Very Uncomfortable
I purchased a sofa from Arlo and Jacob last year. The wrong seat cushions were sent at first and the were 100% feather (very uncomfortable and flat). After a lot of back and forth they were replaced with feather wrapped foam and unfortunately these are not much better, very flat and uncomfortable. I am considering trying the full foam, but worried about spending good money after bad now. I would never have expected this from a premium brand. Almost £2k for a small sofa and may replace within a year.
Arlo & Jacob からの回答
Thank you for your feedback. We’re sorry to hear you aren't finding your sofa as comfortable as expected, as we want every customer to enjoy their piece for years to come.
To clarify the steps already taken: your sofa was an outlet piece, which is sold as seen. Even so, we recognised that the advice you were given about the seat cushion was not correct, and we replaced your full-feather cushions with feather wrapped-foam at no cost, and to meet your requested specification.
Our sofas are designed for a "soft sit", a sumptuous, sink-in feel. Feather cushions do need regular plumping to keep their shape and comfort - preventing feather migration. As your current interiors are not considered faulty, moving to a fibre wrapped foam option would be a chargeable service, as it would be based on preference rather than an issue with the product.
We understand you are already in touch with our customer service team, and they will be very happy to talk through the options and help you find the best way forward.
Best regards,