Bedstar.... such an interesting company to work with who have zero respect for their customers. Here's a copy of the email I just had to send them.... 1.I ordered the bedframe and 2 matching bed side tables on the 29th September, arranging delivery of all goods for Saturday 15th October as this was the day after I moved home and wanted a bed to sleep on in my unfurnished property. I also have a brand new £1,000 mattress that shouldn't be on the floor for too long that needed to be put on a bed frame. 2. Friday 14th October, 2 weeks after the date I ordered and a day before delivery was due I was advised that the bed side tables were out of stock until the 21st October and I would be advised when they would be delivered after this date. I accepted this as the most important thing was the bed frame. However in hindsight I am sure you would have had visibility of stock levels way before the day before the delivery date. 3. Saturday 15th October. I checked the xdp website via the link I was provided with by yourselves. The time on the website said delivery would be between 0906 and 1206 that day. As you can appreciate, the day after moving into a home you have plenty to be getting on with and we did need to leave the house so the idea of having the bed frame delivered at 1206 was ideal. I tried calling xpd around 1430 when I still hadn't received the bed frame. No answer. I tried calling your offices and no answer (I would suggest an answering machine or some kind of IVR to advise your customers of your opening hours). At around 1630 I received a phone call from the delivery driver asking me to come and help him with the boxes. I couldn't offer any help as I had a 4 yr old in the house with me and more importantly, I am not insured to assist a delivery driver. 4. The delivery driver put the phone down on me because I said I couldn't help. Two of the smaller boxes were brought to my front door. The third box, which was the heaviest and contained the headboard was bumped down the first set of concrete steps. I was then asked if he could remove the items from the box as he couldn't lift them. I asked him to make sure he is not damaging anything. By the time the headboard arrived at the bottom of the stairs it has a mark on it and was cracked in two or three places. The delivery driver refused to take the items back and said I just needed to sign and say there was damage. I signed the form and wrote 'damaged' before my signature. 5. My partner arrived home and started to remove the frame from the rest of the boxes and found it was damaged in several places, due to the delivery driver bumping it down the stairs. The largest box clearly states it requires 2 people to lift, we had 1 delivery driver. 6. I called your offices first thing Monday morning and spoke to Beth who advised she could help me and send a new bed frame out but first I must supply photos of the damage. Re-delivery was booked for today along with collection of the next bed. I requested that the bed is delivered by 2 people due to the issues we have faced at the weekend. I was advised this would be decided by the courier company and you do not usually have issues with delivery. I checked your Facebook page this morning and after reading through several posts I do not believe this for a minute as there are a number of negative posts. 7. I emailed Beth a photo of the box which states it needs 2 people to lift. I expressed my concerns again that it needs to be delivered this way otherwise we are risking the bed being delivered again. I finally got confirmation this would happen. 8. I asked for a refund of the delivery due to the inconvenience and bad customer service I have experienced. This was refused. 9. I received about 8 emails from the courier company advising the bed frame would be collected today and the new one would be delivered. I would be given a delivery time slot, however just to add to an already poor customer experience the two delivery times are one after another which means I need to stay in from 0900 to 1725 today. I know you are aware of these issues as I am clearly not the first customer to experience this level of service, I would like to understand from you why you feel the service detailed above means I should still have to pay £30 for delivery? To break it down in terms of my time I have spent time on Friday calling you, Saturday dealing with the delivery man, which yes, was to be expected. I spent time on Monday calling your offices at 0900 and 1000. I sent emails after both phone calls and throughout the day to Beth. I have spent time writing this email this morning and have to wait in all day due to your companies poor choice in courier company (I suggest you address this poor choice of partner, fast). I am well within my right to be requesting more than just the £30 delivery charge back from yourselves. Just to add to this.... I have just had the courier turn up to collect the bed frame. One poor man on his own. He can't even physically lift the box as its a SUPER KING BED. I called your customer services and asked why you have organised for one person to come and collect a box when I sent you a photo yesterday which showed this is a 2 person job. The response I got from Beth 'you said it was a 2 man delivery...' If it takes 2 men to deliver it do you think it might take 2 men to collect it?! Beth then asks why one man seems to be able to deliver it yet one person can't collect it. Beth seems to have forgotten that I called her yesterday morning to tell her the bed is currently broken because the delivery man bumped it down about 20 concrete stairs.... She then asks me to take more time off work so they can arrange for a collection on another day. I say no I am busy all week, they say sorry that's all they can do..... I ask her why she doesn't call the courier company to ask if they can get the people that are delivering to days bed to collect the broken bed. She point blank refuses. This is the most disgusting service I have ever experienced in my life. Bedstar take no responsibility for health and safety of their couriers. They don't care about their customers and they believe in process rather than people. Shame on you.