Business ProfileforRoche Bobois

I purchased a couch from Roche Bobois on August 1, 2021. I purposely looked for seating that I could try before buying, to determine the comfort of the couch. I suffer from poor posture that has affected my back and want a couch that is supportive of my back and efforts to improve my posture. The customer service I received at the Tysons Corner location was excellent. I was warned that due to the global pandemic it could take as long as six months to receive the couch. I received the couch approximately five (5) months later. The couch is similar to what I ordered, but I noticed a problem almost immediately after it was delivered. The back cushions of the couch do not provide anywhere close to the same support of showroom model that I tried in the store. I have been working with Roche Bobois since December 1, 2021 to get this problem fixed. THE COUCH IS NOT USABLE. I am using an outdoor bench originally bought for my deck as an interim replacement. After sending out two technicians to look at the problem, they indicated that they believe that the inserts maybe the problem. I disagree, but agreed to try new inserts. On March 21, Roche Bobois indicated that they were sending two new inserts. I have had multiple conversations with Roche Bobois and no one has been able to tell me when these inserts will arrive. It has been over ten (10) months since I order the couch and over six (6) months since it was delivered. There has been NO APPARENT movement on this issue. I requested 3-4 yards of the same fabric and $170 within so I can make my own cushions. Fabric is easy to produce and ship and think it could be sent in no more than a month. I thought Roche Bobois would be very happy with this compromise. Instead they indicated the inserts have shipped, but have not been able to tell me when the inserts will arrive despite multiple calls. I want this resolved, but I am stuck in a never ending conversation with customer service. I STILL USE MY COUCH.