I am not happy having to write this review but the company leave me no choice . We ordered a bed November 2024 and it was to be delivered 29thJanuary 2025 .
Delivery was to room of choice and assembly. Delivery was late which wasn’t a problem but on delivery the men said that they don’t assemble - I showed them my order and they told me that they don’t know how to assemble the bed .
We slept on our mattress on the floor that night . Our other bedrooms are taken up by other family members .
The next morning I phoned Woolroom who stated correctly that yes it should have been assembled . But it depended when a van was in my area again - didn’t think that was good enough .
Spoke to delivery company Rhenus and was told that my retailer hadn’t paid for assembly of the bed and was very defiant over that .
Spoke again to Woolroom making it clear that I wasn’t happy to wait until a van was in my area for assembly and I needed the bed making asap .
They did apologise and she said that she would see what could be done .
Had a call from Rhenus saying that there had been a change from the retailer and she was going to send a link to book a slot for assembly but she stated that she would have to put it in as a collection to raise the job -
Had a link but earliest would have been 1st February- I booked it just so that it was booked but not happy that no one was making an effort to make things right and get the bed assembled asap . We had to have another night on our mattress on the floor
I phoned Woolroom again and I said that I wasn’t happy that no effort had been made to make sure that things were sorted for us . We had after all just spent £2500 on a bed !
Again apologies and she said she would look into it .
I had a call from Rhenus to say the men would be there the following day on 31st Jan .
I meantime had contacted Woolroom with the issues we had experienced - I had e - mailed them on the Monday when the bed was delivered but had no reply or even an acknowledgment that they had received it
Delivery men phoned me on the morning of the 31st Jan and said they were a few minutes away for collection .
I said that you do know it’s an assembly of a bed ?
They didn’t - they had been allowed 4 mins to make the bed . They spoke to their office and phoned me back enquiring about the type of bed and they said they would see when they got to me if the bed could be made up .
The men were very nice and very helpful even though their day had suddenly got more complicated. No issues with them at all .
They got on to assemble the bed which was fine until they realised that the middle strut in the bed wouldn’t fit - the fittings hadn’t been attached correctly.
They pondered what could be done but I said I wasn’t compromising - that it was an expensive bed - and it should be right. They agreed with me and I phoned Woolroom to let them know the situation.
Again - apologies - but I had had enough and I told them to take the bed back . I could tell that she was taken aback but I said that I didn’t want the bed now . I had had enough She told me to email Woolroom stating this fact and I replied is there any point because I’ve sent a couple of emails already and no one has got back to me . She was quite sharp with me saying that they had gone to management and I replied that there hadn’t even been an acknowledgment from Woolroom to say that they were going to sort things for me . She stated even more sharply that my emails had gone to management . I stated that it would have been courteous to have had an acknowledgment of that fact .
She asked to speak to the fitters and I gave myself some space out of the room - I was so upset. The fitters arranged the pick up for me
The fitters took the bed to pieces again and that afternoon my husband and I put our previous bed back together.
I phoned Woolroom again to confirm that we would get our money back - it was stated yes
The delivery men came on the Friday to collect and they noticed on the back of the headboard a rip in the wool material . We wouldn’t have even thought about checking the back of it !
I wrote Woolroom a detailed email the following week about all the issues that we had to deal with and I still have had no acknowledgment from them .
What really annoyed me as a customer was the fact that every day it was myself on the phone - trying to get issues resolved .
No one from Woolroom took ownership of the situation - no one contacted me to say they were sorting assembly out and that I was a priority . It was all down to me .
The people I spoke to on the phone were ok with their apologies but at one point when I was saying about things one person did an audible sigh as though they had heard me going on enough .
Very disappointed in the company . We have a mattress , mattress protector and duvets from them .
If they had dealt with me correctly and politely I wouldn’t even be writing this review - but I don’t like being ignored . They need to work on their customer service .