“My bed came 2weeks late and on top of that they didn't even want to deliver it to my door, I live on the 2nd floor, I've got back n knee problem and your rude delivery team said they only do ground floor, I had to practically beg them to deliver it to my flat on 2nd floor, they left it outside my flat and went, I wouldn't be using sleep village again, and I don't recommend it to anyone either, if I've bought a product it's your Job to deliver it to my adress, very unprofessional”
Dear Amasiah,
Thank you so much for taking the time to share your feedback with us regarding your experience with Sleep Village UK. We truly value your opinion as it helps us improve our services.
We tried to reach you from customer relations regarding your recent review. We’re truly sorry to hear that your experience with SleepVillage was not as expected. It’s disappointing to hear that you feel we fell short in our courier and delivery service.
We sincerely apologize for the inconvenience you faced with the delayed delivery of your bed and the reluctance our third party delivery team showed in delivering it to your second-floor flat. We understand that this was frustrating, especially considering your back and knee problems.
I have reviewed your order and have noticed you purchased a mirrored bed, our mirrored beds take longer to manufacture due to the mirrored panel requiring a special adhesive and we have to allow the adhesive to dry.
We strive to provide exceptional customer service. We are incredibly sorry for the inconvenience caused and understand that it has left a negative impression. We want to assure you that we take your feedback seriously and are committed to clarifying your concerns.
Within your order I also seen that you selected a standard ground floor delivery. Our delivery policy and terms state “If you reside in a block of flats delivery is to the ground floor of the building only.”
Our listings do have the options for customers to select a room of choice delivery or assembly service however this was not opted for on this occasion.
Your satisfaction is important to us, and we hope to have clarified the reason behind your concerns. If you would like to discuss this further we’re more than happy to discuss this.
Once again, thank you for bringing this matter to our attention. We deeply apologize for any frustration or inconvenience caused.
We hope to have the opportunity to serve you better in the future.
Regards,
Sleep Village UK
