Cushion fill problem Leathergroups

[clementino]

I ordered a beautiful leather couch (comparable to RH Restoration Hardware) from Leathergroups and the website said "the back cushions are filled entirely with feather and down." When I got them, they didn't feel as soft as I had hoped. They were not lofty and I didn't sink into them, I thought they would be more comfortable. When I opened the insert to read the label, it said 85% feather and 15% cluster fiber. I researched and called the actual manufacturer of the pillows (not the couch) and he said that the "85% feather" is actually broken down into a mix of 85% feather to 15% down, and the remaining 15% is polyester fiber. (So now the total amount of down in the back cushions is even less than I thought, it is 12%)

Here is where it gets tricky, I called Leathergroups because the SEAT cushions they sent were actually completely wrong (they sent a grade level below what they were supposed to send, and they were extremely stiff and uncomfortable- my back was actually hurting from sitting on them). They apologized and very quickly replaced the seat cushions because it was a major error, but not the back cushions which were supposed to be entirely 'feather and down.' They said something about the polyester fiber being needed because it helps keep the feathers and down from getting 'sticky' or something along those lines. I like to give people the benefit of the doubt here.. and hope I just misheard thing and I wasn't being lied to.

To make up for the errors and what ended up being a 9 month wait for my couch to be built (for a variety of other reasons, ran out of leather, backlog, etc.) they offered to build a nice matching leather ottoman and send some nice down throw pillows which I thought was a really nice offer, except now that is taking months even though they are sending out other furniture that is the same shade leather I am waiting for (I won't even get into the fact that their swatches and 'shades' vary drastically from very dark chocolate brown to camel-light brown for the same name color). I had been saving up a lot of money for this perfect couch, so you can imagine my disappointment.

To make matters worse, I went to their website recently and they now tout on their site (specifically) that "Our back seat cushions feature zipper access to a Feather & Down stuffed insert (NO polyester fiber fill!)." Now I am really upset. Why would they say no polyester fiber fill if my tags say "fiber fill"? For a variety of reasons I won't get into, my family and husbands family has a total of 3 couches with polyester fiber fill in the back cushions AND seat cushions when their website said "entirely feather and down" and their now updated site specifically spells out no polyester fiber fill. When I spoke with them after we realized the bottom seat cushions were completely wrong, they said they would do everything to make things right and said something about remaking the back cushion fill any way I wanted so I asked them to up the down to feather ratio because I wanted loftier back cushions, and they said they still needed to put polyester fiber fill to keep the mix from being sticky but will increase the down in the pillows. Then I only got seat cushions (which still say 85% feather and down, and 15% fiber) and realized they were not going to replace the back cushions. When I called, they said they couldn't change the ratio and told me the back cushions were correct and it was just the seat cushions that were wrong, and I had the right back cushions.

Needless to say I'm very confused. They are friendly and often very responsive but still haven't resolved all of these problems, and sometimes communication is really slow and months go by and I don't hear anything. When I spoke to someone at RH about the cushions in the Maxwell- I learned that they are 50% feather and 50% down, and that's what makes them so lofty and comfortable.

Also, some of the couch cushions say "85% feather, 15% polyester fiber" and others say "85% feather and down, 15% cluster fiber" but I am assuming those are the same.

I just feel like I have been getting this weird runaround talking to a few different people and the thing about being told that the polyester fiber is needed in the cushions and then seeing their site change to specifically say 'no poly fiber fill'... it's heartbreaking. I realize this is all a first world problem, but when you save up hoping for a great couch- and then go with a local Made in America company instead of RH because it's made in China, and end up with cushions not as soft- well.... you'd be upset too. I've had a lot of conversations with Leathergroups, they are friendly and the couches look beautiful- I wish they felt as beautiful as they looked. Both the back cushions and seat cushions are firm and not that comfortable. We have a total of 3 couches and 16 cushions that have polyester fiber fill and their site says NO poly fiber fill! I'm hoping someone will see this thread and read the entire thing so instead of going through a thousand emails and phone convos, they can see the summary of where I am now- and finally fix this once and for all because I'm tired of spending over a year dealing with them and I'm sure they're tired of me too.