Douglas McLaren

Hello Douglas,

Thank you for your feedback. We’re genuinely sorry to hear about your experience and the inconvenience caused.

As outlined in the Faulty or Damaged Products section of our Refund Policy, we ask that all customers inspect their orders upon delivery and report any damage within 7 days, including photographic evidence. This is necessary to allow us to process any claims promptly. Unfortunately, as damage was reported outside this window, we were unable to take further action under our policy.

While we understand the frustration this has caused, we did offer to send an engineer to assess and potentially rectify the damage at cost. As this was declined, we regret that we were unable to assist further.

We appreciate your comments and will continue working to improve our services and communication.

With kind regards,
Ellie from Kaiser Team UK.

Thank you for the great feedback! I’m so glad to hear that Colin's communication was spot on and that you enjoyed the course. It sounds like it was a really positive experience!
Congratulations on your award Douglas.

Hi Douglas,

Thank you for taking the time to share your feedback with us. We are sorry to hear that the drivers were unable to deliver your order within your original recommended delivery timeslot.

Estimated delivery timeslots are provided by the courier in the morning and prior to the delivery taking place. These timeslots are estimates based on the number of deliveries scheduled for that day, and are calculated in the assumption that no interferences such as bad road conditions, vehicle breakdowns or any other delivery anomaly will take place.

Whilst the drivers will do their best to adhere to these timeframes, unfortunately events outside of our/their control may sometimes see deliveries taking place outside the originally provided delivery timeslot. Where possible, these timeslots will always be updated to reflect the new estimation.

Our deliveries run from 7am to 7pm, and we also offer our customers the option to select one out of three different paid timeslots, as we understand that some of our customer may prefer to have full control over their delivery timeframe. Unfortunately, your order didn't include a specific timeslot.

We currently offer various delivery options when placing an order that includes a Simba mattress or bed base.

With our Standard Delivery service (free), customers will be able to have their items delivered to their room of choice, or they will also be able to receive their items at their doorstep, should they prefer this.

In most UK postcodes, we are also able to offer a mattress removal service when placing an order for a Simba mattress.

When choosing our standard delivery service and when choosing to have the items delivered to the room of choice, the delivery drivers will be able to leave all the items in the preferred room. However, for the time being, this service does not include an unpacking, assembly or waste removal service. All the information on what to expect when receiving a Simba order can be found within the checkout stage and here: https://simbasleep.com/pages/delivery-information

We have put handles on all our mattress boxes, and in most of our mattresses to ensure that these are easy to manoeuvre when receiving the items, and when rotating as per the required guidelines.

Customers who wish to see their items unpackaged, assembled, placed into their beds and all packaging removed, will be able to select our VIP Delivery Service instead, which offers the option to leave your new Simba items ready to be used. This delivery service must be selected when placing the order.

Unfortunately, we can see that your order only includes the standard delivery service, which does not include the removal of the packaging, or assembly of the new items by the drivers.

Best Wishes
Team Simba

Thank you for taking the time to leave a review. We are delighted that you are happy with our service and delivery. Kind regards, Sign Shed HQ