“We ordered the Echo Oxford couch in tan at the beginning of July. We received it at the end of July. When we opened the box, we quickly realized the couch was not tan. It was chocolate brown. Brown wasn't even an option for that particular couch- and while we understand that there are natural variations in leather color- this was way out of the range. I emailed CS and I straight up told them what I wanted to happen. 1) I want to exchange this couch for the Sven 2) I don't want to pay shipping/ handling again 3) Do not refund my money and then make me purchase the Sven- I just want you to bill me for what I owe. 4) I want shipping to be expedited because I'm not waiting another month without a couch.
The very next day Tyler emailed from CS and apologized AND SAID- not only could he do all the things I was asking, but he had already started the process for it and told me what to expect.
So so many times, we have received below average customer service, but guys, they really practice what they preach! ”