Good bed, good customer service, terrible delivery
I recently purchased a bed and a mattress from Beds SOS. I chose them as they say I could have next day delivery. I received the mattress fine on the delivery date (Thursday) via TNT, but I didn't receive the bed (sent by a separate courier – XDP) . When I called, the customer services said it hadn't been dispatched and would be with me on the Saturday. Once more it wasn't delivered and I had to call again. When I did, I found that it had been delivered on the Monday to a neighbour but no card was put through my door. Having retrieved it from them, I found that it was only half of the bed. Again I called and arranged the other half to be delivered on the following Saturday before 10.30 (as I had already waited in for 2 whole days without it being delivered and have to leave my house at some point!). I waited until 11 and it still hadn’t been delivered. Once more a call to the company was made and I arranged a delivery for the following Thursday (2 weeks after the original delivery date). I also asked to be given tracking details for this, which I was given despite being told that XDP could not be tracked earlier in the process (I am not sure where this suddenly came from, but not happy with that part of the service). I had to ask my parents to do a 200 mile round trip just to take delivery of it as I couldn’t take any more time off work. It did come that day.
I have no problems whatsoever with the customer service team, they were very helpful and friendly every time I called (I think 6 in the end). The product was well priced and seems to be of good quality. As a company I would have given them 5 stars and happily recommended them to a friend. However, I think that this delivery issue is totally unacceptable. You shouldn’t have to wait in for a total of 32 hours (three whole days as they only offered sometime between 8am and 6pm).
Would I use them again, or recommend to a friend? I think I would, but I would cancel my order immediately if I thought it was coming by XDP. I’m afraid I can only give the review 2 stars for obvious reasons, though I would give the customer service team 5 (I had enough dealings with them!).
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