It really comes down to what would make you happy. Are you going to be happy with the chair not having the design you wanted? If they don't match, wouldn't that bother you? Would you buy this set at a deep discount if it had these issues? For a custom piece, if the piece was not as per request, I would send them back

It is a custom order and is not made to the agreed upon specifications. So sending it all back and requesting a total refund is reasonable. If seller wants to make it all over and/or correct issues with the pieces, at a deep discount, taking into account the inconvenience this is causing, etc., maybe work with them. But if they are not fully on board with the idea of trying to satisfy a customer who has an issue with a $6,000 custom order for an ottoman and chair, perhaps consider taking your business elsewhere.

I agree with @printesa. The fix for your dilemma is taking whatever action that will not leave you feeling regretful. Hard decision. FWIW, my concern with having a new chair & ottoman made would be low expectations of quality of replacement pieces since the two original pieces each have such different & major issues. I don’t think I could wait another six months wondering about that. I think my decision would be 100% refund of ottoman cost for sure. For the chair, my decision would be ”do I like the chair as is well enough to keep it IF & only IF at least a 50% refund of chair cost received”? If you return these items it’s likely they’ll be resold at clearance prices. If the ottoman is an important part of look & comfort of chair, this means looking for a coordinating ottoman.

ETA - just saw @freedomplace1 post & I agree with that too. Like I said - hard decision!

It didn't come the way you ordered it so I'd send it all back, and order from somewhere else.

Did you order it directly or through a dealer. If via a dealer, are you 100% sure the dealer included the nailhead detail on the order?

Regarding the dye lot, if you still have the chair in your possession, you can get a CFA (Cutting For Approval) of the new fabric for the ottoman to ensure the dye lots will match. If they are remaking the ottoman, you can opt to not include the nailheads so it coordinates with the chair. Do you like the chair without the nailheads? Sending the chair back to add the nailheads should not require a complete remake of the chair.

Generally speaking, manufacturers do not provide discounts for inconvenience, especially when dealing directly with a homeowner. But if you are working with a dealer, they may offer you something. At the very least, they should deduct the cost of the nailheads and of all shipping and freight charges for the ottoman replacement. If you are working with a dealer, they should be acting on your behalf to provide reasonable solutions.

Lead times on furniture are crazy right now so if you decide to return both items, be prepared to wait another 6-8 months for a new item.

What a shame. Waiting for your custom chair and ottoman and it came in wrong.

For sure, send both pieces back and get a refund. I wouldn't be giving them a 2nd chance.

IMO 6K for any chair is beyond ridiculous special velvet or not Hpw will this material stand up tot he first glass of wine spilled Read your order did you specify the nailheads on the choir too I think a 6K chair and ottoman should be beyond perfect .

Kristen, thanks for your questions Yes the nailheads were specified in the order for the chair including the particular metal and finish. Nails are typically ordered as part this particular chair So there was no upcharge to refund

I worked directly through a local fine furniture store/dealer with designers on staff and they have been interfacing with the maker. The store is pretty frustrated too I am puzzled why the maker is not working better with the retailer. The store typically only deals in custom stuff and must give them a good volume of orders.

Re the CFA they originally had some of the original bolt but wouldn't hold it because the complaint was open ( not resolved) Later they sent a CFA that was not a good match. I did approve a third dye lot CFA two months ago but then there was a question about sending the ottoman back to NC or getting a local upholsterer to totally recover it. Its not clear they held that third bolt.

Super frustrating and I agree its a 6 to 8 month wait to get anything redone Typing this I think I am crazy to keep dealing with them. Its either a price reduction or they can take back the whole thing

Thanks for helping me crystalize my thinking

They should give you the chairs for almost nothing. Their error.

If they don't practically "give you" the chairs - send them back.

Let them deal with trying to sell them.

For $6000 I would wait…seriously, a question?

Lizziesma i hear you but starting all over to find a chair and fabric (ALWAYS a supply chain issue) that goes with the rest of the now finished room and then waiting another 6 to 8 months with another manufacturer is also enough to give me serious pause. In different times it would be an easier decision for sure

Give your head a shake and put on your "big boy pants".

If your able to get a super discount you could have both recovered in something you like and still come out ahead money wise and time wise. don’t be surprised if they won’t take them back. the different dye lot issue would bug me the most.

A six to eight month's wait is going to seem like nothing compared to living with something done so poorly for the next 20 years. Every time you look at it, you will be disappointed.