The actual product is very good (we really love our sofa bed) but the customer service is not! We found them a frustrating company to deal with. We initially ordered a loveseat sofa bed and then changed our minds and ordered a three seater sofa bed. The whole process was grim. I called up to ask for a return of the first item (a day after it was delivered) to be told by someone they would have to 'speak to management' to arrange the return (don't tell me about your process just tell me it will be arranged! that is all I want to hear...) and that there would be 'an inspection' of the item before a refund would be granted. That basically set the tone. There is then no correspondence regarding a date for collection. I called up at least twice, another 'I will chase with management' and then a phone call from someone asking how I heard about them. I ask this lady about the collection of the sofa bed. She says she will get back to me. Never heard from her again. Once we had finally got the first item refunded after a wait of around three weeks for it's collection then a further week for the refund we then had no correspondence regarding the delivery of the second item. Just nothing. Even on ordering there was not even a confirmation email (which I called up and got emailed though). Four weeks after ordering there was no word from them regarding a delivery date. I was told it was at the warehouse waiting to be collected. A delivery date was then emailed though shortly after my phone call. It arrived with two lovely delivery men but they didn't have the tools to take the arms off (we paid extra for removable arms) and they had to ask my husband if he had the tool they needed. Thankfully he did otherwise it would have had to go back with them. All in all I have to say we felt quite stressed dealing with this company.The actual products are lovely - well made, high quality but the costumer service needs some work.