We should have read all the dozens of poor reviews online before purchasing the sofa. When we got into the store at Kennedy, we spoke to Victor, the sales person. He was very nice and very helpful. We wanted a sectional that would stay nice and firm, we made is clear that was our top priority. We finally picked out a sectional and Victor promised that we will get the FIRMEST cushions possible because this is the quality of the product. After we finally got our couch (it was delayed for weeks) we noticed that the cushions started to fall through. After 2 weeks of mild use we are no longer able to even sit on it! It is soo uncomfortable because we are falling into the gaps between the cushions. I called the customer service, got some rude person but finally managed to get an independent appraisal gentleman to come in. He agreed the cushions are very soft and said that he will advise the shop to provide new firm-er foam. A week later we get a call from Victor saying that if we want a better foam we need to pay extra $50/cushion! We paid $3,000 for a sectional couch we cannot sit on and now pay more??? Victor had the nerve to claim that he explained to us that there are two types of foam – regular(same price) and firm (extra$). When we were in the shop, he NEVER even mentioned various foams and charges associated. This company is not giving people all the details and later the customer has to pay moer! Beware that whatever the sales person is telling you will NOT be what you will get!
- Approximate cost of services:
- $3,000.00
- Company Response
Hello Elena,
Thank you for your comments. There appears to be some misunderstanding or miscommunication in your comments. Custom orders do not have a specific delivery date, and are subject to the availability of raw materials,. We do our utmost with the factories we deal with once the raw materials are in. This is clearly stated on all invoices. You did in fact receive the firmest foam that the factory provides, and in the technicians report he stated that he explained that to you. He did not concur that the cores were soft. The comfort of foam density in cushion cores is relative to each individual consumer. If you wish to have specialized foam cores from an outside source, there is a cost. Because you felt that this was not explained properly to you, we generously offered to split this cost with you, and further we offered to absorb the cost of the labour to customize your sectional. We provide all the information that we can, and will happily answer to specifics when asked. Our thousands of loyal and satisfied consumers will attest to our integrity and efforts to satisfy all consumer requests.