Bought Agatha 4 seater in Feb which developed a loud creak in Sept (so after 7 months). Notified Sofa Sofa who collected it 1 week later for inspection and supplied us with a small loan sofa but only with travel feet so very uncomfortably low. Contacted 1 week later to be told fault had been found in frame and it had been repaired. Sofa returned 1 week after that (so 2 weeks without sofa) when we immediately noticed it had a major wobble as only the front middle leg now touched the floor and it was no longer centrally positioned or aligned with the end feet. Contacted and told it would need to be collected again so we'd be without our sofa for a further 2 weeks. Also told no guarantee of a loan sofa being available this time so I said I wasn't happy about this and they offered to send us new legs and have Castelan, an independent upholstery service come to us to fix the wobble. Had to wait 2 weeks for the Castelan 'technician' who announced the wobble couldn't be fixed because it was a problem with the frame. He then stuck some cardboard spacers in the original legs and left us with a still wobbly sofa that now also had fabric damage near the legs where he'd worked on it to try to get it to sit level. Telephoned to speak to the after sales manager (Natalie Hern) who had been handling our case but wasn't allowed to speak to her. I was told I had to put it in writing. Her response was to offer to replace the sofa but with the guarantee provisions remaining under the original contract so we'd be outside the first 6 months when you have the most rights. Based on the issue we'd had with the sofa we therefore rejected this offer. We were then offered 2 further options: 1) Return the sofa and receive a partial refund with 10% deduction for use and no refund of the £75 delivery charge. Whilst I don't agree with the reduction for use given that's irrelevant to the fact that this issue has arisen because they damaged the sofa when repairing it I said I would agree to it if they included the £75 delivery, this was refused. 2) Exchange our sofa (without a reduction for use) for a different model with full guarantee provisions but we had to pay the difference in price. On this option we were also told that prices were rising the next working day so we had to agree to this by the end of that day or we'd have to pay more based on the new price. I asked that they at least hold this offer at the price offered while we sought advice but this was refused. The attitude from Mrs Hern has been disappointing throughout. This whole horrible situation has only arisen because Sofa Sofa damaged the sofa when repairing it. None of their resolution offers reflected this fact and she has been borderline rude in her communications. The 7 months use is completely irrelevant to the refund amount because this refund is being made because they damaged the sofa when repairing it! The fact they returned it to us damaged speaks volumes. They claim to have checked and tested it prior to return but quite frankly if they did then they need to review their quality control as it was like a see saw the wobble was so bad. My take on this is therefore if you get a sofa with no faults then Sofa Sofa appear to be ok but if there are any issues whatsoever then you're in trouble because their customer service is appalling. We are now going to be £170 out of pocket and need to find a new sofa from elsewhere through no fault of our own, I would not recommend taking the risk! I thought I'd done my research, I saw all the positive reviews but what I should have done was take more time looking at the negative reviews which having done so now all share the same complaints about poor quality and bad customer service. Buyer beware!