on the 23 09 17 we purchased a wardrobe bedroom set along with a child mid sleeper our purchase came to £2364.91p. we had our hearts set on this display wardrobe/bedroom set, it was explained to us that we couldn't receive the set until the end of display date. that was fine with us gave us time to have a sort out. we received a call from the office to say the wardrobes were no longer needed for display. so in store arranged a private delivery van who was also going to assemble. we had arranged for Saturday 21/10/17 at 11am. excited. Saturday 11am came no wardrobes. 1pm came still no wardrobes so we rang store who then said delivery driver on way to collect. getting excited again. some time later the phone rang the store sorry delivery driver refusing to deliver he has found mild damage to the wardrobe. so we get in the car and travel the 35 minutes to Kidderminster. the damage to the base of the wardrobe was severly damaged. I asked who had dissembled the wardrobe? Did no one notice the damage? No he says 3 men took it down and none of them notice. I find that highly unlikely. When was it dismantled? Yesterday he said So you mean to tell me you've had since yesterday to ring and tell me,,,, First lie from store NO ONE NOTICED THE DAMAGE. So I asked your human would you be happy to receive this item in this condition? Weather I would or wouldn't isn't relevant he said. So I then went on to ask for a refund. He was not willing to refund as it had to be okied from customer services on Monday. 1030 came Monday he rang to say he was still waiting to hear from them. So my partner rang customer service direct who went on to tell us that the employee was wrong he could of refunded full amount as he had authority to do so he was actually MANAGER and should of known the correct procedure. Lie 2 from store he wasn't able to give refunds due to it being weekend. when in actual fact he could of as the item had never left the store. At 4pm today a full refund was given from store by the same employee. MANAGER. This evening I went to start complaints procedure rang customer service I explained a little of what had happened they went on to say it will be logged {bare in mind no typing or writing took place} so I assume the call was recorded for them to take notes. The only other thing that was said was its been noted to record 7.... WHAT DOES THAT ACTUALY MEAN? Is my complaint going to be taken seriously or not? They would not even tell me what record 7 meant. I asked if we would hear a outcome NO was all I got its internal. I am furious beyond words. No sympathetic apology no nothing. What a stressful and upsetting experience from your Kidderminster store. I seriously hope you will start thinking about training of staff in people skills. It would of been nice for a sympathetic and genuine apology instead of a shrug of the shoulders. unhappy and hurt by the lack of compassion and support we've been given. Thank you for reading we have certainly learnt a valid lesson with this experience