My wife and I purchased a 2 seater Enzo sofa, at DFS Eastbourne, on 6th November 2018, for a half price figure, in a Sale, for £289. As my wife has back problems, she sat on the sofa, in the store, for about half an hour, while I went shopping and she felt satisfied that the cushions gave adequate support, so we went ahead. There was a few weeks wait for delivery and a new sofa was finally delivered on 5th December and it seemed OK. However, 2 days later my wife felt the seat part of the cushion was becoming quite soft and appeared to sink quite a lot and not settle in a satisfactory way, when she got up. We telephoned the company and they sent an inspector to check, on 11th December. Unfortunately, my wife was out at the time, so I tried to explain the problem, which affected her more than me, as I don’t have back problems. The inspector, advised he would report back to the store and felt an upgrade might be appropriate. Not having heard back from them, I phoned next day, 13th December and was told the inspector’s report indicated there were no problems. We didn’t agree with this, so went around to the store in the afternoon, to discuss with the assistant sales manager. We were shown what the upgrade would be like, at an additional charge of £79, but my wife was unable to feel any difference, between that and the original. We had the standard cushion filling, which is apparently 30% density and the upgrade is 36%. We were still dissatisfied, so asked for sofa to be collected and our money refunded, which they refused. In view of this, we sent in a complaint to the Furniture Ombudsman and not long after, the manager came to our home and repeated that there was nothing wrong with the sofa, but maybe not suitable for my wife's back problem. As a result of the Ombudsman being involved, we were offered for the sofa to be returned to the store and our money refunded. However, we found a small firm of upholsterers down the road, who were able to fit a firmer foam into one of the cushions, which has proved satisfactory, at a cost of £60. The matter has now been resolved and we are keeping the sofa, but feel such a large company should have facilities to have a larger range of cushion foam, to meet the needs of different types of customer.