Purchased two of chairs 14 months ago along with the matching sofa. The seat cushions on both chairs have creased badly. Reported to M and S and they sent out a guy from 'Fira'. His report was nothing like what he had said to me when he inspected the chairs. I honestly thought he had the wrong house !!. Spoke to M and S and they said from seeing the photo's he had sent in they agreed to replace the inserts of the cushions and this would take about 4 to 5 weeks, Excellent I thought NO. When I rang to chase them up 5 weeks later they said the cushions had now changed and any replacement would not fit into my cushion covers !! Looks exactly the same on line.....Basically M and S have just wiped their hands of this complaint, so I have been left with two hardly used chairs with faulty cushions. I WILL NEVER SHOP WITH MARKS AND SPENCER AGAIN. Such a shame that a Company that once held such great respect has gone this way. NO WONDER THEIR PROFITS HAVE NOSEDIVED, Perhaps they should look at how they treat their customers.