Well now, was concerned that perhaps my complaints to Plumbs were unwarranted but found the feedback here helpful. Plumbs used to have a good reputation... Ordered loose covers after viewing the video and found the consultant friendly and helpful - a man who gave good advice and no sales pressure. Was a bit surprised when the chairs were taken away that they weren't put into covers... When they came back the arm caps were not fitting well and looked a mess and the 'certificate' with them didn't have named people etc. But the weather was bad it was late afternoon and we are a long distance from Preston so signed the delivery note. BUT hadn't read the small print... Have phoned and sent emails over several months without success... Phoned yesterday just before 1.00 p.m. to be told all lines busy - rang back after 2.00 to find it was a porkies as they had been at lunch... The customer service person had a bad cough down the phone line and said the matter was being dealt with 'downstairs'. Felt this was a run around and so was persistent. Was told the consultant would be in touch. Now if this doesn't happen in the next few days will probably invoke the Trade Description Act for if they are using outworkers instead of the people portrayed in the video there is a clear case for misrepresentation... With silence from the company had wondered if they had gone out of business... not the best advertisement...