Cushion Source

I have purchased from cushionsource several times. The latter instance I was somewhat disappointed with the result, and even more disappointed with the company’s response when I contacted them. The bench and chair seat cushions are designed with a basic flaw, which they were utterly unwilling to accept or even acknowledge. Namely, the way they wrap the additional «upgraded» padding around the foam causes one side of the cushion to be rounded and look rather inelegant or even deformed (certainly not professional). If there was a way to post photos here I would.

Very disappointing. I attempted to order a custom body pillow for my husband for Christmas from this company, after liking the patio pillows they made for me. The pillow was expensive, but hey, it was a gift, so why not splurge? And because of my earlier good experience, I thought it would be better than trying a local seamstress. BIG mistake. First of all, they are slowwww. Weeks and weeks to make a pillow. The pillow finally arrived shortly before Christmas, and despite the fact that I’d been very clear about the specs, it was stuffed to the brim with hard foam. When I complained, they asked me to mail back the cover, saying they’d make a replacement inner pillow with different fill; but from here on out, communication was terrible. I assumed it would be a rush job, still fulfilled by Christmas; it was only after a few (frustrating) phone calls that I was told there was no way that could happen, because apparently there’s some sort of rocket science involved in making a interior pillow.
Fast forward several weeks, and the replacement pillow arrived… STILL STUFFED TO MAXIMUM CAPACITY! I emailed, and they suggested (seriously) that I cut the pillow open, remove the stuffing, and resew it myself. Mind you, I paid nearly $ 100 for the darn thing. When I wrote back and said that I was a little surprised they hadn’t at least offered a discount for what was their screw-​up, I got a huffy email back that tried to put the blame back on me, with the excuse, «Our production teams are used to sending out orders with fabric that is taut not loose.» Um, yes, but aren’t you a CUSTOM PILLOW COMPANY? And shouldn’t someone have explained to them how much/​little the pillow should be stuffed considering the fact that it had already been screwed up once? Needless to say, after the way they handled this, never again.

Wow! Thank you Cushion Source team.
I ordered 3 custom-​sized bench cushions with a Sunbrella fabric. They arrived yesterday, well packed, perfect in size, and I love how they look — from the edging, to the hidden zipper, to the detail of the low key CushionSource tag. Could not have asked for more. Thank you.

I recently ordered a single window-​seat cushion, rectangular with welting. I used my own fabric. I’m kind of a sewing dope, so I called a few times to ask questions about measuring, etc. Every time I called, the answers were crisp and the rep was pleasant and helpful. After I shipped the fabric, it got delayed thanks to the US PO. Shay emailed to tell me that though they had received my order, they had not yet received the fabric. I explained what was going on with the PO and he promised to let me know as soon as it arrived, which he did. I also had a number of email interactions, including a request to ship back my excess fabric, which they immediately agreed to do.
The cushion arrived in a few weeks and it is perfect. My excess fabric was enclosed. The price I paid, even when you add the cost of fabric, was just a little more than half the prices I was quoted here in NYC for labor alone.
I had one complaint about the transaction, which is the reason I am giving 4 stars instead of 5, and it involves the shipping. The completed cushion was not shipped in a box, but rather wrapped in heavy duty plastic, probably because it is large (80″). It was miraculously undamaged, but anyone who’s seen what happens to packages during transit knows what a risky move that was. I would nail down in advance that your cushion will be shipped in a carton. Otherwise, I highly recommend Cushion Source!

The way that cushion source has reached out was the response in email which was as follows:
Hi Joann,
You placed an order for 2 sofa cushions (2 seats) per order… total 4 cushions. See excerpt from your order below:
Custom Replacement Sofa Cushions 2 Seats
Estimated Ship Date: 4÷8÷2014 Item #:
CS-​DMSHG 141.06 2.00 282.12
Item Options
Style: Boxed Edge w/​No Welting
Shape: Rectangle
Front Corners: Squared
Back Corners: Squared
Set of Cushions: 2 cushions at 13″ (34 cm) each
Total Width: 26″ (67 cm)
Depth: 22″ (56 cm)
Thickness: 6″ (16 cm)
Fabric: Microfiber Velvet Chocolate (HTSCH-​107)
Fill: Deluxe Indoor (Foam + batting)
Tufting: No Tufting
Closure: Hidden Zipper
Ties: None

Thanks,
Shay
Shay Thornton, Customer Service /​Sales
email:
office: 800.510.8325 ext: 120
address: 3180 Wetumpka Hwy, Montgomery, AL 36 110
web:
SECOND RESPONSE FROM SHAY:
Hi Joann,
I apologize for the confusion but the description of the item you ordered does state (2) cushions. We don’t question internet orders that the customer inputs unless there is a discrepancy. We create what you input… custom cushions per your specifications.
Regards,
Shay
Shay Thornton, Customer Service /​Sales
email:
office: 800.510.8325 ext: 120
address: 3180 Wetumpka Hwy, Montgomery, AL 36 110
web:
Apparently Gerry and Shay have different ideas of «reaching out»
As you can clearly see the response was one of indifference until I left this review. Shay had also highlighted the line «set of 2 cushions at 13» (34 cm each. The other «attempt» to reach out to me was to leave a voice mail at my office.
I have a dog with a fixed leg that has fallen from the sofa after I attempt to use the cushions — they inevitably roll him onto the floor.