Hi Ryan,
Thank you for taking the time to share your thoughts on ordering with us. We are very sorry that your feedback is not in line with the the type of feedback generally received, as orders generally go pretty smoothly and customers are happy with their items, but we are of course always happy to help make things right in the event that there are any issues.
As the images online are 3D renderings, we always encourage our customers to order free fabric swatches prior to placing their orders for any of our choice of fabric/color options. This will help ensure that you have the most accurate expectations in terms of what can be expected when your order arrives. In the event that the order does not match the swatch, we ask that you let us know and share images so that we can help to correct any mistakes if any. It isi saddening to learn that your expectations were not met in terms of quality, but this is also why we proudly offer a 100 day return or exchange policy in case any of our customers find that another options may be more suitable to their needs.
Regarding the low back and seat, both seat as well as back pillow height should be listed for every model so that our customers know what to expect in these areas. Cushioning can be expected to break in with use and does require fluffing, rotating to ensure even use and arrangement to maintain the overall structure. Each sofa/section will wear differently in each customer's home depending on use. We are very sorry that the policy was misunderstood as hassle free essentially means you may choose to exchange or return for any reason you'd like to give and we will be happy to help. We do not advertise free returns, so we so again, apologize if that was your assumption after reading the language in our policy.
Apt2B does it's best to be upfront about any fees surrounding returns or exchanges, and as you noted this information is readily available for all prospective customers to review. We do not shy away from disclosing any fees related to returns and exchanges, so we do apologize if this was missed by yourself prior to purchase. Apt2B is actually headquartered in North Hollywood, and despite the fun name, we are not run from an apartment, rather an office. We really are sorry about the experience you have had, and if there is anything further we can do to assist or any questions you may have, feel free to reach out to support@apt2b.com and we will be happy to help.
Thank you!
