Willowbrook recliner chairs complaint

DarkaThal

My elderly mother needed a new riser/recliner chair and contacted Willowbrook.  After a visit from a salesperson and a hard sell, and being shown a sample chair she was told that they'd make a chair to her own specification, costing over £4000.  Since my mum now lives alone and has so much difficulty getting out of a chair she agreed.  A couple of weeks later a chair was delivered which she said was quite unlike the sample she tried - this one is so uncomfortable that it causes her pain to sit in it for more than a few minutes.  
She phoned Willowbrook and was been told that refunds are impossible since all chairs are made to measure for each customer.  This sounds like an excuse to me.  Are they really saying that they can deliver absolutely anything and the client, and regardless of the customer satisfaction they have no rights to get their money back?  To be clear, the chair that was delivered was not the chair that was demonstrated.  
So what is the legal basis for a refund?  Can this be considered in the same bracket as distance selling since you don't have a chance to truly evaluate the product until after it has been delivered?  I'm pretty sure Willowbrook will try to claim that the chairs are bespoke and that they cannot therefore be returned, but is this legally sound?  It's not like my mum is particularly tall, short, wide etc.  I can't really see what is bespoke about the chair, and if it was genuinely made to measure, then shouldn't it be the most comfortable chair she has ever sat on, not a chair that is unusable?

Aylesbury_Duck

When you say bespoke, do you mean literally bespoke, as in this is a one-off chair made uniquely to her measurements, or bespoke as in she chose from a menu of styles, colours, materials and sizes such as small/medium/large?  

If it's not even the same model as that demonstrated and ordered, then yes she can ask for a refund since they've not provided what was ordered.  If it's simply that after trying this one she doesn't feel comfortable and there's nothing wrong with it, that will prove a little trickier since it's neither a distance sale nor an unsolicited doorstep sale.

£4,000 sounds very expensive.  I bought an elderly relative a lovely motorised riser/recliner armchair.  She chose from four sizes, four material types and two wooden handle types and it came to just over £1,100 (we got a VAT exemption on the basis of multiple medical conditions).

DarkaThal

Thanks for your reply and comments.  From what I can discern it is hardly bespoke at all.  I understand they measured Mum's height and she chose the fabric.  I'm not aware of anything else.  The latest news is that the company are saying that they believe they can fix the issues with the chair so we will give them an opportunity to do so.  If they can do that then great.  If not, we will be looking at all the options available to us.