Initially the customer service was excellent. I reported a desk swaying and not sturdy enough (cost £249). It also had a few tiny holes in the drawer. I was offered approx £60 discount but before I accepted it I thought I would check I had tightened it enough underneath. I ended up damaging the desk by turning the bolts a few more times. The wood all splintered (see photo). After reporting, I was told to keep the desk and they would send another. I tried to cancel it (not immediately because I was told it would be weeks before it was sent) because I decided it was the design of the desk/legs and a new one would just be the same, but it was already being packaged. As the desk was delivered, I didn't know whether I should refuse the delivery but decided I better not and as it was in the house it made sense to check if it was better. It wasn't and this one had a black mark on the front too. I was offered £35 discount which I didn't think was enough. They told me it was their final offer (strange because the first desk I was offered more). They told me to return it if I wasn't happy but I didn't want the hassle of taking it apart and the many pieces of polystyrene and long thin pieces of cardboard taped to the desk, also wrapped in brown paper were impossible to put back together, particularly as I had no tape & paper was torn. I enquired about what would happen if the desk was damaged on return and instead of answering the question they arranged the return and refunded me and told me I had no choice but to return it now. I didn't like the slight swaying but could live with it if the desk was a lot cheaper. I decided to spend that amount on a quality desk and didn't get that. After communicating via email 3-4 more times (each time a different person), I finally rang and I asked them why they would prefer to pay for my return (initially they said I had to) and risk a damaged desk they couldn't resell, rather than knock me a bit more off. They said I either wanted it or didn't and if I am prepared to keep it then it can't be bad. I was told there was nothing they could do by email but on the phone I was told I could pay for it again but they would not knock any more off. So that's 2 desks I received, both poorer quality than expected and no apology for that (just the standard reply about doing what they can for me, which is not what happened). Ok, I got to keep the first damaged desk but all I wanted was a decent desk in the first place. I felt like they were being stubborn because I had the first desk free. I found them inconsistent and when I was on the phone and we came to a standstill, me saying I was unhappy, the assistant pretended to talk to a manager and came back saying the manager agreed wit her. It was less than a minute and not possible the manager was sitting near her and read my case. I will never shop with them again.