Hi gobsmacked Thanks for that. Yes, it has become so frustrating. Got a letter today and Mr Foster only ever does about 3 paragraphs, never answers your questions or skirts round the issues that you have raised. How he gets away with it I don't know. He is just not interested in the customer at all. We even had the agreement of the Director's son that the cushions were wrong but it is still Mr Foster's decision. Gobsmacked just like you! I will continue my fight! Topper1966

By the way I would be interested in getting involved in any publicity to show Cousins for what they are truly about when it comes to customer satisfaction.

We are having problems with Cousins too. The name of the Operations Manager is Richard Foster and we have found his manner and his staff to be dismissive and not customer service friendly at all. We have a four seater sofa which was delivered in July 2010 where the cushions in you sit on are too small which leaves a gap to fill. We have been told that the cushions need to settle. It has now been 10 weeks and we still have the same problem. I have spoken to Consumer Direct and have relayed their advice to the Operations Manager but he is still replying that he is not prepared to do anything about it for another 9 weeks as he is right, we are wrong, the cushions will settle and fill the gap. We didn't expect to buy a sofa like that and we certainly would not have bought it if it looked like that in the showroom. (Delivered to us and not sold as specimen shown in showroom.) I am getting to the end of my tether with them now. What happened to the customer is always right. We have had an independent report done by Cousins which shows the cushions in photographs but Cousins will not send us the report. We have been advised by Consumer Direct that photographs are not an adequate inspection which I have relayed to the Operations Manager too. What do we do next? Do not buy anything from Cousins because their customer service is disgusting and if you do find a fault with your furniture it is very difficult to get any satisfaction. From an extremely fed up Cousins customer.