I bought a sofa bed on 16.01.2022 at New Malden branch. Despite the measurement and also a drawing of the room I provided to the sales Agent, the sofa is too big and doesn't fit at all the room. I stressed the sales Agent many times about the measurement of the room and he assured me many times that it would have fit. As soon as I realised that the sofabed was too big for the room I went to the store where I bought it to request to return it. Sales agent, that was so quick and pushy when had to sell the sofa bed, didn't let me even finish to explain the problem saying that they couldn't do anything to solve it and to call the customer service. After a 40-minute wait, customer service agent said I should have gone to the store. I went back to the Store, store Manager finally filed a return request and said he would provide an answer within 48 hours. Didn't hear anything back until now, 4 days later: they rejected my return request saying it's against their policy to return furniture bought in store. They instead suggested me to replace the armchair with some smaller ones: they wouldn't fit either and at this point I don't trust this Company at all. Once they've taken your money, in my case 3000 pounds, they don't have any care or respect for you as customer, they don't reply to emails, I had to make numerous visits to the store to make them listen to my request. I feel really frustrated and fooled: I trusted their experience with measurements and now I have a giant monster in the house that they won't take back. They take no responsability at any level, they bounced me to different departments in order not to deal with my request, even ignoring the fact that I am pregnant.