After seeing negative reviews we decided to do a 2 hour round trip to see the two wing back chairs we were thinking of buying. We were greeted by Kayleigh who could not have been more helpful showing us and explaining in detail each of the different types of chairs. Kayleigh also explained the 30% retention of refund before we signed up however also went through each scenario to put our mind at rest. The type of leather used can have bites, scratches etc evident and again we understood and had two chairs delivered but unfortunately one was worse than expected so we contacted the after sales and dealt with Samantha who again was more than helpful and with no quibble or request for evidence immediately arranged a replacement chair to be sent in. It was a smooth process with no hiccups and we now have 2 chairs we are more than happy with. The sales team and after sales could not have done a better job. Just take the time to check before you accept negative reviews. I must add the delivery team were courteous and helpful Again thanks to all the team