I am so frustrated by this company's customer service. I initially spoke to Trisha about these very expensive Sunbrella Rain cushions that were advertised as waterproof, but turned out to be the opposite of that. On the phone, Trisha said they definitely should not have ever gotten soaked inside due to rain & she would help me sort out the problem. I took pictures of the moldy insides & sent them to her, explaining I peeled off the covers because of the problem & put them in the wash. The cushions in question were ordered a year & 1/2 ago & had a 5 year guarantee to function as advertised (namely, to be waterproof). They wer on lounges in a covered patio area till 3 weeks ago. Our son moved them to the upper balcony, which has no overhang. I explained to her that it rained here 2 weeks ago, and our 1st experience with these cushions after rain was pretty much the opposite of the description of how these cushions should function after a rainfall. They were so waterlogged that water was squirting out of the zippers. When we opened the zippers, water was trapped inside pretty much the way a plastic bag would hold water. The foam inside was soaking wet & water logged to the point of streams of water pouring out as soon as the zippered were open. I explained that I just called a rep for Sunbrella. She assured me that their Sunbrella rain cushions should not have ANY water INSIDE the fabric, but rather that the fabric was completely waterproof if constructed according to the Sunbrella Rain instructions. She explained that unless all of the instructions for the inside of the cushions were followed, the cushions could indeed have a problem. She forwarded me the correct instructions to forward, & I sent them to the Cushion source. The response I got from Trisha was that there was no problem with the way The Cushion Source constructed the cushions; rather she said the problem stemmed from that fact that I peeled the covers off the soaking wet cushions to wash them. She said that must have caused the water to get in there to start with. This explanation obviously makes no sense, but was a way of her saying, "too bad--you are stuck with this & we won't make good on our guarantee". It is so disappointing to have responses like this from a company, when nowadays so much emphasis in business is about good customer service and working with customers to make sure they get what they paid for and what they were promised. Arleen Rowen Update: I am updating my review, since immediately after my last review was posted, the Cushion Source contacted me & told me they were going to honor the guarantee of the Sunbrella Rain cushions & correct the problem. They asked me to send back one of the covers that had allowed water to get though & soak the inside batting; they said they were interested in testing it to see what went wrong. Meanwhile, they made a brand new set of cushions for us, and after receiving them last week--it rained for 2 straight days. When the sun finally popped out, the cushions were dry in 15 minutes--no water appeared to have gotten into the inside. I could actually see the water beading up on the outside! This is wonderful & exactly why we wanted those cushions originally--to have waterproof ones that would dry in no time. I love these so much that I would actually give them 5 stars. I only gave 4 stars though, since it took so much effort to get the Cushion Source to correct the original problem. In the end, I am very satisfied with the final product! read more

I ordered a cushion for my sofa and spoke with 3 different people about what I wanted. +$300 later, the cushion arrived to my huge disappointment. The cushion was made up of two pieced glued together, the additional 'memory foam' felt like glue and the batting was coming off. Half of the foam was grey and when I looked closely, it was grey because of the filth! The customer service is horrible - I got nowhere with my request to have this worthless piece of foam out of my apartment. My next step is to take to twitter and report Cushion Source to the Better Business Bureau and Encourage anyone else who has had a bad experience to do the same. read more

I have ordered several times form this company and have been pleased each time. The order came in when expected and the quality of the project was perfect. I did recently have an order come in where the quality was not up to the standards I had been used to. I called and sent pictures of the work and both Trisha and Shay we able to resolve the issues. They saw the problem and replaced the entire order for me in two weeks! I would highly recommend this company if you are looking to have good quality cushions made. Easy to work with and very helpful. I can't say enough good things about them. read more

I just received my custom cushions for my mudroom welcome center and closet window seat, and I am over the moon! They fit like a glove, are of exceptional quality, and add that extra little something to both spaces that makes all the difference! They were worth the wait in every way! Customer service was attentive and helpful as well! I will most definitely be ordering multiple pieces again once my patio is complete and I won't hesitate to refer friends and family for their needs as well! Love, love, love! Thank you! read more

While I had high hopes with my purchase, I'm sorry to say that this company was a huge disappointment. I paid a $148 rush fee and specifically explained that the cushions needed to arrive by a certain date for an office party. As it stands, the cushions will arrive 3 days later, which will be the one piece of the party that was mishandled. Very unprofessional and unacceptable. read more

Very disappointing. I attempted to order a custom body pillow for my husband for Christmas from this company, after liking the patio pillows they made for me. The pillow was expensive, but hey, it was a gift, so why not splurge? And because of my earlier good experience, I thought it would be better than trying a local seamstress. BIG mistake. First of all, they are slowwww. Weeks and weeks to make a pillow. The pillow finally arrived shortly before Christmas, and despite the fact that I'd been very clear about the specs, it was stuffed to the brim with hard foam. When I complained, they asked me to mail back the cover, saying they'd make a replacement inner pillow with different fill; but from here on out, communication was terrible. I assumed it would be a rush job, still fulfilled by Christmas; it was only after a few (frustrating) phone calls that I was told there was no way that could happen, because apparently there's some sort of rocket science involved in making a interior pillow. Fast forward several weeks, and the replacement pillow arrived...STILL STUFFED TO MAXIMUM CAPACITY! I emailed, and they suggested (seriously) that I cut the pillow open, remove the stuffing, and resew it myself. Mind you, I paid nearly $100 for the darn thing. When I wrote back and said that I was a little surprised they hadn't at least offered a discount for what was their screw-up, I got a huffy email back that tried to put the blame back on me, with the excuse, "Our production teams are used to sending out orders with fabric that is taut not loose.." Um, yes, but aren't you a CUSTOM PILLOW COMPANY? And shouldn't someone have explained to them how much/little the pillow should be stuffed considering the fact that it had already been screwed up once? Needless to say, after the way they handled this, never again. read more

