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The-Bed-Shop.com
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SchoolTeacher0118
Posts: 5 Forumite
We are having an horrendous time with 'the-bed-shop.com' (based in Liverpool) and were wondering if anyone has any advice. In April we ordered some furniture from them. They seemed really professional and kept sending updates re. order progress eventually saying the furniture was with their haulier. This is when the fun and games started.
The haulier failed to deliver twice (the first time they apologised and said the furniture was not put on the lorry, the second time they didn't turn up despite my mother waiting in all day they basically denied that they had said they would deliver that day). The third time they did deliver but refused to bring the furniture to the house (swearing at my parents in the process). This is despite the website saying they will deliver to the room of your choice. The website also states that furniture is delivered by experts but the delivery company seems to be a contract cleaning company called Humac.
Needless to say my parents were given no time to inspect the furniture. The furniture (surprise, surprise) was damaged and also was a different colour to that advertised. My mum tried to contact them by phone - the number just rings out. They did not respond to my initial emails until I quoted distance selling regulations to them and threatened to contact trading standards, Watchdog and my credit card company. At this point they said they would have the furniture collected and a refund issued by 30th June (as per distance selling requirements).
I have been emailing them asking them when they would be collecting the furniture for the last two weeks. No emails have been answered. I emailed on Friday saying I expected a full refund today.
Well, here we are and guess what? They have sent me an email saying that they have actioned a refund which will take up to 30 days to process and that they will not respond to any more emails. I did email back saying this was not good enough and threatened them again as above. They then emailed again saying that they cannot give a refund until they have collected the goods. I have emailed back saying this is not acceptable but have had no response yet.
What's worrying me most is that they keep contradicting themselves and are coming up with every excuse for not refunding. Has anyone else ever had bad dealings with this company and if so how were things resolved?
Many thanks for any advice.
The haulier failed to deliver twice (the first time they apologised and said the furniture was not put on the lorry, the second time they didn't turn up despite my mother waiting in all day they basically denied that they had said they would deliver that day). The third time they did deliver but refused to bring the furniture to the house (swearing at my parents in the process). This is despite the website saying they will deliver to the room of your choice. The website also states that furniture is delivered by experts but the delivery company seems to be a contract cleaning company called Humac.
Needless to say my parents were given no time to inspect the furniture. The furniture (surprise, surprise) was damaged and also was a different colour to that advertised. My mum tried to contact them by phone - the number just rings out. They did not respond to my initial emails until I quoted distance selling regulations to them and threatened to contact trading standards, Watchdog and my credit card company. At this point they said they would have the furniture collected and a refund issued by 30th June (as per distance selling requirements).
I have been emailing them asking them when they would be collecting the furniture for the last two weeks. No emails have been answered. I emailed on Friday saying I expected a full refund today.
Well, here we are and guess what? They have sent me an email saying that they have actioned a refund which will take up to 30 days to process and that they will not respond to any more emails. I did email back saying this was not good enough and threatened them again as above. They then emailed again saying that they cannot give a refund until they have collected the goods. I have emailed back saying this is not acceptable but have had no response yet.
What's worrying me most is that they keep contradicting themselves and are coming up with every excuse for not refunding. Has anyone else ever had bad dealings with this company and if so how were things resolved?
Many thanks for any advice.
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Comments
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Oops - I may have posted this in the wrong forum. Maybe this is a vent. Sorry if I have.0
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Get some legal advice (CAB), your house insurance policy etc. and start proceedings immediately. A few well drafted letters threatening court action may be enough.
I wish the best of luck, but that is no substitute for concerted action and persistence. Go for it!0 -
They were meant to pick up the furniture yesterday. They didn't turn up and once again I had to phone them (the delivery company). I'm forwarding everything to my credit card provider now, as I believe I should have had a refund on the 30th June (as promised in a previous email from the company), regardless of whether they have collected the furniture.0
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Wrong thread!!! No chance, Id say you were ripped off, and would seriously consider at most to demand a full refund, with additional costs, and tell them which hole they can shove the furniture in. Id gladly fill the hole in for them, take them to the cleaners.SchoolTeacher0118 wrote: »Oops - I may have posted this in the wrong forum. Maybe this is a vent. Sorry if I have.:A:dance:1+1+1=1:dance::A
"Marleyboy you are a legend!"
MarleyBoy "You are the Greatest"
Marleyboy You Are A Legend!
