This mix-up may have been a blessing in disguise. From reading your post, I expected to see a awful color, but when I looked at it, I liked it alot. From the two pics that Squirrel Photoshopped, it confirms just how much nicer the the darker sofa is. Besides it will hide any dirt better than the lighter one especially with two little tots (that's something I factor in to almost everything I buy).

The darker one is richer looking and helps to bring out some of the darker pieces in your room (fireplace, photos, plant, and you can always mingle lighter pillows with the darker color.

You got what you wanted, except with a darker, nicer color fabric to boot. I say, keep the dark one and no discount is deserved.

Yes, if Squirrel's swatch is close, that lighter sofa wasn't nearly as an effective choice as the deeper color. You may have avoided a furniture snafu that would have been an expensive mistake.

Red

Hmmm, I agree this discussion is very interesting!

I also agree with Carole--in this situation no matter if the couch as delivered is something the buyer likes, it was NOT her choice. To say she shouldn't notify the store, or that she is taking advantage or that she is actually benefiting is to ignore that her order was not filled. That is the simple truth. The OP did not spend a non-trivial amount of money to choose THAT couch. Period. And thus as a consumer, she didn't get what she paid for. Her choice was not honored and the product she selected wasn't provided.

Also, this point has been raised several times:

"Sorry if this hurts your feelings, but I really hope that there is another family out there who is still waiting for its perfect darker-colored sofa and that the store realizes the mixup"

The OP noted that the stock number for the fabric on the couch has the last 2 digits transposed. It seems unlikely to the point of impossibility that there was a switch; clearly the error was in the transposition of the upholstery fabric code. Whether that happened when it was ordered by the sales staff or at the factory where it was processed is unknown. But this clearly isn't a case of a switch, just a mistake.

The transaction hasn't been completed yet, as the wrong sofa was delivered.

While it may be or seem more likely that the number was transposed for the order, it is also possible that someone transposed it somewhere else along the line, when -02 was intended to go to another customer. That's not for anyone else to decide. The store should be made aware there was a processing error, of some sort.

I don't think it matters what the problem was. It's an imperfect world and the order got mixed up. They're not done yet. What we were talking about was how much she should be compensated because they made a boo boo. She did ask what would be a fair amount. Some of us don't get the need for payment. Her purchase is not going to be a consolation prize -- for $3500, I think she'll choose the sofa she prefers. Would you spend $2800-$3150 for a color you don't want, just to save $350-$700?

Reminds me of the recent thread where all the kids going to birthday parties today expect to get presents too.

I can imagine accepting a small courtesy consolation, maybe $100 off, if there's a significant wait for the ordered color. That can be a pain, esp with the holidays coming up. But $350-$700? I don't think so. Gads (love that word, newdawn!) I waited nine months for my one-day window installation from the HD. It was all I could do just to get my windows -- and no one mentioned any kind of a discount!

Probably not up for repainting your EK, but it could also depend on where you like your lights or color.

{{!gwi}}

"I waited nine months for my one-day window installation from the HD. It was all I could do just to get my windows -- and no one mentioned any kind of a discount! "

Will HD be your first choice when you do your next big project?

A discount would not have changed a thing. They don't know what the hay they're doing, ordering or install-wise, and I would never trust them with anything else again. The whole job was in process for nine months, so it was a tremendous inconvenience and an enormous waste of my time and energy. They could have given them to me for free, along with the Moon, and it would not change things one bit.

I totally understand the concept of appeasing, or offering a courtesy to, the customer when there's a significant problem. There has been no harm done here, however. Quite the opposite, actually.

I've been watching this post with interest. Interesting that posters seem to have a strong opinion about this.

Squirrelheaven - thanks for illustrating what I thought immediately after reading the OP. To me, with either couch color, the walls look too 'peachy'. I love the sage green! I wonder how it would look w/ the darker couch?

