Absolutely shocking. We ordered our couch in October ‘23. The couch arrived with a large hole in the back as well as a rip on the leather in January. They replaced this in March but the couch that arrived was the incorrect pieces, again to be replaced in May. This time the entire couch was ordered as the wrong orientation. AGAIN to be replaced. It arrived on a Saturday and once we unpacked it we noticed that the corner chaise was very clearly used. The leather was completely worn and detached from the cushioning of the couch. It looks totally out of place with the rest of the couch. By Tuesday we decided that no matter how defeated we have felt from this process, we as the consumer are entitled to have the couch we paid for. So we called the Ballarat store and spoke with the manager - she reported back a few days later with the news that apparently this is normal and what they would expect of a brand new couch according to their customer service line. We were put in touch with customer service via email for them only to tell us that it is normal for this piece of couch to be worn and loose. We explained that this has not been the case with the 3 other (incorrect) couch deliveries. They again reiterated that this is normal and all of there displays look like this. All I can say about this is that we bought a “brand new” couch, not a display and would expect that it would look brand new. This is a $6000 couch and honestly it looks like we have purchased a second hand couch for the shed.