Having reviewed your previous communications with our team, I can see that we initially sent you an Anton sofa. You worked with our team to exchange that for a Sven, and we waived the re-boxing fee for that sofa exchange. You then asked to return the Sven and our team charged the re-boxing fee as you had previously been notified about it (on the first sofa exchange). We did however agree to waive the return shipping fee.
Ultimately, we want to help you find a sofa that you love. One of my team members has attempted to get in touch with you via email and phone over the last few days. We'd love to hear the reasons that the Anton and Sven were not right for you, and help you find your perfect sofa. We'd also be more than happy to apply the charges you have paid to date against that perfect sofa. I hope that we hear from you soon.
The best way to evaluate if furniture is perfect for you is in your own home, and we know that sometimes things don't work out quite as you had imagined. Because of this we aim to make our return policies fair, and to explain them clearly. As a result of your feedback we will be reviewing our communications to ensure that this is the case.
Manager, Customer Care