The product is first class. High quality in every respect. As such, when something goes wrong, because this is probably a rare event, they have trouble reacting. I had a problem with the castors on a swivel chair, the base was replaced quickly and with no problem. The second base then had a similar problem with the castors and they requested I send the base back for assessment this I did. It took a long time, many phone calls and emails before the base was returned. In truth, I believe I was dealing with the technical people who often have little understanding of customers needs. When my problem came to the attention of the sales department, the reaction was instantaneous and the problem was solved. Whilst going through this protracted negotiation, I actually placed an order for a Chesterfield sofa such was my confidence in the product. I asked for a delivery by 23rd December latest and they did it on 22nd. just in time for Christmas. I come from a sales background and I know what technical people can be like at times so I was able to forgive them. The quality of the product is after all more important.