On 3 February our new 2 seater, and 3 seater recliner settees were delivered. We noted within a day a fault with one of the cushions on the 3 seater (a permanent crease in the fabric). After numerous phone calls to the Cheltenham Store and to Castelan, we were eventually given a date of 2 March for someone to come to us and resolve the problem. The repair man attempted to do this by cutting off a piece of material and steaming the fabric. This seemed to be OK but later that day we noticed that the crease was back. We reported it again and on 22 March someone else came from Castelan and advised us that the material could not be repaired but would have to be replaced and that someone would contact us with a date. We heard nothing for several weeks, so we contacted Castelan yet again and were told that the problem had been resolved. We were told that we could not re-open the case, but that it could only be done by Furniture Village. Got in touch and it was agreed that the case would be re-opened and a repair sorted out – we were initially advised this was scheduled for 6 July. On 15 June, we received an Email advising us that a parcel with parts would be arriving later that day – first we’d heard of it! No information about when it would be fitted, so had to phone Castelan yet again to agree a date of 27 June. When the fitter opened the parcel, he found that there was a noticeable difference between the fabric which originally covered the sofa and the replacement,and that the nap of the fabric was the wrong way round. This was totally unacceptable to us and we asked him to include this with photos in his report. We asked that we should be sent a copy which he agreed would be done and that his report would be copied to Furniture Village by 29 June. We spoke to Furniture Village in Cheltenham on 27 June to update them – we were advised that the manager was unavailable but that someone (Dylan) would ring us in the afternoon of 28 June. As usual throughout this saga, this did not happen! After yet another cal we were advised that we could go into the Cheltenham store and choose a relacement - this we did on 30 June. We were made to feel that all this was somehow our fault and that we were being a nuisance. Not a word of apology or any compensation was offered. We wrote a letter of complaint to Furniture Village on 30 June but never received a reply. On 15 September replacement sofas arrived - I left a review on Trustpilot detailing the problems and amazingly someone got back to me. Their attitude was one of "Well you've got what you wanted so that's all OK" - once again no word of apology or offer of any compensation. All told a highly disappointing experience and one that ensures that I will never ever use Furniture Village again Replacementsofas arrived on 15 September