Buyer Beware Purchased a Furniture Village Halcyon 2 3 seater power recliner and static chair for just shy of £1900 cash in the sale. Within 12 months the foam had collapsed to the point where it was so uncomfortable it was unusable as the springs and frame could be felt when you sat on it and it offered no support. I called the store who directed me to the customer support team. I spoke to a lady on the phone who said she doubted it would be covered as I was probably sitting on it wrong however eventually she agreed to send an engineer. The engineer came out and agreed it was a manufacturing defect and he would order the parts. He also said it was caused by the cheap low density foam used in the sofa (not the high density foam I was told was in the sofa by the salesman). After about 8 weeks the parts arrived the week after the engineer returned to put the new parts in. He was surprised they had sent the same poor quality low density parts to replace the failed parts however fitted them. 12 months later guess what ? The poor quality parts had failed. I phoned up the customer care line who sent an engineer out who said basically the last engineer hadn't fitted the parts properly and as such not only had the parts failed but it had amplified the issue causing bits of the sofa to be exposed that shouldn't be. He wrote his report and said someone would call me back. I waited and waited and eventually chased the customer care team who said that clearly the sofa needed replacing. The lady went off and spoke to the manufacturer and said she would call me back in a few days. I waited and waited and eventually called her back. She said that unfortunately the sofa was discontinued and the parts were no longer available. This is where the problems started. I was then offered a meagre partial refund (£1000 of the £1900 I paid 27 months previously) I declined this so she said she would get a manager to call me. I waited and waited and eventually a manager did call me back. I then spoke to a person who I can only say is the rudest and most disagreeable customer care agent I have ever spoken to. He quite offered me £1250 eventually or £200 towards the repair (I've been quoted £600) but if I took the £200 there would be no further warranty. I explained that through no fault of my own I now had a sofa that was broken and couldn't be repaired and they weren't offering me enough to get a new sofa. He said that wasn't his issue and that I should be grateful I was getting anything back. I asked if there was an alternative they could send me or if they could discount another one so I could afford to get something and he said that wasn't his job but I could try to go into store to haggle but he wouldn't speak to me any further so ended the call. I then spoke to the store who apologised for the way I was spoken to however there was nothing they could do about it and weren't surprised at the way I had been treated as they get many complaints about the customer care team. I am now left with no sofa or chair, as we speak no refund as the goods need to arrive in the depot to be refunded and this takes time and a £700 hole in my bank account. All this through no fault of my own. I hardly think it's fair that I am out of pocket due to poor quality goods, poorly trained engineers and the fact that parts are not available for a 27 month old sofa. I wish I had more sense than to give Furniture Village or had used a credit card as I could have demanded a refund from them and wouldn't be 3 days work and £700 out of pocket.