Placed an order online for a 3 seater cinema sofa. The deal was free express delivery within 3 to 5 days. I also paid for my old sofa to be taken away. The delivery date was set, and the night before delivery a time slot was messaged to me by the delivery company. Took the afternoon off to wait for the new sofa to arrive, and 20 minutes before the time slot window closed I received a message to say delivery cancelled. Called the sofa shop to find out what was going on. Put on hold for ages while they contacted the delivery company. Apparently the sofa was damaged by the courier in the warehouse. So would have to send a new sofa out. But wouldn't be until the following week. New delivery date scheduled for the following Tuesday, time slot received the night before stating between 11.30 and 1.30. Again arranged time off to be at home. Received a text from courier at 7.20am to say delivery cancelled on the day of delivery. Waited until the sofa shop opened at 9am to contact them. Again put on hold whilst they contacted the courier. Due to whatever mistake the courier made there wasn't room on the van to fit my delivery so they just cancelled it. The Sofa Shop arranged for my sofa to be sent on a secondary vehicle which would deliver that day, but could not tell me when. Just advised that the driver would call me 30 minutes to an hour before delivery. But they gave me a tracking reference so I could see on the couriers website where the driver was. Vehicle left the Swindon depot at around 11am, drove to Luton, then South London, then down to Brighton and Worthing, before heading back to Swindon. The driver called me at 7pm to tell me they were approx 2 hours away. Tracking showed vehicle still in Worthing at that point. Driver actually arrived at 9.20pm. Driver and his mate were tired, but polite, however beyond checking who I was they spoke no other english the entire time. I explained that the old sofa had to be removed before they could put the new sofa into place. They took the old sofa out of the house. The cane to unpack the new sofa, but twisted and rotated the box until it was upside down to remove the sofa. The backs were bought in separately and then they bought the base in. It was 9.45 by this time, and they said did I need a hand assembling the sofa, I said no, as should have been just a case of click the backs in place, connect the wires and all set. And it was late and I didn't want them to hang around any longer. They took all the packaging and the old sofa and were gone within minutes. My partner and I assembled the sofa, and sorted the wiring etc. But it was gone 10.30pm and didn't want to stay up any later as both had work the following day. Next morning check over the new sofa. Nothing lines up the whole thing is twisted, there are gaps where there shouldn't be, and the whole thing just looks wrong. Call the sofa shop at 9am..... Told that I'd need to take photos and send then through to the complaints department, which I did and sent at 9.40am. I called back to check they had received them at 10am, the sofa shop confirmed they had and I would get a response within 48 hours. I also contacted my card company (card used to purchased sofa) and explained issues and sent them the same images, they advised that they would come back to me within 5 working days. 48 hours passed and no word from the sofa shop... Waited until the end of the working day, but called them 10 minutes before they closed to chase, followed the automated phone system for customer services and held in a queue. Gone 6pm and the phone just cut me off.... (this was a Friday evening). I didnt call at the weekend, as I had other things to do. Called 9am on the Monday morning. Ask to be put through to complaints dept, to be told that no one was answering the phone. Customer services said they would message them as urgent as no response received, but I should hear by the end of the day. Heard nothing..... no email, no phone call. Called Tuesday morning, and explained I'm still waiting, to be told someone would contact me by end of day. Heard Nothing........ My Card company contacted me and agreed that my claim against the sofa shop was valid and they would credit my card, as they had heard nothing from the sofa shop either. Its Friday today, and I've heard nothing from the sofa shop at all, ghosted would be the term. I have got my money back, but that was via my credit card company. But I'm left with a sofa that's not fit for purpose as so poorly made. I have given up spending my time trying to contact the sofa shop again, and will just put the sofa in the garage. If they want the thing back they can contact me. Truly awful company to deal with if there are any issues with your purchase. Whilst the website states that the sofas are quality products, they truly aren't. Just mass produced cheaply made rubbish. Don't make the same mistake I did and do not purchased from them