Bedstar "Failed Order"

JohnG

We ordered a single bed and mattress from Bedstar for delivery today and following the standard email confirmation that was received confirming order at the time, arranged to be at home to eagerly await delivery. Decided to call to check when we might expect delivery today only to discover, after a while checking their records, that the order had apparently "Failed" so nothing was out for delivery and apparently no money's taken from our account.

Needless to say I was not happy for obvious reasons, but instead of trying to resolve the situation I was offered no options - not even to see if they had the bed available at all for subsequent delivery! It was as if it was unimportant - so much for customer empathy.
Anyway, I pressed further and it emerged they did have a 'Low Stock' available so I asked if they could deliver the bed tomorrow (Saturday) as they do next day deliveries. Yes they could but it would be the usual £30 delivery for a Saturday delivery, they would not waive this in lieu of the "Failed Order" '.

In the end I decided to give up in frustration, cancel the order altogether and have now gone elsewhere.

Although I won't state you should avoid them (we've bought from them in the past with no problem) just be aware they don't let you know if an order has "Failed" so best to check within a few hours if a subsequent email confirmation isn't forthcoming to say it's truly on it's way?
These things happen of course but some effort to solve the problem would go a long way to placating the situation I feel.

Further to the above I have just got email reply to say that they don't notify customers if an order has failed as it might be fraudulent or a problem with card. :mad:
I can't believe this is normal, surely you would not want to lose sales on this basis?