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“MILBROOK 3000 boutique , worst bed and customer...”

written by So-let-down on 18/03/2016

On the 15th Nov '15, I paid £1894 in total for a HANDMADE BED BY MILLBROOK from furniture village after being told by MILLBROOK I would have to buy from them. It was the boutique 3000 range and I required the softer mattress tension due to,both myself and my husband having back problems after spinal surgery. All of our beds are MILLBROOK so the reason why we wished to source another. It was delivered slightly less than Four weeks later, but we were shocked to find the mattress was so hard. We made the bed up with knew sheets but after less than ten minutes got out and went in other rooms to sleep. It was a bit of a job to get someone out from the store but the General Manager came out to inspect and agreed it was hard and arranged to have the mattress uplifted. As it was now the week before Xmas, and we were back on our old Bed, the mattress and base were uplifted and the base was meant to be stored until the new mattress arrived.".........
BUT......... The men who collected it said to my husband that the men who delivered it, actually broke one of the feet and wedged it back under the bed, to hide what they had done , so they said they would tell the store to arrange for a new base to be ordered too. When uplifting, the base was just left unwrapped in our front garden and then tossed in the back of the van but the mattress was all wrapped up. My husband also went in store to make sure it was all re ordered correctly.
The new mattress was in mid January and they wanted to deliver the new mattress and collect the other one WHAT????? We didn't have it ! But we got 7 , yes SEVEN calls over the next week to deliver this mattress. I asked has the new base been ordered, NO we were not told to order one. I was slowly loosing the plot by this time.
Hooorayyyy, the new complete divan set is ready for delivery first week in March '16 . What a performance that was! I liaised with the general manager and another man in Store via email and stated it must be a late afternoon delivery so my husband could be here, as I did not want the same guys delivering who broke the bed feet on the first delivery and SAID NOTHING ABOUT THE DAMAGE THEY DID. Man phoned at 7am to say delivery at 11 am, nope I said must be late PM. He said he would have to call the store but after 8am. He phoned ME after 8am and said he would not be delivering and would be a different day. I was so annoyed I told him to stuff the order and give me a full refund and hung up. A short while later the general manager phoned and apologised and said it would be an afternoon delivery. He also said he would be having words with the man at the warehouse.
The bed was delivered in the afternoon in a rental van. With one of the young men that broke the bed foot originally and an older guy. I left them to it with my husband looking on. They then asked for tools as they had no tools to put the bed together so my husband had to supply these. My husband then called me up to look at the bed, and it was defiantly only slightly softer than the first one but still very hard and I knew I would not be able to sleep on it. The older man stood on my landing and said "I will take it away if you want but you have seven days to try this out, and if you are not happy with it after the 7 days go To the store and they will take it back." THE MAN INSISTED ON US TRYING IT OUT, he also insisted on removing our old bed which we refused. I felt it was a ploy to leave us with only this hard awful bed to try and make us feel we had to keep it. Crafty move.
After four days with a severe back ache I went in store as told to do so, and saw the general manager to try and arrange for this to go back, but he refused, and said the man who delivered the bed did not work for the company and should not of told us this. I said well he was representing the company and the bed IS NOT SUITABLE FOR THE PURPOSE IN WHICH IT WAS PURCHASED FOR !
I thought well maybe I do have to give it time to bed in more, as it were, but I could not deal with it any more as had to go away for four days , on a pre arranged trip, and would deal with it when I came home. On contacting the store again to ask would they need my card details to issue the £100 refund promised as a gesture for all the hassle we have had I was told the email would be passed on. After a week no one contacted me, so again I went in store, and waited unril the general manager came back from the Ridgement Warehouse. I told him it was still not a soft mattress and very firm through the centre , top to bottom, as the Divan base was side by side and not the usual top and bottom. He said he would call out to see it. Waited a further five days and he came out, after I emailed AGAIN, looked and agreed it was firmer through the middle but where it had not been used ???? But the mattress is STILL firm, and why did the TWO sales people not tell me it would be firmer though the middle, and on the delivery man saying I could send it back then are now refusing.
So the upshot is, we are stuck with a very expensive bed, and we have not got what we thought we had ordered, it is BLOODY AWFUL, and the whole thing has been a total disaster. We just can not use it any longer, we have no room to store it, so there is only one option and to take to the tip and loose my mothers inheritance, if we have no resolution by next week, as we are now back sleeping on the sofa and spare bed. The last three months have been very emotional. We have not even got the £100 refund that was promised by email, so I do have in writing. When sleeping on it my back is so bad I actually have to take pain killers to go to bed ! When placing the order the man in store was made fully aware I have a bad back and I am disabled and the mattress must be SOFTER.
I HAVE WAITED A LONG TIME FOR A NEW BED AND WANTED A GOOD ONE ! But was only able to do this when my mum left me some money after her passing.
We have been FOBBED off and left with goods that are totally unsuitable and our next step is I will have to Source legal advice as to where we stand as we were TOLD by the man who delivered it to use it and we could still send it back.
REALLY BAD CUSTOMER EXPERIENCE , MADE ME FEEL QUITE ILL AND CANT GO THROUGH THIS EXPERIENCE AGAIN.
The general manager stated before he left he would have word with 'his' boss and see if there is anything they can do, but I don't hold out much hope. They have my money, in full , so that's it ! I must say, he has been very nice and easy to talk to but we have not had the outcome we had hoped. So if you want a SOFT bed I would not use this company as you will certainly loose out. Having explained the situation to Benson for Beds, they assured me and showed me in Writing they allow 40 nights sleep and if you are not 100% happy they will take the bed back and either exchange and refund but deduct 10% admin, how fantastic is that. so SHAME ON YOU FURNITURE VILLAGE....