I had placed a warranty claim for a sofa purchased from Furniture and Choice in 2019. Unfortunately, a replacement sofa could not be delivered and I was informed by Stainguard to select a new sofa. I had found a new sofa and paid an additional £350 for said sofa - Stainguard had placed the order on my behalf. The replacement sofa was delivered, however, I had noticed that the material of the sofa was incorrect. As you can imagine, I contacted Stainguard to figure out what went wrong. Stainguard had informed me that they did place the correct order, however, Furniture and Choice delivered the incorrect sofa. I was advised to contact Furniture and Choice directly regarding this matter. I contacted Furniture and Choice and informed them what had happened, to which Furniture and Choice acknowledged that they delivered the incorrect sofa. Furniture and Choice advised me to repackage the sofa and arrange for a collection. Now, I had disposed of the old cardboard packaging, however, Furniture and Choice delivered a roll of plastic packaging and a single roll of tape. I had contacted Furniture and Choice expressing my concerns of not being able to package sofa. I am 67 years old pensioner with a bad hip. I had expressed that as this was Furniture and Choice's fault for sending me the incorrect sofa, they should be handling the packaging of the sofa. After some back and forth and some jargon provided by Furniture and Choice, I spent over an hour and a half attempting to triple bag a sofa that weighs considerably more than me. I now have no sofa to sit on for three days until the replacement sofa arrives. Furniture and Choice had offered to send out the correct sofa, however, during this time, I noticed that the cost of the sofa had reduced by £200. Upon noticing this, I contacted Furniture and Choice to enquire if I could be refunded the cost difference of the sofa to make up for the inconvenience I had faced throughout this whole ordeal. Seeing the positive reviews of Furniture and Choice, I had expected that they would adhere to my request. Furniture and Choice informed me that I must contact Stainguard regarding this matter. Stainguard had done nothing wrong and it was in fact Furniture and Choice who delivered the incorrect sofa to me. Stainguard merely processed the order on my behalf. Furniture and Choice expressed that as no money was exchanged between myself and them, they could not offer any kind of refund. When pushed further, Furniture and Choice said that it was in fact Stainguard who had provided incorrect information to them which resulted in the delivery of the incorrect sofa. I had contacted Stainguard directly to enquire if this was accurate. Stainguard conducted an investigation and confirmed on two occasions that The correct sofa was order, and the fault lies in Furniture and Choice sending the incorrect sofa to me. I presented this information to Furniture and Choice, and customer service manager Joe stated the following “To finalise here, as you paid Staingard the extra amount, it isn't possible for us to provide any refund/payment because there arnt any on our end, regardless of who is at fault you would need to speak to Staingard regarding this to see if this is something they can do for you.” It was incredibly unprofessional that Furniture and Choice essentially backtracked from their initial claim that Stainguard was at fault. Moreover, to state “regardless of who is at fault” when it was clear that Furniture and Choice had made the error was shocking. Given that Furniture and Choice could not process any refunds, I had requested store credit of £200 as a form of compensation. Furniture and Choice ignored my request and simply reiterated that they could not process refunds. Any other business that values their customers and reputation would have owned up to their mistake rather than place blame onto another company, put things right and provided some form of compensation to make up for the distress and inconvenience I faced. But no, that is not how Furniture and Choice operate. Instead, they are fuelled by maintaining profits over integrity. I’d advise anybody that is considering purchasing items from Furniture and Choice to stay clear from this business at all costs.