ORDER # 1000023758 We decided to buy an expensive sofa from Darlings of Chelsea based on the perceived quality and reputation of the brand. However, less than 2 years after taking delivery of our £5668 sofa on the 5th of November 2021 the foam seat pads have significantly lost their firmness and it now feels like you are sitting on the floor! We have always taken care to rotate the seat cushions to ensure equal use, so when I contacted D of C on 20th September 2023 I thought it would be simply the case that they would send a technician around to look at the sofa, identify whether it was the foam / springs or a combination of the two and arrange for it to be rectified. However, this was not to be so! I was first asked to send images and whilst I advised it would be impossible to understand the issue from an image they persisted, so I sent them. I received an email back saying that they have looked over the images and they advised (in their words) “this is believed to be wear and tear over the period of usage. Our interiors are only covered for 1 year after purchase, so we would be unable to further look into this for you. If you were interested in purchasing new foam inner cushions we can quote a cost for this”. To say I was shocked is an understatement, based on the fact that it would have been impossible to understand the issue (as I advised them) from the images and the fact that a seemingly core function of a premium product has failed after less than 2 years. I could only assume that they had no intention of wanting to take responsibility to get this resolved and were happy for me to spend even more money on a sub-standard item. I pushed back and was again met with the 1-year warranty, however, they advised that they would send a technician BUT I would have to pay the £60 (£50 + VAT), if they deemed it to be an issue, they would reimburse the cost and make rectification. Firstly, for a premium retailer to ask a customer to effectively pay for this seems scandalous and based on the apparent disregard they have displayed to date I felt they would have had zero intention in resolving this. As I do not have the time for companies, I now have to live with it, although I was so shocked it has led me to write my first ever negative review and I hope it will be the last. To sum up, if you buy an expensive premium sofa from D of C and have an issue then that is your problem not theirs, as they clearly only expect them to last for one year. To sign off on this I thought I would attach images of the internal finishing of the sofa and let you judge if you think it was wear and tear or down to incredibly poor workmanship and lack of attention to detail at their end? NB: All 5 seat cushions are the same and I shared these images with D of C in my first email, they did not acknowledge the poor finishing so assume it is the norm?