Before I purchased the Tyler Chaise, I did a lot of research and looked at MANY other similar companies. Ultimately, I decided to go with Benchmade Modern (despite the higher $$$) because of the quality guarantee and customer service ratings. I am so glad I did! Our Tyler Chaise arrived a few days ago, and the quality is amazing! The color was slightly lighter than what I was expecting with the swatch, but close enough to not make a huge difference in the space. This Chaise is definitely firm. I find it to be slightly more firm than I would like, but my husband loves it. One of the legs (back right corner) did arrive slightly damaged with a few scuff marks. However, one email to BenchMade Modern and they offered to ship a replacement part immediately. They were so helpful throughout the whole process -- sending pictures of floor stock items to give me a better idea of what I was purchasing and making changes to my order when I changed my mind on the color. Really happy with this company and will definitely be purchasing our new living room sectional from them in a few years!