We have purchased a Windermere midsleeper pine bed on the 28th of July. Sales and delivery on the 7th of August were straight forward. However once we started assembling the bed we realised the quality is very poor. The wood is very soft and prone to dents and scratches. The machine cut panels and the holes do not necessarily match. Top plank of the headrest doesn’t seat properly on the railing. The kids were happy with it so we left it as it is. At some point we realised that the book shelf doesn’t hold the weight of the books so we had to move it to the top setting. The bed started making creaking noise every time my child moved in it. We wanted to avoid the hassle of returning and complaining and still decided to keep it. That was until 3 weeks into using the bed one of the drawers front panels came off into my 8 years old child’s hands. My husband filled the form to report the faulty drawer on the 28th of August. A few days after he received a request to provide pictures which we did at the beginning of September. And then there was silence. 10 days after we filed the complaint I have contacted the customer service again and on 12th of September my husband received an email in which we have been offered a collection date for return in August. There was no phone calls or emails to discuss our options prior this email. The email said we had to make sure we have to return the goods in their original packaging. We have purchased a bed that we were planning on using for at least a few years, there were 7 parcels delivered to us. Where and why would I keep the original packaging? As an alternative there is a suggestion to purchase similar packaging material from any store and do it as best as we could. So for all wasted time and inconvenience the faulty bed had caused us, we must spend more time and money to get an additional packaging to return the bed safely? Plus we will have to wait for 5-7 days for the bed to reach the warehouse and then 5-7 days for the refund to be issued. All whilst my child would be sleeping on the floor. I have eventually managed to call the customer service number and only then I was asked what I would like to do. I asked for my options and have been offered a £50 discount (seriously?), an exchange and a refund. The lady on the phone offered my first available date for collection which was the 17th of September and whilst I started questioning why should I purchase an additional packaging she hang up on me. The collection however was booked and I had to contact the courier to rearrange the dates as we would need some time to disassemble this joke of a bed. It is very unfortunate that during these challenging times there is no support or any advise from the company that positions itself so highly on customer care. We are reasonably adequate people and like buying products from different shops and give a benefit of a doubt whilst reading poor reviews. However this situation is totally disgusting and lack of communication is appalling. Would I purchase anything from this shop again? There would be a solid No