Is EK Buttercream peachy? I get a peachy-pink thing too. I'm guessing it's in the translation, between cameras and monitors. Nothing ever comes through accurately.

{{!gwi}}

{{!gwi}}

I am in the camp that if they offer to replace it with the correct one, or if you decide you like it (and the fabric is the same grade), you should not expect a discount. It is not damaged and you are choosing to keep it despite the mistake. If it came with a tear on the back and you kept it because it would not be seen, thats a different story.

Even when I received a custom upholstered sofa that came damaged, they took it back and repaired it, but I did not get a completely new sofa or a discount, because they made good on their end of the bargain.

Thanks for the photoshopping redsquirrel. I like the green walls, but i just painted this in EK's buttercream and I am DEF not up for changing now. Its barely been a month.

I dont think someone else is waiting for their sofa in the -20 fabric that was delivered to me. I'm in Vermont and I dont think there are a TON of people around that just happened to pick the same sofa, at the same time period in the same material as I did but in a different color. Not very probable.

I'll let you know how it works out tomorrow. I am inclined to keep this color. Like I said I didnt demand a discount or even mention it. I just called to let them know that the color was wrong. I can understand not being entitled to a discount. But if they take this sofa back and sell it as a floor model they'll be giving the next person a discount. Or what if it was a factory-screw up? And the Flexsteel people made the mistake? Maybe they will charge the furniture store I bought from less for the couch and then the furniture store will be the ones benefiting? Who knows really.

I do think I should have called the store though to tell them about the error. Maybe if the error was on their end, submitting the order to Flexsteel then they need to double check their process so it doesnt happen again.

And I DO want the staple in the cushion fixed at least.

I definitely prefer the sofa in the original color you chose, but I don't think it works well with your current wall color.

I knew I'd been having problems with viewing pics but Wow, this really proves to me what a lousy monitor I have! LOL

The walls in the OP's first photos look totally soft pink to me.

Well, took another look......when I'm looking at the fireplace area the walls are a peachy pink.
Then moving my eyes over toward the sofa/curtain panels area, the walls look pink, no peach.

No matter.....from the view of my monitor, the sofa and curtain panels look good with the 'pink' walls.
I think the lighter color sofa would look like it was blending in against those walls.

But I gotta say.... I love that sofa/sectional!

I dont think the walls are peach at all. or pink for that matter. They are like a creamy yellow. But it is Ellen Kennon, so maybe the colors are just not coming out right in the picture. I think my original Cappuchino color is also darker than the swatch that is shown in the photoshopped pictures. I remember when i took the picture of the swatch it looked alot lighter, probably because of the flash.

So I think I would still be happy with the original color I choose too. but I dont want to wait 8 more weeks for another couch. I ordered this one in late August. I have a party this coming weekend and I wanted to have a couch for people to sit on. Not looking forward to the possibility of having to give it back and wait another 8 weeks for the correct color to come in. Plus this one has a fabric-protection thing applied that we paid for.

I should hear from the furniture store today so I will update again then.

Even when I received a custom upholstered sofa that came damaged, they took it back and repaired it, but I did not get a completely new sofa or a discount, because they made good on their end of the bargain.

Well, of course. But some harm will occur if khallock doesn't have a sofa for her party. And they didn't upholster yours in the wrong fabric. It was damaged...probably in transit. We are talking about a customer who has been sofa-less since August. It is fair to assume if she has to have the whole thing re-done it could take another 6-8 weeks. I don't know about you, but I'd be unhappy if I had to go four months without a sofa, through no fault of my own.

Let me try to one last time. If I were the merchant that made this mistake, I would be bending over backward to make my customer happy. I wouldn't NEED to be asked for a discount...I'd offer one. I would also bring over a piece in the original fabric ordered (if I had access to one) so my customer could make an informed decision. Because I want that customer back. Anyone who has ever "settled" for a not-quite-right anything knows that the resentment is always there, lurking. I would make certain that my customer was really and truly happy with the change, and not "settling" because he or she didn't want to be sofa-less for another 6-8 weeks.

