After an initial hiccup, where we received an item damaged on delivery, Wayfair customer services (Ken. C.) were quick to send a replacement at no extra cost, which we received within a week. The sofa itself is fairly easy to assemble and looks as it does in the picture. I was actually more pleased with the grey colour and it's less velvety than I expected, which was a relief. It is slightly on the hard side compared to our previous sofa but sure it will wear in with time. Very pleased all round - service and product.