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Rosie W.

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Member since January 2020

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1 Review by Rosie


Honestly appalling. AVOID THIS COMPANY.

At first there were no issues. They quite happily took my money, of course! I ordered an ottoman bed frame and a mattress. Upon checkout, I was informed that the ottoman would be arriving 'on or before' the 21/01. I saw this as no issue as I wasn't moving house until 23/01.

21/01 came around and no one had contacted me to arrange delivery, so I called them - to be told the earliest it 'might' be back in stock would be the 28/01. I later received an email with a link that stated it wouldn't be in stock until 31/01! I explained I'm 8 months pregnant and cannot sleep on a bare mattress as I would struggle getting up and down, this didn't cause any kind of concern to them. The mattress was due to be delivered on 23/01.

On 22/01 I called and cancelled and entire order. I found a frame and mattress combo for cheaper than I was paying on here and it could be delivered the next day. Lady on the phone told me no problem and I'd have a refund in 3-5 working days.

I come home on 23/01 to find they had delivered my mattress anyway. Not only delivered it, but in wripped packaging, and they'd let themselves into my back garden and then left the side gate wide open to the street!

I immediately called up and was told someone would be out within 2 hours to collect it. No one showed up. I called again, was told someone would be out Friday (24/01), again, no one showed up. They left it in my garden all weekend. No one came on Monday either so I called again and was told they would book a collection for the Tuesday 28/01. I was ASLEEP, UPSTAIRS, ON MY OWN IN THE HOUSE, and AGAIN, they let themselves in the side gate and left the gate open! No text message to say that they were coming or when, didn't even attempt to knock on the door!

So yesterday 29/01 comes around, which is 5 working days from my cancellation date, so my refund is due. Nothing. At this point I've emailed their customer services team multiple times with no response so I posted on their Facebook page and low and behold I get a message! They tell me the team is under staffed. They also tell me the refund will be 5 working days from the day they collected the mattress. ERM, NO!? I ask to speak with a manager, they give me the customer services email address I've already emailed 3 times and been ignored. When I explained that at this point I have incurred serious financial loss and will be going to the ombudsmen/trading standards, they can suddenly get a manager to call me!

Spoke to James who basically just said 'sorry'. That's it. No word of a lie. So now I have to try and find a way of sorting this out with my bank before they charge me interest (credit card bill). He got cocky and told me 'well I can't speak to your bank for you' Haha joker you are mate, believe it or not I know that! You owe me compensation for misadvice, inconvenience and the interest I'm going to be charged by my bank. I worked in the complaints department of an insurance company for long enough to know my rights and where to go with this.

Got an automated email asking for a review but surprisingly enough, when I try to leave a 1 star review, the website keeps crashing!

At now almost 9 months pregnant and with moving being stressful anyway, if you want things to turn up when they're supposed to and to receive any form of customer service, GO ELSEWHERE!

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