I've had major issues with the sofa and Wayfair (All Modern) customer service. Some online reviews indicated that the sofa seemed deeper than expected. Because I have a disability, I need a 20" deep sofa. Deeper sofas cause too much pain in my leg from pressure. The dimensions online indicate 20.5" deep. However, because of the reviews about size, I chatted with All Modern to confirm the dimensions before purchasing two. The representative assured me that the online dimensions were correct and that reviewers have all kinds of opinions that are not correct. So, with confidence, I purchased two in ivory. When there were delivered, there was a dime-size blueish stain on one cushion, and the two center legs were missing for each sofa (should be six per sofa, received four per sofa). Once the delivery guys left, I sat on one of the sofas and it was obvious that it was deeper than 20.5". The seat depth from the front edge to the back cushion is actually 22". Within 30 minutes of delivery I contacted Wayfair/All Modern about these issues and that's when the madness started. I was offered a partial refund, or they would send me replacements in the correct depth. I told them I really wanted the correct depth and asked for them to confirm the dimensions with the manufacturer. They told me they would send a message to the manufacturer which the claim to be in the US, but it appears that is not the case, and that the manufacturer would contact ME not THEM directly within 48 business hours. At that time, it was my responsibility to contact Wayfair/All Modern to tell them what the manufacturer told me and then decide what to do. I waited four days then contacted Wayfair/All Modern. I got every kind of runaround you can imagine including being told my sofa was ordered over 30 days ago so too bad on any help. I reminded them that they were custom made thus the greater than 30-day contact and that they were delivered only a few days earlier, this led to them telling me they would have a manger contact me. Never did, so I contacted them again and over an hour of chatting within 8, 10, 12 minutes or more between communication. Wrong facts stated back to me, then telling me their systems were down so they couldn't help me and would have a manager contact me, and the like. They never had a manager contact me so I contacted them again. This time the person was rude, unhelpful and tried every trick in the book to not help me. I persisted and told them that I just wanted the stated partial refund and to be done with this issue. I would figure out how to solve issue with the sofas being too deep on my own. I was then offered the option to return the sofas . I told them I could not return the sofas because I had already donated my other sofas. They agreed to the partial refund. I received an e-mail 1.5 months ago confirming the refund. A few days after that chat, I received a text that my sofas were schedule to be picked-up for a return in two days. I responded back that they were mistaken and the sofas were not being returned. I was told to contact Wayfair/All Modern. I had to go through another string of unhelpful and convoluted chats with the representative before they confirmed that the pick-up was cancelled and a refund was approved. However, the return was not cancelled and I was contacted by the delivery company that they would be arriving in two hours. I contacted them and told them that there was a mistake and the sofas were not being returned. Over text I sent them screen shots of my communications with Wayfair/All Modern. Thankfully no one arrived to pick up the sofas. However, 1.5 months later I have not received the refund. I contacted Wayfair/All Modern again this morning and was eventually told that the refund was issued but due to computer glitch, the refund never went through so the finance department would issue my refund. I responded to the agent and they never responded back to me. At this point, I suspect I will have to file a dispute with my credit card and contact the BBB. Now, let me comment on the sofas. The online dimensions are wrong. They craftmanship is not a solid as described. The holes into which the legs screw are crooked making the legs look like the are about to snap and collapse, they are also way too tall for the scale of the sofa. Looked very odd. Without the center legs, whenever someone sits on the sofa it kind of rocks. I ordered new legs that are a bit shorter and added the missing center legs. Every day I look at crooked sofa legs. There is no way to resolve this issue. The seat cushions do not rebound nicely. They stay droopy and saggy for hours after sitting. We are small people. I weight 120 and my husband weighs 140. The fabric is nice. The color is as hoped. The sofa design is nice.
