WORST CUSTOMER SERVICE EXPERIENCE EVER. I eceived delivery of a sofa on25/10/2019. It was raining and we had to carry items into our property on our own. The items were wrapped in plastic and had to be inspected. Since it was not possible for the driver to wait that long, we signed the paperwork and proceeded. 5 minutes later, having carried the items in, we proceeded unwrapping the first package.. It contained one half of the sofa and an armrest. The armrest had a hole in it, which appeared to be a cigarette burn. My wife, on finding the fault immediately contacted the driver who advised her, to call the customer service desk on finding the fault. We told them of our findings and asked them to let us know, how they would like to deal with the issue and if we should carry on, unwrapping the furniture and inspect the remaining items. We had been reassured that the damaged item would be replaced and we should report any other issues, should we encounter any. We send an e-mail,with photographic evidence of damage as requested by customer service. After not hearing back from them , despite having send e-mail and photo we got in touch again. This time, we got told that the damage must have been caused by us and that it would have been the result of mechanical damage. Obviously, they did not even look at the picture send. Now, we spoke to the customer service again and they are just simply trying to frustrate the process and certainly are not interested, to solve the issue to our satisfaction. knowing my consumer rights extremely well, we are trying to get it refunded through Paypal first.should this fail we have no other option but to take legal action, through the small claims court procedure, in order to recover our losses. this is a low cost option and enforceable. anybody else in the same position, should consider the same.