A J.

ZERO STARS. Mis-sold me a bed on 5th January. I swapped in store on 6th Feb for a more expensive bed with delivery scheduled for 6th March. My brother died suddenly, funeral was scheduled for 4th March. Begged them for a PM slot so I could pay someone to come and swap the beds as I would be on my own and grieving - not an ideal situation. They kept promising to call me back. Never did. When I did manage to speak to someone, the day before the funeral, they refused to pay the £80 for said dismantle/assemble service despite admitting they mis-sold the bed. Sent me a text during my brothers funeral to say it had been rescheduled for the 24th March. No apology. No explanation. I was beside myself with stress.

Called them on the 5th, was told three different reasons why it was moved, initially BLAMING ME, saying I told them I wouldn't be available on that day?! Had to get my partner to deal with them as I couldn't cope. Kept date of 24th March.

I rescheduled this delivery for the 9th April because I had COVID symptoms and didn't want to risk THEIR STAFF getting sick. Delivery was then cancelled because of lockdown.

I get a text on 8th May to say it will be delivered on the 19th May. Tried calling to confirm promised PM slot. Could never get through. Sent two emails, which were completely ignored. Called twice yesterday, was PROMISED by Sam and Shawna it was on the truck and out for delivery today. Told them I have had no other confirmation bar the text on the 8th. Requested a manager to call and confirm PM slot, as promised the last three times. No call back.

Today, still no text or call. I phoned CS to confirm delivery time for today. Told by Danielle that NOTHING was actually scheduled to be delivered today. I said I was promised yesterday, please check the notes. They LIED yet again and said they told me yesterday it WASN'T on the van and there was a problem with distribution! I have AGAIN asked for a call back from management and NOTHING.

My partner is working 18-20 hours a day to ensure that healthcare patient safety systems are running to enable hospitals, care homes, and hospices around the world have adequate facilities to report on Covid-19, and he had to help me dismantle the bed yesterday, then SLEEP ON THE FLOOR and will now have to help me REBUILD IT when he wakes up before he carries on providing 24 hour support to front line services.

This is not acceptable. You have taken my money and keep LYING to me regarding the deliveries. The way we have been treated is beyond disgusting. The attitude is disgraceful. I want my money back NOW. I am now contacting the Ombudsman to make a formal complaint. I will also be making a complaint to the ICO over the lack of information provided in response to a SAR and the very late compliance of this request which was in breach of the ICO SAR regulations. I have added my order number so no excuses not to check my account and resolve this issue. Not holding my breath though.