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Overall my experience was positive. I accidentally selected to pickup my item and e-mailed their customer service to adjust my shipping method. They got back to me within a couple hours and adjusted my shipping no questions asked. I then followed up to ask for tracking information and to coordinate my delivery because I was going to be out of town for a few days and they were quick to respond and ensured my order delivered before I was going away. The couch is great. Much better than the pictures show, in my opinion. The linen colour is much lighter and very beautiful. The couch is very comfortable but it likely isn't a couch I would recommend sleeping on overnight regularly because it is so soft.