Intermountain Furniture Manufacturing Co — Local services in Salt Lake City

Our custom-ordered sectional has been a source of frustration and disappointment. The quality control is among the worst I’ve experienced from any type of product. The months we spent researching brands to find a higher-quality, made-in-the-USA sectional and the months we spent waiting for our custom order all seem like wasted time. And I wish we would have spent our hard-earned money elsewhere.

The main cushion of the chaise section was delivered with loose thread ends on nearly every seam and a pattern imprinted in the fabric on top. None of the connectors between sections were aligned. The frame on the end of one section was twisted and out of square.

We live in a rural area two hours away from the dealer on the other side of a mountain pass, so nearly any warranty service costs me a day of my time and the price of fuel to pull a trailer over the mountain. We were sent a new cushion cover for the chaise which we appreciated. I had to unscrew and reinstall all the section connectors myself. I have the tools and aptitude but wasn’t too happy to be running screws through a new, $3000 couch myself. We decided to see if we could live with hiding the out-of-square frame end in a corner.

After less than a year of use, the chaise section of the couch was creaking loudly every time we got on or off. I loaded it up and took it over the mountain for warranty repair. I stuck around for the beginning of the repair and got the see the frame when the fabric on the bottom was removed. It looks like my couch was built by someone who was drunk. Along the length of one frame member, the line of fasteners was so crooked that half of them were barely into the member or not in it at all. The repair tech at the dealer (who has been very helpful) did their best to address all of the construction issues they could find to see if it would stop the creaking. During the appointment I also mentioned my concern about the construction quality based on the out-of-square, twisted frame on a different section and it was suggested that I go ahead and request a replacement for that piece. I agreed in case we ever decide to move the couch somewhere that I cannot hide that defect in a corner.

As luck would have it, the twisted section is no longer made and I was given a check for $300 to live with the defect. The chaise lounge was quiet for about a month but is now creaking loud as ever. I don’t hate the couch- it is comfortable and attractive. I also appreciate customer service working with me as much as they have. But I have no confidence that the sectional is of high enough quality to last any longer than the cheaper options we were trying to avoid. And it sounds like a couch ten times it’s age.

2024 Update:

The bottom of a vertical frame member has worked itself completely free from the rest of the frame and is now threatening to push through the fabric on the back of the couch. This is the least-used section of our couch. I called Intermountain's customer service to see if they could help me. I was encouraged when they directed me to the dealership where I purchased the couch and stated the frame has a lifetime warranty. My elation was temporary, as the dealer informed me the warranty will only pay for the cost of the frame member (I'm guessing less than $10), but I'll be on the hook for the $50/hour labor fee. Frustrating.

2025 Update:

I discovered another piece of the frame has separated, nails protruding from the frame have torn the fabric in one spot, and the fabric has begun to separate in another spot. This couch will likely be in the landfill in the...

After a great deal of research into manufacturers, and several stores telling me how awesome intermountain is and rhis new fabric...I bought I this couch I lived, after all, I was told it would be easy to maintain and spot clean. I called intermountain to make sure I used the right cleaner and they told me pay someone, you can't spot clean it....what. within a couple of months, the fabric began to pucker then the cushions collapsed. After watching it fall apart for 7 months, I called the store. That was 6 months ago. They got 1 response from the intermountain rep when they messaged her that said get the fabric stretched on the arms. The store said what about the cushions...crickets, for months now. I kessaged intermountain and they said they would look into it from their end and then again crickets. Now I am left woth a couch and love seat, 1 year old that looks 10years older than my 17 year old couch They may have hardwood frames but the foam and the fabric is garbage and they don't stand behind...

I love everything about our couches. Very sturdy and lovely to look at. Unfortunately the seam in the back of the couch started splitting in two places, between the 1st and 2nd attached pillow and between the 2nd and 3rd pillow. The split goes all the way down the back on the front side so it's very noticeable. The love seat is doing the same thing right in the middle. Plus the couch has loose thread coming out everywhere. I cut one off and it left a small hole so I just leave them be. Weekly more thread/strings are forming. We purchased it in June 2017 and it's no longer under warranty. Our only option is to bring both pieces to the company to have them look at it, and decide if they will repair it or not, we live 150 miles away. Seems like a long shot hauling both pieces that distance to the factory and to have them tell us they won't do anything about the fabric flaw. Very disappointed in the customer service and the quality of the fabric used on...