Unpleasant, unacceptable, intimidating experience.
If I knew what I know now, I wouldn't touch this company.
I ordered a luxury guest bed £585, headboard £80 with zip £40, and paid the additional £60 delivery and assemble fee. Total £765.
When I ordered, I phoned them and said that I could only buy the bed on the basis they moved a sofa bed out of the room where the bed was going, as I live my young daughter and we couldn't physically move it. They told me to email the office explaining this, which I did, they (Chris) emailed back saying "we will sort this for you no problems". If this is something they were not comfortable with, I would have happily accepted as such and ask for a refund and gone elsewhere.
Day of the delivery was an terrible experience. When the delivery drivers (who were not uniformed despite the claim on the website) arrived on a wet afternoon on the w/e, they informed me they had no notification of moving the sofa bed. I showed them the email chain, I explained it was me and my daughter in the house and that I paid the £60 delivery fee too. They were hostile and reluctant to do it, and were physically much ... than myself, I asked them to keep their voices and tone down as my daughter was in the house. One of the drivers, the larger of the two, said to just leave the bed outside my front door (in the rain, there's water damage to the bed) and go. They had travelled down from Huddersfield that morning to my house in central London, they had done several drops before me and had 5 more left after and then had to drive back to Huddersfield, so clearly were in no mood to do anything more than was necessary. I said to them, whilst sympathetic to their workload, this wasn't my problem as their customer and it was poor communication between the office and the delivery, especially as I had an agreement with their company, their response was "it isn't our problem". However after much deliberation, they made a call to somebody and agreed to move it for an additional £20 cash fee.
I paid the £20 as otherwise they would have just left everything outside the front of my house getting even more wet. So, by now they weren't best pleased to be delayed or moving the sofa bed. In moving it, they cause a lot of damage to my walls, woodwork even taking chunks out in parts (I supplied them with photos), to make it worse I recently moved into my house 2 months prior and it was freshly painted, so the marks really stand out and are at best, an eyesore. I'm reminded of the whole sorry episode every time I walk past.
I notified (Chris) and emailed the office immediately, they said they would look into it which they did, and several days later they agreed to refund me the £20, which they did, and was told (Stuart) would call to discuss the ... problem of the damage caused to my property. I wasn't seeking any additional compensation for the stress and the angst, just for them to fairly rectify the damage done to my property that I incurred as a consequence of using this company.
They never called to discuss, and when I chased them (Stuart) up they informed me there was nothing they were prepared to do, i asked him again to put me in touch with his manager, but was ignored and this has only compounded the problem and stress. It also shows the contempt they have for customers.
I don't feel its right I should pay out of my pocket to repair the damage this company did to my property. Hence why I'm here to warn other consumers.