I'm a repeat customer of this brand, but will never recommend or buy from them again. My experience is that standards - from quality to customer care - have dropped sharply. The first sofa I had from W&H a few years ago was excellent - the most recent is a disaster. Within months it was coming to pieces at the seams and joints, and the premium cushions were as flat as pancakes despite following care instructions. When dialogue with their customer service team became a stuck record, I requested the complaints procedure. Not only does W&H insist that you write them a postal letter detailing your complaint - making quite clear that they won't accept complaints by email - they will then reply to your complaint via email. Almost as if the letter element is simply designed as a barrier to complaining. Also, based on my experience, the official complaints process will be a total waste of your time. Ts&Cs allow for (in my opinion) huge issues to go unaddressed. For the sake of my own sanity, I've written off the loss of this expensive piece of furniture and cut ties and communications with this company, but I feel I should warn others - especially those who, like me, might be returning to the company after a previous purchase. I don't know what has changed, or if I was just lucky first time around, but I won't be back.