Service of staff once you have ordered your sofa is appalling. I purchase 2 x three seater sofas from the Luton branch. The first the member of staff at point of sale was helpful and caring for mine and my girlfriends needs. We were told that the maximum wait time on the sofa being delivered would be 10 weeks, but it is likely to be sooner. Happy with this timescale of waiting we placed the order and looked forward to our delivery day. 11 weeks later we get a phone call to announce that there is a delay with our order of approx. 4-5 weeks. I couldn't understand why this was as we had phoned only 1 week pervious to be told the sofas would be in store that weekend and we should have them within the next 7-10 days. Unhappy with the communication I requested the a loan sofa be delivered for the interim period. After multiple phone calls over the follow week we declared that we would be cancelling the entire order and at this point the manager finally got involved to organise a load sofa and stated we receive it over that weekend. I had previous explained that the sofa would need to be comfortable and large enough for my girlfriend to relax on as she would be have serious surgery and needs something adequate to recover. I was assured that it was taken into account. I have just sent the delivery drivers away with the "loan sofa" after a 40 minute wait while phone calls were made to the store about how unbelievably inadequate their provided sofa was. I had been offered a 2 seater orthopaedic bench style that would be seen in an old peoples home. At this point I have to say the service provided by the two driver Matt and Steve from the Coventry Distribution Centre was exceptional! They cared a great deal about my situation and were embarrassed by what had ben offered. I phone the Luton Branch in order to speak to either the manger who had authorised the sofa or the Admin Manager who had previously been dealing with the compliant to be told for the umpteenth time that neither were available. I was informed that an acting manger was in store but he was with customers. I asked for him to be interrupted to which the girl on the phone did go and ask him I am told but his response was "I am with customers, he can wait." - Top marks for customer satisfaction Tom (Luton Branch). The driver then phoned their depot to put some urgency on the store and yet 20 minutes later I had no phone call. I rang again and Tom answered the phone but I was told that nothing can be done as the manager isn't in until later. I hope that the customers he was dealing left the store without a purchase and went across the road to DFS which I wish I had done to begin with. I would strongly suggest anybody thinking of using this store think twice, the price may well be good but the likely hood of a stress free wait and a satisfied result will near impossible. I would hope the cancelation process is far swifter than the ordering of my furniture, but won't be holding my breath. Unreliable, inconsiderate and embarrassing once you hand over money. Again thank you to the delivery men on the day, two fantastic guys that understand how a customer should be treated.