I also have a problem as-yet conflicting with Gardner White. Our couch is 11 weeks old and also the pillows are completely smooth. They could not be fluffed up. It feels as though you're resting about the body of the couch or even the ground. The stuffing is just a bit of foam having a small batting wrapped around it. There's insufficient stuffing. Additionally, while using the arm-rest you are able to have the wood-frame of the sofa. It's really unpleasant.
I also had the uncomfortable connection with speaking with Ms. Preston and another supervisor. They'd a quick speaking man emerge and brush-off our issues stating there's "no companies flaw". Problem? There isnot actually an effort to solve the problem.
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