AVOID THIS COMPANY. I tested a sofa in the Orpington branch furniture village and ordered it. The new sofa arrived January 2017. On Day 2, I contacted Furniture village to express my concern about how the back part of the seat dips, meaning that their front of my legs were higher up the air than my bottom. Also that the recliner section raises up higher than your bottom which then creates cramps in your feet. This has happened on both the left and the right side of the sofa. There is also a gap appearing between the two large cushions, meaning the TV remote control can disappear! since the middle of January to mid March, I have exchanged around 20 emails with them. they keep refusing to refund my money and take away the sofa. they tried to hide behind the manufacturer G plan until I pointed out that it's their responsibility as the retailer to make this good. They are now hiding behind the position of wanting to send round an "independent" expert to view the sofa. I haven't accepted their "independent" expert visit because they cannot be independent if they are being paid for by furniture village. I have asked for my complaint to be escalated to the chief executive and I have even included him in the email responses and never had a reply from him. I have sent them photographs of the sofa to show them the problems with the furniture . they state that they cannot see any problem even though I have shown the pictures to my friends who are appalled at the state of "new" furniture . I want furniture village to take the away and to give me a full refund as the sofa is not fit for purpose and the fact is causing my back pain. Furthermore I am not able to order a new sofa until they take this one away