When they turned up they hadn’t brought the actual bed and wouldn’t leave the mattress without it. We had already took our bed to the tip like any one would because we were expecting the bed to be delivered when it was supposed to be instead of not bringing the complete order. I then went to the shop to explain now I had nowhere to sleep because we had thrown our old bed away. They had offered us a loan mattress until they figured out where our bed actually was so of course we took it home otherwise we would have had nowhere to sleep. We went the next day for an update and they said they hadn’t heard anything back, and the next day again the same story the shop had said that they have tried to contact you several times and heard no reply. I had then said for them to call me back when they know what’s happening. 2 weeks had passed and still no one knows what is going on and the shop are saying that they haven’t had any contact from yourselves. So for over 2 weeks we are sleeping on the floor on a mattress after we have paid money for a bed that no one even knows where it is. No one even has the curtsey to call me up and try to figure things out. How is this acceptable ??? it’s the worst service I have ever received. I then obviously want to cancel the full order and take my money elsewhere. I called the shop back and I was told to contact customer service, they then tell to call the shop back and they need to request a refund because they can’t do it there. Then the shop advised me that I can only get a refund by cheque and it can take 7 to 14 days and they can’t process that until the loan mattress is collected but doesn’t know when it can be collected. How is any of this acceptable. You have my money for something that I haven’t received and I want it back now. Its at the point now that the shop manager has had to come and pick up the mattress his self in his car just to start the process of me getting my money back because they wasn’t sure when it could be collected. I have never heard or seen anything like this how I can be treat like this when none of this is my fault, I just wanted a nice new bed and instead its turned into a nightmare. I didn’t ask for the loan mattress you had to give me one from your mistake so now you take that mattress away in order for me to get my money back and I have to wait weeks for a cheque and then ill be sleeping on the cold hard floor until I get the money back to go buy a new one all because of the mistake that you’ve made as I don’t have money to go out and buy something else because you have it!!!! I need answers and I need my money back, the position that you have put me in is disgraceful All this time I have had to spend on trying to contact you and worried and having the worst nights sleeps when I should be in the nice bed that I had ordered. I have tried to call customer service manager back after escalating this because they couldn’t get through to me because I’m working which will be the case all the time and I tried to call back and the estimated time was 82mins. I’ve never heard anything so ridiculous. I expect a quick response and some compensation because I don’t think that there is any excuse I have had the worst experience and now still expected to sleep on the cold floor because you are unorganised and can’t deliver what was promised. How can this have even happened. I will be speaking to further people to find out exactly what my rights are in this situation. How you can actually quote that you value your customers in beyond me !!!!