Mr Munoz is very aware that when customers have complaints about furniture purchases, it is difficult to get an unbiased opinion. Even the firm (FIRA) used by the Furniture Ombudsman to do reports, states that its aim is to reduce company costs arising from customer complaints and and that replacement is a last resort. He is one of a few people who will really give you an unbiased report. In my case he was able to say that my mattress had been damaged badly in transit and he was about to write my report, when the company gave in and decided to replace my mattress. Mr Munoz was helpful, sympathetic and responded to my queries promptly. He seems very well-qualified.