Bought sofa and armchair from furniture village there is a problem with the seat of the chair sinking while sitting in it causing back pain. I phoned the store they said it was a manufacturing fault and put an order for another one. Two days later I told them I have lost faith and can guarantee the next one will be the same. I was told if I cancel the order they will take 25% from the refund which works out as 235.00, just for two day's into the cancellation. They said it was their protocol but on the website it states there are 3 easy steps for a refund in full, say's nothing about taking 25%, if it was a few days before it was due to arrive I would give in. Why is this protocol known to customers at the time you pay them money.