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

We bought online, an Abbey large 2 seater sofa and 2 Abbey chairs which were delivered to us on 23rd December 2022. We ordered bounce-back seats which, when we tried in store at Vangarde Retail Park, York were comfortable. The seat cushions are so hard and uncomfortable on the sofa and chairs that were delivered. After Christmas my husband went into the store and spoke to an assistant who informed him that a lot of people say the seat cushion are firmer than they were expecting, but that was because the one we tried in store had been sat on a lot! She said they would soon soften-up after a week or two. To date the cushions still remain very firm its like sitting on a wooden bench, incredibly uncomfortable and the sofa seat cushions slide forward so you need to keep getting up to put the back cushion in the right position. I am extremely disappointed with this furniture, we have bought sofa's and chairs in the past from M&S and have always been happy but sadly not on this occasion, this is poor quality furniture. DO NOT BUY FROM THIS RANGE.

I was advised via the M&S app of my delivery date for full bedroom furniture order. The day before I called M&S customer service as I had not heard from a courier. Throughout the day I spoke with 4 different customer service advisors, all gave a different story as to why I had a delay. 2 of them suggesting it was my error (one for not calling them sooner, the other because I had taken on finance option?!) 24hrs later still non the wiser what is happening with my delivery. No call back which was promised. So tonight will be sleeping on the sofa. So disappointing, stressful and unhelpful. Will never use again

I have just been charged £25 to return a FAULTY product to Marks and Spencer because I did not open the box on the day of delivery to build the item and realise it was faulty. I work full time and have to leave such jobs until the weekend. Returns policy is an absolute joke. As a customer who orders many things from this store I am disgusted at the actual fact they feel this is acceptable.

3 years, 2 substandard sofas, horrendous customer services. Returned both and went elsewhere. Years of stress, hundreds of phone calls chasing orders. Arrived tearful, 6 months for replacement cushion and it was wrong. 2nd 3k sofa leather, arrives scuffed, incorrect corner fittings. Waited 3 months for cushion replacement which again turned up wrong. £140 replacement cushion they told me to dump as they couldn’t collect it. Sofa again returned. So I have to start all over again! One thing for sure, I won’t be going near Marks! Oh and the good will gesture is collecting my sofa for free…. Honestly, please DO NOT SHOP FOR FURNITURE HERE.

Quite unbelievable. Spent £1200 on this pile of ****.... It was delivered on 28th December. We sat on it for two weeks, went away for a weekend, and on return noticed the foam had dipped, leaving a large hollow,- never to return - We called M&S on 17th January. They said we will get an Engineer out - He turned up on 7th February....He agreed the sofa bed had dipped and told us the foam insert was very thin, so he was not surprised. He put a bar across the seat and measured how much it had dipped. He said he would report this back to M&S. We phoned M&S after his visit. They told us that the dip was normal wear and tear and we could not return it or claim a refund after 30 days. Unbeknown to us, we could have returned it on 17th January and simply said we had changed our minds - this is acceptable to M&S but returning something, after 30 days, is not acceptable, even if it is not fit for purpose. The only reason we did not return it is because we were waiting for the engineer!! - We bought from M&S because we trusted them. We bought it online because it looked to be exactly what we wanted. Admittedly we didn't look at reviews before we purchased because, again, we trusted them. How stupid we were. It is absolutely outrageous that a 40mm dip, in the centre of a sofa, can be called "fair wear and tear" after 14 days. We are writing to the ombusman and, if necessary, will take M&S to the small claims court. The quality of this sofa bed is just garbage, please stay clear.

Do not buy Abbey range from M&S. Just taken delivery of my 3rd damaged Abbey sofa. 11 months since I paid M&S £3200 and I still do not have a satisfactory sofa. Castalan cancelled a visit with 10 minutes notice and twice send the wrong item for a repair. I have made dozens of calls to M&S over the past 8 months. Customer service appalling. All 3 sofas have had multiple faults. The company are an absolute joke!

