Interior Define — Local services in Boston

I knew better than to order from Interior Define. I read the other reviews, many of them mixed to negative, but I thought how bad could it really be? I loved the design of the product and the ability to customize.

Well friends, I tempted fate and fate won. My experience with Interior Define was by and far the worst experience, frankly I'd take food poisoning over dealing with this company again. At least with food poisoning there is an end in site for the pain. With Interior Define, the pain never ends!

(Take a look at the mix of reviews - all the positive ones are from people who have only just ordered their items. All the negative ones are from people still waiting on products or who have actually had the product for awhile. Interior Define offers a good in store experience, but everything afterwards is horrible. STAY AWAY.)

Timeline: We ordered the couch in late January, and were warned delivery could take up to five months. Well, here we are in early August (for those of you keeping track that's seven months not five) and the couch just arrived except.....

Delivery: Interior Define contracts out to a 3rd party for delivery. Despite us discussing the tight narrow turn at the top of our stairway during the ordering process in store, and with interior define customer care the day before delivery, the delivery partner was completely unprepared and were unable to bring the couch into our home. We had to refuse delivery on a couch we have waited eight months for. And during the process of delivery our stairway/banister was seriously (potentially irreparably) damaged.

Communication: Communication throughout the whole process has been horrible. Conflicting emails about timeline (to give you an idea of how bad: our customer portal as of five minutes ago says our order's status is "on the water" from Asia despite it being (almost) delivered today). Probably 4-5 emails to support that went unanswered. While Customer Care is very kind over chat when you do reach them they are unable to actually help in any way.

So now I'm waiting to see how this saga will resolve. I doubt the couch will ever see the inside of our home, and I'm not particularly optimistic Interior Define / The delivery partner will do the right thing and cover the damage to my home and refund the cost of the couch (not to speak of the eight months of waiting cost which I'm sure won't even be acknowledged).

Update: After accepting the delivery and being willing to pay (out of pocket) to disassemble the couch and bring it into our apartment we have instead decided not to keep the couch after looking at the quality of the product in person. We will pay a hefty restocking fee, but even more frustratingly we have now been trying unsuccessfully for 20+ days to have the return picked up. Interior Define offers a wide range of excuses, but no accountability. Seriously do yourself a favor and do not engage with...

I recently had the pleasure of connecting with Lauren K from the Denver location of Interior Define. I can't begin to express how accommodating and efficient she was.

Firstly, her response time was lightning-quick. In a matter of seconds, I was in contact with her, and she immediately began assisting me with my inquiries about the dimensions of my Ainsley sofa, which I had previously purchased. Even though the model is now discontinued, Lauren went above and beyond to find the precise details for me. Her patience and willingness to go that extra mile made all the difference.

What really stood out was Lauren's empathy and genuine desire to assist. When I mentioned issues with the cushion covers and inserts, she acknowledged my concerns and offered recommendations. Even though she couldn't directly solve the problem due to the discontinued model, her proactiveness left me feeling supported.

During the chat, I asked an additional question about an accent chair I had also purchased. Lauren showed incredible resourcefulness and attention to detail by pulling up related information, ensuring she provided the most accurate data. The cherry on top? Her warm and light-hearted demeanor made the entire experience enjoyable and utterly stress-free. If you've ever doubted the value of excellent customer service, one interaction with Lauren will make you a believer. Her approach was a breath of fresh air and a shining example of what customer support should be. I left the chat feeling informed and genuinely valued as a customer. To anyone needing interior design advice or general information on Interior Define's product line, do yourselves a favor and contact Lauren. Your only regret will be not having done it sooner.

I would also like to point to Interior Define's management team. Lauren's customer-centric attitude and expertise should be recognized and rewarded. She's truly an asset to the company and embodies the level of service that customers remember and share with others.

Thank you, Lauren, for setting the bar incredibly high. I hope my future experiences are even half as good as this one. Have a fantastic weekend ahead!

Cheers, Justin

P.S. If there's an employee recognition program, sign me up as a witness to Lauren's awesomeness. Her customer service approach is precisely why I will continue to do business with...

I ordered a custom sofa from this company after much careful consideration, research and saving money on March 28, 2022. I had a great experience in the Boston store and was happy with the ability to fully customize. At that time, I was quoted a long lead time of 22 weeks, which I was okay with and had planned for. The sofa was supposed to have arrived by the end of August. When I was nearing my delivery date and still had not received any update (and the website continued to show my status as "on the water", I wrote my "account manager" for an update, and was told it was stuck at the port due to supply chain issues. Understandable. I was very patient. However, it has now been almost three full months since the date I was promised my sofa, and 8 months since purchase. This is not "supply chain issues." Interior Define is not paying their vendors, and our orders are being held hostage. This is complete and utter disregard for their responsibilities, and stringing customers along without an ability to deliver. I was just informed I can expect delivery in JANUARY. This is unacceptable and simply will not work for me. The main reason I purchased this sleeper sofa was to accommodate extended visits from relatives during the holidays, and now, with the sofa projected to arrive after the holidays, I am done. Done waiting. I need to buy something else which will actually arrive in the next few weeks. I have written customer service 2 weeks days ago asking for a full refund and cancellation of my order, but I have received no response. I need my money back so I can actually purchase something. This type of service is absolutely unacceptable. Interior Define needs to get their priorities in order and fix the mess they are in before taking new orders. And if I have to wait WEEKS to hear back from someone about a cancellation request, they need to hire more customer service reps. Don't even try calling, because the phone only goes straight to voicemail and no one will ever call you back. There cancellation policy is very stringent, and it is unclear if I will even be given a full refund of my order. This is...