"People in shop great but once something goes wrong it a long and hard process and don't expect a good outcome. Our replacement sofa, for one that they eventually conceded was faulty, arrived in Sept but unfortunately wit problems. Technician came out you need 2 new cushions 12 weeks lead time. Technician came out to fit managed to singe the leather on one and cushion did not resolve the issue on the other. needs a new frame which duly arrived. Technician came this week to fit,took the sofa apart and then sorry its the wrong size! his view there were a couple of issues and it was the worst he had seen. Back to product support who eventually agreed to a replacement for the replacement. so off to sofology and decided that after the problems we had we didn't want a direct replacement. There was one that was £50 dearer but thought Sofology will live with that after catalogue of problems. In fact emailed proposing just that and spoke to product support who agreed. She was going to order there and then but unfortunately I couldn't remember the colour; No problem go to the store and use their phone to call me and I will order. Went to the store checked the colour but couldn't get hold of the person so left a message. They called me back saying that they would give me a credit note (£1399) for what I paid or a direct replacement £1549). So I can only get the £50 more expensive sofaif I pay an extra £250. Final offer my money back (£1399) a direct replacement or a credit note plus £50, on the credit note, as a goodwill gesture. So I can get a direct replacement with a shop price of £1549 or I can have a credit note for £1399 + the £50 goodwill gesture. If I want to put in an additional £250 I can have the sofa that is £50 in the shop. Or I can have a refund of £1399 and take my custom elsewhere.”