GW has a HORRIBLE customer service policy. I bought a couch in October 2020. We went to pick it up ourselves. When we got it home, we realized we were given a USED couch with defects. GW was surprised and “didn’t know how this could happen”. They offered to replace it and delivered a new one within days. 3 months later, we called customer service because the couch looked like an old pilled up sweater. It literally looked 10 years old. The agent who came out in January told me that was normal wearing for this material and that it should stop at some point. He recommended I buy a sweater shaver and “shave” my couch. REALLY??? But I did it…I spent HOURS doing this with no real effect on how the couch looked. I called the customer service again last week. Another agent came out. Agreed that the couch looked years old instead of months old. Told me I should hear from GW in 2-3 business days. I did not hear anything for 5 business days. I called the service center and was told that they will not be fixing or replacing anything because it is normal wear. WHAT?!?!?!?!?!?!!?!?! You decide for yourself…does this look like a 4 month old couch that I paid over $3K for and is used in the evenings to watch TV for a few hours? Or does it look like a couch I picked up out of the garbage that is 10 years old and someone slept on as a bed?