Review Time
I am truly delighted with my new couch! It perfectly matches the green color I wanted, and the modular design has been incredibly useful. Although one of the legs had stripped screws, a quick message along with some photos sorted the issue promptly. The replacement leg arrived swiftly, and they even included a spare! I wholeheartedly recommend this service to everyone!
I placed an order for a sofa and paid, expecting the delivery estimate to align with what was shown at checkout. When I checked my order, it was still marked as "processing." Since I am moving and require a sofa, I reached out via email and learned that the delivery would be in MARCH—two whole months later. The silver lining is that I could cancel the order quickly. However, if you need something within a month, this isn't the right option.
Booking an appointment in the store was a great experience. The staff were helpful and knowledgeable. When we mentioned we didn't like the Neptune's back cushion, they were able to problem solve and let us know that if we used one of the same fabric's used on both the Altus and the Neptune, we use use the cushier and fullback cushion of the Altus. This was a WONDERFUL solution
In the end, we are thrilled with the couch. It's so comfy and practical (the Neptune's storage and med usage).
All throughout, the staff was able to update our order with ease as we modifications.
Assembly was not hard at all, but the instructions could be a little clearer (hint, don't follow the numbers on the boxes, they don't help). Also key to know is the legal for the first piece you install are INSIDE one of the arms. This is not intuitive and I know people who did bot realize this.
My tip is open all the boxes first, find the legs, then go. Smooth sailing from there.
Couldn't be happier in the end!
We ordered a sofa bed on November 16, and it arrived on November 24 in 8 boxes. Unfortunately, two hand screws essential for assembly were missing. I contacted the support team immediately, and they confirmed on November 27 that new screws would be sent. As of December 3, I still have 8 boxes in my living room and no delivery date for the replacement screws. I'm frustrated that there was no effort to expedite the shipping, especially for such an expensive sofa.
I bought a couch for around $4,900 based on the advertised water- and stain-resistant features. Unfortunately, the fabric didn't repel water at all; spills soaked in immediately, and the cushions started to wear out within a few months. When I reached out, a manager admitted my couch might have come from a bad batch. They initially promised a fair resolution, but after I declined replacement cushions, all communication ceased. My last email has gone unanswered for over a month. Due to the product not performing as claimed, I filed a complaint with Consumer Protection. They sent a notice to the company, which has also gone unanswered. It's disheartening to spend so much on a couch that fails to meet its claims, only to be met with silence from the company that initially acknowledged the problem.
If you're ordering in Ontario, I urge you to consider the shipping service before making a purchase. My experience with the delivery has been disappointing. The timelines provided are not accurate. Expect at least a week longer than indicated. If you're ordering anything other than a basic model, be prepared for delays. Until the company improves its shipping logistics, I suggest waiting. The couch may be great, but I wouldn't know since mine hasn’t arrived yet.
We ordered a sofa bed on November 16, and it was delivered on November 24 in 8 boxes. However, two hand screws were missing, essential for the first assembly step. I contacted the support team immediately, and they confirmed on November 27 that new screws were being sent. As of December 3, I still have 8 boxes sitting in my living room without a delivery date for the replacement screws. I'm frustrated that there was no effort to expedite the shipping of the screws, especially given the high price of the sofa.
For around $1,500, you can find better quality sofas elsewhere. I purchased one two years ago, and it has deteriorated faster than any other I've owned. The pillows have lost their shape, and the seats have become lumpy with fabric pilling almost immediately. Even my guests have remarked on the poor quality. The only positive is its modern design. I've advised many friends to avoid this brand and would not purchase from them again. They need to either improve the quality or adjust the pricing to reflect the product's performance.
Avoid this brand! Ordering a couch has been one of my worst experiences. We ordered a specific model in July, told it would arrive in August, but it didn't show up until late October. After assembling it, we found a defective arm. The replacement took two weeks to arrive, only to be the same defective part. The company finally acknowledged it was a manufacturing issue, but now the replacement is out of stock. We've faced delays and excuses for six months, spending the holidays without a full couch. Their solution was to send a temporary arm in a different color, but that has also been delayed. It’s been an ongoing nightmare with no resolution in sight.
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