Arrow Furniture

My family and I have bought several pieces from Arrow. Our first couch and loveseat set was purchased 5 years ago with the protection plan. The set is still in good condition but the protection plan is not worth buying. We needed the set cleaned which is covered but after months of trying we were not able to get in touch. I would even suggest that the company managing the protection plan (it's a 3rd party not managed by arrow) may not even exist. For this 1st purchase, overall quality of set, I would rate an 8.
However, one year ago, we bought a new house and needed a huge couch to fill a new room. I have never spent this much money on a couch before but it looked so good in the showroom I fell in love and paid $4000 (plus a dining table for $1000).
Within a few months, the couch was sagging, pillows were leaking feathers everywhere, had lost their shape beyond repair; the couch looked like something you would find discarded on the side of the road. Fast forward to today, and 10 months of trying to work with Arrow on some sort of resolution, I have gotten nothing. In fact the latest communication suggested that a year later I should expect 'normal wear and tear' (as mentioned, issues started at month 2 which is when the attempts to resolve started). I suspect the delays in response, the transferring to other departments, the inability to locate my purchase history... were all ploys in an attempt (successfully!) to avert responsibility.
So here we are, given up the fight (congrats Arrow, you won!) and are on the hunt for a new sectional that seats 6 at another furniture store. This is the first bad review I have ever written and I hate hurting any business during these hard economic times but I need to warm honest, hard working families not to buy from these folks.