Timeline of Customer Service conversations & reports: Emory Sofa & Chair August 2014 – Reported pink spots & discoloration all over the sofa & chair. Customer service offered credit to replace pieces or to rectify warranty issue with replacing cushions & slipcovers. I chose to keep the same frames and have new slipcovers & cushions sent. November 2014 – replacements arrived – pillows were not ordered and customer service admitted to mistake. I reported to customer service that the back cushions & slipcovers were defective again. The back cushions did not fit properly with the casings and the slipcover was extremely loose and to large for the older frames for the Emory. Slipcover was tucked in properly (shown in photos). January 2015 – Pillow casings arrived but no inserts. Asked customer service about replacing pieces all together because of aesthetic and quality issues with replacement pieces. Overall, the slipcovers and existing frames must have been different sizes to cause the sloppiness. The original covers were very crisp and fitted with both frames. Over the past few weeks customer service has been insistent on only replacing the back cushions and I have received one excuse after another on how I need to deal with the slipcovers and at this point and Arhaus CS will make me spend more money to rectify quality & aesthetic issues. They habe acted as though they are doing me a favor at no cost with cushion replacements. Both the back cushions & slipcovers have been defective with the replacements I have yet to receive the pillows which I’ve been waiting for since November. $4000 and defective Product.
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