I placed an order for a bed and mattress on the evening of Sunday 12th December, both items had a 'Next Day' note on them. I put a note on the order that our preferred delivery date would be Thursday 16th December. I then waited for a call, as promised by their site to book in our delivery. When I hadn't heard anything by Wednesday evening I sent an email asking for confirmation. I received a call on the Thursday morning to advise that the bed and mattress would arrive separately but they would definitely be delivered that day, so I arranged for my wife to stay in all day. The mattress was delivered, but the bed wasn't, so I sent an email asking for a call in the morning to advise me of the situation. The call wasn't made, so I rang them. I spoke to a guy who promised me that he would look into it and get back to me in 5 mins. This never happened, so I rang again, and again this time I spoke to the head of despatch who did get back to me promptly, and advised me that the bed would be delivered today (Friday 17th). As I was working locally, I went home to make sure that someone would be there, only to find the 'sorry I missed you card' from TNT. I rang Monsterbeds again, and told him what had happened, and asked if they could get in touch with TNT and get the driver to come back, but he said this couldn't be done, but, he advised that he would get the manager to ring me. 3 hours later I rang again and spoke to the same person and requested that the manager calls me that day. I then left it until around 17:20, I had no call, so I rang again. This time I spoke to a woman. As I was explaining the situation, she put the phone down on me. When I tried ringing again....`the office was closed`! At this point I decided to wait until the delivery arrived. This happened on Tuesday and the boxes were in a poor condition with a part missing.
The Managing Director phoned me this morning and couldn't apologise enough. He assured me that the matter will be dealt with, and his staff would be reminded that customer service is very important. He also asked for me to send pictures of the boxes as they were delivered so that he could take the matter up with TNT. Having had this conversation, I, without a doubt, would use Monsterbeds again, and the vast majority of reviews on here agree.
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