Summary: The staff in The Range Weston super Mare store are polite, professional and compassionate. What happens in head office and behind the scenes _appears_ to lie somewhere between incompetence and deliberate fraud. NO ONE takes responsibility for progressing your order and those that actually try to be helpful are not empowered to actually achieve anything. My wife and I ordered a £1K sofa 16th March 2020. Paid a 10% deposit and went for the interest free finance option (The Range use Barclays for this). SO FAR we have spent an hour in online text chats, two and a half hours on the phone to customer service, two hours on the phone to Barclays to try and stop the finance direct debits and an hour in-store trying to get a refund. As you can imagine there has also been several hours of conversations between my wife and I related to this situation. We initially made an allowance of a months delay due to the manufacturer being in lockdown. After a few conversations the delivery date was promised as 20th? July. Around the 11th-15th July there were text messages telling us that the sofa would be delivery. And then there were messages from the delivery company (Arrow XL) saying that they hadn't been given the correct paperwork so the items would not be delivered. Someone (The Range or the manufacturer?) told Barclays that the item had been delivered so the finance arrangements kicked in and our first payment will be a few days time. I don't know what the legal definition of 'fraud' is, but to my non-legal mind, this seems pretty close. Still no sign of the sofa. We spoke to Customer Service. They said the best thing to do was to raise another order for the sofa, so they did. Just after that conversation we decided to cancel the order - we had given them enough opportunities to deliver and they had failed. We no longer have any confidence in The Range to get fault free goods to us on an agreed delivery date. We phoned Customer Service/Order cancellation and they cancelled the second order delivery, but told us that we would need to go in store to cancel the original order and get our refund. We went in store to get our refund. We were told it would only take half an hour. We were there much longer and it still wasn't resolved. The store staff discovered that they don't know where our original sofa is, so they can't refund the deposit and cancel the Barclays direct debit until Arrow XL (courier) have tracked it down. That takes 3-4 working days. We are now waiting for the store to contact us to say that 1) they know we don't have the sofa 2) that they have cancelled the Barclays direct debit and 3) we will need to go into the store (again) to refund the deposit. Tomorrow morning will be day 5 of the 3-4 working days required to track down the sofa. We will NEVER use The Range for any delivery item again. At the moment I don't know whether we will ever use the store for items that we can buy and walk out the door with. The experience so far has left us feeling very bitter and the easiest way to remove that bitterness from our lives is to not visit the store beyond getting our refund. Hopefully that will be tomorrow, but then I don't have any reason to believe that The Range will meet that dead-line either.