After approximately 2 1/2 years our oscar sofa developed a fault. Part of the frame snapped and the sofa now sags and nearly touches the floor. M&S sent out a technician from Castelan who took some photos of the problem. M&S then responded to say the damage was accidental and there is nothing further they can do and we should take matters up with the furniture ombudsman. I tried to respond to the email but it’s an unmonitored address. I then called the customer services number but again I was told there was nothing they were prepared to do and my ONLY recourse was to the ombudsman. Shocking response from a retailer I have been loyal too all of my life - not any more!! ! No right of reply or consideration of their obligations under the Sale of Goods Act.

Ordered TV unit and matching side table. The Delivery is outsourced to a company who only offer 2 days each month to deliver meaning I waited over 7 weeks after paying for the items to arrive. The TV unit is missing parts on the draw (the last part of the build... typical!) and the side table has paint chips to one side. The complaints procedure is a joke. As the items are out of stock M&S will collect and refund leaving me with no furniture. Eventually agreed a part refund after multiple emails and calls. Inflexible service procedures and poor treatment of customers. I wouldn't ever recommend.

Bought sofa and loveseat over a year ago and from the first month nothing but distress and heartache.customer service is a total disaster and incompetent constant emails photographic evidence.even the person from castelan they sent out to repair the sofa’s actually made them worse but put in his report the sofas were fine spent over an hour on the four times he was sent out to fix sofa’s just plumping up and dressing the sofas then took photos to state all was fine.I hope and advise people please avoid M&S sofas as your just creating a nightmare and continued grief for yourself.to this day still nothing has been done and now my scatter cushions are a mess as feathers are everywhere thus having two sofas with no cushions.the repair guy told me he sends off reports and then it’s up to Marks and Spencer’s to deal with it which to this day sofas are still not repaired if I could I would have given zero stars as it’s a very bad company to deal with and get your problems resolved…….customer service is appalling

8 months later, we are now on our second faulty ashton 4 seater sofa. The first arrived ripped, and with a snapped frame. After failed attempts to fix it, a replacement was organised. 4 months later it arrived and aside from not being ripped creaks worse than the first. Customer service has been appalling. No compensation for the numerous appointments, redelivery and failed repairs plus time spent on the phone. They use third parties for both deliveries and repairing furniture and seem to have zero ability to influence these. Would never but furniture from them again.

Order £3k worth of Copenhagen sofas in house leather - steel. First delivery - red mark on a cushion - they wouldn’t just replace a cushion so waited weeks for a replacement - replacement delivery then delayed. Eventually it came and OMG what a total mess - lumps, bumps and can’t even stitch straight wherever they make these ! Delivery man was totally shocked at the state of this sofa and he agreed with me it simply was not up to standard or acceptable ! Got £150 compensation - really pathetic given poor quality delivered / and I don’t think the leather itself is very good at all. A few weeks in and they look a mess - where I have sat on very few occasions this summer looks like it’s been sat on regularly for 5 years - will never buy furniture from M&S again ! If I hadn’t binned my old ones these would certainly have been returned in full. I’ve had cheaper sofas from places like DFS much better quality in the past - won’t make this mistake again. I wish I could post photos to show future customers what to expect !

Saved hard and ordered 2 Nantucket leather sofas from Marks and Spencer, delivery had to be rescheduled a couple of times and when it was finally rebooked they didn’t bother to shop up. It took numerous calls and emails to eventually get a new delivery date. The sofas arrived and noticed some damage to the leather on the back top corner, delivery guy said it had been stored incorrectly upright on that end. Reported it to Marks and Castelan came out and repaired to an acceptable standard. I mentioned that the seat on the same end seemed to dip a little and was advised to let it settle in. Big mistake. The seat is very uncomfortable and under the cushions looks different to the others, Marks and Spencer sent out Castelan again who looked at the sofa, under the cushion and stated it wasn’t a manufacturing fault. This meant Marks washed their hands of it, directed me to the furniture ombudsman whom I stupidly asked to look into it. Six months have been wasted, Ombudsman arranged an ‘independent’ service company, no it was Castelan and they were paid and reported back to Marks, not independent at all. So now my sofas are six months older and I’m needing to look at other options. So beware, apparently it’s normal now for their sofa to dip down in the corner and be extremely uncomfortable. Interestingly this hasn’t happened to any other seat, nor on other older sofas I have and nor did it happen to my 20 year old leather Marks and Spencer sofa these replaced. Standards and quality have dropped and customer service is non existent.

