Overall have received great service, we purchased sofas over 4 years ago. We whad. Problem with the frame which broke (not sure how - over the holiday period and had visitors, and noticed one evening it had ‘dropped’ at one end - whereframe was broken). Did an online live chat/message, they passed mobile number over and had a call from the local store within the week. Appointment made for the service manager to call, was just expecting a quick visit to assess the frame and to make further arrangements. But service manager fixed it THERE & THEN in around 1/2 an hour, was really impressed.