Be aware and informed by my personal experience with Sonia Ochoa and Model Home Furniture. In November 2009, my husband and I placed an order for a sofa with Sonia Ochoa and Model Home Furniture for and Ashley Millennium all leather 103 inch sofa. We did not choose to go to a large company furniture store for the simple reason of felling much more comfortable with a family owned Christian based business. Being raised in a family owned business I value the importance of supporting those establishments alike. Upon our furniture arriving we were contacted by Sonia making us aware our furniture was in. We have no complaint on the time it took as we feel it was a very reasonable timing. With the expense of moving, purchasing a new home, my sons first birthday and the holidays we figured we would save the $100.00 delivery fee and pick it up ourselves. My husband went to pick up the sofa that afternoon. Before he could finish what he was doing to help, the delivery man single handedly picked up one side of the sofa and shoved it across the bed of the truck. My husband noticed one slit in the plastic about 2 feet in length right in the front across the sitting area. He was told that was for it to be checked. Due to this one small slit my husband was able to drive across town without taping the plastic. If the slit would have been bigger or more than one slit the plastic would have came undone while driving. Not thinking anything further he brought it home where we unloaded the sofa and carefully carried it to the carpet of my living room floor. We then unpacked the sofa from the plastic and cardboard and inspected it. We found two spots that the leather was damaged and one small area with minor nicks. My husband immediately phoned Model Home Furniture, when no-one answered the phone, he left a detailed message for Sonia Ochoa to call him ASAP and explained what we found. The next day came and gone with no call from anyone acknowledging the message left. My husband then beginning calling daily. Some days he would receive no answer, others he would be told Sonia was not in but a message was took. It took my husband going to the store to speak to Sonia in December for him to be acknowledged. Upon seeing him Sonia told home that she got the message but has not had the time to call! This is really odd being she had the time to call us to make sure we were going to do business with them. In the mean time of him being at the store speaking to Sonia I took a picture and sent it to my husbands phone so he could show her the damage. She explained that due to procedure she would need to come to our home to take pictures herself and send to the manufacturer which was not a problem. She came out the next morning, took pictures and told us that we would hear from her no later than Friday on what was going to be done. Guess What??? Friday came and went with no word from Sonia Ochoa. Should I be surprised? The following Monday my husband called and spoke to Sonia when she began to give the run around as if we had not been getting it already. She began arguing that there were two slits in the plastic and the sofa was thoroughly checked. He reassured her that there was only one slit and that she should speak to the gentleman who loaded it because he should be able to truthfully confirm the ONE slit. Regardless what happened to customer service right?!?! She told him she would have to call him back. Feeling very uncomfortable and taking granite of I called to speak to Sonia myself for reassurance I would not get. Instead she was very defensive, rude and basically told me my husband was lying. She said that her guys said he made two slits, checked it thoroughly and never makes mistakes. I am clueless though on how he checked the underneath of the arm where one defect is because cardboard with plastic was wrapped and stapled on. I did ask why our phone calls were not acknowledged and were avoided and Sonia told me well maybe because I did not get the message. We have 4-5 people who work here. Now remember she told my husband that she got the message but did not have the time to return the call. I did my best to keep the conversation kind and calm to hopefully get a resolution to the problem however Sonia remained argumentative. After a lengthily conversation where Sonia Ochoa would not say anything other than my guy is never wrong, I asked if anything was going to be done. She said as if she was doing me a favor that she would pay to have it repaired. Brand new product repaired. Whatever happened to customer satisfaction and respect? Unfortunately we were stuck with a brand new product that was going to just be repaired not replaced but I do have to say the gentleman (not affiliated with MHF) did a great job! My husband did have to give Sonia a deadline of when it was to be repaired or it may have been put off like our phone calls. It would have been nice to receive a phone call to make sure we were pleased with the repair but guess that would be asking too much! Lesson learned!