I rarely write reviews...
I rarely write reviews, but my experience with Interior Define has been so frustrating and disappointing that I feel obligated to share it. I purchased a Hayes sofa for over $5,000, along with the Mulberry protection plan, and within a relatively short period the cushions began losing their shape, leaking down, and providing no support. I followed all care instructions, including the fluffing/rotation videos they sent, but the issues only worsened. When I reached out to customer service in July, I was met with long delays, generic responses, and very little accountability. After finally acknowledging the problem, they agreed to send replacement cushions — which took months. When the replacement package finally arrived, it didn’t contain cushions at all. It was just cushion covers, which does absolutely nothing to resolve the issue. Meanwhile, the sofa itself has developed serious structural problems: Staples falling out of the underside Foam pieces detaching from the frame Ongoing leakage of down from the cushions I have a toddler in the house, and this has become a real safety concern. Customer service then directed me to Mulberry, but Mulberry has been completely unreachable. Their phone line and email support have led nowhere — no response, no claim initiated, nothing. So after spending thousands of dollars, months of back-and-forth, and trying every avenue they suggested, I still have: • A sofa that is falling apart • No usable cushions • A protection plan that seems impossible to access • No meaningful support from Interior Define This has been the worst customer service experience I’ve had with any furniture company. I truly regret this purchase and hope my review saves someone else from going through the same thing.