LOUNGE

We ordered a sofa at the Kingston branch of the store, Lounge, whose representative in the High Falls store helped us at first. Then we finalized the order with Don, the owner of the two branches. The sofa we ordered was in all $5,500, a considerable investment. We received it on time, the delivery company was prompt and courteous as well as efficient (AGS). When the sofa came, I noticed that the flanges on the knife-edged pillows were narrower than we had ordered. Although we had not specified a measurement we required (a mistake!), we did clearly specify (and the owner agreed) that the flanges be the same size as those on a model on the floor. When I called him to let him know, he said he would measure the model on the floor. He emailed back that the flanges were just 3/8". Ours varied from 3/8 to 5/8," but I suggested we stop in with a pillow. He said Lee wouldn't do anything, but he would try to make it right. When we got there, he steered us to a different piece with much smaller flanges to show us we were wrong. Maybe the edges looked different because of the fabric., he said. This had never been mentioned as a possibility when we purchased the sofa. In general, he made light of the problem and intimated that we were making too much of the matter. As we looked past him, though, we saw the original model we had referred to. Indeed, the edges were much wider and provided the modern look we had hoped for. We pointed this out to him and again he referred to the difference of fabric and made it seem as if we were asking too much of him. He offered to give us a credit, which we turned down immediately, even before he said how much--we knew we'd never do business with him again! I asked if we could pick some pillows and he averred that some were too expensive. He picked one that was relatively inexpensive, then gave us another one after I asked for it. This amounts to a small amount (retail value $120 for the two) considering that for me the look of the couch is compromised. We seem to have no recourse, and so I've chosen to write this review. If he had been more understanding of our position and willing to try to help us remedy the situation (we would have gladly sent the pillows back for adjustment), we would have been satisfied. Instead, his attitude was off-putting and not conducive to a pleasant purchasing experience.