We took delivery of our purchase from Furniture Village on 30 May 2018 - a Nicoletti Lucano 2.5 Sofa and 2 x matching recliner chairs (salesperson Marian Reed). Overall payment was £5,359.00, including Guardsman Protection Plan (£225.00) and delivery charge.(£49.00) Within one week (6 June 2018) I rang Furniture Village to complain about stretched leather in the seating area of both recliner chairs. Ian Richardson, an Independent Technician from Servico, called to our home on 27 June 2018 to inspect the suite. He concluded that he found no structural or manufacturing defect with it. We informed him that we hadn’t complained about structure or manufacturing defect but had complained about the very stretched leather in the seating area, to which he agreed. We signed his form. He asked if we had been told that Italian leather was soft. We informed “No”. There was also a fault in the padding on one of the seats, he stated that probably something could be done about that. On 6 July 2018 we received a letter from Furniture Village Customer Care Team to say the Technician could find no fault or flaw caused by a structural or manufacturing defect and so the issue we had advised them of was not covered by their complementary 5 year guarantee and sorry for any disappointment. We went into FV and a salesman approached us, took details of our complaint. He said no matter how much money had been spent, i.e. either a little or a lot, he wanted to have happy customers!! He went onto the computer, got our file up, said he had all the details necessary and would get back to us, we were quite rushed out of the shop. He didn’t get back to us. Approx a month later after hearing nothing, I rang FV and was told by another Salesperson that nothing was to be done, also he knew the Salesperson who sold us the suite and said that she would have informed us that Italian leather was soft!!! She did not, we were never ever told. He also said if I wished to, I could get in touch with Citizen’s Advice Bureau or the Furniture Ombudsman. The call ended. I did contact the Furniture Ombusdman in September, but on 22 November, received an e-mail stating that having reviewed our case file, and having weighed up the evidence provided by both parties, there was insufficient evidence to uphold the claim. I was then given other options to take to have the case reconsidered. We would NOT advise anyone to shop at FV, the staff will smile in your face, let you think they are doing something to help you, and then do absolutely nothing if you have a problem. They do everything to cover themselves and not the customer. Customer service is not there!!! We could not be more disappointed with our expensive suite of shabby furniture, which is only seven months old to date. We are not happy customers.