Jody W.

So around 140 emails have been exchanged between myself and Wish and still no resolution. They sent me pyjamas I ordered which arrived with stains on the transfer. They were a gift for someone which I have not been able to give. I wrote to customer service explaining this and also the fact I do not have an order ID as I was not sent an order confirmation and the item is not in my order history. But asked them to look up item using my address which you would think is simple. Not for them! They just reply with generic emails not even in relation to what you are wanting them to sort out, so tons of emails later im still left with a faulty item and no resolution. I have sent them screen shots of the transaction and other info to track my account but nope, they are useless!

I was apprensive about my order as I placed the order and then read the reviews after... however I was so impressed when I was sent the picture of them from my auntie in the usa! The flowers arrived on the day I wanted. The look fresh vibrant and actually better than I thought as only went for standard size. They were the xmas gather round flowers, beautiful. Thank you teleflora my auntie is over the moon.

We ordered a bed from Welbrook Interiors as we liked the look of the photos online, and were impressed with their responses to our initial queries. However, had we known what their after sale service would be like, we certainly would not have purchased from them.

The fitter arrived at our home on 23/01/18 to erect our bed frame. Upon installation, we immediately noticed a colour mismatch between two of the panels that make up the headboard (which presumably is meant to look like a single piece of wood). When we told the fitter, he said that we would just need to e-mail Welbook about this. When signing off the installation completion paperwork, we stated assembly only next to our signature to capture the fact that we were only approving the assembly task within our home, and not the quality of the bed components. I. e-mailed Welbrook the following day to highlight the poor paintwork. However, they said that because we had signed the paperwork, we had accepted the product as is (i. E. that our caveat did not hold any value). I sent Wellbrook the headboard picture which I have attached to this review, taken at night on a Samsung Galaxy 7 using standard settings, and highlighted how the picture they sent us of the bed, before we purchased it, differed significantly. At this point, they conceded that their picture (which was the basis for our purchase) was taken under poor light. They said that the feature (straight line down the middle due to one panel being a different colour to the other) was a thing of nature and beauty which customers wanted. We told them (in polite words) that this was nonsense. They did not provide a reply to our criticism of their justification.

During our first night with the bed, it immediately became obvious that the bed creaked significantly with the slightest body movement; something that has plagued our sleep since. Shortly after, we removed our mattress, in order to try to identify the root cause of the creak. This revealed that the underside of our new mattress was covered in brown marks from the oils in the slats. When I told Welbrook about this, they responded by stating that I should have protected it in line with their care pack. Prior to this e-mail, we were not provided with any guides for the bed. In fact, on the evening the base was assembled, I explicitly asked the fitter if he had any instructions available (so we could disassemble/reassemble the bed if we had to move it). His reply was no, but its not that difficult. When I highlighted this, Welbrook told me that I should have contacted them for a care pack if I didnt receive one. The driver did not give any indication that such a guide exists; therefore, I do not see why I was expected to assume otherwise. Welbrook said that marking like this happens with all types of bed frames with wooden slats. This isnt always the case, e.g. with pine; therefore, Welbrook should make more of an effort to ensure customers are aware of this; something that they failed to acknowledge in our conversation. Had we received the care pack, we would have read it and acted upon it. Now we are left with a heavily soiled brand-new mattress, which, as a result, has a void warranty. Welbrook appeared completely unsympathetic to this fact and told us they would not take any responsibility for our mattress and that the only option was to return the bed or they screw down the slats (to address the creaking, which by their own admission is a common issue among customers).

While the mattress was off, we spotted that there was a crack running nearly the entire length of one of the slats. A delivery for a replacement slat was arranged for a Saturday, which they gave us a 3 hour time slot for, starting at 7am (hardly a respectful time). However, the part they replaced it with was too short, so the delivery driver got another slat from his van which, not only was a different material from the others, had unnecessary holes in it at odd locations. The state of the slat gave us the impression that it was a second-hand piece (or unwanted offcut). Given what we had been through with Welbrook, one would expect to be able to at least receive a slat (hardly an expensive item) that was actually new!

Whilst the bed does look good from a distance, when you look closer it is evident that the quality is not there, something that appeared, in our opinion, to be deliberately disguised in the pre-sale pictures that Welbrook sent. Overall, our impression is that Welbrook have been devious in the way they have conducted themselves, giving a completely different level of service once the sale had been completed. They appeared to avoid accepting any responsibility for their shortfalls and instead continually tried to worm their way out of things, using a surprising array of excuses.

UPDATE: We have since discovered that if you have a new mattress with a guarantee and want to use it on a Welbrook bed, check your terms with seller. Our mattress was from a well known bed and mattress seller and was void as Welbrook make the slats too far apart, (more than 9cm), not to the required standard as stated by the National Bed Federation.