Categorically the worst customer experience we have ever had, issues at every single stage of the process.
In August 2025 we entered the Straiton (Edinburgh) store and a sales advisor specified a sofa for us.
A week later we were called back in as it was actually not possible to order the sofa in that spec, despite us having already bought and paid for that spec after being sold it.
Disappointing, but we respec it and wait for delivery.
The courier fails to deliver 3 days in a row, once even phoning while I was at work to shout at me that he was waiting outside my house (no prior notice)...
Head office/dispatch were completely unreachable during this time.
The issue escalates to the point the store arranges a third-party courier and I pay separately using cash.
The courier who eventually delivers our sofa breaks the bottom of our front door bringing the sofa in, no apology or compensation.
The sofa received is a different sofa than what we had ordered, the manufacturer created the order incorrectly in their system (claimed by the store) and made something different (not what we paid for).
Not to mention the ottoman we bought and paid for was not delivered at all, apparently it had been lost in transit.
We begin the process of claiming either a partial refund and the goods we ordered to be made, or a full refund.
This compensation debate with the store continues weekly while I'm fobbed off for them to 'talk with the store manager' and then 'regional manager', who refused to discuss the issue directly, slowing things down massively.
After reporting the dispute to the ombudsman due to lack of progress, the final offer is a 10% partial refund and the goods, or a full refund.
Reasonably due to the plethora of issues experienced, the compensation was unworthy and we accept the offer of a full refund.
Next stage, the store manager tries to liaise between myself and the head office to process the refund; I wait a month before spending half my shift on hold and getting through to Head Office myself, who have no note of the issues or refund request whatsoever.
After this dealing, the return is booked and refund request accepted, though the initial refund the office tried to offer was not even the full amount, so that had to be rectified.
This ordeal dragged on for 7 months, communication was a nightmare, service unacceptable and return/refund gladly celebrated so we could be done with this company.
Avoid at all costs unless you have the time, energy and money to spend just to receive an unhappy outcome.
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