Ordered cushion refills for our sectional. 7 cushions in total. I had to email them a few times to find out when our cushions would be delivered. Delivery of the cushions was 2 weeks later than what was told to us. We only opened one of the vacuum sealed packages to see the quality. Thank goodness we didn't open the other 6. The quality of the cushions was awful. It looked like someone slapped them together at the last minute.

The way they have you measure the cushions is very misleading. They want you to measure the cushions when they are in the casings. We live far away so we measured according to their online instructions and what we received from them was not what we ordered. The overall thickness of their cushions was almost 2" less overall. Their cushions fit horribly in our casings. They were also extremely uncomfortable. You could tell you were sitting on a block of foam. Zero support. The proper way to measure the foam would have been to measure it directly instead of measuring the boxing on the casing seam to seam. I told them the issue and sent them many pictures proving that their cushions were nowhere close to being thick enough to fill out our casings. They responded first by telling us they would send more Dacron fill to us and for us to wrap each cushion in it. I said that was not an appropriate solution since the issue was with the foam thickness. The next response I received was that they would send more foam and fill so that we could put the cushions together ourselves. I laughed when I read that response. We have no idea how to assemble foam cushions and we don’t have the tools or the time to do so. We paid them to do that!

I would like to point out that when my husband called them to request a refund, since we did not receive what we paid for, they accused my husband of being a thief and being hysterical when he said he wanted a refund. They accused him of scamming them and verbally assaulting them. That never happened. My husband was calm in the beginning but after being told over and over again that they will not refund us he was firm in stating that we would be disputing the charge. Then they accused him of credit card fraud. My husband told them that we are more than happy to send their material back to them if they would send us return labels. They hung up on my husband as well.

They claim they don’t accept returns or refunds but their policy clearly states that they do if there are any inconsistencies or discrepancies and it would have to be approved by a manager. In our situation there was since the thickness of the cushions was not correct, but they still refused to refund us. The cushions they sent us were almost 2” thinner than our original cushions. What we received from them was WORSE than what we currently have.

I also noticed that one of the boxes they sent us had someone else's name and address written on the box. We saw through the plastic wrap that the cushion in that box was made with different foam and was a different firmness than the other cushions leading us to believe that the cushion was meant for someone else. When we told them this they never even addressed it.

We contacted the credit card company to dispute the charge when we realized they would not refund us. We forwarded the credit card company all the necessary pictures and emails with the measurements showing that they did not deliver what we ordered.

DO NOT do business with this company. I wish we had seen the other reviews of this company on Yelp and Google before deciding to do business with them. They are very rude and unprofessional and they accuse you of scamming them and ripping them off when it is them doing the scamming. They refuse to work with you to come up with an acceptable solution. If the cushions they send you don't fit properly they want YOU to do the work for them by stuffing them yourself. We did not pay premium prices for lackluster quality and a DIY solution. Poor customer service, poor quality cushions.

Google Review

Submitted by Eric Zong on Friday, Jun 14, 2024

5 Star Review by Eric Zong

Overall

Great experience wonderful quality and amazing customer service! The family run business has incredible fabric options as well as foam! Will be sending all my friends and family here!

Google Review

Submitted by Kelly Barlean on Wednesday, May 15, 2024

1 Star Review by Kelly Barlean

Overall

Poor communication to say the least. I recommended this company to a close friend, and made the first visit to the store with them to pick out fabric, schedule, etc.

Initial expectation was a 8 week lead time and 2-3 weeks to complete the work. That lead time turned into 5+ months for cushions for ONE couch..

Repeated follow ups to find out the status of their order and absolute refusal of the staff to answer those questions verbally, they always wanted an email, but are too slow to respond, or care enough to keep the customer informed on their own accord.

The product seems to meet the expectations of the user, but at the end of the day.. you have to be willing to accept horrible customer service and next to no understanding of when you may see your finished product, beyond the promised date..

Good luck with these knuckleheads if you choose to use them.

Google Review

Submitted by Jennifer Larson Beason on Wednesday, May 08, 2024

5 Star Review by Jennifer Larson Beason

Overall

I’m delighted with my old - now new! - furniture I had recovered at CushionWorld! Mike and the team are absolutely awesome. I had never done a project like this and they walked me through each step. I was able to pick out fabric from previous customers’ fabric remnants, which also allowed me to keep the cost down slightly and avoid and fabric supply chain issues. My chair project was a fairly simple one. I just needed the fabric reupholstered, but my rocking chair needed to be recovered and reinforced. My ottoman needed to have the entire top built and covered. The challenges were no big deal to this experienced team. Not sure what the timing is always like, but I waited a few months for my pieces and I would do it all over again. They are beautiful!!! I can’t recommend CushionWorld enough!

Google Review

Submitted by E M on Tuesday, Nov 21, 2023

3 Star Review by E M

Overall

Giving 3 stars because workmanship was great; while the service upfront was average and nothing special. The employees that do all the work in the workroom and are unseen, do quality work. But the service upfront could be so much better. Not what you would expect for the price we paid; which was extremely expensive. We expected an effort of appreciation for our business at least. The other reviewers are correct in that you pay upfront and no cancellations or refunds. Be sure to read the contract you are signing. We experienced the same type of issues that others commented on in their reviews: "Pretty much impossible to get a hold of via phone. Seems they have it on lockdown so communication is only one way." Wish we had been more thorough in reading the reviews and we would have been less frustrated. When you see a business responding negatively with such anger, there is usually an issue with the business owners. Most professional businesses would respond with how can we make this right or we are sorry that your experience wasn't what you expected, call us to discuss your concerns, etc. One older lady seems to run the business while her husband we assume sits at his desk behind her watching. But to be fair, they probably don't want to be there and still working. On a positive note, when we picked up our cushions, a younger gentleman that worked in the workroom, assisted us right away and was very pleasant and professional. Again, we appreciate the craftsmanship of the workers that do the actual work. Great job on their part!

Google Review

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