I used to work for Interior Define (I designed the stores) and my sofa is from them. (Also disclaimer, the company was sold since I worked there so things could have changed though from what I’ve heard they do use almost all the same manufacturing facilities so quality shouldn’t have changed much.) I think they make a very high quality product, I’ve seen a lot of it in person and now have had my sofa for almost a year and love it. It’s a little hard to compare it to other made to order products since no one else allows as much customization as they do except much more expensive to the trade only custom options.
1-I’m surprised people don’t think their options are firm enough, I actually think all their fill options lean quite firm. I would highly recommend your client go to a store if they live near one to select which fill they would like.
2- I’m curious what happened when you called the rep, also happy to try to answer whatever you asked the rep about competition. At least when I worked there, they really struggled to label who was even their true competition since their product offering is so different from other brands.
3- Their upholstery product is completely custom so restocking essentially isn’t an option (except on their quick ship items) so to me the fact that they even allow restocking is kinda amazing.
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