The Luxury of Leather

I purchased a sofa, love seat, and recliner made up in a leather I chose at The Luxury of Leather’s Plano location several years ago. I like the quality of the leather on the sofa and love seat, but whatever they used on the recliner does not match in some parts of the item. A lighter colored piece of leather was used on half of the arms and back, which makes the whole chair look odd. I asked them to either remake the chair or fix it. Of course, they preferred to «fix» the mis-​matched leather colors by just using a leather cream to «blend» the colors. It looked only somewhat better after their attempt, but the leather returned to its original mis-​matched appearance within a short time period. I told them that if I’d seen it made up that way on their showroom floor, I wouldn’t have bought it.
I chose medium firmness on all the cushions of all the items I bought. The recliner is considerably softer seating than the sofa and love seat. The stitching is different on the sofa and love seat, so I presumed that was why they seemed so much firmer, and frankly, uncomfortable to sit on, similar to sitting on the floor. I called and asked them to put softer cushions in the seating of the sofa and love seat, and the response was that they would soften after use. I explained that we didn’t sit in that room a lot, and that it could take a very long while to soften. Then he said they’d send some guys out to walk on the cushions to soften them. I was concerned that the stitching and zippers on the cushions would be stressed with a couple of men walking all over them. Taking the cushions out of the leather and reinserting them would be really time consuming and probably wouldn’t be a great solution either due to stressing zippers and stitching while pulling the cushions out and putting them back into the covers. We decided to allow them to try the walking routine anyway. It didn’t solve the issue. I called back several days later, and the salesperson was snippy and said they «wouldn’t just come out on a whim» to fix the problem. VERY RUDE! We decided to just live with the cushions and hope that they soften up, but to never return to this store. They have remained overly firm, I might add, years later.
In addition, he had offered a referral fee of $ 50 if we sent them any business. Our daughter had gone in and ordered a sofa and love seat during the time period that we were trying to get problems fixed on our pieces of furniture. The referral fee was never paid to us. The salesperson was very unprofessional overall.
Also, our daughter’s items arrived with deep dents in the leather on the corners. She asked them to do something about them, and they came out with something to apply heat to the dents. She said the dents are still there years later. Very disappointing customer service… :-(