Shocking customer service from this poor excuse of a company!! Waited in all day for my delivery after taking day off work to be told by the delivery driver my order wasn’t on the van and he would have to return. Called to rearrange and was advised my items were not delivered as I was not home which was a lie. When my order was finally delivered half of it was missing so had to chase again. What did arrive was absolutely disgusting!! I ordered a king size mattress to receive a mouldy stained ridiculous excuse of a double mattress that was about 2cm thick how they advertise it as a mattress I don’t know! Had to email to request a refund as the wrong item delivered that was also in a poor condition. After receiving photo evidence of what I had been sent I was advised this company don’t collect mattresses for return and that I would have to dispose of this myself! Absolutely shocking response considering they are fully aware I am currently heavily pregnant. Then have the cheek to ask whether I want my original item sending to me or whether I would like a refund. Yes the prices are cheap for what they sell but the customer service is shockingly bad when anything goes wrong and I would not recommend this company to anyone at all!
Helpful Report
Hi there,

We are truly very sorry to read that you have had such issues and apologize for the inconvenience that this matter has caused you.

We have never had this particular experience occur before and can assure you that we will be doing everything in our power to ensure that such issues do not arise again.

After having reviewed the images, it was decided to simply issue a full refund without the need for you to return the item - This was so that you did not have to wait for the courier due to you having had issues with the previously - The last thing that we wanted to occur was for you to have further courier problems which is why we offered to fully refund without the need to return.

We are truly very sorry for the poor experience that you have faced and for the inconvenience that this caused you.

Kind regards,
Big Furniture Warehouse is rated 3.98 based on 393 reviews

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