Overall my experience with Sofology was good, I'm not sure on some review sites why they get such a bad rep, although I think this was a while back, all that being said its 3 stars as I will explain below. I ordered the Keswick 4 seater sofa before I moved into my new house. We ordered online (this is the key here to a refund!) after seeing the sofa in store. We had to wait on back order for several weeks but this was ok, once we got the sofa it didn't look right in the house so we requested a refund, as we bought online we had the protection of the 14 day money back guarantee written into law although sofology kept referring to 'our distance refund guarantee' so this may be distance from a store etc, I wasn't overly happy with being told i was 'lucky' as most people don't get a refund, when in reality I know the law! The staff however were really helpful and understanding and although they messed up a bit with their delivery drivers (they were disgruntled to be picking up a sofa early morning as they kept saying 'we have your delivery' so were not happy when I said its a collection) but this wasn't my concern or have to deal with that. The only real reason I give 4 star is the brand new sofa had a few little wispy material bits and there was a slight design flaw on the weaving on one arm, almost like where you finish sowing, im ok with that but others wont be! the other issue that was by the by was that they actually sent us the wrong colour sofa, this would of been a big issue had we kept the order as we would have to send it back and get the correct colour several weeks later! The delivery and collection was both seamless. And my refund was sorted in days after and back in my account so cant fault them there , a lot of reviews say the customer service is rubbish and nothing gets done but I had anything but this experience the staff were very nice, helpful and understanding. Finally my last gripe is that the company Sofology arrange to pick up our old sofa 'clearbee' they never turned up after several messages saying they are on their way including one I raced back for at the shops as they said they would be there in 6 mins after messages saying all day they are on their way, they never came which was a silver lining now but a totally rubbish service and Sofology washed their hands of dealing with this as its a third party, even though we paid Sofology for this service. Good and bad so 3 stars.