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written by peebles222 on 01/02/2012

I had bought Spundown products from the Fine Bedding Company for years and have recommended them to family and friends. However I was less impressed with the Spundown pillows and could not use them as they were very uncomfortable and gave me a sore neck. I bought a new bed and contacted Fine Bedding to ask if there was any of the newer products which would be deemed to be an improvment on the Spundown Duvets. They did not answer my questions rather they curtly told me that the information was on their site. However,it did not answer the question I had about them fitting in a domestic machine. I mentioned that I had not been so happy with the pillows and they asked for more information. I provided this only to be told that I was the only person who had this view. I felt this was not a very professional or respsonsible attitude from a company whose products I had endorsed for close to a decade. I told them this and they asked me to send the product back for inspection. They subsequently send an email stating that the filling used had now been replaced by an improved version but that they found nothing wrong with the pillow. There was no mention of returning the product or replacing it. I had bought the pillows for £40 each. I then tried to contact them to ask for the product to be returned only to find that they had blocked my email address. Unbelievable but true. I have since learned it is a family business and whereas they may have expanded their attitude is firmly small time. I have had to send them emails from another address but they ignore them. I will seek legal advice on what further I can do about their appalling conduct as they have my goods. Spundown used to be unique but I have now found many companies who are selling the same type of products. My advice is to buy from a larger firm who has more consideration for their customrs. If not then at least do not bother to contact this unprofessional set up for advice or assistance.

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Thefinebeddingcompany's Response to peebles222's Review

Written on: 16/03/2012


We are ever so sorry to hear the above and are concerned you felt your complaint was not dealt with in the manner you had hoped.

Once we received the pillows we had them thoroughly tested, as we take all complaints very seriously.

Post-inspection and testing, a response was sent to you on 31/01/2012. After this, we received no further messages from yourself and concluded you were happy with the result.

Please can you email a copy of the error message sent to you to [email protected] as we are unaware of any issues with our [email protected] email and would like to make sure this does not happen again. We would be very grateful if you could do so, as if there are any faults or technical problems with this email address we need to address these urgently.

We pride ourselves in our product and customer service excellence, and always make sure to test products for which we have had complaints.

We have arranged for two complimentary pillows to be sent to you, and hope this brings the issue to a satisfactory close.

Thank you and apologies again for any inconvenience this has caused.

Kindest regards,

The Sales & Marketing Team
The Fine Bedding Company

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