Silent Night - www.silentnight.co.uk

I ordered a memoryfoam mattress direct from silentnight.co.uk online store. Now that I have the mattress, it's perfectly fine, but the delivery service was very poor.

They offer a trade-in deal to take away any old bed or mattress when they deliver the new one. While I was on the phone enquiring about a particular mattress, I asked about the trade-in and whether they have to take away the old mattress for the trade-in, or if they could instead take another spare bed I'd wanted to get rid of. They said that it was absolutely fine and I could trade any bed I want for the mattress.

So on the day of delivery I spent time disassembling the spare bed ready for collection and got it all ready in one place so they could easily take it away.

I waited in all day for the delivery, they finally arrived close to 6pm. I'd expected a Silentnight van to pull up but they must use external couriers. Shouldn't matter either way.

Anyway the lads turned up, didn't speak much English so I had to point them to where to put the mattress. I had no problem with that. They knocked a few of things over as they manoeuvred the mattress, not great but again no big deal.

Then I asked them about the trade in, showed them the disassembled bed to take away. They said they'd only take a mattress. Refused to take the frame even though I had previously checked with the company. Not the couriers fault because they are external they didn't really know either way, they just didn't want to take the bed frame away with them.

Poor service from Silentnight - if they aren't going to use their own couriers they should at least inform the delivery men about their policy to avoid this confusion. Also would have been nice to have a rough delivery time so as not to wait in all day.