Though this couch is far more firm than described and I cannot see many people being impressed with it or even satisfied with it for that matter, I have to say that Wayfair itself, as a company, handled the return of the couch better than I expected after trying to return it online. 
The online option for return is awful. BUT the customer service employees were very pleasant and accommodating. This makes up for the poor couch by far.
Bad couch, great customer service on the phone.