Staff generally very helpful with queries, but could have been a bit more proactive when we had a problem with the (very strong) chemical smell coming from the fabric. I was told to keep windows open to air the sofa but I had already done this for 2 weeks with very little difference being made. No one suggested placing vinegar in dishes in the room (in order to soak up the smell), I had to get this info off the internet. Delivery guys very nice, but commented that they probably wouldn't be able to get the sofa up the stairs to first floor (this after several attempts). My husband got in on the act to assist and succeeded!