I just got off the phone with a customer service agent called Kaisar Farooq (Wednesday 14th May 2019 @09:40) who is the worst agent I have ever had the displeasure of dealing with. First, he was struggling to find my order and needed me to repeat the order number, which is forgivable. Then, I asked him very simply "Do I have warranty?" to which he responded "what do you need it for?" I told him its irrelevant and I want to know whether or not I have warranty. He then said "No"! Unbelievable!!! I asked him is there no such thing as a manufacturer's warranty??? He then put me on hold to check the manufacturer's warrant and confirmed there is 12 months manufacturer's warranty. I then asked him whether or not I had extended warranty and he put me on hold again and confirmed I do have extended warranty!!! And guess what...it was 5 years extended warranty! So he lied to me when he said "No" I don't have warranty with my purchase. I told him the recliner is no longer working and I would like it repaired. He then told me that is a wear and tear issue and my warranty only covers me for accidental damage! He said I would need to pay £50 for an independent specialist to have a look at my couch and confirm if its a manufacturer's defect or wear and tear. He said if its wear and tear I would not be reimbursed the £50 assessment and my couch would not be repaired through my extended warranty cover. I kept telling him he is argumentative and rude and he needs to stop interrupting me when I speak. At no point was I abusive or swear or even raise my voice but I was feeling extremely agitated! I tried to give him feedback because I was fuming (again I never raised my voice or swore) but he then played dumb and said "hello, hello" before he hung up on me! I immediately called back customer services to complain and the female customer service agent Danielle logged my complaint and she even confirmed that my warranty covers me for a defective recliner!!! She said all I need to do is call their claims company called Guardsman who process these type of claims, which is covers defective recliners. Kaisar Farooq lied to me several times when he said "No" I don't have warranty and defective recliners are associated with wear and tear, which he claimed is not covered under my extended warranty cover. The man has no business working for Harvey's or any customer facing role! If I wasn't persistent and if I didn't continue to challenge his knowledge and answers I would be stuck with a defective couch having to pay out of my own pocket for a repair. God only knows how many other people he has misinformed and lied to in the past. Thankfully, Harvey's record telephone conversations so they can review the conversation and confirm the lies he tried to feed me and how his behaviour and conduct was unacceptable and far removed from Harvey's otherwise reputable service. I logged a complaint with the customer service agent Danielle and I am hopeful I will be contacted with a resolution, otherwise I vow never to shop at Harvey's again just so I have peace of mind that I would never have to deal with Kaisar Farooq again!!!!