The wrong fabric is NOT a trivial mistake...even if it turns out to be a happy one. I would make darn certain that my customer was really and truly satisfied.

Well said, mjsee.
Squirrel - Wow. I like the darker couch with the green walls better!

Actually, I think I like the darker couch better with the current wall color, too. To me, as I said before, it looks peach. But imagining it w/ a buttery yellow -- I think it would look wonderful.

I would definitely hold my ground regarding the staple, no matter what color couch you take.

Just my .02

Anxiously awaiting an update...

If you have to wait 6-8 weeks for another, I'd think they would also offer to free you from the transaction so you can move on to find something else if you'd like.

{{!gwi}}

I talked to the store owner today. He was very nice. He offered to refund us $100 if we wanted to keep this color. I told him I had to speak with my husband and see what he thought. I also told him about the staple in the cushion and he said he could come out and look at it, but I offered to bring the cushion to work with me since I drive by the place every day.

That sounds like a reasonable offer, and more what I'd expect as an offer. Keep in mind the dog hair you mentioned in the other thread. Maybe you've had it long enough to see whether it's a magnet or not.

p.s. the last image was supposed to be the unflashed capuccino color. Very pretty.

I hope you asked about the timing of a reorder. It might be that they could do better in a case like this.

If you have a light colored dog, the darker sofa will most likely show every hair. I think the lighter color sofa looks better in your room. The darker one feels like it dominates the corner it's in.

I am more than a little surprised by the reactions here to the thought of a discount. Not really sure that it matters what I or the other GWers think about a discount-- in my mind, it is between you and the furniture store, how much they want to invest in your continued relationship and how much you want to have the problem resolved. $100 isnt' anything in my mind-- and clearly there was a mistake made.. in this economy, mistakes become even more damaging as we are all being more careful about what we buy and who we buy it from. I'll leave my thoughts at that... and I hope you come to an agreement with the store that is acceptable to all.

Now all that said, I really like the darker sofa-- in fact, I think I was one who was pulling for the darker sofa when you first shared swatches. It is gorgeous and I love how changes color depending on the angle. I think it also stands up well against the rug and plays with it well.

How do you feel a few days later? Are you compromising or are you happy with it?

squirrelheaven - I didnt ask about the time of a re-order. I will though. My DH thinks I should swing by the store and pick up the swatch we ordered and take it home for comparison. I showed him your last picture and he loves the dark couch, but after seeing the PSed picture you did, he likes the lighter one too.

The back of our house is very dark and not enough natural light because we have a screened porch that blocks the light in the kitchen. Thats why we have lighter walls and we choose maple flooring over oak, and why he didnt want a dark couch to start with.

As far as the dog hair - this fabric does not clean up as easy as the same couch that we have in the basement family room. That one is your typical microfiber that is very soft. You can literally wipe your hand across it and gather up all the cat/dog hair. This new one is more like a suede and i think I will have to roller it to get the hair off.

This is so confusing! I dont know if I should keep the darker or trade it for my original color. I wish I didnt have a choice. It was hard enough choosing the color to start with.

I have a black dog (black lab). And a black/tan dog (german shepard coloring). And 2 grey tiger cats.

When I am home I love the dark couch. Honestly I am just tickled pink to have a nice new couch to sit on. I think I would be equally satisfied with the original color we choose. Although, that one might show stains more.

I called and asked how long it would take and they said any orders placed this week would come in before Christmas. Still taking 6-8 weeks. They also said that the error occurred in their store, not at the factory. They have the printout showing the correct fabric, then at a later date the numbers were changed around. And they are trying to figure out how that happened but said that it would have had to have been deleted and then re-typed in.

I like them both but honestly like the darker one they sent! I think it looks very rich looking with your rug and will do better with stains.

