Interior Define — Local services in San Francisco

06/27/2021 - 01/15/2022

Final Update and Overall thoughts;

Customer Service: Three Stars User Friendly Websites: Five Stars Order Tracking: ZERO Stars The Couch itself? : Four Stars

The Ainsley Sectional in Ecru Monochromatic Plush, We got the basic down so it’s firm but not so firm it’s like a waiting room couch. I’m sure after a few months the couch will soften up.

The delivery service used was fast and efficient. If you don’t mind waiting between six months to a year for your couch and you like their styles I recommend ordering from them.

My Biggest and overall complaint is the lack of communication and an accurate tracking system. Any time I wanted an update I would have to message/call/email customer service to get an idea of where our couch was. I understand with COVID there will be issues, totally okay, what’s not okay is the company not having any idea where or how long a product will be in a certain stage of production. And if the Lead time is as long as I have to weight, they should update the site.

Update 12/08: Was just informed we will not be getting our couch until 02/22 EIGHT months after we ordered it. It also took until December for the tracking to accurately represent where our couch was. Another interesting fact I noticed my review does not show up for my other gmail accounts.

Ordered my 2900 dollar couch in June 2021, it is now 09/22/2021 and their online tracking system is not accurate nor does it update at all. I call, email every week and no one can give me an actual time frame of when we will see our couch just the same copy and paste. Last I checked I was told December. DECEMBER, from other comments I may loose 2900 get a poor quality couch and not get it until the following year. We don’t have a couch in our living room. I should’ve just ordered from West Elm or Pottery Barn again. I have been without a couch since June 2021 Don’t waste your time or money.

Oh and if I want to cancel, we have to pay 1500 dollars half the couch, for taxes and the delivery fee. So you have been warned.

Update 9/28: from the original estimate of it being delivered at the end of October beginning of November , I was informed through email it is looking more at the end of December or January.

Update 11/09: As of this moment I have received a 15% percent refund due to the delays. It is now confirmed I will not get our couch until sometime January 2022. So from 06/27/2020 to 01/2022 (what specific date to be determined) for our order. Not only that, their online tracking system STILL has not updated from the below picture. I am exhausted, it is incredibly hard to be without a couch with a baby to NOW a toddler, now we will go through the holidays without communal seating. I will let you know if I get our...

UPDATE 2nd October 2023:

I have today learned that the company responsible for handling the assets of the previous owners of ID has deemed that no further claims will be paid.

“The Assignee has liquidated all of the Company’s remaining assets and has reviewed all claims filed in the ABC. Unfortunately, the secured claims in this matter significantly exceed the liquidation proceeds. Therefore, there is not expected to be any distribution to unsecured creditors in this matter.

THE CASE IS NOW CLOSED.”

I am now stuck with a lounge chair (and have been for approximately 18 months), with a tear in it, and replacement covers that are incorrect and do not match. So I am pretty upset and super frustrated that no one seems to care.

I have no recourse except to spend THOUSANDS on re-covering the entire chair (which I cannot afford do), because someone sent me the wrong covers. I’m guessing the fabric was discontinued after all and I was sent the closest thing. I paid in full, and wait for almost a year for these. Apparently I can’t even send the incorrect ones back for a refund.

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I wish this was a new thing, but this has been happening now for YEARS.

I went through waiting for a sofa and replacement parts in 2019 and 2020 and it was a nightmare. This year, despite my reluctance, I needed to purchase some replacement covers for another piece (an order made a few yrs ago that went really well!), and made the purchase in APRIL 2022. I have had no communication pertaining to my order for months and I cannot get through to customer service. Even chat times out. I am reluctant to email as during 2019/2020 it took them 2-3 weeks to reply, unless I spammed them and had an email chain already active.

I was promised a short(ish) turnaround on these replacement covers and was told I made the right decision as the fabric was to be discontinued. Well. If I have missed out due to this ongoing total mismanagement, I would like my money back. I am so done. NEVER again. I guess I just have to cope with...

I'll preface this by saying that I've tried for a couple months to get this review posted on Interior Define's website with out luck (they claim it hasn't been posted bc of a 3rd party they use to vet reviews, of which they have no control over...). It's for a Jasper Sectional couch, do not buy it.

I actually bought my first couch from Interior Define in 2021 and absolutely loved it, oh how things have changed. The back cushions were dense, heavy, and incredibly supportive. They never lost their shape, even with daily use. So when I needed a larger version, I went back to Interior Define. Yes, I knew the company had changed hands and switched manufacturers but I gave them the benefit of the doubt.

I even visited the San Francisco showroom and confirmed with the staff that I could order the exact same couch, just larger. They had access to my original order and said they would match every detail, including the cushion fill. I double checked everything before placing the order. I was told nothing had changed.

That was a lie.

What I received was nothing like the original. The back cushions are shockingly flimsy so light that my one year old can pick them up and throw them off the couch with ease. When you lean back on one side of a cushion, the other side flips forward like a seesaw. There’s zero support, and they instantly lose shape. It’s hard to overstate how cheap and insubstantial they feel compared to the originals.

Interior Define eventually offered a 15% discount, but honestly, it feels like a consolation prize for being misled. I’m not writing this to get more money I just want to warn others. If you’re thinking about spending serious money on a mid-luxury couch, look elsewhere. This is not the same Interior Define...