The Custom Shop

Reviews

• CE

  Chris Edwards

  Aug 26, 2026
  5.0
  I was considering reupholstering a sectional and a friend highly recommended The Custom Shop. I stopped in and was greeted immediately. They have so many cool fabrics to choose from and have the 3 models of cushions right there for you to sit on so you can choose the fill that's best for you. They thought of everything! I shared photos and measurements with Toni who explained the process and asked me pointed questions that helped determine what would be needed. She really knows her sh*t! While Mary shared fabric books that contained samples of exactly what I told her I was looking for, Toni efficiently put together my estimate and walked me through it. I was in and out of there in 30 minutes. The price point was almost the same as buying a new sofa but from my research afterward it was pretty much in line with what is expected (I was clueless going in). While I'm not going to do the sectional, I have two other pieces of furniture I do plan to reupholster and will hit them up when I'm ready as I am certain they would do an amazing job. Highly recommend!
• CG

  Cynthia Grzelcyk

  Aug 25, 2026
  5.0
  I had two chairs reupholstered at the Custom Shop - a club chair with an ottoman and a fan chair. They came out fantastic. The workmanship is superb and I am so pleased with the outcome. Service was excellent. Toni Shapiro and the staff were helpful, knowledgeable and easy to work with. I highly recommend The Custom Shop. You will not be disappointed. Thank you to Toni and staff. Job well done. Cynthia Grzelcyk
• MM

  Maura

  Aug 12, 2026
  5.0
  I’ve had a great experience planning for my reupholstering project. The selection of fabrics, and expertise and guidance of the staff were fantastic. Looking forward to seeing my finished pieces!
• TB

  TK Baltimore

  Aug 9, 2026
  5.0
  This lovingly family-run business is a gem. Worked with both father and daughter and couldn't be happier with the results of our re-covered couch. They made it easy with beautifully scheduled pick-up and drop-off, and clear and concise communication through the entire process. I can't wait to need them again!
• CF

  Carl Forziati

  Jul 23, 2026
  5.0
  It was 18 months ago that, on a whim, I wandered into The Custom Shop in Watertown. I must have driven by it a thousand times; occasionally, while waiting for the light to turn at the intersection of Common and Mt. Auburn, I would ponder how such an understated, unsuspecting mom-and-pop could compete with online designers and specialty furniture stores. As is so often the case, looks can be deceiving, and now a year and a half after enlisting their services I have come back to leave a review for what undeniably turned out to be one of the best purchases I ever made. The story: my husband and I bought a premium three-piece sectional at Boston Interiors back in 2018; we took good care of it but by 2024, it had grown uncomfortable to sit on for any length of time. We thought the issue was the couch springs—unaware of the role cushions played in the comfort—so our DIY solution to fix that sagging feeling was to insert thick, custom-cut plywood beneath the cushions. Unfortunately, it made little difference and that’s when we realized we had to either replace the cushions or get a new couch. Enter The Custom Shop. While I had found services online that allowed you to enter measurements, select a foam type, and then insert the new cushions yourselves, I read blog posts about measurements being ever so slightly off and the whole thing not working. I thought in-person would be the way to go here so like a crazy person I walked into the shop, two giant cushions in hand. I was welcomed by the owner, Toni; without any explanation she quickly deduced what I was looking for. She took measurements, had me sit on cushions of varying firmness, and explained how even premium furniture brands try to cut costs by replacing some of the expensive foam with tiny springs that compromise the comfort overtime. It’s especially noticeable for people like me who prefer things on the firmer side. She explained that their shop uses 100% foam, the highest quality available, and that they are guaranteed to last up to a decade with proper care and rotation. When I asked about cost, she was fully transparent noting that it would be pricey, especially the extra firm foam I selected, and it would be cheaper using the measure-it-yourself route even for foam that was of similar quality. She went on to say however that by going with The Custom Shop she could guarantee a perfect fit, the foam would be identical to what I had just sat on, and should any issue arise I could simply bring them back and they’d make it right. Most importantly, she would take the slipcovers and insert the foam in house as opposed to having me do it. I was worried about the tears in the fabric on one cover and a broken zipper on another but she said they’d take care of it, no extra charge. Toni was willing to work with me on the price, delivered the cushions three days ahead schedule, disposed of the old cushions (saving me the cost of paying for junk removal), and personally stitched a tear in one of the other covers that went unnnoticed. All the while, she regularly updated me on the status of the order over email and personally called me to let me know they were ready. Once I brought them home I was blown away by how supportive they were, and it was at that time I realized how much the cushions had been straining my lower back. The relief I felt while sitting was immediate; suddenly I could last the entire length of a movie without needing to change position. No more sinking, no more tight hamstrings or hip flexors. She wasn’t exaggerating—it was expensive, but not significantly more than the measure-it-yourself online company, and nowhere near as expensive as purchasing a whole new sectional. I see it as an investment in comfort, one that is guaranteed to last years, and one that completely changed the way I am able to enjoy sitting/laying on a couch again. Factor in the customer service and overall customer experience…it all makes sense to me now how The Custom Shop has kept their doors open for decades, and why I’ll be a lifelong customer as long as they stick around.

Frequently Asked Questions About The Custom Shop