I ordered a washing machine on Monday and provided additional information that my apartment is on the fourth floor with no elevator. However, on the delivery day, which was Thursday, the delivery team was unaware of this detail and refused to carry the machine up the stairs, citing safety concerns. I spoke to the manager, who apologized and promised that the delivery would be completed the next day, Friday. Unfortunately, the same issue occurred on Friday. The team still didn't know about the fourth-floor situation and refused to deliver the machine. The manager again apologized but offered only another delivery in which i couldn't be sure that they would lift it. The support agent offered a £10 voucher, which feels inadequate considering I've already spent two days waiting and now have to spend another full day at home. They only give a four- to five-hour window for delivery on the day, which makes planning difficult. Overall experience is terrible.