Monarch Custom Sofas

Most Recent Comments

• November 2023 by Mansi Shah
  Please avoid this business at all costs. I originally purchased a sofa from them in 2014, when they were a far more professional, ethical, family-run business. Unfortunately, those reputable business practices have been replaced with the next generation as the new owner Ryan Jefferies has taken over the business. For starters, Steven who runs the BH office, is incredibly rude and unprofessional. I went to the store with my elderly parents to discuss the replacement and although we were the only people in the store, Steven sat at his desk and refused to help us find a similar fabric despite me bringing in a pillow from the old sectional and asking for his help. He informed me that I’d have to look at each of the swatches myself. Over the coming months, I saw that Steven’s demeanor was consistently rude, patronizing, unhelpful, and misogynistic. Unfortunately, Stephanie, who is the owner’s wife who runs the OC office, is not much better. She tried to blame me when I said no one answered the phone at the BH office by suggesting I wasn’t calling during their business hours (I was). It seems that Monarch adopts the belief that the customer is always WRONG.Steven then sent me a price quote that my original sectional had increased in price by more than 3x. Despite selling Guardsman insurance policies, Monarch does not appear to have an understanding of how they work. Steven repeatedly asked me to pay even though Monarch had been paid by Guardsman. Even after Guardsman had approved the replacement sectional, Steven then attempted to do an independent investigation and overturn Guardsman’s decision (he failed). When it became clear that Monarch was contractually obligated to deliver the sofa, Steven then began a series of nonsensical excuses and delayed production of the sofa. It took him 6 weeks to prepare an invoice. It then took Monarch 4 months to deliver the sofa. Astoundingly, after waiting these six months, they delivered a different model. In addition, despite the invoice saying they were to use a premium filling of medium firmness, they used a far inferior cushioning material, completely disregarding what was on the invoice. The cushions had absolutely no support and compressed within days of use. It seemed they were attempting to get away with supplying inferior materials than what was contracted. They then said they would only fix the sofa by taking the current one, thereby leaving me with no sofa for some undetermined amount of time. After they finally agreed to make a replacement without taking the old one, they then came back and required a new condition that I drive to their factory that is 25 miles away from my home (across the entire city of Los Angeles and then some) to approve it before they would deliver it.In April 2023, I filed a claim against them in Small Claims Court in Los Angeles seeking the monetary value of the sectional that they had quoted me ($9,835) when they were trying to get me to pay additional amounts over what Guardsman insurance was covering (something they should not have been doing per the Guardsman policy). I’ll bet Monarch is now regretting the inflated pricing that it gave me, because the Court awarded me their inflated value of the sofa plus costs (total of $10,210). Even after the judgment was issued by the Court, I had to chase after Monarch to get the judgment paid. Now, a year after I began the process of getting a replacement sofa, I am using that money to purchase a new custom sectional from another retailer who is more ethical and honest, and who will not try to swap the contracted materials for cheaper ones, will deliver product in a timely fashion, and will treat their customers with respect. One should not have to file a lawsuit to get the item they ordered, but if anyone is having similar issues with Monarch, I’d recommend filing a small claims action.
• September 2023 by Katie Marie
  Very happy with my most recent order. As good of quality as Restoration Hardware but I was able to be picky and make a custom sectional with unusual dimensions to fit my place
• June 2023 by Eve Luong
  We purchased a sectional in 2021 and I was so impressed with the communication throughout the process and loved the finished product. We spent more to get a higher quality piece compared to some other retailers and so also wanted to make sure our investment was protected by opting for the warranty. Well in February of this year got an accidental stain on the fabric of the sectional which is covered under the Guardsman Warranty we paid for. I contacted the company and am extremely disappointed with their customer service. They have taken 1-2 weeks just to respond after going back and forth with questions and still have not fulfilled their end of the warranty. I have followed all instructions they provided to try washing the cushion covers and then mailing them in to the company, and still have no resolution. We spent over $4000 on this sofa and an additional $642 for the fabric protection warranty that they have yet to honor. Now it has been 4 months that we have not been able to use our couch. The way this has been handled is simply unacceptable.
• May 2022 by Sarah L.
  Worst quality sofa. I found this business through youtube and was trilled to receive our couch because i loved what I saw in the videos, but the couch was an utter disappointment . I referenced the couch i saw on youtube and asked for an identical built but the quality was HORRIBLE. After couple months of using the couch the seats wore out and mad our brand new couch look like a beat up old one. They use cheap foam material even when we paid more for an upgraded filling. There are other businesses out there that can give you better quality couches for the same price!
• August 2021 by Marc Razze
  Very helpful with the design, and so many options!
• April 2021 by David B.
