Sofa arrived fairly well packaged, unfortunately there were some scratches over the back of the sofa but once the cushions were in place you could not see them. Wayfair did offer a partial refund and full refund to send back so customer service was very good. The sofa itself is really comfortable but I do have to turn the cushions over everyday to stop sagging as the material does become loose after a few days. I have found that turning all of the cushions over everyday works though as it gives the material chance to regain its shape. The sofa looks really high quality and the cushions are fairly firm so you dont sink into it, the only downside is the sagging but this can be overcome with basic maintenance.