I took delivery of two nantucket sofas and immediately noticed multiple issues(puckering of material, wonky seams, creases in upholstery on side and a hole in one of the cushions caused by a nail sticking through.) I immediately raised this and was told to send three photos to their claims assessors at Castelan. As there were more than 3 faults it was impossible to properly represent the issue. Nevertheless, Castelan 'rejected' the claim, stating that this was normal wear and tear (despite the fact the sofas were less than a week old). After much wrangling, many frustrating calls to M&S customer service, and a visit by a very brusque and officious assessor from Castelan (who suggested ordering a new cushion cover as a remedy), I have arranged to return the sofas and will not be ordering any other furniture from M&S.

Bought about six months go, leather on seat cushions stretched after a few weeks. Complained with accompanied photos and was told this was normal. The sofa looks awful after six months minimal use. If you're thinking about buying a leather sofa my advice would be to look elsewhere. The quality you would expect from M&S and their suppliers just isn't there anymore. A very disappointing purchase.

I ordered a significant amount of furniture from Marks and Spencer including 2 full bedroom suites. These were paid for on 7th June 2022 and the whole debacle was finally completed on 8th December. By this final point I finally 'gave up the struggle’ to get good quality furniture and had to accept 2 faulty Hastings wardrobes. To contextualize this, the wardrobes i accepted were the 4th ( yes, 4th!) delivery of faulty wardrobes. I also had a faulty bedside table delivered from the same range. Each time a replacement piece of furniture was ordered i had to wait up to a further 4 weeks for delivery. In total I was without bedroom furniture for 6 months and had to purchase racks for my clothes to be stored whilst waiting. The vast inconvenience of organising and being in attendance for multiple deliveries was very stressful as i had work commitments and was also spending much time away from home with a parent who had been recently admitted to a care facility. There was an astonishing lack of acknowledgement from Marks and Spencer as to how inconvenient all of these deliveries were on a customers’ time and other commitments. In total, I had to be the proactive person and had to ring the Marks and Spencer furniture team over 50 times in order to get things organised. This is appalling customer service and not the customers responsibility. Each time i rang, I had to explain the whole lengthy convoluted story again. Who is responsible for unbelievably awful quality control and customer service for this company? There was an astonishing lack of acknowledgement from Marks and Spencers. Many times on phoning the customer support phone line dropped out on me ( always mid conversation) but no one phoned me back - meaning I had to phone back but got a different operator every time and had to explain the whole thing again. On one occasion this happened 3 times in a row. I thought i might have a stroke i was so agitated by the end of it! Eventually i sent a lengthy complaint to the CEOs office and this helped somewhat but still took longer than it ought to have done. I was assured that when all the issues were finally resolved i would receive a goodwill gesture. What a joke - i did not even receive a formal apology. I rang to suggest that the very least Marks and Spencers could do was apologize to its loyal (appallingly treated) customers. No apology issued. I assure anyone reading this that what is written here is merely the icing on the cake - it was much worse than this. I have been brief here! Unless you place no value on your sanity, my sound advice would be to avoid purchasing from Marks and Spencers furniture. Incidentally, i also purchased furniture from the cotswold company that was delivered faulty - however their after sales support and customer care was exceptional - everything resolved within a week of delivery. You choose!!

A few weeks after buying the Hastings Dressing Table and stool my wife was sitting on the stool one morning drying her hair. She reached over to lift a hand mirror from the dressing table when the stool collapsed beneath her. We advised M&S who asked for photographs of the broken stool but after the photos were examined by their specialist Castlellan they refused to replasce the stool saying there was no defect in it. My wife weighs 9st 7lbs. They sent the repudiation from a no reply email address. I have had to resort to legal proceedings. Shocking response from a store of their reputation.

Please don’t entertain buying a sofa from M/S,we ordered 3 sofas over 18 months ago ,All 3 arrived damaged,delivery drivers said I had to except them as they were only contracted by M/s ,we have over the last year had M/s deliver 3 sofas on 6 occasions and every time one or more sofa had damage,we were instructed by M/s they couldn’t deliver a perfect product so we would need to go else where to purchase sofas ,The service and quality of M/S is absolutely disgusting,They don’t care about customer service or satisfaction any more ,Avoid buying sofas at M:S