After a 13+ month wait for replacement cushions and a request for a senior member to contact me so that I may go through my torrid experience with them did not happen (I was told I would receive a call within 24 hours) so I had little choice other than to leave a negative review. Within an hour of leaving that review I had a response from Mr Bell - Head of Customer Services at Moda Furnishings Ltd Interestingly Mr Bell’s use of ‘genuinely required’ in his final paragraph of his published response is revealing. I didn’t receive an email in May as he says, I did however receive one from him on 8 February stating that my cushions that were due “by the end of February” are now expected at the “end of April.” It goes on to say that “I will also ensure we update you..”. April passed and in early May, I was forced to be proactive and follow this up as updates were never forthcoming throughout the 13+ months period. There were more missed deadlines of “mid- late May”, then specifically the “3 June.” I waited patiently until 14 June before getting in touch yet again. Although I can fully appreciate their reasons for delays (no matter how frustrating they are), it is the complete lack of communication that’s at fault here. If Moda had simply kept me abreast of developments it would have been alright. I never received updates and all I could see from their website reviews were 5 star reviews from new customers who had received their fresh orders. It makes one wonder? The icing on the cake is Mr Bell’s final sentence: “I will of course give you a call later today to discuss your experience in full.” The fact I’m still waiting for that call the following day speaks volumes. Looks accommodating on a response to a review though!!