AVOID AVOID AVOID. I HAVE LODGED A FORMAL COMPLAINT AS TO THE FACT THAT THE COMPANY COULD NOT AND DID NOT DELIVER MY SOFA WITHIN 10 WEEKS AS PER THEIR CONTRACT OF SALE. Complaint letter: 0n 4th July, I ordered the sofa in the Croydon store and had confirmation that my order had been placed on 5th July 2019. Store employee Kareem Beaton was very helpful. As I had measured my access in advance, he ensured the order had a clear note for the Warehouse that said “Breakdown fully for delivery”.   Kareem assured me that the note he had placed on my order from DAY 1 would ensure that Warehouse and Delivery team would NOT bring the sofa in one piece. It would be brought in pieces to be assembled on site. He also assured me that Marmont sofa arms and back were completely removable and the Warehouse would be disassembling it without damage to the actual sofa.   On the delivery date 31st August, having waited for 8 weeks and had my delivery date pushed back due to delays to my order (according to your Home delivery team), the delivery/installation team brought the sofa assembled in one piece .The sofa would NOT go through my living room door as I had already measured and spoken to Kareem about it. THE POINT WITH THE NOTE “BREAKDOWN FULLY FOR DELIVERY” WAS TO ENSURE THAT THE SOFA DID NOT COME IN ONE PIECE SO DELIVERY COULD BE MADE. See attached picture of sofa as evidence.   The Delivery/Installation team told me they can rip up my sofa with a knife and remove the black mesh cover that had been stapled to the body of the sofa. To do so they would use a household metal screwdriver and could not guarantee that the sofa would be free of damage. The Delivery/Installation team also explained that sofas arms and backs, which need to be disassembled prior to delivery, are removed in the warehouse as they have plastic tools that will not damage the actual sofa during disassembly.   I notified your customer service immediately, whilst the delivery team was still on site. The customer services team confirmed that the sofa should NOT have come in ONE PIECE!   I did not accept the order of the sofa and subsequently had a call from your Delivery team trying to arrange a redelivery. But they wanted to redeliver the sofa in the same state, i.e. in one piece for the delivery team to “carve up my sofa on my front drive”. This is unacceptable!! This is NOT A CHEAP SOFA! I do not expect to have my sofa delivered in any other condition that NEW AND PRISTINE.   I spoke to your Croydon store again today (31st Aug) and they were shocked to hear that the Delivery team had suggested to cut the mesh with a knife and remove staples with a metal screwdriver. Your Croydon store confirmed that the note they had left on the order would mean that the sofa is disassembled in warehouse with the correct tools!! Otherwise it would damage my sofa!   Your Delivery team has told me that a report will be sent to your Depot manager, who will investigate. I expect a call from your delivery team. The response: Upon receipt of this complaint the escalation team (Craig Bathgate) offered me 3 options: 1. Wait ANOTHER 8-10 weeks for a like to like replacement as cannot guarantee a delivery date at all but most likely in line with the original order. This is totally unacceptable with only a measly £100 as cash back when the order was over £1k. I am LITERALLY SITTING ON THE FLOOR IN MY LIVING ROOM AND AS PER SALE/CONTRACT YOU WOULD DELIVER THE SOFA WITHIN 10 WEEKS NOT 20 WEEKS. 2. get a credit note and buy another sofa and £100 cashback. This is not suitable as no other sofa range fits in space and access restrictions hence why I spent 2h in store with Kareem) 3.get full refund of my money/complete order (incl delivery charge). This is my legal right so I expect this and have requested it. Now Sofology wont pay me my money back until they have picked up the footstol (which was delivered). The kicker is that they want me to stay at Home A FULL DAY waiting on their delivery team to pick up something they should have delivered correctly in the first place and inconvenience me even further. Sofology shame on you... for not being reasonvale and come and pick up the item when I am available. I will take this further up the chain of complaint...but for you as a customer I recommend just AVOID AVOID AVOID.