Ordered a replacement bed under guarantee as the 3yr old mattress I bought off them was faulty and had 4inch dips in causing lots of pain and discomfort. New one ordered 8/2/22 for delivery on 23/3/22. Delivery cancelled 1.5hrs into the 2hr delivery slot after I had dismantled the old bed ready for collection. Promised call back in 24hrs. Had to rebuilt the old bed. 6 days later still no call so called them. 97th in queue and got cut off at 5th after 1hr40mins on hold. Called back 93rd in queue got cut off again at 7th. Called the next day at 9am when lines opened and was still 28th in queue. Asked for a refund but was told I would only get a partial refund as the bed was 3yrs old and that a refund wouldn't be processed until they had collected the old one and it had been scanned back into the warehouse which would also take weeks and leave me with nothing to sleep on between collection and the refund being issued and cleared into my bank. Had no choice but to wait. Emailed the CEO and case was passed to an agent who promised he would personally handle the order and promised it would be delivered next time. Was given a new delivery date of 26/4/22. Morning of 2nd delivery I got no text or email to confirm so I called them. Went through telephone options about deliveries today and had the phone picked up and dropped immediately 4 times! Called back and used options for customer services instead. 39th in queue and took over an hour to be answered. Was assured delivery was on its way and would be a couple of hours max. I asked if the whole order was on the van and could they check as I had seen on social media that people were only getting part of their orders delivered. Was put on hold for 8 mins then was assured again that the base and mattress were on the van and the driver had just completed drop 1 and I was drop 5 so wouldn't be too long. Dismantled the old bed yet again ready for them to take it away. Then I got a call from the delivery driver who informed me that the base was on the van but not the mattress. This time I went into store and demanded a full refund immediately and even warned other customers of the issue I had and they left the store. They issued my refund to get me out of store and said that someone would call within 24hrs to arrange collection of the faulty bed they sold me 3yrs ago. I have now emailed them 4 times to arrange collection of the old bed and not had a response. I have had to tell them that if I don't hear anything from them by 20/5/22 when my new bed from Dreams is delivered then I will assume they no longer want to collect and will arrange for disposal. Asked for a response within 14days and still nothing. Avoid this company!