Bought these beautiful sofas in 2007. One 3 seater and one extra large 3 seater. Kept in the lounge they were very well used by our family of 4 grown up children and friends. We are now passing them on to our daughter, husband and 3 children as the sofas are in excellent condition with lots of years left in them. The sofas have kept their shape, the quality leather dies not have a mark on it and the filling is still as comfy as when new.

Purchased 2 Oscar armchairs (no longer available - appears to have been renamed Conway???) beginning of this year, alongside 2 footstools, all in chunky weave grey with mid-brown wooden feet. One armchair arrived with slight material damage to the bottom corner which was repaired on site a few weeks later. The armchair and footstool feet did not colour match and the weave in the fabric on one footstool had been fitted in the opposite direction to the other three items giving an odd appearance. The feet were exchanged/replaced at the time of the armchair repair, the footstool with faulty weave had to be returned and replaced - I was offered a choice of a £50 goodwill refund to keep the footstool which I declined considered original purchase price being five times the goodwill offer. The seat cushions slide forward 2-3inches on the seat base every time the armchairs are used and am now in the habit of having to shove the seat cushion back into place each time I leave the seat. This whole scenario is very disappointing. I had previously purchased three complete lounge suites over the past 25 years and a couple of years ago completely furnished four bedrooms with their Sonoma bedroom range. I have never had issues with any of these and received good prices each time the lounge suites were sold on. It is clear that M&S have changed their manufacturers culminating in products below the expected quality. Value for money was always the incentive to return to M&S for furniture but I doubt I will be making furniture purchases from them in the future. They really have become ‘High Street’ standard.

I wish I had searched for reviews of Marks and Spencer sofa's before purchasing. My experience seems typical as other reviewers on this platform, but Marks and Spencer are just getting away with it. We purchased a 3 seater and 2 seater leather Wyatt sofa, seven week lead time for delivery was extended by another two weeks but that was ok we still had our old sofa's which Marks and Spencer were collecting on the day of delivery of the news ones (for a £79) costs. Delivery day arrives and the two sofas are accepted by husband. After all the packaging is was removed he sends me some photographs, first the two seater sofa which looks beautiful and then the three seater, which frankly looked like the back cushions had been sat on for years!! When I got home from work I said to my husband the cushions on the 3 seater bare no resemblance to the 2 seater. The 2 seater back cushions were filled to the seams and filled the leather, this looked like a new unused sofa. The three seater on the other hand had huge folds of leather creases and gaps in the top corner. I initially thought I could just plump them up but no matter what I did the cushions looked completely different in appearance to the 2 seater. On the day of delivery I contacted M&S and stated that the cushions had not been filled correctly and the sofa I had bared no resemblance to the 2 seater or images displayed when purchasing the sofa. The agreed to send a technician out from their third party insurance company. So over the next few days I waited for an email from Castelan after numerous calls I eventually received a link to upload images. I did this and the following day I received an email saying following a visit from a technician they can find no manufacturing fault with the sofa, at this point the sofa is 10 days old and looks more like a rag with usage each day. After ranting to customer service about being lied to regarding the technician they agree to send a technician out the following week. I state to the customer service agent that if Marks and Spencer don't rectify the visual problem with the sofa I will be returning them. The technician was arriving outside of my 14 day window so I ensured I received in written confirmation they would accept them back. The technician visited and viewed the perfectly good 2 seater and the stark contrast to the 3 seater. I explained that a week old sofa should not be puckering and have huge folds in the leather and that the 2 seater was manufactured to a higher standard. After he had filled with the filling and bounced around a bit with the cushions they remained the same BTW, he said if anything they just need to be refilled, this would involve us taking the buttons of and getting replacements. So after these comments I thought - great they are going to do something about the issue raised. The following day an email arrives stating Castelan state their is no manufacturing problem with sofa and the cushions just need plumping up!!! I was raging I couldn't believe it. I contacted the Furniture Line and asked to speak to a manager in the UK, no you can't do that was the response. After calling back I eventually get put through to the referral team in the UK where I explain what had happened. I had even taken photographs into the Marks and Spencer where we purchased the £3k sofas from and they agreed it wasn't right and it would be sorted! They refused to do anything to rectify the blatantly obvious fault, I explained I couldn't understand the rational of Marks and Spencer willing to forgo a sale of over £3k and additional payment for a footstool on order. I contemplated paying myself to get the cushions refilled, but this was a two week old sofa!! That's not normal behaviour and after much anxiety and stress the sofa's are being returned. Yes I will get a refund but I'm left with no sofas and 11 week wait for something from John Lewis. How can this be right! I am at a loss as to why I can get one perfect sofa and have a second which has got clear and visible flaws! They state there is 10 year guarantee - for what! If the sofa was 12 months old and the stuffing was collapsed after use I wouldn't be making such an issue but this has been identified on the day of delivery - if anything it looked a used sofa. As a loyal customer of M&S I am at a loss at their attitude and lack of customer service but they seem detached to wanting to satisfy customers and defused from any negative and reputational damage. I am pursuing this through Watchdog as I really feel that Marks and Spencer should be more accountable for their customer service and engage in dispute resolution themselves instead of outsourcing to a money making insurance firm. DO NOT RISK EXPERIENCING THE SAME ISSUES DETAILED IN THESE REVIEWS - if I had read them before purchasing I would have steered well clear. Instead I'm not going to living with garden chairs for 11 weeks while I await alternative furniture from John Lewis.

