Monarch Custom Sofas

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
Sep 28th, 2023

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 Id have to look at each of the swatches myself. Over the coming months, I saw that Stevens demeanor was consistently rude, patronizing, unhelpful, and misogynistic. Unfortunately, Stephanie, who is the owners 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 wasnt 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 Guardsmans 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). Ill 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, Id recommend filing a small claims action.
Nov 28th, 2023

Very helpful with the design, and so many options!
Oct 4th, 2021

Sep 16th, 2020

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 14th, 2023