Hi I am actually sitting at home now waiting for someone from MultiMaster to come and repair my sofa and I can totally relate to these stories, so I'll share mine. At the beginning of March I spilt some flea drops on the sofa and it burnt the leather. We called Multi Master and they came round quite quickly and took photos, etc. They said it would take 3 hours to fix and must be done in the morning as they needed natural light. They said we should hear from them within 10 days. We didn't! My partner called them and they said they were waiting for the assessor to answer some questions. We waited another 10 days and called again. This time we were told that they didn't know if the problem was with the leather or the flea drops. If it was the leather, we weren't covered. We stewed about this for a while and my partner, still not hearing anything back from them, called and asked to speak to a manager, who said we were covered either way and signed the claim off straight away and told us to call back and let them know when we wanteded someone to come round and repair it. My partner called the next day and was told that it hadn't been cleared for a technician to come round. He kicked off and eventually got told someone would come today between 8 and 6. I have taken a day's leave for this. I got a call from the repairer at 9am saying he would be round between 2 and 6 (funnily enough it was the same person who took the photos). I said then that he had originnaly said it must be done in the morning and that it would take 3 hours, but he went very vague. So, I am sitting here wondering if he'll turn up at all!