In February we took delivery of a Wyatt settee and chair. It came on the day stated but was delivered with different coloured legs for the two separate pieces, the wrong cushion type for the chair, a hole in the leather on the settee cushion, and a scar on the leather on another cushion. All these things were eventually sorted after numerous phone calls, emails, and a visit from Castelan who M&S use for issues. We are now left with a leather settee and chair, that when you sit down the imprint of your bottom is left behind. M&S say you need to dress your furniture every time you get up. Our previous settee from M&S lasted for 20 years. We will be lucky if this one lasts 1 year. The quality is lacking, and customer service is negligible. Mark's and Spencer's reputation for good quality furniture is in question. I would need to think very carefully before using them again.

Ashton Large 2 seater sofa arrived with dirty, greasy marks on an arm and on the back, and a love seat arrived with a long scratch down one arm. The delivery team noted all, took photos and emailed them stating the customer services team would be in touch later in the day. When I heard nothing I rang them; they did not have a clue about any problem. I then took images and submitted them only to be told that a third party technician would be visiting in two weeks time to assess the furniture. All totally unacceptable; the goods are not what I paid for, they are made to order, so I want them taken away and reordered immediately and not to accept the clear images is simply a disgraceful implicit statement that in some way I'm doctoring those images. We will NEVER use Marks & Spencer again; we're busy buying furniture for an entire house and have not experienced any such issues with any of their competitors, so why would we want to go through this again. A shocking fall from grace.

I recently purchased a sofa from a local furniture shop and I couldn't be happier with my purchase. The sofa is not only stylish and modern, but also extremely comfortable. One of the things I love about this sofa is the quality of the materials used. The upholstery is soft and durable, and the cushions are thick and plush, providing excellent support and comfort. The sofa also has a sturdy frame, which makes it feel very stable and well-constructed. The design of the sofa is also very attractive. The clean lines and neutral color scheme make it easy to incorporate into any decor style, while the sleek metal legs add a modern touch. The sofa is also very versatile, as it can easily seat three people or provide ample space for lounging. Overall, I would highly recommend this sofa to anyone in the market for a new piece of furniture. It's stylish, comfortable, and well-constructed, making it a great investment for any home. I am so happy with my purchase and I know it will bring me joy and comfort for many years to come.

