DFS - I bought a pair of custom made 3 seater/ 2 seater Chesterfield sofas - made from Danish leather (no fences or barbed wire so no nicks in the leather). They were around £1500 each at the time. Needless to say not only were there problems with the finished items but they were significantly late.
"Guaranteed delivery within 16 weeks" amounts to "we'll give you your money back" - not a discount - so you either cancel your order and go somewhere else (after 16+ weeks) and wait or put up with their crap CS.
All the "deep buttons" are different depths and, though there were no nicks in the leather, there were what looked like scuffs. Possibly acquired in transit?
Asked for them to deal with the issue - they would have had to take them both (leaving me with no furniture) and redo the buttons but during the process of re-doing to the depth of the buttons this would inevitably impact on the next hole - eventually making one or more visible. They refused to remake the sofas - again, they would cancel the Credit Agreement and I could go elsewhere but I would be without living room furniture till I purchased something else.
Prior to purchase they sent me a £100 voucher which I forgot to take with me - they wouldn't honour this.
I can get a bit uppity sometimes but my "uppity-ness" was justified when DFS featured on one of those TV programmes about poor CS. The one with Anne Robinson, so it wasn't just me!!
I later wanted a footstool - didn't go back to them!!