I ordered and paid for a footstool, 100% upfront, I was given a delivery date. But then, on the day of delivery... nothing!! No one called, no one turned up.. nothing. Then for almost a month thereafter I was left chasing it, practically on a daily basis because every time I was promised a call back but due to extremely bad customer service at Sofology.. no call back. Until finally I was told they lost it. I told them to give me a full refund and I will never deal with such an incompetent company again. When I asked for the name of the customer service manager to write in about my experience, I was told they are not obligated to do so and as I had a full refund I was no longer a customer.. have you ever heard something so PATHETIC!!! So glad I purchased my sofa from Darlings of Chelsea... service is exceptional!!