Love the couch! I know someone who has had this very model for years. Its held up nicely and is still very comfortable. I just had to have one of my own. I was thrilled when I found it on wayfair. The quality of the couch and indoor delivery service was great. But the  email customer service was severally lacking. My couch delivery was delayed due to covid (not within their control) but when my couch finally arrived in Washington for delivery I scheduled my delivery appointment and took work off, just to receive a call the day of delivery that they didnt have room on the truck for my couch. Needless to say I was very disappointed. I spoke with customer service on the phone and they made sure that it a as delivered to me the very next day.
In a nutshell, when dealing with customer service, avoid emailing and just call.