Bought the Maddison corner sofa and two seater sofa and took delivery in July last year. I complained about the quality a few months ago regarding the cushions are flat even though I paid extra for the upgrade, I also have a chaise I can’t sit on as your legs slide off it. I complained to Marks and Spencer’s and they sent a gentleman out from Castalan to look into my complaint, It took me to call Marks and Spencer’s to be told they would look into this as I hadn’t had any feedback after his visit, this is the email response I received, not even a phone call to discuss further. I understand you were unhappy with their initial outcome and I have reviewed the report that was completed following the visit to assess your sofa. As you know, this concludes that there is no manufacturing fault , but I appreciate you remain unhappy with their appearance.. The report states that the issues have been caused by the affected seats being used the most, and not turning or swapping the cushions around.” I assured them that I do alternate the cushions and air them but this sofa is not fit for purpose I have sent numerous emails to M&S and now told to go to the ombudsman which of course I am

Bought a chaise sofa online. The write up for quality and comfort was impressive but unfortunately untrue. I chose the hard option on cushions but its so hard it makes the sofa feel cheap. There is some "give" in the seat but zero in the back. I have level concrete floors but there is a widening gap from top to bottom where two parts of sofa meet. The fabric i chose was an extra cost, I struggle to see why and dread to think what the quality of the cheaper standard fabrics were. I now whish I had saved money and gone to DFS.

Bought the large corner Nantucket corner sofa. Has to be the most uncomfortable sofa ever. No support in the cushions & they go flat as a pancake. So bad it has given us back problems. Raised this with M&S & they weren’t interested & told me to regularly pump up the settee cushions & turn them around. Due to poor quality & would never buy or recommend a M&S sofa.

Bought a muse sofa. After a few months there was damage caused to the corner of a couple of cushions. We asked M&S if we could buy spare covers as the issue was our fault. After going backwards and forwards for months and ignored for weeks on end and after initially being told yes and supplying the price they tell me months later after chasing them that they do not suppling the spare covers. I have been passed around so many people Amazingly After tracking down the supplier they will not supply direct I After go through M&S.... I wonder why. Buyer beware!!

This is the most uncomfortable sofa I have ever sat on! There is no springiness at all, it is like sitting on a board. When opened out as a sleep sofa, it is an extremely hard bed that would need at least one if not two toppers to make it possible to lie comfortably on. It is annoying that it was not possible to see a sample of the sofa before purchasing - no store near us had one in stock - a simple viewing would have prevented us from purchasing this item at all. There is no mention on the listing about the make-up of its cushioning but one might have expected it to have some give. It's more like a very hard futon. - And we have had to pay an additional £25 for the pleasure of returning it!

Ordered a Lincoln settee and two chairs towards the end of 2022. Arrived on the 15th Feb and both single chairs were damaged. It was agreed without a fuss that two new chairs would be ordered. They arrived several weeks later and one chair was damaged. Initially sounded as if it would be replaced then tone changed and wanted to repair and we said we did not want a repair. I could return the chair and go and order another one myself but they would not honour the discount we got by ordering the three items so basically we would be out of pocket. Now got the repair company coming to look at it. Overall very disappointed as this is the 3rd set we have had over the years but customer service shocking. Very erratic replies to emails if a reply at all. Basically they are making it that you have to have the reply or you are out of pocket.

I ordered this bed on the 27/12/22 delivery date was arranged for 13/2/23 got a email confirming time between 8.am to 10.am then later on that evening received a email saying there would be a delay with my delivery because I received a email confirming they date and time I got my old bed taken away to make room for the new bed I’ve been sleeping on my mattress on the floor for nearly a month now have been emailing and calling and they keep saying they don’t know how long it’s going to take I’m shocked that they have taken my money nearly 4 months ago and I’m still with out my purchase and really doesn’t seem like it will be delivered anytime soon the customer service team don’t seem that bothered and you can’t escalate your complaint on there website when I spoke to customer service team today they said I wasn’t the only customer having this problem with this item shocking how come there service has got so bad over the years never would off happened before