Chris I from Burlington

I purchased a custom Decor Rest sectional sofa from Bad Boy in Burlington in late October. I waited 8 weeks for this as it was "special order". I paid nearly $3,000 which included buying the extended warranty. After having the couch for 2-3 months the toss cushions started to pill. I contacted the service departement on March 2, 2015 and included pictures and details of my concerns. No response was received so I re emailed on March 6th. On March 7th Veronica in C.S. contact me back and indicated that a technician would be by no later then March 10th to inspect the damaged cushions. I didn't see a technician or get a phone call so I followed up on the 11th. I was told that my case was already closed meanwhile I hadn't heard back from anyone. I was told that Veronica would call me back to explain. She called me back and proceeded to argue with me that she already advised me that the cushions weren't covered and then later realized that she sent that email to herself and not me. In addition she claimed she didn't realize they were toss cushions and not seat cushins (did she not read my email or view the attached pictures?) I was told a manager wasn't available but I could get a call back within 48 hrs. 10 days later Renza (Customer Service Manager) contacts me and argues with me that it was only 48 hrs that she was aware of this and defends Veronica's mistakes without even listening to my issues. I also contacted the manufacturer during this time who indicated that the cushions are an "accessory" and aren't part of the couch. I've never come across a customer service department that is so anti-customer. These cushions would retail for around $150 and Bad Boy would sooner lose a customer for life then stand behind the low quality toss cushions they sold me. As an update, I have finally been put into contact with someone at Bad Boy that cares and they've assured me that they will resolve the issue. It took about 1 1/2 months from initial contact but it's finally moving in the right direction. As result of my issue being resolved in a fair manner I've updated my rating from 0 to 6.