  I bought a sofa back in I believe in 2016 and sofa cushion had a defect on the cushion explains the manager at that time about my problem with the cushion they told me that's the way the cushion was supposed to be. I even bought warranty for the sofa it's still they didn't want to exchange or deal with my problem. When the sofa was delivered we noticed after that the cushion was either uneven or just didn't look right or feel right so we called the manager of the store the next day to let them know about our concern they told us don't worry about it it will work itself out it's new and needs to be used we didn't know any better so we took his advice as you can see from the photos it never worked itself out
• March 2021 by Tao of Balance
  At first I was a little hesitant about ordering a sectional that somewhere else costs $8k from here for only $1,200. But after a couple weeks, it got delivered and having an attention to detail and nitpicking it all, I held the delivery guys up for 10 minutes while I inspected and measured everything and man oh man, quality in the sewing, the legs and fabric and construction is amazing, I gave the delivery guys $10 each and some water and am already designing a second sofa to get from here for another room.
• March 2021 by Ben D.
  At first I was a little hesitant about ordering a sectional that somewhere else costs $8k from here for only $1,200. But after a couple weeks, it got delivered and having an attention to detail and nitpicking it all, I held the delivery guys up for 10 minutes while I inspected and measured everything and man oh man, quality in the sewing, the premium foam cushions, the legs and hardware, and fabric and construction is amazing, I gave the delivery guys $10 each and some water and am already designing a second sofa to get from here for another room.
• January 2021 by Brian N.
  DO NOT BUY FROM HERE!! Purchased a sofa way back in October and still haven't received it! They gave me a 4-7 week turn around time (during COVID mind you) and we are on week 14 with still no finish date! At this point it won't be here till March I'm sure, 6 MONTHS AFTER PURCHASE! I will never again go with the little guy as this is outrageous
• November 2020 by JB R.
  Promised completion and delivery in 6-8 weeks, but it's now going on 12 weeks, and it's impossible to get a an accurate status update. Due to a fabric availability issue (they sold us a fabric they no longer had in stock), we can now expect delivery 15 weeks after ordering, if that is even a valid update. Sad!
• September 2020 by Hasnain A.
  Horrible customer service. I requested a quote online and didn't get a respond back so I called. The lady on the phone was extremely rude and said it hasn't been 48 and to wait and call back tomorrow. I called back the next day and got someone who said their emails often go to junk folder and yup there it was. That lady wasted a whole day! Then the person responded was Steven, who after a week of back and forth stopped responding so I called. When he got on the phone he seemed annoyed by the fact that I had questions. At the end of the conversation I asked him to repeat something that he said earlier in the conversation and he become agitated. Because of the wait times I wanted to put in an order asap and was told I couldn't do that, I would have to wait for their fabric department to reach out to me, they will then send me swatches and then I can order the sofa. When I already know and was willing to request it in writing what kind of fabric I wanted. I am still waiting for the "fabric department" to call me 2 days later. Such a waste of time and to top it off staff full of abnoxious people. Forget it! I took my business elsewhere
• August 2020 by Lyneise O.
  I went to Monarch custom sofas in Beverly Hills believing I would get specifically what I wanted in a "custom" sectional sofa. I went into their showroom and picked out the sofa and was very particular about the height of the seating, as everyone in my family is 5'10" or above at 6'6". I asked if the seating can be higher too because I suffer back and knee disabilities and sitting to low and attempting to stand from a lower seat is difficult and causes added strain and pain. I even changed my vehicle to accommodate my disability. The sofa sat in the wearhouse for 2 months as I was remodeling and had to wait before delivery. On arrival it sat an additional 2 months for the completion of remodeling to avoid dust, paint and other flying debris. Once unwrapped and we began using the sofa we notice if felt shorter.. When we receives a call from Monarch asking how we liked our sofa, I tools him we loved it but that it was shorter than I remembered in the wearhouse specifications. I informed him of our heights and my disabilities, and he was ready to amend and said he would send out replacement legs to heighten the sectional. The sofa is extremely heavy and when set up by Monarch the locked the two pieces together. I live with my daughter and it would take two men to lift the lock apart. When my daughters boyfriend said he would be able to lift the sofa he did and tried to attach the legs. Only two were able to be successfully attached. The other 6 legs had drilled holes in the wrong places in accordance with the drill holes in the sofa. When I contacted Monarch to inform them the wrong legs for the holes were sent, this is where things went very bad. I was told they sent the legs and they had no responsibility in fixing the holes. I was told to drill new holes in the legs and or sofa to make them fit. I told Ryan and Stefanie, that we do not have the skill set to drill holes (precision mind you) in this custom piece, and that an exchange for the correct one be sent would solve the issue. I was asked to send pictures which I did and did not hear back for several months. So of late I called asking what happened. I understood we would install the new legs, but never was I told I would need to drill new holes. Then they initially said they would have a guy they secured do it. And then renigged. I spent $1600 plus cash for this sofa and now their treating me as though I did something wrong. I was told I signed something stating I would be responsible to drill holes by Stephanie in Texas and when I asked for proof if that she hung up on me. I called another number to speak to the owner and she returned the call and hung up on me again. These people had no problem collecting my money, but that the sofa was not the proper height it should have been in the first place. One man understood and had the legal sent out which in fact would make the sofa the correct height. But we could only put two of the legs on and had to just sit two unattached to make all four corners even. The other part of the sectional sits lower as a standard sofa at standard height. I would never again do business with this company. They have been rude and left me with legs I can not attach. I expressed concern at have anyone drilling into the legs or sofa and risking making matters worse by damaging either or both. I can not see why they can not send the proper legs for the sofa they built and why I'm being blamed, punished and without reason hung up on by their staff. All I want are the proper legs so I can put them on and move on. . the height on the sofa before legs is 16 1/2" the height with the legs is 21" I ask for 18-20" floor to seat.. I WILL NEVER RECOMMEND THEM AGAIN AS THIS IS BEYOND WRONG AND RUDE. THEY SHOULD WANT TO ASSURE THAT THEIR CUSTOMER IS PLEASED WITH A "CUSTOM SOFA"!!!
