Update by user Oct 02, 2019 Customer service will never let me speak to a supervisor. They will only say that a supervisor will call me back within 12 hours. PB has said at least 6 times they will have a supervisor call me back - not a single time has a supervisor returned my call as promised. Original review posted by user Oct 02, 2019 Purchased the Jake Sofa about 15 months ago. The middle of the frame cracked within 3 months (I heard it crack when I was sitting on it and I am not a heavy person nor are there children in the house that jump or crawl on it). After a bit of effort PB replaced it with a second sofa (same model). Within 3 months the frame cracked again (not as bad though). Also, the cushions started to lose shape. After a month or so of dealing with PB customer service they offered to replace the sofa with a third sofa. I said I didn't want the same sofa because it is clearly designed defectively. PB eventually admitted they had received a lot of complaints about the Jake sofa and told me they redesigned the sofa to give it better support. I looked at pictures online and was assured that I would receive the Jake sofa *with wood legs* which looks to have better support. I was told that the Jake sofa that does not have the wood legs (which was the original sofa I had purchased) was no longer being made because the design was defective. Despite conversations with PBs customer service department to the contrary, PB's website showed I was to receive the Jake sofa *without wood legs* so I emailed and called PB three times and asked them to make sure I was receiving the Jake sofa *with wood legs* (if you look at picture of each online, the one Jake sofa with wood legs appears to have better support). Each time I was assured by PB that I would receive the Jake sofa *with wood legs*. In the end, PB delivered the Jake sofa without wood legs. They immediately offered to take back the sofa and give me a gift card but I didn't want to order another sofa (and thus be without a sofa for 4 months) so I agreed keep it because PB assured me that despite not having the wood legs the frame was redesigned to offer better support. Not surprisingly, the frame offers very little support and the cushions started to lose shape within 2 months. Pottery Barn has offered to take back the sofa and give me a gift card for the entire purchase price but after spending over 20 hours on the phone dealing with PB during the last 15 months I am done with them - I want them to take the sofa and refund my money. The last thing I want is a gift card to a store that makes inferior products. PB has twice told me they have refunded (note the past tense - meaning the customer service agent said it had already been done) are sending a check but when I call PB after the check fails to arrive within a week I am told 'somebody cancelled the refund' (but PB can't tell who it was). I will continue to escalate this issue until they agree to refund the purchase price.