We bought a couch 2.5 years ago and it has now ripped along a seam. The upholstery has pilled and the foam has compressed. The frame also squeaks from as little as moving our head back-and-forth while sitting. We contacted customer support and they wouldn’t help or do anything because they only cover warranty for a year. Article is shockingly low quality and very overpriced for what it is… We have a few other pieces and we were also disappointed with them. We won’t be shopping at Article any more.After leaving a negative review they emailed us back. After 11 emails, multiple photos, a video, 4 customer service reps, they decided that the hole in the couch, the squeaking of the frame, and the pilling are not manufacturing issues and therefore, since it is out of the warranty period they cannot help. They said "We’ve reviewed the photo you shared showing hole in upholstery, and it appears that the opening you’re seeing is not a manufacturing defect, but rather an access point in the upholstery—typically used during production to position or adjust the frame or padding. These openings are not intended to be visible or accessible once the product is in use, and over time or under pressure, they can sometimes come apart." However, there is a giant zipper along the pillow for access and the hole is not on the frame as they said. Apparently it is not unexpected for a giant hole to appear in their furniture? When I pointed this out and asked to speak with a manager they just denied the claim, wouldn't include a manager in the conversation and said they couldn't help further. Save yourself the money, headache and time. You may as well shop at Structube because they have the exact same couches for a $1000 less and are the same quality. This was our third (and last piece) from Article, and we have been disappointed with all three, but this really takes the cake. We are also shocked by the customer service which was really unhelpful and in my opinion dismissing. I have had clothing that has lasted longer than this couch. If you encounter a hole in your couch, which apparently is not unexpected and not a manufacturing issue, don’t expect any help from them if it is after a year. They communicated the following: “Our policy is information we educate and uphold with all of our customers. We are comfortable agreeing to disagree - staying true to our decision in being unable to offer support beyond recommending a local furniture professional.”
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