Only gave 1 star as there is no zero star option. We purchased a bespoke Pure Tranquility bed base, two zip together single mattresses, side cabinets and headboard at a cost of £2979.97. First delivery date was cancelled and extended by 6 weeks due to CV-19 so if you want an accurate delivery date add 6 weeks as BFB are aware there is a backlog but are still making false delivery promises. When we complained, they promised us a goodwill gesture which they would only confirm after we took delivery. In all instances the email response was bang on the 10 day response target ... Again CV-19 was quoted as the reason for poor response times. The delivery arrived as scheduled, was packaged nicely and looked lovely. ONE week after delivery, both mattresses had sagged in the middle (these were different firmness grades 2 & 3) I emailed CS stating that the products were nothing like the ones we laid on in the shop, as the bed sagged, the plastic button under the woollen cover started to dig in. No response to email received, just standard message stating that CS were very busy (no surprise there) and would respond within 10 days. After moving to the bed in the spare room due to back aches caused by lack of mattress support, I phoned CS, after waiting for over an hour, CS advised that I would have to wait 40 nights for their comfort guarantee period to be reached before they could do anything. I stated that the product was not fit for purpose and was of poor manufacture to sag so quickly. I was asked to send photos and was assured that CS would not take 10 days to respond as I had phoned them and sent photos. 10 days later, I sent additional photos that clearly showed sagging and waited another hour for CS to answer the phone. I was once again informed that they could not do anything until the 40 nights comfort guarantee was reached. I stated that the product was faulty and I would instruct my solicitor, CS then put me on hold to speak to a senior manager. They have advised a Homecare Engineer will contact me within 48 hours to make an appointment to come and inspect the bed and if it is found to be faulty will replace it. I stated that I did not want a replacement as I would use the refund to shop elsewhere. This is the premium range of bed that they are selling using their own comfort rating machine, the cheap mattress in our spare room provides a lot more support than this 3 week old 'pure tranquility' mattress. I believe they are in breach of the trade description act and should rename this mattress 'need tranquillisers' as you'll need them to be able to sleep on it. Poor product, terrible customer service, do yourself a favour and shop elsewhere. Ps: no sign of the promised goodwill gesture either ... No surprise there ! This company is using the CV19 pandemic as an excuse for breach of delivery promise and poor customer service.