Out of control delivery service

I ordered furniture from Heals, with a promised delivery date - and time between 13.00 - 17.00. I asked if they could call that morning to give me a more exact time. The lady in the shop said I will put a request on your account, but it will be hit or miss depending on the driver. As it was so hit and miss I left work at 12.00 and was home at 12.45.

When I heard nothing at 15.00 I called the store where I purchased the furniture. They said they would contact that warehouse and get back to me. I received a call at 16.20 to say the deliver had failed, because the driver had an emergency. I asked what time the driver called to report this emergency and I was told 12.00. I asked why no one had called me earlier and I was told, I don't know.

I asked to speak to a manager and I was told that was not really possible. I refused to get off the phone and hey presto the manager was suddenly on the phone.

The manager had a new story and the driver called in at 15.45 and they got to me as quickly as possible.

I am dreading organising a new delivery date as I have now read several reviews from other customers - who have spent weeks chasing Heals.

Dreadful dreadful dreadful company.