Ordered a mattress from the Staines store on the 3rd of September. Salesman crossed out the bespoke aspect of the sales agreement during purchase to confirm the with holding of 25% of the full cost didn't apply if I cancelled. Delivery date kept being put back so I spoke to the sales manager is staines on the 28th of October and he said he was unable to contact the supply as the supplier had not accepted the order, confirmed a full refund was eligible then refused to call me back. 3 store visits 10 calls to customer service, 35 call back request left on the furniture village website, 8 emails to reviews at furniture village and still no manager call back. Beware there is no formal complaints process or customer empathy durring after sales contact. Strongly suggest purchasing from another company.