HSL Chairs market mainly to the elderly, the shops are friendly , staff all teddy bear types, furniture delivered promptly. Where is the snag? Have a problem and the image crumbles. Given that delivery is four weeks on new goods it took us five weeks of constant calls and hassle to get a faulty chair repaired. They refused to replace this chair despite a serious fault appearing after only one day. No one came out to inspect. The shop staff passed our complaint to the factory who did call and make promises to do something then totally ignored us. The usual runaround begun, telling us one thing and a different person then telling us something else. They do not return phone calls and totally ignore emails . Repairs were eventually done but after a couple of weeks the fault is gradually reappearing. How they could judge what repairs were required without inspection is a mystery. No follow up to check if all OK. Elderly folk generally don't make a fuss and are often unwell and reluctant to complain too much due to the stress and upset. I reckon they play on this as most will just eventually give up and be held to have accepted the goods by default. A little research shows that a lot of HSL furniture is in fact made by Celebrity Furniture where the same models are sold under different names at about 25% less. So save your Grandparents a few quid and a load of stress by letting them know this. HSL make a lot of fuss about their service both in shops and on the net. Just hot air .Furniture retailers? Why am I surprised. Any suggestions welcome.