I ordered the Manresa Rope 5-Seater Sofa Set in Taupe and Beige. The order process was smooth, and the delivery even arrived a day early with a helpful call confirming the time. Unfortunately, the problems began on delivery day. The 3-seater sofa had a large dent on the arm, and the table was scratched all over. I raised a return request immediately and provided multiple photos of the damage (even before unpacking). Despite this, the team repeatedly asked for more evidence of the box and damage. Since then, I’ve been trying to return the faulty items, but the process has been frustrating. The team insists on the items being repackaged before collection, but because of health and safety, they won’t be able to remove the items from my garden, meaning I have to leave them outside on a public road. They refuse to confirm a collection date without the items being packaged first, but I can’t package them properly without knowing when collection will happen. After two weeks of back-and-forth, the situation remains unresolved. This seems like a poorly handled returns process that unnecessarily complicates what should be straightforward. My suggestion would be simple: confirm the collection date, and I’ll package the items on that day and provide evidence accordingly. It’s disappointing that common sense and clear communication could prevent negative reviews like this one. I am hopeful to come to a resolution soon. Update: it is now August 8th and I still do not have an exchange date in place by the business. I flagged the poor quality of my furniture on the 23rd June, it has been back and forth since then. 14 working days ago, I was told it would be resolved within 10 days. Here we are, still no idea on when they will exchange and provide me with quality goods. Update 2: 11th August. Today I spoke to someone via online chat, thought I’d change tactics. James was honest and provided the first real update in months. Sadly, my order exchange wasn’t given to ‘planning’ until last week. They are ‘aiming’ for this week, but they have ‘10 days’. So, once again the clock has reset, I have no idea how they think that it’s okay for them not to put something through and then reset the timeframe after being the ones who missed it. I can’t wait for this to be resolved and so I can never buy from these people again. Genuinely mind boggling. Everyone I’ve spoken to has had an order damaged, but I’m the only one who has had to wait months for a resolution. When you’re paying upwards of £1500, you expect a higher quality of customer service. I 100% do not recommend Update 3: I commented on a FB post detailing my experience in the vain hope someone would help me. They sent me a private message and confirmed it was back to ‘awaiting planning’. When I questioned why nothing had moved, I was told that ‘I’m sorry you feel this way. We can’t give you information we don’t have’. So basically, at this point, this company has sold faulty good and literally stolen my money almost two months later. Absolutely outrageous.