I received this couch with some damage and requested parts to replace. I had to reach out to customer service because I didn’t hear anything for quiet some time. Ultimately ended up sending a whole new couch and there’s a huge difference with the amount of padding in the cushions. The first couch was very tuff and wasn’t fluffy. Replacement couch was much more comfortable and worth the money. My fear is if I didn’t have damage I would have never known and just dealt with an uncomfortable couch. How many other customers is this happening too I spent more time on chats and phone calls getting hung up on and the solution was a 10 off coupon. Not very customer focused when you spend nearly 2k for a couch.