12th January 2023 - Ordered sofa in store via a store colleague - payment made of £1369.98 27th January 2023 - Sofa delivered. On inspection when unpacked multiple damages found on sofa and contacted Customer Services immediately to complain, Customer Services arranged for a replacement sofa to be sent out to us on 6th February 2023. Also received no 30 minute phone-call to alert us of delivery being iminent which is also a promised service included in the delivery charge that we paid (£69.99) 6th February 2023 - Second sofa is delivered - again without a 30 minute phone-call. During process the delivery drivers damaged the wall of our rental property. We then unpacked and inspected the sofa that same day and again found significant damages across all parts of the three piece suite again. Called Customer Services again but no answer so followed up with an emailed complaint. 7th February - Received a phone-call from someone called Amy who assured me that they would arrange for a third delivery of the sofa replacement (arranged for 23rd February 2023) , and that to avoid any further losses of earnings from our perspective (due to having to take an unpaid day off work to receive the second delivery) she would arrange for the items to have an extra quality check before delivery to assure of no damages or further wasted time and money on our end. She also assured me she would be phoning the delivery drivers the morning of our next delivery to make them aware of the situation so that extra care could be taken, and assured she would also phone me after the delivery to check how everything had gone. 23rd February 2023 - Again no 30 minute notification phone-call from delivery drivers to say they were near, I saw the drivers arrive, paused outside my drive in their van, and promptly drive off. I then minutes later received a phone-call from Head Office to say the drivers could not deliver as there was nowhere for them to park. I explained that my driveway was empty and that I had seen them drive past and asked for them to be sent back. Head Office called me back another five minutes later and told me the drivers were refusing to deliver as they did not think they could fit onto the drive. The person on the phone confirmed that the company uses delivery vans of the same size and model, so when I asked why they could not deliver it she simply said ‘Sorry but they are just saying they can’t do it’ and asked if she could rearrange the delivery date for me. I then called customer services again, was put on hold for 25 minutes, and then complained again with the reference number as included in this complaint form, and was told they would chase the drivers and ask them to return to my address to deliver. She confirmed she would call me back and nobody phoned back. One hour later, again with still no phone-call to make me aware, the drivers knocked on the door and attempted to deliver the sofa. I was stood in my hallway waiting for them to unload and I heard them say ‘Oh she can surely wash those marks off’ so I went outside and could see before they had even fully unpacked the sofa that this one was also damaged. I asked the drivers if they had received a phone-call to make them aware of the situation and the poor service we have so far received and they said no, nobody had made them aware of anything. I then asked them if the wrapping looked like it had been double-wrapped or had an extra quality check (as I was also promised both of these) and they confirmed that no this looked to be a standard quality in terms of the wrap and the quality checks. I then told them that this is not the service that was promised to me and that as I could clearly see damage on that sofa there was no point them bringing it in and swapping it for my current (also damaged) sofa, as I do not want any further damage to my property. They said they would take pictures their end and upload these for relevant people to see and deal with, and took the sofa away with them on leaving. At this point I then wrote a further complaint to Oak FurnitureLand & called their Customer Services to verbally follow up, at which point I spoke to somebody and requested that a Manager calls me, to which this still has not happened. I also never received a follow up call as promised by Amy, and I am still without a sofa of the quality standard that I paid £1300 for and the entirety of their customer care and goods standards has been absolutely shocking. I also told customer services I want to discuss the costs of the two unpaid days of work I had to take off to receive the two replacement deliveries, as well as the third one I will now have to also take off work for the next delivery (of course I did not expect reimbursement for the initial delivery as it had been my choice to order the sofa and receive the initial delivery on this date). When I asked this the lady on the phone simply said they can only work within 5% and that will be discussed once my sofa is replaced and sorted! Which is not good enough to cover the three unpaid days off I have taken. Over 6 weeks on since they took my money and this is still not resolved