antony f.

I am writing to express my disappointed with the service I have received from your company and the ongoing lack of care and consideration with our complaint.

We Placed an order for a Storage Bed and Extending Dining Table on the 7th of January 2023, we received the Bed on the 12th of April 2023,

We called your after Sales team in November 2023 regarding a fault with the bed, the bed was creaking and making a lot of noise when anyone lay or sat on it, It has also been really been uncomfortable causing myself and my wife issues with our backs, shoulders etc.

Your furniture inspector told us the bed should have had a central support between the head and foot area, which would have supported the base where the mattress sits, as this wasn't in its design it has caused the boards to warp and as a result caused the noise and discomfort we have faced for the last 9 months.

I called your after sales team in January of this year, then March and each time I have been told your team are waiting on an expected date for the parts from the Manufacturer, which I assume is in Europe, will arrive and then a date will be given to install the faulty parts.
We are now at the end of April, and we have had no update.
I worked for John Lewis for many years, and I know that it would not be as easy as adding a central support to a bed, the support would need to be attached and this could compromise the bed.

Can you by return, explain: Are you really waiting for a part and who would attach this, or are you just wasting my time?

I am sure we are not the only people experiencing this issue and it is obviously a fault in the design of the bed.

I would have expected to be offered an alternative, as the bed is "not as described", this refers to Section 23 of the consumers rights act, or by now, a reasonable update on when this matter will be resolved.