Bought a couch in the summer and by thanksgiving it was worn out, fabric was piling and torn. We had purchased the VIP care and when I submitted a claim I was promptly told this was "normal wear and tear". Ummm, no. Went in to the store, showed the customer service lead some pics and he took care of business. New couch, new style, in a new fabric is on its way. He was awesome. Buy at Living Spaces. Don't buy the VIP package.