Unhappy and disappointed throughout. Particularly, regarding the conduct of Peterborough store Deputy Manager Nick. After first going into the Peterborough store we had problems at every stage of purchase. After initially placing an order for a Tulula sofa and paying the deposit, we received no confirmation of our order or any acknowledgement at all, despite being told we would receive it over text message and email. After not receiving any confirmation of our order, we went back into the store where we found that the sales assistant had incorrectly inputted my name into the system, meaning we did not receive any order confirmation or details, despite paying a deposit for our sofa. I can understand that people make mistakes with names but if the assistant was unsure then they should ask. No apology from either sales assistant or the deputy manager. We were then told again that we would receive confirmation of our order through text and email, which we still did not receive. We then returned to the store where the sales assistant was unable to find any record of our order or deposit payment, with myself having to show staff our bank statement as proof of payment. Embarrassing and frustrating. We spent over an hour in store while staff attempted to find our order, something which should be so simple. Eventually finding the details. After changing the order, we were told again we would receive confirmation over text and email. This was again not received. At this point, we were increasingly frustrated at receiving no order confirmation or proof we had paid a deposit. We drove to the store for the 4th time and spoke to Deputy Manager Nick and explained our problem and how annoyed we were at not receiving any details regarding our order. No apology was made, with Nick simply blaming the problems on the Sofology IT system. He wrote down his name and contact details for us, with a promise to ensure we would have our order confirmed by Monday of the following week. Despite being annoyed at the lack of apology, we accepted this and waited over the weekend. The following week we had still not received any information from Sofology confirming our order. We called Nick using the number provided and asked why we had still not received any information, or heard back from him despite his promise. His response was probably some of the worst customer service i have ever experienced. Not only was there no apology from Nick, but he described our concerns as “not his top priority”. The fact that poor customer service is not at the top of the Deputy Managers priorities is frankly beyond me. He was rude and unprofessional. While still on the phone to Nick, my partner indicated we would like to make a formal complaint and asked how we could do this. Nick was silent and did not answer the question. After we suggested head office, Nick replied “Yeah i suppose you could write to head office” in a sarcastic manner. The fact that we had prompt your staff to reveal how make a complaint is disgusting. Almost immediately after ending the phone call, i received our confirmation through on text and email. This obviously indicates that IT problems had nothing to do with our issues, and was purely down to Sofology staff incompetence and lack of action to rectify our complaint. Despite all of this, we continued with our order and waited the excessive 6 months for our estimated delivery date of the 18th June 2021. The date that was quoted by multiple staff in the Peterborough store as "the last date that we would receive our sofa”. Once again Sofology let us down, we did not receive our sofa, nor any communication as to when it will arrive. The sofa eventually turning up 2 weeks late. Our formal complaint to the company was also never replied to, and it’s almost impossible to get through to the customer service team (30+ people on hold). AVOID!