• August 2020 by Lucie G.
  For the last two months I've been trying to order a custom couch from Monarch. From just that experience I've opted to not use them because of how many mishaps/lack of customer service they provided. Made me lose all confidence that they would deliver the couch I wanted. More details below:1. I started with the Orange County office whom got back to me right away with a quote. I was order from another state so we had to deal back and forth via email or phone calls. He first sent along samples and send the wrong fabric type I wanted. After trying to call and email to get the correct fabric samples sent I hadn't heard back in weeks which prompted me to contact the Los Angeles based office. 2. I started working with the LA office whom was quicker to respond and got me the samples I wanted. Unfortunately they only send 6 samples at a time so you really have to be specific in what you're looking for. The samples took another week and a half to get delivered. Once I got the samples I was ready to order the couch. I went through the whole process with the LA office and was ready to pay. I'm in the middle of moving so I was trying to rush this so we didn't have to be without a couch for a long period of time. Well I get an email the next day telling me that the fabric I selected was discontinued (so why send it in the first place?) they offered to send new fabric swatches to me. Now because we're in between homes I had asked if they could rush deliver swatches because I would be switching homes. I gave the new address and they stated they would have it fedexed.3. I just got a call from fedex at my Chicago home so they delivered the new swatches to the WRONG address after I explicitly stated that they need to send to one provided in an email. The back and forth was a pain in the a*** I think this company makes sense if you're in the LA area and can physically see samples. Otherwise, the back and forth made no sense and just added time when I could have already had something picked out elsewhere.Tip for Monarch Sofas: I stated that I would pay extra to have more samples sent at one time and you ignored my request. I'm sure you'd get more business if you satisfied this request because six samples just isn't enough and waiting for a week each time to get them on top of your timeline is rough. A phone consult would also be nice to go through pricing and want the customer wants. I had a number of questions be sent via email that went lost or ignored completely and half the time you didn't listen to my wants and would send the wrong thing. Great price point and options. Wish I could have made this work as we needed a good custom company to use for a couple of properties but I don't have the patience to deal with a lack of basic listening skills.
• July 2020 by Ashley L.
  Love my custom bed they made for me. I'm obsessed even 6 years later!!! It's gorgeous and I would go back and have them do more when we get our new house. Great to work with and very professional people.
• February 2020 by Stephen H.
  Our gripe is not with the sales side, which was very nice, or the manufacturing side, only two springs have broken in the first year (ok so maybe a little on the manufacturing side) but rather on the upsell side. We were shown a waterproofing demonstration in the showroom that included a glass of water and a piece of paper, we've all seen it. Dunk the paper in the water, and the half that was treated is still dry, the other half falls apart. Great, we are sold, and it comes with a 10 year warranty! Fast forward (let's not mention that the treatment IS NOT a waterproofing as was demonstrated) and we now have soiled seat covers after 8 months of living with the couch (jealous dog vs new baby = soiled covers). So the warranty contractor came out and said "yes we can replace these for free, it's covered under the warranty". Here's were it continues to get worse, it takes us 6 months of back and forth waiting for our replacements, all the while living with soiled covers wrapped up in a slipcover, and we finally find out we have to send in our seat covers at our own expense, along with a return label, in order to process the replacement. Ok that would have saved us months of time if we were told this at the beginning, so frustrating. Also, the customer service member said specifically "Unfortunately, the factory will not accept/ work on covers that are soiled and unclean." Ok, so the warranty which covers soiled covers, cannot be claimed because the factory that makes the warrantied replacements won't work on what they cover. Fantastic. So we can't cash in on the warranty we purchased. Next Gripe (oh yes, It continues.. insert creepy clown saying "I want to play a little game.."), and this is a BUYER BEWARE line - once a warranty claim is made, the warranty is then void and defunct, can no longer be used, in the words from the warranty company, our couch "..will no longer be covered under the protection plan. Thank You". Ok that is all. Something, Something, You get what you pay for...