Erin
Cheap frame material
First let me start with the good... The couch fabric is exceptional. The cushions are lux, soft and weighty. The ordering process was easy and delivery was good. The couch is the perfect size for our space. BUT we have had our sectional for less than a year and the frame broke apart at the corner leg. Like splintered off, shattered, broken. When we opened up the dust cover we can see that the frame is made from extremely cheap plywood materials. It's not a solid wood frame like you would get from Room & Board. Which is really disappointing given the premium price. I thought fortunately for us the couch is fully under warranty. And since this is a frame issue I felt good about getting this resolved through the company. Unfortunately we have gotten nothing but the run around. They sent out a repair team, which took a week and a half before we could get an appointment. When I had questions for them about the process there was a language barrier. When they called their supervisor, there was still a language barrier. I couldn't get a straight answer from anyone on what they planned to do as a fix. From what I gather from the work order, those guys were going to bolt some sort of Frankensteined wood piece onto the frame as a repair. Their work order was to replace and reinforce the leg block. Like WTF, that frame is shattered and splintered into pieces. And you are just going to try to glue or screw it back on? I reached back out to Benchmade Modern and they wouldn't commit to replacing the broken couch. I am beyond frustrated and disappointed that we chose this company over a trusted, tried and true option like Room & Board.