Bests & Worsts Reviews from Amazon

I actually LOVE this sofa - it's amazingly handsome, looks really great with my Target wicker patio furniture, is very comfortable, and is long enough that I can sleep on the patio with it. I actually would like to give it five stars. However...I took 1/2 a day off of work to receive this item because it is such a large object and had to be delivered on a moving truck with two guys to carry it, signature required. So I lug this monstrosity of a box onto my patio by myself (77lbs) and unpack it, only to find that it included four bottom cushions and two upright cushions instead of three and three. I thought this would be an easy peasy fix - I would contact Amazon, and they would just drop ship a new cushion. I contacted Amazon, who recommended I first contact the manufacturer to have it corrected under manufacturer warranty. But Amazon IS the manufacturer! I got on live chat with a customer service representative whose full attention I clearly did not have as evidenced by the very long delays in response times between questions. She indicated that I had her full attention, which could not have been true (was she helping multiple customers at the same time? Playing Words With Friends? Making baked Alaska while working from home? Alas, we shall never know). Amazon informed me that it is their policy that they do not send individual parts, but instead I would have to return the entire sofa and they would send me a new one. I tried debating that this makes no sense at all that Amazon would waste the money for shipping two more times when the reasonable, economical, and convenient alternative would be to just send me a cushion. Well, that is not their policy, and they wouldn't budge. Amazon offered for me to purchase a new set of cushions online myself, and they would overnight the purchase and refund me $30 for my trouble. A generous offer and reasonable alternative. The problem is...they don't sell replacement cushions online. So while I appreciate the offer, I couldn't benefit from it. So returning it for a replacement was the only option I was afforded. But if I did return it for a replacement, I would have to be home to receive the new item, resulting in another 1/2 day's work missed. I even offered to drive to my local Amazon distribution center and pick up the solitary cushion myself, to which the operator replied (approximated quote), "you can try doing that, but it will probably be a total waste of your time" (much like my conversation with her was). I wanted to speak to a supervisor, so she took my number and they called me within 10 minutes. Wading through the heavy accent that I could barely understand (and I'm a former speech pathologist!), I debated my solution. No matter how I argued my point, they stuck to their ridiculous policy that the item has to be returned in its entirety, and they refused to simply send me a replacement cushion. I even mentioned to the supervisor that I would be saving Amazon money with my solution, and although he admitted that it is very costly to ship large items like that (times three), the policy is the policy, period. So he offered to set up the delivery date for the new sofa, and would also set up the pickup for the sofa that is missing one little cushion. I declined his offer. The amount of frustration elicited by one tiny little missing cushion was enough for me to say screw it, I'm returning this thing to Amazon for a full refund and will pay the $200 extra for a different brand from another store. I can't even tell you the amount of money I spend at Amazon on a weekly basis, but I am going to start rethinking this. If they can take that big of a financial loss by paying for shipping three times when the alternative would have been much more economical, they clearly don't need my money.