TL;DR
The couch looked great in the showroom and the…read morebuying/delivery experience was excellent, but the quality of the actual sofa has been disappointing from the start. Within weeks we experienced misshapen back pillows, lumps/indentations, stiffness, and significant pilling. Customer service initially responded, but communication eventually stopped despite multiple follow-ups. For such a large purchase, we expected better product quality and stronger warranty support.
Detailed Review:
We purchased a new sofa from this company after being impressed by the showroom model and the many positive reviews online. Initially, the experience was excellent -- customer service was friendly, delivery went smoothly, and we were excited about the purchase.
Unfortunately, almost immediately after delivery we noticed issues with several of the back pillows, including lumps, indentations, stiffness, and uneven shaping. We tried to give the sofa time to break in before raising concerns.
About three weeks after delivery, I contacted Matt regarding the issues after receiving a request to leave a review. He told us this was normal for a new sofa and gave us instructions on how to fluff the pillows by removing the covers and redistributing the fill. We followed those instructions carefully but saw no meaningful improvement.
Around six weeks after delivery, we also noticed significant pilling on several cushions in addition to the continuing pillow deformities. I submitted a warranty claim under their advertised 3-year warranty and did not hear back for over a week.
After reaching out directly to the owner, he initially responded and explained that some pilling was expected, recommending a fabric pill remover from Amazon. While the pill remover helped temporarily, this level of wear so early on raised concerns about durability for a primary family sofa.
The owner offered replacement pillows and covers but also stated he did not think they would solve the issue because the deformities were "part of having a cloud sofa." He later offered to replace the sofa if we paid another 50% of the purchase price plus taxes, delivery, and removal fees, which was not realistic for us on a nearly new couch.
I explained that we genuinely wanted to find a solution and love the sofa, and despite being told it might not help, I asked to move forward with replacing the deformed pillows. From May 8-15, I sent three follow-up messages and received no response by text, email, or phone.
If the company follows through with the solution they offered, I will gladly update this review. At this point, though, this has been a disappointing experience for such a significant purchase. We expected better durability, communication, and warranty support from a company with such strong reviews.