I bought the Manhattan Chaise/Loveseat and ordered it with medium density foam. After five years the seat cushions were sagging. I phoned their customer care line in Vancouver and complained. They had a tech (contractor) visit my home to verify that it was sagging and then shipped new firm density foam to the store where the contractor picked it up and replaced it in the existing cushion fabric at my home. This whole process took several months but I am very happy that they replaced it all without charge.