Willow & Hall is genuinely the worst company, product quality and customer service I've ever encountered. Summary: First sofa faulty, replacement sofa sent also faulty, refusal to refund for months on end, ignored by customer service. Note: I also had to follow Feefo’s complaint process to get a review request sent as W&H refused to issue it to avoid a negative review – so we can assume they do this to others to keep their ratings up. I ordered the Bishopstrow Chaise Storage Sofa in January 2019. Shortly after arrival the CHAISE SECTION OF THE SOFA BROKE - not the quality I expected or had paid premium prices for. W&H offered a repair (external company, they don’t do fixes themselves) which took weeks of chasing on my end to set up. When the repairman finally came, he immediately said he couldn’t do the work as it was a lot more time intensive than W&H had led him to believe (despite detailed photos sent to evidence the issue). He also advised in his professional opinion that the sofa design is poorly made. I chased W&H for several weeks for another solution and was routinely ignored via email, and when calling customer service told me there was nothing they could do until ‘the warehouse responds’. After almost a month of frustration I finally wrote an email to the Managing Director, and received a phone call less than 12 hours later advising they would happily expedite a new sofa and it would be with me in less than 4 weeks. That new sofa arrived promptly as promised but had a faulty pillowcase with an exposed zip. No solution was forthcoming, and I was palmed off for another week via email, before THE REPLACEMENT SOFA BROKE in the same spot again! I lodged the issue again via email with detailed photos and advised that I wished to proceed with a refund, which customer service heartily agreed to on the phone and triggered the returns process for me. 28 days later of ignored emails, and chasing phone calls (sitting on hold for up to 45 mins on one occasion) I finally got a collection date for the second broken sofa, and was finally refunded about a week later. I should note they refused to refund me for cost of taking my old sofas away - which seeing as I now have nothing to sit on in my living room seemed like the least they could do. At no point was any sort of compensation offered for 6 months of stress and frustration. Even contacting their Managing Director or threatening legal action does not produce any kind of apology or action, you just get ignored. Multiple times I have been promised a ‘Manager will call you back tomorrow’ but it never happens. The customer service, delivery and manufacturing warehouse teams are all located in different places around the UK and have no effective way of communicating amongst themselves which is what leads to the huge delays. I have been advised on the phone they are ‘restructuring internally’ at the moment, which is leading to delays in production, so I would caution against placing any orders and go elsewhere for good quality products. The delivery men advised that they collect multiple W&H chaise sofas per month with the same broken part, which is contradictory to customer service who told me 'this has never happened before. I do wish to note that Tegan in customer service was very kind and the only representative that treated me well (although unable to expedite anything or actually help due to internal process). I want to clearly end this review by stating this is worst experience I have ever had with any brand, budget or luxury alike, and I would vehemently not recommend W&H to new customers. Appalling customer experience and non-existent product quality - 0 star review from me.