I called and asked how long it would take and they said any orders placed this week would come in before Christmas. Still taking 6-8 weeks. They also said that the error occurred in their store, not at the factory. They have the printout showing the correct fabric, then at a later date the numbers were changed around. And they are trying to figure out how that happened but said that it would have had to have been deleted and then re-typed in.

I'm certain they are glad you brought it to their attention. If you decide on the lighter sofa...ask if you can keep the darker one as a loaner until "yours" comes in. Four months without a sofa is a long time....

I am changing my choice, since now I know how many pets you have maybe you should choose the lighter colored couch. It will be easier to take care of.

Funky, on three occasions the OP asked what others here felt would be a reasonable discount to expect from the store, as she struggles to figure out what she wants to do. You can be surprised at some of us who don't expect to be paid every time someone makes an error, and we can be surprised at those who do feel significant compensation is due. Money and values are always a bit of a hot topic.

How much should I expect off the price since clearly it wasn't the color I ordered?

DO you think the furniture company should discount it? If so by how much? I paid about $3500 for this couch.

What do you think would be a fair amount to be refunded (if they offer)? I paid $3500 for the sectional. Its a Flexsteel. With upgraded cushions to firm.

I would have kind of expected they'd offer $100 discount, which isn't enough to hurt the store and is some consolation to the buyer, just because (of an error on their part). I don't think they need to pay a customer $50-$100/week because everything didn't go perfectly. They are enjoying the darker color and actually get to see it irl now, which is kind of a plus, esp as dh is now sold on the color the op originally wanted.

So, I guess it's between stains and dog hairs : / I hate those decisions! The time will fly. Where is your previous seating? Maybe they have something else you can use, if you don't have something. I don't think I'd risk damaging this one should you decide on the lighter color.

As far as the color goes, the darker color does feel a bit heavy in there, to me (don't see the green in it). It would be nice if it were a bit lighter. Also think about what adjustments/expenditures you might be making to the room if you keep the darker sofa. Getting a new rug, for instance, which you'd mentioned earlier.

squirrelheaven - the rug you are seeing IS the new rug. So that is staying for sure. We just put that down a week ago. The old rug was red/blue/green very dark and busy.

Previous seating is not available. We lived with a 2-seat loveseat in that room for most of this year. And just carried it upstairs to our bonuse/storage room. DH wants to use it in his "man's lair". LOL.

Did you get the sample of the original fabric? I'd like to see it in the room with the darker colored fabric.

While I do like the darker color - it is sortof all consuming when you look in the room. Maybe if you had a throw or some pillows that were lighter, etc. it wouldn't be so overpowering. What are you planning for the area beside the fireplace?

Did you ask them if you could keep the sectional until the new one arrives? Someone commented about damaging it in the 6-8 weeks it takes to get the new one, I wouldn't worry about that so much. They shouldn't expect you to have no furniture for that time period since it was their error. I would think if you keep this sectional until the new one arrives, it might motivate them to pressure the factory to rush order you the new one.

I think you should get the other sample fabric, and decide which one you like better. If you like the darker one, then you're all set, if you really think the lighter one would be better with your walls/rug/room lighting, then order it. You're going to have this piece of furniture for a long time and you want to make sure you get the one you want, and not settle for something that you're not 100% happy with just because it is physically there - otherwise, as you're rolling that dog hair off the sofa every other day you'll be thinking...hmm maybe I should have gotten the other one!

I would most definitely worry about damaging the current sofa. You'll be liable. You break it, it's yours. Be very clear and in writing what the consequences of that would be.

Well, looks like I won't have to make a decision after all. I went to the store to look at the original fabric choice today after work. I told the guy that what I ordered was "Capuchino" - well turns out that is the dark color I have!!!!!!!! I couldnt believe it. This picture shows the capuchino in the top row, middle position next to the purple and above the dark dark brown. It doesnt look anything like the couch I have now.

