I came into the staines store on Saturday 26th of Feb and paid a 200 pound deposit for a Darcey sofa. Before I made payment I explicitly asked the sales person Shah if I could get a refund if I decided to change my mind pre delivery. He said yes. He said just ring the store and we will sort it. I called today (2 days after purchase) (28th of Feb) to cancel the order and receive my refund. Shah called me back. He said that a refund was not possible!!!! I was shocked as I always ask this question when I buy a new product and it was him that ensured me that a refund would occur on a cancelled order pre delivery. Indeed on the website online orders enjoy this right (see below). This is the reason I asked the question in store, to make 100% sure I can be afforded the same rights as online. I would have not given a deposit if I did not think this right is available. https://www.furniturevillage.co.uk/help-and-advice/returns-and-cancellations.html To make the matter stranger. I asked to speak to a manager. I was on hold until I spoke to Adnan. Adnan firstly suggested I come in so we could have Adnan, Shah and I although so we could "I guess" hash it out. I obviously declined this request due to time constraints and just because it was a very odd request. I asked how I could escalate the issue. Adnan albeit reluctantly gave me the GM email address and his name. In summary I was misled (lied to) by the Staines sales member Shah and I was left very confused by how unwilling Adnan was to help and his strange request. I did not expect such resistance to an honest request to cancel an order. Also I ask the question what costs have been incurred by staines furniture village to cancel a order two days after purchase and 2-3 weeks before delivery! Apparently the item was already built. Please contact me ASAP so we can correct this situation.