Great pre sales experience with knowledgeable and friendly staff in an excellent show room setting let down by poor delivery and follow up. Having decided on a Gastard 3 seater sofa bed, I checked dimensions before purchase as per product card to ensure that it would fit up our internal staircase and through the room doorway. There was sufficient room all round. Delivery van arrived at 6.30am as promised. First chap looked at the delivery path and said "no problems". Second chap came in and said "it won't fit up the stairs". They tried and it would not. Tried reluctantly again and no luck. Offered to place "somewhere else in the house" not a helpful option or to take back and refund. I mentioned a large first floor window as a possible access point but they said they were not equipped to do this and I would need to arrange my own specialist removal company. As a result of not being able to deliver the assembly of the bed frame was not done. I advised Willow and Hall head office that I had had a problem and asked for them to reschedule installation of the bed frame. They said it was my problem not theirs and they would send an instruction leaflet so that I could do the assembly job myself. I contacted a local removal team and they arrived the next day ready to haul the sofa up to the open window with ropes and a ladder. The team leader said why aren't we going up the internal stairs and I said because it would not fit! He tried the internal staircase and within 5 mins had the sofa up the stairs, no scuffs no scratches no problems. I contacted Willow and Hall again asking for them to send out a team to install the bed frame and to reimburse me the cost of the local removalist. I was told that the case would have to be referred to a supervisor. I called the next day to be told the case was still with the supervisor. I am still waiting for a response and the sofa remains in the correct room not unpacked and not assembled. Up until the point of delivery I was very happy and would have given a 5 star rating and a recommendation to anyone who asked. I hope to see action from the after sales team so that i can review my current opinion.