SO anyways, I dont have a choice about the dark color now. Oops! The original receipt I had was for the first color we ever picked out which was for a grey color called STONE. That was the -02 fabric. I thought the 0-02 fabric I had was for the CAPUCHINO.

So now I will start another thread so I can get some help with the rest of my room.

Thanks for all the input!

Top middle is *not* what you have. No where near close, and it isn't the flash. So, what am I not getting here?

What's the name of the dark brown? Did you check the pillow against the top middle and dark brown swatches? Which, wouldn't seem necessary : /

Well, it sounds to me as though the color was misrepresented and you certainly should expect some compensation. The color you have is in no way the color that you chose from the fabric sample.

Yeah, they in trouble wid this one. (Unless, of course, you're good to go with it as your final selection!)

The dark brown swatch on the bottom was a velvety material. It wasnt the same as what we picked at all. What we have is a microfiber-suede. Hold on I have more pictures of the cappuchino, and it does look lighter here.

That above is also the Cappuchino color. I guess I was just confused. I remember posting it here and most people were telling me it was not dark enough, but in real life I thought it was kind of dark. It must just look darker when you see it on an entire sectional.

Anyways, I will bring the seat cushion in tomorrow to get that taken care of (staple thru the center) and I can compare the fabric swatch to the seat then.

Sorry, but whatever the label says, that is nowhere near the same color. Does the sofa look dark chocolate like your first and third photos or lighter than milk chocolate, like the second one (which I would never call a dark brown)? Maybe the photos are nuts.

"SO anyways, I dont have a choice about the dark color now. Oops! The original receipt I had was for the first color we ever picked out which was for a grey color called STONE. That was the -02 fabric. I thought the 0-02 fabric I had was for the CAPUCHINO."

I think it only fair that we be compensated for your mistake. $5 per reply and $15 per photoshopped image sounds about right. :)

This is why it's difficult to give color advice online. Pictures aren't always accurate. The second photo you posted in your initial comment looks like the sample. You might want to try taking a picture of the samples on the sofa you have for a better comparison.

And now the flip side...

If the error does indeed turn out to be yours and not the store or manufacturer I'm curious....

those who felt the OP should be compensated/allowed to use a sofa for 8 weeks, etc. etc.,...

now she should compensate the store for the aggravation she caused them?

Right?

;-D

Looks like it is the right color to me, just different light conditions.

"those who felt the OP should be compensated/allowed to use a sofa for 8 weeks, etc. etc.,...

now she should compensate the store for the aggravation she caused them?

Right? "

Nope. That is filed under "the cost of doing business." I WISH I got paid for every time a customer caused me/my employer aggravation. I'd be a wealthy, wealthy woman.

She does, however, owe them a "my bad." And, perhaps, a plate of brownies. ;^)

Well just to be fair I dont think I caused the store that much aggravation. I was never rude to them or even expressed that I was upset. I just said that I thought the color was wrong. I called them once on Saturday and spke for maybe 2 minutes and the guy pulled the 2 colors (02 and 20). If he had told me the names on the colors then I would have known that I did indeed have the right color. Because I could only remember the name, not the color code.

Then yesterday I spoke to the owner for about 5 minutes. He didnt sound too upset. And he was only offering $100 off, so he couldnt have been too stressed out about that.

I don't feel that bad. I was nice and I did have a receipt that lists a different color from whats on the couch tag.

I WISH I got paid for every time a customer caused me/my employer aggravation. I'd be a wealthy, wealthy woman.

mjsee I am 100% in agreement with you as *I* too would be a wealthy, wealthy woman.

My comment was made tongue-in-cheek from the perspective of a merchant/shop owner, which I am.

khallock - I didn't mean to infer you were rude, not at all!

What would be nice is if customers would take a nice long deep breath and think before they complain about something. You handled the situation in a calm manner. And while you say you only spoke for a total of maybe 5 minutes, there is a lot of behind the scenes scrambling (or at least for me anyway) when a customer calls to say something is wrong. A 5 minute conversation can be hours worth of my time tracking down the "supposed problem".

