We bought a medium abbey sofa from this store last August for £800. We invested in this store and trusted M&S home but the entirety of the experience has been a regretful mess and an immanent display of incompetence. We complained about an incessant and awful clicking sound in the sofa on both sides earlier this year and not only did it take until March when we were well into the midst of a pandemic for any kind of action but we were further cheated by M&S and ignored. I allowed a technician from the independent FIRA company into my home despite the coronavirus scare because I just wanted the problem sorted; he agreed that the springs were perhaps dodgy and that there was indeed a repetitive and prominent sound being made by the sofa. He also said that he could fix the problem then and there but I didn’t want a quick fix, I wanted M&S to acknowledge the fault, to apologise and to do something professional and appropriate about it THEMSELVES. However, M&S never got in touch with us and hid behind the pandemic to excuse their absence of communication. It was only upon directly contacting them to follow up the report that I was informed M&S were no longer using FIRA and that they didn’t have the technician’s report. This infuriated me but nevertheless, I went ahead and scheduled another visit from yet another independent company, castellion. As expected from a company as unprofessional as M&S, the same exact thing happened. The technician arrived a whole month later and this time, took apart the whole sofa( of which I have photo evidence) and said that he would repair the sofa. Again, I declined because I wanted this to be directed and initiated by M&S and I didn’t want this to be their way of excusing themselves from any liability. M&S once again felt no need to contact me regarding their findings from the review, it was I who had to ask them and follow it up. They they dismissively said that nothing is wrong with the sofa and they can’t do anything. Now I’m left, angered and feeling undermined and unheard by a good for nothing company that likes to hide behind its mere name. Not only have I got the £800 medium sofa but I also purchased a £1000 large sofa of the same making 4 months later in December of last year which is now also starting to display the same fault. Both have become faulty in less than a year but instead of doing anything, M&S have chosen to deny the existence of any fault to begin with. I for sure won’t be shopping here again and I wouldn’t recommend the place to a single soul.