We visited the showroom in Chiswick, but all members of staff (2 on a Saturday) were serving other people, so had to wait quite a while, with 2 small kids this wasn't easy. Information wasn't really flowing we had to ask. We ordered online, and my payment was taken the following day. However it wasn't until I emailed them saying that I hadn't received anything acknowledgement from them since placing my order that someone contacted me. She explained that someone should have called me to go through my order, I confirmed this hadn't happened. I was also informed that I would receive a call from the delivery team a week before the delivery date. During this conversation I did request a Saturday delivery if possible. I received a call from the delivery team on a Thursday confirming my sofa bed was ready and they could deliver on Saturday. We arrange fro that and the drivers arrived within the time slot they had confirmed. Delivery & assembly was very good and efficient, they also removed my old sofa. Torn between giving a POOR score due to lack of customer service, very disappointing, but the delivery team were very efficient and courteous so they deserve a GOOD.