This has been one of the most disappointing and poorly managed customer experiences I've faced in recent years. My sofa arrived damaged, was missing essential components, and was unusable for weeks. Cushions were left outside on a wet surface during delivery, the sofa itself was damaged, and my wall was scratched. When I attempted to assemble it, I found that the main seat cushion and legs were entirely missing, making a significant purchase completely ineffective. What ensued were months of follow-ups, sending photos, waiting for updates, and being repeatedly informed that there was no confirmed timeline for the correct replacement cushion. At one point, I had to suggest that any color cushion be sent just so we could sit down at all. Even now, the correct cushion has yet to be delivered, with the date continually pushed out to February. Here’s where it becomes unacceptable. While the issue remains unresolved, the company tried to redefine previous compensation for earlier delivery failures as part of a new settlement, essentially attempting to limit overall compensation instead of addressing the ongoing issue. In simple terms: they are trying to close the case cheaply while the problem persists. A partial refund was discussed and agreed upon based on the understanding that this situation would be resolved. Instead, they processed a payment that only reaches that figure by quietly including past, unrelated compensation. That is not resolution; it’s accounting tricks. To be clear: The product was delivered damaged It arrived incomplete It was unusable for an extended time The final replacement is still pending There is still no certainty this won’t drag on further Attempting to “close the case” before fixing the issue is not goodwill; it’s avoidance. The only positive note is that the customer service representative has been polite and professional throughout. However, friendly emails do not make up for systemic failures, broken processes, and a company strategy that seems designed to wear down the customer into acceptance. I intentionally delayed leaving a review to give the company the chance to resolve this properly. That opportunity has now been squandered. If you are considering this service, understand this:
If anything goes wrong, you are in for months of uncertainty, partial solutions, shifting timelines, and compensation discussions that feel designed to minimize responsibility rather than resolve the issue. This is not a premium experience. I will never use this service again.
Claim your business profile now and gain access to all features and respond to customer reviews.
