UPDATE

After my mums lovely helper complained by phone to Willowbrook and suggested that she and her dad would dismantle the old bed themselves, the bed was rescheduled for delivery today Thursday 23rd Jan, however 2 new delivery men arrived (early again) and proceeded to dismantle the old bed in 20 mins (so explain to us all what the 3 hr timescale the other 2 delivery men where harping on about!!). The new bed all installed and old bed dismantled without any drama. Maybe Willowbrook should be looking at their delivery drivers as well as how their customer service team respond...

Ps I have still had no response to this complaint which basically says it all!!

Absolutely disgusting customer service. My 83yr old mum with Parkinson's paid for a bed and had it booked in for delivery, instalation and removal of old bed today at 2pm. Firstly they arrived at 11am making her rush to get ready for them. They then told her they couldn't remove her old bed as it was a 3hr job and they would have to rebook for a weeks time. She had arranged for her cleaner to come specially to make the new bed as she is not able. On ringing customer service they said they were unaware the old bed was going to take that long to dismantle even though the salesman had inspected it! My mum explained she had arranged for her cleaner to come especially to make the bed and the lady on the phone just said well you can get her to come next Monday as if she had no other customers and at no consideration to the additional cost to my mum! The service is appalling. My mum has been crying on the phone and is so disappointed. She had been so excited to get her new bed and this is a dreadful way to treat a customer who I personally think has paid an extortionate amount of money. SHAME ON YOU WILLOWBROOK!!!