I purchased an ottoman bed from [Company Name] and after a period of normal household use, the gas-lift mechanism failed — bending and detaching from the frame, making the bed completely unsafe to use. I contacted customer service with photos clearly showing the issue, expecting support or at least a replacement part. Instead, I was told the fault wasn’t a manufacturing issue and was asked to pay for an independent engineer’s report to prove otherwise. They even suggested the failure could be due to “cleaning,” which I found implausible and dismissive. All I requested was a replacement part — not a refund or a new bed — but they refused to assist. I’ve now escalated the matter to the Furniture Ombudsman for independent review. Very disappointed with the lack of accountability and support.