The in-store experience and products are great, but delivery and customer service is terrible. One of our items has been 'lost' and is being re-ordered. The customer service team cannot specify a redelivery date other than 'maybe September'. This will be 9 months from the order date, if indeed it arrives then. I often get promised a callback from the delivery/fulfilment team which never happens. Each time I call asking for an update I'm on hold for nearly an hour. I asked today to speak with a manager, but it seems that I can't even do that over the phone and I've been directed to their online form. So, in summary, great products, beautifully designed sofas, but shocking after-sales service which has soured our opinion of this company.