Having read many of the reviews after reporting a faulty mattress which was agreed by FIRA, my point is "Customer Service" just does not exist. its 11 days since my last email to them. to that you get a reply - "Really sorry due to current high volumes it may take a little longer than normal for us to answer your e mail or call you back" THIS IS THIER NORMAL its always like that, this is either a lie or they have thousands of complaints to deal with. also if you ring the number on their email 03332226800 you are told the number is redundant. Is the CEO aware of this gross incompetence ? The star rating is less than poor.