Purchased an expensive bed frame and slatted base from Furniture Village & a top of the range Hypnos Ortho Extra Firm mattress separately. The problem is the slats are 9 and even 10 cm apart in places, and this has distressed our Hypnos mattress and made the guarantee invalid, Hypnos lay the blame firmly at the feet of Furniture village, who sold us the slatted base. As Industry standards warn gaps in slatted bases should be no more than 7cm And any mattress you purchase from whoever it is will say that the guarantee is invalid if it is laid on a substandard base. ie substandard = Any slatted base over 7cm, so why did Furniture Village sell us one that has 9cm and even 10cm gaps in places? The bizarre thing is that Furniture Village warn customers AGAINST purchasing a slatted base with slats over 7cm apart, It's on their how to care for your mattress guide, on their own website. We foolishly thought it was an oversight and once we brought this matter to their attention they would apologise and resolve the matter as quickly as possible. Wrong. Very Wrong. We called the manager Luke at Friern Barnet and Stevenage Furniture Village. It took weeks to actually get to speak to him firstly because once you press option one for customer service on their contact number it says mailbox full throws you out and one is unable to leave a message. If customer service is this bad there really is a problem, its one of the biggest gripes on their negative reviews. Once you do get through to a human it takes weeks to go through the chain of command until you finally come to the store manage Luke. Email communication is even worse. Luke commissioned a really incompetent firm called Homeserve Furniture repairs, (We mistakenly thought they were the Ombudsman) a shady firm that if you Google their company you will see they have been discredited by money saving expert and have various negative reviews from customers using words like , cowboys, woeful, scam. A very unsavoury bunch. Anyway Furniture Village have made us an offer of replacing the slatted base but not the mattress. So they accept liability for the frame which caused the damage. The mind boggles? On website reviews where you have to input your order number or receipt Furniture Village and Homeserve Furniture repairs have over 79% to 92 % negative reviews. Two questions. One how can a company survive like this? I suspect they won't and they will be closing their doors sometime soon, so be very wary leaving deposits, unless you pay by card. Two: Where are the positive reviews coming from when you don't need a receipt as proof of purchase. I am sure the Ombudsman will be interested. which is our next stop, we will pass on the dossier we have collected with their unethical practices. We really wish we had taken the time to view the negative reviews before we made purchase, and if you are going to make a purchase make sure you pay by card so you are covered if they go into administration, which is where they are headed if they carry on providing such woeful customer service. Only 9% recommend Furniture Village thats a whopping 91% of unhappy customers.