Cushie Avis 127

While I think the product itself is really cool, the customer service / sales piece of Cushie is absolutely atrocious. After a couple of messages exchanged, Cushie completely stopped communicating with me and now I'm left with product that I want to return AND an incomplete order as well (oh yeah, and zero communication on when or if the 2nd order will ever be completed either.) Incidentally, I placed that 2nd order because Cushie's customer service team stopped communicating with me about a return/refund on the first one (my foolish mistake on that). And yes, I've read the comments on here where their Customer Service tells customers to limit conversations to one customer thread so as to cut down on confusion / enhance response times and honestly, I find that even more frustrating. I do not think it unreasonable for a company to respond to a customer's request in a timely manner. If I fail to do so in my line of work, I lose business... and yes, I'm guilty of starting several threads with Cushie myself precisely BECAUSE they stop communicating. If ANYONE at Cushie reads this (which I doubt): please contact me to resolve this ASAP. Your website says that the return process is easy and I'm sorry, but that's a straight up fabrication... In fact, it's anything BUT easy. Again, cool product, but absolutely nightmarish customer service makes this one of the worst purchase experiences I can recall and that's saying something. Zero faith that my problems with Cushie will be resolved. None whatsoever...

The product and delivery service are excellent no doubt but the inability to contact anyone in a timely manner is abysmal
Five days after i started sending messages before ingot a reply and honestly it was just to say they had sent out for delivery ingot an email afterwards addressing my problem and just could have been taken care of by a simple response four days before
Sam

Loose and floppy
When you sit on the sleeper sofa, it feels like it will fall apart. It is not sturdy whatsoever.
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Someone replied to this from Cushy but there is no where to respond to them, so the help feels null.

I was so excited to be receiving my Cushie sleeper sofa, but only two of the three boxes arrived from FedEx. I tried reaching out to Cushie via chat, email, and the online form, but have not received a response - not even from the chatbot. This is very worrisome. There is NO PHONE NUMBER anywhere for this company. You are alone. I only have the arms and the back to my sofa. Now what do I do? Fed Ex claims it was all delivered but there are only two boxes on their delivery photo, not two and Cushie's site also claims it was delivered.

Can’t get costumer service to start the return process. Has been sending multiple emails and once I explain I want to return they just stop answering. Don’t be fooled by their return policy

Edited after the response- I emailed every day since Monday, didn’t hear back once. Only correspondence was trying to convince me to keep the product once I said I’m not interested your representative stopped answering for 6 days now

Update: After waiting for many days for a response, I finally was able to get a refund.

It would help with customer trust if you had a phone number or at least had an internal deadline of getting back to customers in 24-48 hours.

Also, the only reason I had to reach out on multiple platforms is because email did not work.

Do not order from this company. worst customer service that i have ever encountered. There is no phone number and they do not reply to any emails whatsoever. I would give them 0 stars if i could. On the day of my ordering i noticed that they had my old address for delivery so i sent them a text with my new address that day and days afterward. no reply. guess what? Today they sent it to my old address. save yourself, don't deal with this company

Cushie confirmed that they had delivered our sofa but had only sent us the sofa arms. The arms documentation that came suggests they’re also sending us the incorrect sized sofa. This is appalling for the price of the product.

I ordered and paid fully for a sofa in Dec 2025. It was supposed to be shipped on Feb 1, 2026. I have tried since that day to contact the company, and no one answers the chat or emails back. I have not received any updates since the order went through. I am concerned that this is a scam (despite the good reviews), and that I will have to get my money back from my credit card company. I will adjust this review if this gets resolved as I do want the sofa. There is no phone number to contact anyone either.
Update-2/4- after three days an AI sent me an email. Still no actual contact from the company. I’m having the transaction investigated. 2/8 - I cancelled the order and received notification that the amount was refunded. It has not shown up in my account despite two emails swearing it was already done. I appreciate the note from the company (see below), but if I have invested 1000.00 prepaid, I should receive occasional updates about shipping and the current status. The agent who claimed the refund was done also claimed that an email was sent about possible delayed shipping but it “kicked back”. I am inclined to disbelieve this as the receipt for purchase came through no problem. In addition, a six week “delay” is significant problem, more than a “delay.” I didn’t even get a note from the agent until I requested a charge back and then it was only an excuse.

I ordered my sofa couch from cushie based on their guarantee policy.
I received my order just over 2 weeks ago a couple of days before the end of the year.

I didn’t even take all the plastic off because I could see immediately the color won’t work in my space. I reached out immediately asking how to return it for a replacement of a different color.

No response for over a week after 3 emails. When she responded. She didn’t answer my question. She suggested I reach back out in late January to purchase a slip cover. I’ve responded to her multiple times asking how to get a replacement along with asking for a phone number to speak with someone directly. No response. It’s been over 2 weeks. They do not have customer drive and it looks like they don’t back up the 60 guarantee that is being advertised.

I’m very disappointed.

I love my Cushie sleeper sofa. Easy to set up. Attractive design and oh so comfy. Converting to a bed is simple, and the mattress is comfortable with no painful support bar. Also, the fabric is sturdy and spillproof, an additional plus.

Very helpful and responsive customer service

Superfast delivery, very well made product that fit my needs perfectly! I purchased full size sofa bed in beautiful blue and it fits my zen room perfectly!

I bought a Cushie 2 Seater sleeper sofa for a meditation/reading/guest room. I was looking for something comfortable to meditate on, as well as comfortable to sleep on for overnight guests. This has worked out very well on both counts. It was easy to put together, is very comfortable to sit on, super easy to open for a bed which the first guest said was very comfortable. I did have a bit of a delay initially in shipping, but when I contacted Cushie, they resolved it immediately. I was really impressed with the customer service and would recommend this product, for sure!

We host a lot of guests, and I have always struggled with how to make our playroom more "user-friendly" for more than one person to stay there. I was thrilled to find a company that produces exactly what I was wanting to find - a couch where the entire couch becomes a bed. I wanted something where a couple wouldn't have to sleep on an air mattress, where they could each get out on one side without crawling over someone, but without taking up floor space with a bed that only gets used sometimes. Cushie solved all of those AND it fits in the space I wanted to put a couch perfectly—bonus points for how comfortable it is to sit on.

Just received it and super easy to set up. Feels comfy on the first sit and excited to see how that evolves over the next few months.

great product, quality packaging

So glad that I could find a sleeper couch that had healthier fabric mentioned in the details.

Easy ordering! Prompt delivery! Quality product! We love our new Cushie!

My experience with Cushie was great. The website was easy to navigate and had thorough information, instructions and reviews to look at before purchasing. Ordering was easy and the company communicated well about shipping and delivery. I received my product quickly and it is exactly what I was looking for.