On Monday 15 October I ordered a bed, paid a deposit and set up a financial plan. We were served in the Poole store by Harry A delivery date of Tuesday 6 November was agreed and put in writing in the contract. We were informed we would receive an email and or text to give us an accurate time slot on Monday 5 November. My husband arranged to take Tuesday 6 November off work. At 5pm on Monday 5 November I contacted Benson for Beds in Poole and spoke to Harry to say we had not heard about a delivery slot for the following day. Harry said he would find out and call us back. After waiting and hearing nothing my husband phoned Benson of Beds and spoke to Harry to be told the bed was not being delivered due to a mix up. He said the bed would be delivered on Saturday 10 November. We explained this was not suitable as we had my husband’s elderly parents staying with us and this had been planned months ago and we had made plans to take them out for the day. When we informed Harry of this he said he remembered us discussing this when arranging the delivery date. We were told by Harry the only way we could change the delivery date from Saturday 10 November to another date was to call customer services ourselves. Harry refused to do this. I duly called customer services, waited in a queue for 9 minutes, the phone was picked up but no one was at the other end. I could hear the staff talking about going home, it was 5.50pm. I shouted down the phone but no one spoke to me on the phone, they were too busy talking to each other about their plans for the evening which I could clearly hear. I phoned Benson for Beds in Poole and asked to speak to Harry to be told there was nothing he could do and we needed to change the delivery date ourselves.