The first time i got this couch it came defective. The backrest on the chaise didn't fit and one of the legs didn't have the protection pad so it could damage our floor. I reached out to Wayfair and they sent me new parts, but they sent the wrong ones. At this point i got frustrated and reached out to Wayfair again and they sent me a whole new sofa that actually came in perfect conditions. The customer service was outstanding and they were there to help me even with options on how to dispose of the other defective one. As for the sofa, it is absolutely beautiful, very glam, and it is not hard but it is on the firmer side which actually makes it durable. It's lenghty but the seat depth is shorter than it should be though. Either way we still love this sofa and it was worth the buy.