My wife had just been diagnosed with lung cancer, we thought life is short and so we went to Glasgow's most prestigious store to buy two beds and a sofa. The beds were ordered and a short while later they arrived. After 3 nights my wife said the mattress was too soft so we contacted JL who told us their policy was not to exchange. We revisited the store and they attempted to sell us a more expensive mattress. I asked what had happened to goodwill and they assured me that if I contacted the number they gave me it might just be possible to exchange the mattress for a firmer one. My request was rejected even though we were happy with the two bed frames and one mattress JL would not budge. Months later the sofa arrived. It was a DURESTA Domus victor large 3 seater and it was beautiful. However after having used it three times we noticed waves over the cushions. We complained to JL and they sent out an independent technician who advised that we should "Dress" the cushions after use. He had removed the foam from each one,puffed them up until the sofa looked perfect and then reassembled the cushions. This process took around 40 minutes as I recall. JL phoned a week later. The lady representing them told me I should have read the print online. I responded by informing her that we bought the sofa instore and there was no sign of this information that I would have to dress the cushions after use. The salesman also never mentioned this. So now I have a new mattress that's of no use to us and a sofa I have to maintain after every use. I told the lady at JL that the sofa should be advertised as "Great design, lousy manufacturing". BTW the sofa is no longer available at JL. The beds and the sofa cost us over £4,000. We're pensioners, we're not rich and we will NEVER go anywhere near JOHN LEWIS again. There was no good will whatsoever, only a cynical give us your money attitude and from a personal point of view I hope it goes under along with it's management who have shown no empathy or concern for our disfatisfaction..