I just called yesterday to get a quote for three additional chair cushions. I was told that since this company had run out of the material that was used for my first order, I would have to wait until December to get the cushions made or purchase the material myself. The representative that I spoke with, did inform me that I could purchase the material, call back for a quote, and send the material to the company to finish my order. I called back today because I had not received the quote as promised. I spoke with a young lady who is either incompetent at her job or just can't count. She tried to convince me that by taking out the price of the material, my quote should basically be the same as the pricing with the material provided by the company because of a price hike in the foam provided. She then proceeded to add an additional $35.00 onto the price for a template that I'm not sending to them, but material that I purchased because, again, their company didn't have it in stock. Oh, that's not the best part. She told me that she was going to give me $50.00 off for my troubles. Really, after you added $35.00 onto the price. At this point, I'm done. Cushion Source won't get another penny from me. What the representative doesn't realize is that the pricing is supposed to be lower, through my quote because I'm not paying for the material through the company. read more

I just received my cushions from Cushion Source. I am extremely pleased. The cushions are exactly what I ordered -- correct dimensions and fabrics. They are well made. They are reasonably priced and arrived on time. I will be ordering more cushions from Cushion Source! read more

I called this Cushion Source and was put on hold for over five minutes. Their representative came back on and couldn't answer my questions and kept trying to direct me to a more expensive cushion. I was warned by a friend about this company but needed a custom cushion. Unfortunately, it did not work out. Once I finally got a quote, it was ridiculous. Got it made locally for 45% less money! Would not recommend. read more

First the positive. The cushions appear of good quality. Now the negative: This is a real bait and switch website. They sent half my order and said that is all that I ordered. I ordered 4 cushions, each 44" long. Two were for the back of my RV dinette, two were for the seats of my RV dinette. What I received was four cushions. Each was 22 inches long. The person I spoke to told me that If I wanted 44" cushions I should have ordered 88" cushions!???!??!!!!?. The person further stated that the picture on website looked like one long cushion but was really two cushions! Worst of all, the person took no responsibility for the quality of the website, the need to order an 88" cushion in order to get a 44" cushion. They did give me a 100 dollar discount for my second order (so I will have enough cushions to cover my dinette) but the total cost was double what i would have paid at any other website or local upholster. I recommend that you not do business with this company because they do not accept responsibility for their own shortcomings. read more

I absolutely love my new chair cushions and matching lumbar pillows! I went right to their website, and picked out the products I wanted to order. You can even order fabric swatches, at a nominal price, to be certain the color is exactly what you want. Cushionsource.com provides quality custom-made products at competitive prices! Their products well exceed the quality I could find on several other well-known websites, that sell ready-made products. read more

I have purchased from cushionsource several times. The latter instance I was somewhat disappointed with the result, and even more disappointed with the company's response when I contacted them. The bench and chair seat cushions are designed with a basic flaw, which they were utterly unwilling to accept or even acknowledge. Namely, the way they wrap the additional "upgraded" padding around the foam causes one side of the cushion to be rounded and look rather inelegant or even deformed (certainly not professional). If there was a way to post photos here I would. read more

They handled my concern in a fast, friendly and efficient manner. I was concerned I would have to box up this giant cushion and mail it back but all I had to do was snap a photo and send a description of my concern. I really appreciate their customer-focused response. read more

Cushion came damaged. Also looked super cheap--they offered to send a replacement cover in response to my sending pictures. I thought this could not properly rectify the issue or make it acceptable to me--even despite upgrading the batting and the cushion foam it still looks flimsy and not substantial. I chose to just eat the cost and throw it out. Thank goodness I only ordered one and not the four that I actually needed. read more

LOW quality hard foam which does not look anything like the picture. Very disappointed

Have a 20 year old custom sofa in perfect condition except that the bottom cushions were practically flat. Ordered new fill for the two cushions. They arrived quickly, fit perfectly and saved me from spending thousands on a new sofa. Highly recommend! read more

Horrible customer service and very poor quality. The foam size (too small) did not fit the fabric (too big). They offered me a $20 store credit after months of trying to get some type of resolution. I ended up using the foam from my old cushions. read more

Absolutely love this place! Have been ordering custom made cushions from them for my business for the past five years! Excellent customer service and prompt response. In fact, my last cushion had a minor damage within a week, because I have a busy school with fidgety kids (one of the straps just came undone). CusionsSource took the cushion back, repaired it and send it back at no cost. Fantastic customer service! Keep up the great work guys, and do not listen to miserable customers who may try to hurt your reputation. As far as I am concerned, it is solid. read more

Very disappointed with the company customer service and follow-up. I ordered a customized window cushion. Carefully took the measurements of my window bench and ordered on-line. Received the product with the width exceeding by 1 inch my measurement. Contacted the company, sent pictures to support my claims (with a tape measure). I had to follow up my email with a phone call to listen the customer service (Shay Thornton) to justify the error by telling me that I should have subtracted the welting on each side (1/4 inch) from my measurement and the remaining 1/2 inch error is acceptable??? They could fix it but it will cost me $30/hr with a minimum 2 hours up front + shipping fees both ways. And she called that a resolution, what about "we apologize, we will fix it for free of charge"? The entire project (window cushion+2 pillows) costed me $520, and the window cushion hangs out over the bench in my bedroom. Be aware of the customer service if something goes wrong. I wished that I would have read comments from other customers before ordering the product. Very unprofessional and unacceptable!! read more