Sofa exceeded expectations, white glove delivery not so much
The sofa we ordered totally exceeded my expectations in every way. It’s bigger, more cushiony, sturdy, and superbly well-made, more so than I was expecting. The sofa bed is very comfortable, as reported by my brother. The fabric of the sofa, Kelly green velvet, is also of a much higher quality than I was expecting. The only disappointing part of this experience was the “white glove delivery” we paid $100 extra for. The men who arrived with the sofa were extremely rude, at one point they refused to try bringing the sofa through the door of our apartment after I had asked them to try again (it was clear it would fit). One of the men argued with me and refused until my partner, who doesn’t even live in the apartment, asked him to try again and he finally did it. They got in but were grumbling the whole time that we weren’t helping them enough, AND they broke two legs off the side table in the living room for absolutely no reason. It was a very easy table to move. They reattached the legs with a drill but the table is wobbly now. It was probably the worst furniture delivery experience I’ve ever had. I had also communicated several times with the delivery service via phone and email a week in advance that the delivery needed to be made before a certain time and the delivery was still made three hours after the deadline.
Thank you for your feedback and so happy to hear that you're enjoying your new sofa! That's great to hear. Not so great to hear about your delivery experience, however- that sounds tremendously disappointing. Please accept our warmest apologies for the inconveniences you experienced! Needless to say, while there are often challenges and frustrations that some customers express with nationwide delivery with many different carriers, your experience sounds quite extreme and we will be escalating your feedback to management to review.
If you have any additional feedback or would like to speak to someone on our team about your experience further, please do reach out to us with your name and order number by emailing firstname.lastname@example.org and we'd be glad to assist! We appreciate your patience and understanding and are very glad that the sofa was successfully delivered. We look forward to assisting you further with anything you may need and thank you again!!