I ordered a sofa from Rooms to Go in August 2020 and did not receive it until around Thanksgiving. That was my first mistake; ordering furniture during Covid. Immediately when I received it if you sat on the cushions and stood back up the material would be all wadded up. The cushion insert was not big enough or something for the covering. I tried adding more padding to one of the cushions but it did not help. After the holidays I contacted several upholstery shops thinking that I would have to have them either put a new insert in them or fix the material so it would fit and they recommended that I call Rooms to Go and have them come back out and look at it. I called in April (because I travel a good bit and was gone a good bit the first of the year) and it has taken almost three months to finally get someone out to look at it. The representative and his district manager both said that the insert was not the standard and that it could have been due to Covid and they used what they could get their hands on. They recommended that Rooms to Go send me two new cushions with the correct insert. The service representative called me two days later and said that they were not covered due to wear and tear. The cushions were like that from the very beginning and was not from wear and tear. I sat on the one in the showroom and examined them there and they were not like that. Totally different quality. I am very disappointed in the service in not recognizing that the cushions were defective even after the representative that came out and looked at it said they were. I know that two cushion inserts could not possibly cost the company that much money in order to satisfy a customer. I am very frustrated and feel like the cushions should be replaced with a quality product. The attached photo was taken in December. Thank you for your help. I have spoken with two representatives and they both say it is from wear and tear. If I truly felt that was the case, I would be the first to admit it but the cushions were not good quality from day one. I hope to hear from you soon. Lynn Roberson