Not sure I have recorded every e mail and telephone contact but here goes.
Ordered divan bed on 18th December. Payment taken by Worldstores on 18th December. Arranged delivery date for 23rd December and order specifically said 2 man delivery. Waited in all day on 23rd and by late afternoon ( after no delivery) attempted contact with Worlstores via premium rate 0844 number. Kept on hold so long had to hang up. Sent 2 emails to Worldstores on same day but no response except automatic holding e mails. Finally managed to get number for XDP delivery company. Told only bed mattress had arrived at delivery depot and base was still at distribution depot. Told this was reason for non delivery. Asked if she could chase up but she said no as 1000s of items were there. Asked why they had not bothered to let me know of problem but got no response. Told to ring back 24th.
Tried Worldstores on 24th and told item had arrived at delivery depot. Told she would try and get delivery for that day and would ring me back. No phone call but checked e mails and one had arrived confirming 24th delivery. Delivery by one man and not two. Man not pleased as he said he had been recalled from A1 to collect bed. Said there was only him. I told him bed needed to be in spare bedroom. Had to help him upstairs ( not easy for woman in her 60s). Noticed when we put base in position that it had tear in material . Delivery man said you can note delivery note that item was damaged if you want to. Husband arrived home and fully unpacked base. It had a further 2 tears and a crack . The holes that the casters were supposed to be fitted were not not deep enough to take them. Base complete rubbish. Rang Worldstores and after being on hold for 20 mins on premium rate number finally got through. Told by female member of staff that she would authorise a refund and arrange for collection on 6th Jan Said that it might not be a two man pick up !! . Heard no more from company so tried telephoning and e mailing but got no response. After sending e mails to CEO and threatening them with legal action and Watchdog I finally got response. First was to tell me that refund had been authorised and 2nd was to say that I had to complete return slip they were forwarding and attach it to returned items. It also said that once XDP had collected item and confirmed this to Worldstores the company would process refund and this could take up to 10 days before I received it.
On 3rd Jan I got call from Worldstores to say delivery company would be in touch re collection of faulted items and then refund would be authorised.
I checked my on line account on 3rd and a miracle had occurred and my refund was there. The shame is that the mattress seemed good quality and had I had confidence in company and delivery systems I would have paid for and kept the mattress. I am still waiting for XDP to contact me ref collection and I cannot purchase a new bed until this one is taken away. Overall this is the worst on line company I have ever dealt with. BE WARNED. I now expect an automatic e mail in response to this but it will be too little too late.
At long last I dealt with someone at World stores with excellent customer service skills. She arranged pick up of bed ,kept me informed throughout and rang back afterwards to confirm everything went smoothly. Well done KATE. World stores need to employ more people like her.
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