Truly dreadful company from a quality perspective & a customer service perspective. I purchased 2 sofas last year and they were delivered at the end of February 2020, just before lockdown so there has been nobody using either of the sofas apart from my (standard size) husband and I. The cushions are plumped and turned weekly, so I contacted them in November (less than 9 months after I received them) to say the sofas looked dreadful as he cushions were all flat and just looked terrible - definitely not over £1500 worth. After looking at the pictures they thought the sofas were damaged they looked so bad (it has since been confirmed they are not damaged) and they agreed to send out a technician who said these sofas needed constant plumping which I should have been told about in store. He agreed that from looking at our house he could see we looked after our things. I definitely wasn’t told about the constant rotating and plumping (they upsold me sofa glides which I had to return on the direction of the delivery men as they can’t be used on wooden floors, which I definitely told the sales person about, so obviously she had no interest in what I needed, she just wanted a sale at any cost). I then found out that, to escalate this to the FHIO it has to be reported within 6 months! I was sold a sofa with a 20 year warranty but as I waited 8 1/2 months, this wasn’t covered. And as it is manufactured to look this dreadful, they are not at fault. I then received an offer from their media complaints department offering to refill the cushions although with the same materials, as there WAS a manufacturing defect. This offer was made at the end of January (still less than a year after I received the sofas), and on 10th February I agreed to this as there seemed to be no other option. My initial complaint was closed after the offer was made, and I wrote and said I wasn’t happy with that as they had agreed there was a defect and had offered to refill the cushions and now nobody was answering me, and the auto reply to that email told me I would hear back from them, usually with 24 hours. After 10 days I emailed their CEO. She didn’t bother replying to my email after I let her know nobody would reply to my other emails, but she did get someone to finally contact me to say they’ll order new interiors for the cushions. So just another 10 weeks to wait for this, although they’re apparently the same as the current rubbish ones so not sure what’ll be achieved by this. And the marketing department asking me to contact them so they can not resolve this just adds insult to injury frankly. I cannot state enough how much you should stay away from this company, they are the most awful company i have ever used. There does seem to be lots of recent negative reviews showing just how many people are having dreadful issues with this company.