We live in a town house and told the sales rep that the second flight of stairs may be problematic for a large mattress. "Don't worry, if it doesn't we'll replace with a zip & link". So we didn't worry when the original mattress didn't go up the stairs and got in touch with the store. "Yes we can replace with a zip & link for £400 but as a favour we'll do it for £200".This is on top of the £2,400 already paid - Shocking! The zip & link arrived 3 weeks later and was installed. On checking the head board I found several slashes to the material on the back, probably caused in transit. I reported this straight away with pictures and was told a replacement would be delivered in another 3 weeks. I still await delivery and have tried several times to contact customer services in the last week but they are constantly busy. I recommend never using this retailer, once they have your cash they just don't give a damn.