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★★★★☆
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“Delivery of King size mattress and divan base- Well done ”

written by ldovey on 27/09/2016

Having moved to Wiltshire we were pleased to find an independent department store. The staff are helpful and knowledgeable. We bought a king size mattress and divan base with a lead time of 4 weeks. We were notified via text of the delivery date and the driver phoned us on the day to confirm the time slot (22/09 10-12). They arrived on time to deliver a mattress, no divan. The driver spoke to head office whilst on the back of the van, clearly not comfortable to have a problem to deal with. He asked if head office would like to speak to me and as he turned away they had clearly indicated that they didn't, not leaving a very good impression on my part. I was then told that head office would get in touch. As there was no confirmation where the divan base was, I wasn't sure whether I would accept the mattress without the divan but the driver was very keen to move onto the next job. So the mattress was taken to the required room and left unpacked.
I had hoped that I would be contacted by the customer support team to let me know they were looking into the matter and would be in touch. After a couple of hours I contacted the team and spoke to a very nice lady, who was very apologetic, who was waiting to hear back from the warehouse. I was contacted later that day to confirm the divan was still in the warehouse and could be delivered the following Tuesday or Thursday, as I was not happy with this, I was given Saturday 24/09.
On 24/09 I was contacted before 10am to be told the delivery would be between 3-5pm. The van arrived at 4:30pm, they unloaded the divan bases, they moved the mattress out of the way, removed the packaging from the bases, assembled the base and removed the packaging from the mattress and placed it on top. Even though they had clearly had a long day they were keen to provide a good service, which they did. I couldn't believe they still had 1 delivery left to do.
Thank you guys you certainly turned this delivery into a positive experience, hence the 4 star review.

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