BUYER BEWARE!! If you are considering buying from NCF Living, please heed the warnings of the negative reviews, as they all tell the same story. Essentially, the salespeople get you to review them while you are in store, either just before or after you have paid - to review THEIR in store service. This isn’t a particularly bad request, although it does a brilliant job of hiding the negative reviews on here. Firstly, it’s important to note that the salespeople we encountered were all really nice, friendly and knowledgeable. Also, the furniture is not bad quality, it was the first bed (of many that we had seen elsewhere) that we liked the look of and ticked all our boxes. Our experience in store was definitely positive. However, when it was delivered, a part of the bed was damaged in transit. The delivery happened at 1030 on a Friday (that’s important in a moment), and due to work commitments, we got round to building our new bed on the following Sunday. That’s when we noticed the foot board was damaged. We immediately tried to call NCF customer services, however they are closed on Saturday and Sundays. We tried to call the store, but they don’t have advertised telephone numbers for their stores, so my wife called customer services at 0730 (which is what it states online is their opening hours) on the Monday morning. After numerous failed attempts, it turns out they don’t open until 0930! When my wife finally got through, she was blankly told ‘you have 3 days to inform us of any damage, after that, we can’t help you. Bearing in mind, they don’t open on weekends!!! Apparently if we had emailed on the Sunday, all would’ve been fine, although I’m not so sure. So, to match their puerile response, I informed them the delivery didn’t happen until 1030 on the Friday, and as it was now 0930 on the Monday morning, it wasn’t quite 3 days - again we were told blankly that we can’t help you. This back and forth included 1 visit to the store, where the sales people didn’t seem surprised at our dilemma, but couldn’t help us, 4 telephone calls and 2 emails. We were repeatedly told the same thing - it’s over 3 days, we can’t and won’t help you. For context, I didn’t feel that I was being unreasonable in my request, I didn’t want a discount, or to return the bed or any kind of special treatment, I just wanted the damaged part replacing. That’s it. On my penultimate phone call, the lady on reception said she would check once again with the relevant department, but was sure we would get the same response - and we did! So this time I asked if I could speak with the ‘Service and Faults’ team myself. I was told someone would call me back, and surprisingly, they did! This was my first contact with the incredibly vile Michelle who works in Service and Faults and in my opinion should absolutely not be in a customer facing position. By this point, we are getting close to a week post delivery, and we were still hitting the same stumbling block. I considered asking my credit card company to carry out a Section 75, but I thought I would first read up on my rights. It turns out, their 3 day rule is absolute rubbish. They can of course have their own terms and conditions, however, they are superseded by the Consumer Rights Act 2015. Which states… ‘Consumers have the right to reject goods within 30 days of purchase if they are faulty and are entitled to a full refund. After 30 days, consumers can request a repair or replacement.’ Also, within the first 30 days the onus is on the seller to prove the goods were NOT damaged, it is not on the buyer to prove that they were. Your rights actually continue for upto 6 years with items bought in the UK, however, after the 30 days the onus shifts to the buyer, and other rules apply, I digress. Armed with my new rights knowledge, and the fact that Vile Michelle once again directly informed me of their 3 day terms, I informed her of my rights, and that I would like a replacement part asap. To this, Michelle forcefully and loudly told me ‘do not quote the law to me, I know the law!!’ Oh, I’m sorry Michelle, forgive me, but you have just tried fobbing me off (for the 4th time) with your 3 days terms nonsense. Either you do know the intricacies of consumer law and are trying to lie to us to avoid your obligations or, you in fact do not know the law on consumer rights. I never did get to the bottom of that one… A very long story short, once Vile Michelle was aware that I was not going to go away and that I knew my rights, a replacement part was dispatched and arrived with us a week or so later. Result! What a palaver! Customer service from companies such as Next is second to none. You call with a problem, they apologise profusely and arrange a replacement asap. It’s almost as if the replacement cost came directly out of Vile Michelle’s wages? It’s important to note that we love the bed, it looks lovely in the room, and it’s exactly what we wanted, I would definitely recommend it, although you do run the risk of a lengthy headache if something goes wrong. Now, only time will tell if the bed and mattress will continue to be of satisfactory quality and remain fit for purpose, and if not, you can absolutely guarantee I will be back on the phone with vile Michelle, armed with the knowledge of my rights, to get what I am legally entitled to! Side note - someone at NCF Living, please send Michelle on a customer services course because as a famous Come Dine With Me contestant once said - ‘she has all the grace and decorum of a reversing dump truck without any tyres on!’ Know your rights people!