We received our sofa in October 2018 and after 3 month the metal hinges from the back / neck rest were poking through the leather. Our 3 seater recliner is the most uncomfortable sofa we ever had! Sofology sent an engineer to review our case. He was very encouraging after sitting down on the sofa he said that the sofa should be advertised as a large 2 seater. He offered to patch up the hinges, but advised that this will go lumpy after a short while. The engineer handed in his report, but to our surprise it said there is nothing wrong with the sofa. We were told that this is the way the sofa is manufactured / Case closed! After 2 weeks of email exchange our case was finally escalated to the "Priority Support team " Here is the email we received on the 25th May Your reference for this complaint is : xxxxx Your request has now been referred to our Priority Support team. Your personal direct dial number for this team is : 03444 81 80 32 This means that your support has been prioritised. We are committed to our mission, which is to help you feel at home on a sofa you love and will aim to offer you the best support experience possible. Our team will review your details and call or reply back to you very soon. We normally reply within 2 hours but please allow up to 24 hours for us to do the a thorough review. If you need to add anything to this request, simply reply to this email or call us on the above number. We're open Monday-Friday 8:30am-6:30pm, Saturday 9am-5pm and Sunday 9am-1pm. WE HAVEN'T HEARD BACK FROM THEM SINCE!!! For customer service the deserve 0 stars!