My point here is to opine that we all need to take responsibility for our actions and, unfortunately I often see little of that IRL. If you goofed, so be it. But it appeared (from my perspective) the suggestions you be compensated for xyz reason stemmed from some type of anger or entitlement. Perhaps I interpreted the responses wrong, but just my .02. And I don't usually get to give my .02 being on the merchant-"customer is always right" end :-D

You shouldn't feel bad. I was teasing about the brownies. Honestly...you did the right thing venting here so you could remain calm, cool, and collected with the store.

I was referring to customers who come in guns-a-blazin'...and then realize it was their error. It happens. Everyone goofs now and again...and it's how we handle those goofs that mark us as good retailer of a bad retailer. Sounds like your furniture shop is a good one...and I'm certain they will have your repeat business. At least you no longer have to worry about whether to keep the sofa or not.

Now...about that staple in the cushion...they need to make that right.

It sounds to me like you were nice on the phone, not demanding, and that this whole color situation worked out much differently than we all imagined. I have done this myself, thought that I got the wrong item and then discovered that it was my imagining that was wrong.

And I think the posters making the jokes about company compensation were just making jokes, so don't take it personally!

I think it's kind of funny how we all get so worked up on some of these threads. If we were all standing around in a group, it would sound much lighter than it does reading it. Someone would say, "Oh, I think she oughta get maybe $300 off for the wrong color!" Then, I would say, "Hey that's nuts! She LIKES the wrong color...whatsa matter with you?" Then, Khallock would start looking at her tags and say, "Oh wait! I think 02 was the first color I thought about getting.....ooops!" Then, someone else would say....."Khallock, you goofball!"
That's how these things go IRL. It's just typed out that makes it more crazy.

My DD was loading music on her Ipod on Sunday morning and started reading this thread since I had it up on the computer. I came out of the bathroom to her saying, "What the heck is wrong with these people?" I asked her what she was talking about and she showed me the couch saga. She was completely blown away by the compensation discussion. But I pointed out, that to be fair, the OP wasn't sure how she felt about the new color. (that turned out to be the chosen color!) Anyway, it was interesting to me that she reacted so strongly. That's the thing about reading the written word.........

So, on to decorating. And I HOPE that Khallock can get us a different time of day shot of her LR so we can see the non-peachy Buttercream!

Red

I think today she was going to take the stapled cushion to the shop and also compare the color to the swatch. Those dark chocolate images don't make a bit of sense to me relative to the sample swatches.

Well, in her first pictures posted, the middle one is the color of cappuchino, even though some of the photos look dark brown. And her walls look pinky-peach in every photo on my monitor, yet, we know that's not right with EK Buttercream.

Told my DD this morning about the swatch mixup, she was still shaking her head...And she told me she completely disagreed with my comment. But I explained that my reading of the initial post was, the color was NOT what was ordered. And the OP did not necessarily like it nor want to keep it, her husband liked it. That's a very different thing than finding you like the substitution just as well and still think a discount is in order.

Red

Hi! I do have an update. I got the cushion fixed. I just brought it in and the owner took it out himself with his hands. Which i was fine with. I just didnt want to do the same thing and end up with a hole and then have them say that I caused the hole.

I still need advice on completing the room (wall decor, lamps, etc...) but I am waiting for my new Entertainment center to come in so I can show you all the room again with the new TV + stand. Hopefully next week!

I wasn't offended by the posts. I do feel a little silly about the fabric mix-up that wasnt but i wish they put the Fabric NAME on the slips along with the code, because if I had seen the name I would have known I had the correct color. Oh well! I would def purchase from this place again. And like I said, I was always nice to them and we figured out the color thing on Monday (couch was delivered Friday) so it didnt drag out that long.

Please await the new pictures and update!