Interior Define — Local services in Philadelphia

Like the previous customer, I purchased my couch on June 7, 2022. It is now almost December, the online order status just update my shipment to arrive in late April when a sales representative told me late November mid January. And please note, the status update bar on their website has been down since June of my order and continued to be down and not giving ANY INFORMATION OR UPDATE until a week or so. They are STILL advertising 8-10 weeks delivery. FALSE!!! I was originally estimated 16-22 weeks which would have been before Thanksgiving. I wish I could give negative stars. They don’t answer the phone, the live chat doesn’t work, there’s no communication to any human and if you send an email you do not receive a response for almost 2 weeks. It’s a scam. If they really valued and was apologetic for having their customers who are spending thousands of dollars, they would offer them furniture from their showroom. But no, nothing, a lousy extra 10% off or your money back. The AUDACITY of this company. I am beyond frustrated. There’s no real solution nor clarity or visibility to what is going on. One specialist sent me a picture of my couch but now I’m wondering want type of condition and smell will it hold and be in if it is just sitting in limbo. There’s articles out stating how Interior Define is refusing to pay those who are making the furniture. It’s a disaster and over 6000 orders are still waiting to be resolved. Don’t even attempt to call because the only thing you can do is leave a voicemail. I will NEVER order from them again and I will make it MY PERSONAL mission that no one else does because this is not how you treat people who are spending...

My husband and I are moving into a new house and are in a great need to update our couch. Great scene ads for interior. Define and decided to give it a shot since they had a store room in Philadelphia. I went in and he followed. Everyone was very kind, smiled and said hello. Offered their assistance and when we were ready. Someone was there ready to help. Nga was the perfect person to help us choose our couch. She really knew her stuff and even mapped out our room and suggested the appropriate size couch for our space. Her knowledge about the product was incredibly helpful, and we ended up walking away with a color choice that we really wanted, but probably would have been too afraid to jump on. We're so excited for our new couch. Everything was so comfortable. We got to try as many things as we wanted. Play around with ideas and the fabric choices are awesome.

We have been West Elm customers forever and after leaving Interior Define, we decided to quickly compare and contrast to make sure we weren't buying based on emotion. Onto CB2 and everything was boring. Bland. And very hard and uncomfortable. And West Elm, while we still love them very much, their choices in couches just weren't there for me this season... and I asked them if they had a new shipment coming in and they said not until mid next year. So interior define really hit home with what we needed for style and performance and we could not recommend them more to anybody else. Willing to spend a couple extra bucks with the return of a solid warranty. We felt cared for...

My couch (a "Ms Chesterfield") was delivered a few weeks ago, and it's fantastic! Exactly what I was hoping for - beautiful and comfortable :)

In addition to the finished product, the customer service journey has been a cut above from the very beginning - being able to visit an actual showroom in person, chat with several people, and then having a regular thread of email updates and communication from the Interior Define team were all exactly what one could hope for. The entire process reminded me more of good ol' fashioned 20th century customer service...Which is a very good thing compared to 21st century, for better or for worse!

On top of that, even the white glove delivery service utilized was superlative - they were communicative, efficient, polite, and professional - even to the point of removing their shoes by their own initiative when they noticed I had shoes by my doorway and didn't wear any indoors. My only regret is that I didn't think ahead and have cash on hand for them as a tip - I truly hope they're compensated more than fairly.

The only constructive feedback I'd add is to reiterate that I'd hope Interior Define looks toward more domestic manufacturing in the future, like some of their competitors, as the writing is on the wall about offshore manufacturing given the geopolitical, environmental, and public health trends of the future. That being said, other than the long delivery times due to Chinese manufacturing delays + shipping delays, the quality is excellent and equivalent to anything produced...