bella-wthhybl OP t1_ix1ji4w wrote on November 20, 2022 at 12:56 AM

Reply to comment by preemptivePaprika in Room & Board quality since pandemic - items built 2020-2022 by bella-wthhybl

You had the couch for 2 years and they are replacing with new couch due to the issue? That's promising at least. I'm sorry it's such a back and forth.

I keep hearing their customer service is great and they will replace products. But I don't love how open ended their return policy is. It seems like it's up to their discretion and there's no hard and fast guarantee or warranty.

preemptivePaprika t1_ix1lyy3 wrote on November 20, 2022 at 1:16 AM

It took nearly a year of back and forth to get them to agree to replace the couch. They tried first to sell (!!!) us leather to replace the panel, but it would have cost thousands to have it reupholstered and I would still have had to find someone local to do it. Resolution was not an easy experience, so just be prepared to be loud and persistent if there is a problem.