Worst customer service experience, please take your business elsewhere.

It's been a nightmare of a journey getting a couch delivered and now we're still stuck with an unsatisfactory resolution.

Couch 1: It was dropped out of the truck by the delivery men. The leg was broken when we opened it up and the rails barely worked. The delivery men told us they would send someone to fix it, but when customer service called they just wanted to swap out the couches. They said it would be much faster (a week vs 4-6 weeks), so we said yes.

Couch 2: Swapped with the first couch. Trundle closure was misaligned and has to be lifted to be full closed, and the fabric wasn't pulled enough, lots of wrinkles on the main seat before we even sat on it.

Couch 3, 4, and 5: Made them open the couches before bringing up to our condo and all had issues where we had to refuse the delivery. The delivery guys agreed and wouldn't even let us take the time to see if we could fix it. #3 had the same rail issue as couch 2, #4 had black (oil?) marks in the middle of the seat, and #5 had dirt.

Every time we were assured they would do a special inspection before sending another for delivery. These never happened. We have now had to have five working days revolve around the schedule for these deliveries. We've had to clear our living room 5 times and make extra room for the couch swap, and we've had to coordinate the delivery with our building management. "White glove delivery" has been complained every time about the weight of the couch and the process of delivering, been uncomfortably rushed, and been combative with the building management.

Now the couch is being discontinued and we're being offered a small amount to keep the damaged couch with no warranty, or we can return it. They said we'll lose the shipping cost if we return, even though they never delivered a non-damaged couch. I also bought matching pillows that were custom order and they said too bad, they won't return those.

On top of all of this, we called the store to follow up and they said since corporate had been in touch, they couldn't really help us out anymore. They really pushed us to buy through the store because they said they could help if anything came up. Apparently, I was supposed to refuse corporate calls when they followed up on the issue, and call the local store myself instead. They said since we engaged with corporate, they now can't help. They also admonished us and said how expensive it is for them to do 5 deliveries, as if we were asking for too much. They told us we had wasted our own work days by scheduling during the week, since I mentioned how they're not respecting our time. It doesn't matter when I scheduled, my work and personal time is valuable and Crate & Barrel is not taking any responsibility for wasting my time.

At this point we're deciding if we stick with the measly discount to just be done with the ordeal and live with a mediocre couch for a couple years, to just throw it out when it will undoubtedly fail due to poor craftsmanship. Our alternative option is to return and live without a couch for a few months while we sort out finding a new one and waiting for 2-4 months to get it delivered. Neither situation is great, thanks Crate & Barrel.