I recently had a highly frustrating experience with the New Malden branch of this company when I ordered a bed. The entire ordeal has left me extremely dissatisfied, and I feel compelled to share my experience. On the day of the scheduled delivery, I received a text message informing me that only the divan base was available, and the mattress was nowhere to be found. Understandably, this was incredibly frustrating as we had placed and purchased the order as a complete set. I immediately contacted the New Malden branch, and that's when I had the displeasure of dealing with their salesclerk, Georgie. Georgie informed me that he had only just received an email informing him of the situation. Frankly, I found this excuse to be diabolical. He further explained that the manufacturer had experienced delays in producing mattresses, which only added to my frustration. I requested that Georgie keep me informed via email about a new delivery date, and I was assured that he would do so. However, this assurance turned out to be empty, as we never received any updates from him. After two weeks of waiting and no communication from the store, I decided to follow up. Initially, I was promised a call back, but it never materialised. I then asked to speak to the store manager, but instead, I was put through to the deputy manager, Osman. My conversation with Osman was nothing short of a nightmare. He spoke rapidly and dismissively, making it difficult to communicate effectively. When I politely requested that he slow down, he became arrogant and obnoxious. He appeared disinterested in hearing our concerns about the delay and kept insisting that Georgie would call us back. Despite my repeated attempts to explain that we were no longer willing to deal with Georgie due to his lack of communication, Osman failed to grasp the situation. My husband eventually took over the call, asking Osman to send an email by the end of the day with an update on the bed's delivery status. Unfortunately, this request also fell on deaf ears. Frustrated and fed up with the New Malden branch's unprofessionalism, I contacted customer services to lodge a formal complaint. In hindsight, I would strongly advise others to steer clear of this branch, as both the salesclerk and deputy manager demonstrated a complete disregard for their responsibilities and failed to communicate respectfully or effectively. This entire experience has left me deeply disappointed and dissatisfied with this company.