buying extra protection packages as they may void your warranty as well and in fact do nothing to protect you. I will end up with no sofa (as I CERTAINLY do not want it back in my home if it smells) and most likely NO refund or restitution in any way, even though I have the BBB in 2 states involved. The retailer is a crook and lying piece of *** who has cost me BIG TIME.

Original review posted by user Jul 07, 2011

We purchased a Craftmaster sofa the end of June 2010 -After just a few months the cushions were totally deflated, even though we took care to frequently flip and rotate them around for uniform wear. The arms and frame were also sagging and the fabric on the frame was ripping.

The sofa was finally (supposedly)shipped back to their factory in March 2011 for these repairs after the retailer FINALLY took me seriously after initializing my complaint formally in October 2010.

While it was away they lost one of the seat cushions, which further delayed everything by another 5 weeks. When the sofa finally returned to the store last week(July 2011)but the sofa was NOT repaired- still ripped, 2 original cushions in the same condition as it was sent. What the "HAY" did they do to the thing?

On top of everything, I purchased a protection plus package- The sofa was only a few months old and should have been covered by the initial 1 year warranty, but more importantly the fact that I bought extended protection should have guaranteed the repairs be done...and be done right. To top it all off, the retailer/dealer is not being ANY help in assisting me after the sale, so complaint #2 coming their way after this one. At best I'll be waiting another 5-6 weeks for a sofa that now as of mid July I haven't had in my home since the end of March.

They sell a totally shoddy product that DOES NOT hold up and cap it off with rotten, unacceptable customer service. I've contacted the BBB in both NC & CT to register complaints with Craftmaster and the retailer- Libby's Torrington Furniture in CT.

Location: Southold, New York

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Guest

We purchased a Craftmaster sofa from a local dealer and are very disappointed. We were assured by the store owner that this was a very good quality sofa, and much better quality than we would find at Ashley Furniture, Rooms to Go, or Badcock.

Within a the first month of ownership the seat cushions were becoming flat and misshapen and looking terrible, and the fabric was getting loose and wrinkled on both the seat cushions and the back cushions (the back cushions are stuffed with batting, and I know this because when they delivered it, some of it was poking through a very small hole in the fabric). We flipped the seat cushions and changed the positions of them every day, but that didn't help. I have a chair and a loveseat that have been used much more often and are much older than this sofa, and the seat cushions aren't flat or misshapen at all and the fabric isn't loose, and we've never had to flip the cushions. We also purchased a matching ottoman, and the top cushion and the piping on the edges are crooked and also look awful.

So, I took photos of the sofa, printed them out, and my husband delivered them to the furniture store, and, upon their request, I emailed the photos to them as well. The lady there said that the cushions definitely should not look like that, and she would contact Craftmaster regarding the problems. That was over three weeks ago, and we still haven't heard back. My husband called the store today and was told that the store was still awaiting Craftmaster's response, and they told my husband that they would call Craftmaster and then call him back.

So, BUYER BEWARE. Unless you want your new hobby to be trying to chase down Craftmaster or unless you want cheap cushion foam for the price you paid for good quality, then shop elsewhere. If they don't make right on this very soon, I will be making a complaint of my own on this website and through the BBB. If they do make right, I'll add another comment indicating such.

As I said though, I'm very disappointed, and not at all impressed. This is not a problem I expected to have after paying so much money for this furniture.

Guest

i purchased a craftmaster swivel rocker with custom fabric and the chair that was delivered was indicative of why we have lost a lot of manufacturing jobs in America. It was the shoddiest piece of work I've ever seen. Seams crooked on arms, inconsistent padding on arms, legs, back, stains, etc.

To their credit the store (after i talked with the manager and told her what their customer service had done - a different story) ordered me a new one once i supplied pictures.

i got the replacement chair today. while made better than the first, it's still not made well for the money. There are obvious flaws in the material, there's a place where the material is not even attached to the chair on the back, it's buckled and wrinkled where the fabric folds over the bottom. But the worse thing is the cushion; it was delivered wrinkled, which indicates the foam and batting was not made the right size (too small) for the cover. that means this cushion insert will not last any time before it completely compresses to nothing; it is already compressing.

I have purchased a Clayton Marcus sofa, a Stickley sofa and now this chair over the past two years and NONE OF THEM were well made; i don't know that i can afford the time it takes to resolve obvious issues for made in the USA -

Perhaps all these companies should consider a little quality control? i would rather wait and get something made correctly than this ***.

Guest

We purchased a sectional from Craftmaster in early 2011. Within 9 months, the cushions had lost most of their "cush" and the back cushions were mis-formed.

We asked for new cushions an received bottom cushions. After just a few weeks with the new cusions they too are sagging.

This was an expensive sectional - but behaves like a cheap piece of junk. Will NOT buy again.

Guest

I am also considering a craftmaster sofa ( from the Nyack collection- item # 927650CS ) It is a big sofa ( 100 inches) and I don't want it to sag or fall apart- if you don't know the collection it was from could you please give us the item number of the sofa- it would be a huge help to others considering this manufacturer. Thank You!

Guest

The retailer was in CT and no special collection that I know of

Guest

I'm sorry to hear about your trouble with Craftmasters. I was considering one of their sofas.

However, I will reconsider now.

Can you tell me who the retailer was. Also, what collection did the furniture come from?

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