Event timeline - [ ] 5 July 2022 ordered 3 seater sofa, quoted 3 week delivery time - [ ] 5 August 2022 chased Sofology for an update on delivery and was told that they cannot locate the sofa, it was misplaced so they ordered another one with another 3 week wait - [ ] 26 August 2022 sofa is delivered but only half, the complete back rest is missing - [ ] 27 August 2022 spent approx two and a half hours on the phone with customer services trying to resolve this, finally one representative tells me she has logged this issue and someone will call me back the next day - [ ] 29 August 2022 spent half hour on the phone with customer services again as I hadn’t heard from them like they promised, they logged in the issue again - [ ] 2 September 2022 chased customer services again as I hadn’t heard back, they advised that they will now log this issue with the depot managers and I will receive a call back from Sofology before the end of the day - [ ] 3 September 2022 spent two hours on the phone with customer services as I hadn’t heard back who advised it’s unlikely that the depot will find the missing part. The 3 seater one I had ordered was now out of stock so they could either replace it with a different range three seater where I would need to pay an additional £500+ or a two seater of the same range or a three seater with a manual recliner of the same range (my item was power recliner) in a different colour however I would have to pay an additional £200+ as the item price had increased, I declined as I don’t see why the consumer should pay for Sofology’s mistakes. They should rectify by providing an equal to or greater. - [ ] I have declined their measures to rectify this problem as I don’t feel you should accept a lower spec product (two seater) or pay more for your spec. I have rejected the item and asked them to collect the sofa. This is the first time I am posting as I have never dealt with such an incompetent and uncaring company. They are not bothered if they have made a mistake (twice in my case) and want the consumer to pay more. I can see a lot of negative reviews from fellow buyers and I wish I had read them before going though this hassle. I will never purchase from Sofology again.