Returned to the store and purchased another sofa from Duncan. He was expecting us but he left us alone to browse around the whole store but did check in on us to check we were ok and he provided input when required. Eventually we narrowed our search down and we needed Duncan's help. He was so patient and kindly went through the description of the sofas in detail helping us with our requirements. We chose a sofa that we liked but that was quite firm and not soft enough so he explained how the seated cushions could be exchanged from a foam to a different inside that would need plushing up to keep them in their proper shape, as we look after things this didn't cause us a problem. We also decided to change and want something different on the scatter cushions and this wasn't a problem Duncan said we could change a colour. we went through the order process and then came up with another idea for the sofa cushions and Duncan said he would go away and get a price for this. Nothing was a problem at all, whatever questions we threw at Duncan he answered us with a smile and not once made us feel stupid for asking or made us feel like timewasters. We can't wait now for our new sofa to arrive. Well done to Pratts for employing such a great team of sales staff, it's clear they are all very passionate about what they do and putting the customer first as they are all very friendly when walking around the store.