Purchased a large modular sofa in May 2020, it arrived in August 2020. It was poorly packed, the velvet material was damaged and with matching scatter cushions missing. After multiple contacts we have received no replacement cushion cover or missing scatter cushions. Customer service is awful it takes weeks for a response. We have been refused compensation and after 7 months we have no idea when this will be resolved. The sofa itself is a disappointment, we went for the deluxe goose down filling. Its lumpy and uncomfortable, we thought this would reduce with use but after 7 months it hasn't. As a result, we believe this is a substandard product. The large cushions require daily to twice daily plumping. The cushions are dense and heavy its a real hassle plumping them, I could not for example imagine how someone with a back problem could manage the task. This was our second purchase from Willow and Hall, having previously bought a sofa bed. We spent over 2.5k on this sofa and our intention was to buy a matching armchair and footstool but that's very unlikely. We also made the purchase through the topcashback website and have still not received £121.00. Despite multiple attempts the company cannot get a response from Willow and Hall. I know how they feel.