Marleyboy speaks sense
marleyboy (total legend)
Marleyboy - You are, indeed, a legend.0 -
Hi, I;ve been trying to get some info on The Bed Shop, Liverpool and noticed your comments on this forum. I started reading your predicament and couldn't believe what I was reading. It's almost exactly what has been happening to my daughter with her order she placed in April this year!
She paid for a headboard, asked when it would be delivered and they started mucking her about with delivery dates. Then they said they would definitely deliver on a date - she took time off work and they didn't turn up. When she asked what was going on they siad the headboard was out of stock!
it went on like this for weeks and weeks and she eventually cancelled the order as she was sick of their unkept promises and no product. It's now the last week in August and she is still waiting on her refund. They decided to pay up (thro Paypal) when we sent recorded delivery letters threatening court action but they had the cheek to charge her an administration charge on the amount. She declined that amount and after talking to Paypal, they advised she decline it too, and advised telling them they had sent her a payment and not a Refund, hence the reason why she was charge the fee.
That was about two weeks ago now and we have heard nothing back. I've tried phoning and it's always engaged, and their website is a waste of space as you can't get to the 'small print' the check out anything 'legal'. She can't even go through her Credit Card company as she paid by Debit Card!
My husband rang trading standard who said they can't do anything, and if she goes down the 'small claims court' road, she has to pay £100 odd just to take them to court - and then they probably won't bother paying up!? I feel so sorry for her, she's just moved into a flat and trying to get it together, made redundant last month - What next? I can't believe a business can treat people so badly. Anyone got any ideas - legal ones that is!!!!!!!!!!!!!??????????????0 -
Thanks so much for the warning - i was just about to order something from this lot...0
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Hi (and apologise for the huge bump),
Rather foolishly I ordered from the-bed-shop.com and then checked the Internet for reviews. My heart's sunk since reading this thread; I've contacted my bank to try to stop the payment but they can't do so since I did it with a debit card (more fool me!). It's literally been an hour since I put in the order, and I've emailed them to request cancellation of my order - I was just wondering if there was any followup on the stories posted here?
Cheers.0 -
Hi there,
I'm Michael and I work for 'the-bed-shop.com'. I want to start by apologising for the way the mentioned orders above have been handled. I will now explain what went wrong in each case and what we have done to put it right for the future.
SchoolTeacher0118 - The delivery team we used to use were called Humac, at the beginning they were great and offered a good service, unfortunately as we grew as a company they were unable to handle the volume of orders and as a result the service they offered declined and this wasn't acceptable to us and our customers. As a result we stopped using them and instead now use a delivery company that are used by Grattans, Argos, Empire Direct and many more high street stores. You can rest assured our delivery service is now excellent and we encourge you to retry it, in fact, as an apology we'll give you 10% off any news orders you may wish to place. We now have hardly any damages at all and we deliver to the room of the customers choice and give plenty of time for it to be inspected. As for our refund policy that has too changed, we now issue refunds the day they are requested by our customers, at the end of the day, we want to offer the best possible customer service and for you as a customer to return to us. As for your emails not being replied to, I can assure you that you will now receive a response within 24 hours, put us to the test! All in all we do apologise for the service you received and can confirm your furniture has been collected and your money refunded in full as you know.
scrummy51 - Although we do apologise for this order you did provide us with the wrong PayPal email address twice when we were trying to refund you? We did let you know immediately of the stock situation and have now put in new procedures with our suppliers to ensure stock levels are constantly monitored and relayed back to us to pass on to customers. You have been refunded in full including any fees you mention that PayPal charged, in fact, we actually sent you more money to say sorry!
All in all I can guarantee everyone that our customer service is now excellent along with our delivery service and I encourage everyone to put us to the test! We do apologise for the two cases above but we have used them to help us improve our service. Another thing to remember is that we receive hundreds of orders a day and 99.9% of them go through fine! If you still have any queries then please just reply to this thread, I'll keep monitoring it!
Once again, my apologies,
Michael.0 -
Nice of you to reply Michael.0
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Nice to see a retailer responding to customer concerns. However, I am sure that many readers will be waiting for the three above cases to be resolved before they order from you, Michael. If they are satisfactorily resolved then you will have a got yourself the kind of positive advertising that money cannot buy.
I hope those who posted above will post again to confirm that they are happy with the outcome.0
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