Ordered in store the Moreno reclining sofas x 2 around April 2020. Arrived on time August 2020. Having sat on them a while, realised the chrome frame didn’t touch the floor. So when getting up from the sofa it followed forward with you. The arms were very loose, and within 1/2 an hour the leather wrinkled. It was built like Meccano!
Two technicians later - one being a young girl, who tipped one part piece of the sofa over scratching the karndene flooring, customer service offered me a replacement. We chose the Laurence paying an extra £320, but what the heck it had to be better than the Moreno right, which I was sure had a design fault. Anyway we had the loan of the Moreno until they contacted us to say they were ready for delivery. Begining of April the Sofas arrived. Due to covid I wasn’t able to be in the room to see them till after the delivery men had left. When I walk in to look at them my heart sank......they looked like cheap sofas that you’d get from a back street discount store. I know they’re made in China ( sales person told me so) but these looked like a blind man had made them. Seats, backs and headrests were of a horrible shiny leather, while the carcas - sides, backs of sofas and backs of headrests were like of a dull sticky cardboard leather look fabric, and was of a completely differant colour. The front of the sides of the sofas were lumpy, and the seams showed through. One sofa had some weired kind of wrinkles on the front of the seat, just like pvc sofas from years ago. And the smell was absolutely horrific, which I was told from a service rep was because it had been wrapped up in plastic for a long time - which I didnt believe for one minute!. Anyway my process was pretty quick to some other customers. An hour on phone in queue to complain, offered a refund. Sofa picked up on the right day, and right time, of that week. Rang up next morning, again - around an hour in the queue, asked for the refund to be done, and lady passed me over to accounts, on hold for 10 minutes, and then my refund was processed over the phone. I was told 4-5 days for it to go back into my account. 4 days passed and just as I was ready to ring up again - money arrived...
All I can say is the majority of customer service people I dealt with personally were friendly and helpful, but that can’t make up for the long phone queues, and shocking Chinese thrown together sofas they are sending out. Whoever they have in quality control needs there eyes testing!!!
Please don’t waste your time, sanity and money, (£4000 for us) what you see in the shop is NOT what you get when it arrives!!!