Worst customer service ever and constantly changing delivery dates
Ordered corner sectional on 2/14/26 with 8-12 week delivery time. On 4/14 received email stating it was on its way with a mid to late May delivery. On 4/18 I went on their website to see if there was any update and delivery had now moved to 6/9-6/16. Reached out via their contact form to express my dissatisfaction. Received reply 4/19 that a shipping setback had occurred. I exchanged several emails with them and requested transit milestones. I was told I would receive an email when it got to their LA Distribution Center, and was encouraged to continue checking the Order Status Page on their website. Given the war's disruption to shipping, I was understanding at first, but by May 29 when I saw dates had changed once again, I reached out and was told that Your order is currently in fulfillment and is expected to arrive between 6/14-6/21. "The good news is that your order is being shipped to you now. You can track your shipment using your Metropolitan tracking number." I went on Metropolitan's site and saw that it was registered on 5/19 but no further info. I again contacted them to find out what fulfillment actually meant and received the following reply: "When your order is “in fulfillment,” it means your sofa has finished production and is now in the shipping process. Here’s what happens step by step from this point: 1.Your sofa is prepared for shipment and handed off to our delivery partner, Metropolitan. 2.Metropolitan transports your order to your local delivery hub.(Mine is in Perth Amboy, NJ) 3.Once your sofa arrives at the local hub, Metropolitan will contact you directly to schedule your in-home delivery at a date and time that works for you. 4. On the scheduled day, Metropolitan will deliver and set up your sofa in your home. Continuing to monitor delivery dates throughout June they continually changed, once or twice a week. However, on June 18th after their lack of proactive communication and numerous emails I filed a complaint with the Better Business Bureau and filed a dispute with my credit card company which are both still in place. I have had numerous communications since that date, and was told "Currently, your order has not yet been picked up by Metropolitan from the port." Which port? LA or NY/NJ? I initially wanted to cancel the order for a full refund, and have tried to work with them since to see if I could even pick it up myself. The customer service rep promised several times to check with Metropolitan, but still hadn't. I contacted them myself on 6/25 and was told that they have never even received it from Interior Define. I asked if they had a contact person at Interior Define and was given the name of someone who hasn't been with the company since January. So that means the May 19th registered date was authorized by someone no longer with the company. After discovering this, I escalated the situation with Customer Support on Friday, 6/26 and sent email to customer service and their trade department and to Havenly corporate since they are one of their brands. I am now requesting that they waive the delivery fee completely and compensate me for the continual delays. No one has yet responded. Apparently, they really do not care about their customers. If they did care, they would be more forthcoming about problems/delays. Current estimate as of today says "Estimated delivery: 7/9/2026 - 7/16/2026. It now hasn't changed in several days. At this moment, I am still willing to wait, provided they offer the refund and compensation. I also would rather have them deliver, rather than pick up since it would take considerable time, effort and expense to do so. I'd prefer to have the sofa after waiting so long, but am prepared to proceed with the cancellation, especially after not receiving any response from Interior Define. Sad that the company has gone downhill, since I had purchased a sleeper sofa from them in the past without any issue. UPDATE (7/1/26): Dates slipped again to 7/14-7/21. Your reply says you're calling the manufacturer, which contradicts your 4/18 email stating my order was on the way, and your 6/29 explicitly admitting to an "administrative hold" with the carrier, Metropolitan. Why are you contacting a manufacturer for an item you claimed shipped over two months ago? Stop giving me the runaround. My bank confirmed that your claim that you attempted a $574 refund you agreed to is completely false. Today at 5:00 PM MST is your final deadline to provide the physical location of my sofa and mail a corporate check for the approved $574 refund, or my bank will finalize a full fraud chargeback. I will also take further steps with various State's Consumer Protection Bureaus. UPDATE: JULY 3, 2026 Sent cancellation on 7/1 & filed complaints with Colorado, Illinois & NY Attorneys General.