I purchased a Manchester queen sized bed frame online in early December. The delivery was pretty fast, though I indicated that I would prefer to have the bed frame delivered when my new mattress arrives possibly in early January. The mattress actually arrived on 27th December. My husband and I started to assemble the bed frame but found we couldn't get two bolts into the holes on one side of headboard. I called the store's customer service but the reception said I could only send email and with photos. I sent an email with photos of package of 3 boxes as they required, and one headboard where the bolt holes had no threads. The online customer service replied in the same afternoon asking me more questions. That night we had to sleep in the new mattress on the floor, as giving our old bed away as soon as the new mattress arrived. The next day my husband sent them another email with a couple of photos with flashlight so the two bolts hole without thread can be seen clearly. He offered a solution that if the store can send a new plate for the headboard that we can ask our local builder to fix it. We live in Coromandel town, the shipping we paid is over $300. When my husband phoned the store again, and he was told that the customer service team were on holiday till 8th January.. We also noticed that one bolt was missing ( according to the package, it should be 10, but we found 9 only). My husband went to a hardware shop when he was in Thames and bought a similar one. It has been so inconvenient for my family especially when we had guests and we can't assemble the new bed, and I have felt frustration without any further reply from the store for the past two weeks (from 28th December to 5th January). I hope the store can give us a solution either replacing the headboard without faults, or shipping a new plate so we can assemble the new bed smoothly as soon as possible.