Sofas and Sectionals

I’m so sorry to hear that you are having trouble with your chair again. After receiving your review, we took a closer look at your claim, considering that you were only offered $300 for what was indeed a $2,000 purchase. After review, this claim was opened for the other, less expensive chair, on your order. This would be why the offer was so very low relative to the price you paid. We had the warranty company revise the claim on our end to the correct piece and the warranty services company should be reaching back out directly with an adjusted offer if they haven’t already. In addition, you are under no obligation to accept their offer, it is just one option. Instead, you can elect to receive a replacement of the defective chair.

Hi Cheryl, I’m truly sorry for any confusion or frustration regarding our order cancellation policy. We understand that unexpected charges are never ideal, and I sincerely apologize if the policy was not clear at the time of your order. Our cancellation policy is outlined in the order confirmation email you received at the time of purchase, under the heading “Cancellation Policy.” It states: "We try our best to process your order and ship it as quickly as possible. We'll cancel your order with no fees unless the order is already in production or has shipped, at which point you will be subject to a cancellation and/or return shipping fee. See our Return Policy above for more information." In your case, the order had already entered production—specifically in the leather you selected—which is why we were unable to waive the fee. That said, had we received your cancellation request before production began, we absolutely would have done our best to cancel the order without any cost to you. We’re currently reviewing how and when we communicate this policy to ensure it’s as clear and visible as possible. We truly appreciate your feedback, and we're sorry again for the inconvenience this caused.