I bought a sofa bed that turned out to be poorly constructed - it wouldn't close- and the mattress was very uncomfortable. I asked that the sofa be replaced but was told that I had to pay an 'independent expert' to examine the sofa, and then his report would be the basis on which a replacement would be based. None of this is stated anywhere in the contract small print, and I suspect it is just a way to get out of replacing a poorly constructed 'luxury' sofa. In every way, my experience has been poor: quality, service, guarantee, so would advise against buying a sofabed from Willow and Hall. Added after customer service comments: Your comments that the matter had been looked into meaningless as you did not address or resolve any of the complaints but just hoped I would go away.