Worst experience with a company (let alone one that's supposedly 'premium') - do not buy with this company. Summary of issues: - I bough bed that's supposedly made "hand-crafted one at a time" at the start of February and then waited 3 months for this to be delivered (I accepted the wait time based on a recommendation from a friend) - Upon delivery of the bed, I found: The rattan headboard was very stretched, bulging in many areas and loose / flapping about The foot of the bed had broken screw threads, a big split in the wood around the threads, and deep scratches along the panel of footpiece The poorly designed instructions were torn and scrunched up in a poorly packed hardware bag, with bolts that looked like they were already used Metal hardware on the bed was chipped and dirty (looking as though they have had dirty water spilt on them) - I raised this with Swoon and was given a discount with the recommendation that Homeserve would be able to fix the issue. - I explained that I would only accept this if the bed was restored to look and function as new. Swoon confirmed this. - I then had to wait for a whole month for them to come and look at the bed. Meanwhile, I had been sleeping on my floor since February and was then expected to put up with a very large unassembled bed in my flat for four weeks - Having taken a day off work to be available for the technician, the appointment was cancelled an hour before they were supposed to arrive. - I then had to arrange another day off work the following week to accommodate Swoon's repair service - When the technician arrived the following week, upon viewing the bed, he immediately stated that this bed was in fact unfixable and not fit for purpose. He explained that not only was the worn/stretched headboard not something that can be fixed (due to the way it's manufactured), but the bigger issue is that the footpiece of the bed is structurally unsound (due to the split in the wood) and thus it cannot function as a working bed. - Two weeks after that appointment, I am now still stuck with a large unassembled bed in my flat and still sleeping on the floor - I received no follow up from Swoon, so had to chase this up - it's now been 5 months since they've held my money, but I've been without a bed - They have said they will give me a 30% partial refund for an exchange (that would arrive in November) or they will give me 80% off to keep the broken bed as it is (despite the technician declaring it structurally unsound). Absolutely no quality assurance of their products and no real attempt to resolve the issue. Unbelievable...