Ordered bed frame and mattress which was delivered on 17 November. Total cost: £3,500 It was delivered and set up by their professional delivery drivers. It looked beautiful. Left the bed and mattress for approx 6 hours to breath and then decided to make the bed. The mattress was so hard to lift out of the bed frame - it had been wedged into the frame. When we put the sheet on it kept popping off because it was so tight to get mattress into frame. We left it for 7 days and then I noticed the £2,500 mattress had concaved due to being forced into the space. I rang the shop and was told by the lady that sold it to me to ring customer services. I was 25th in line on the phone, sent emails, no response so sat on phone for at least an hour. I was told they would send an independent company out to see what the problem was. A young man arrived and checked the bed and mattress, measuring etc etc. He decided that neither of the products were faulty but, The pillow topped mattress which we were advised was an excellent mattress but unfortunately it would not fit into the frame because of the headboard. He then found that the bed frame was adjustable, he proceeded to adjust the bedframe to its lowest setting and the mattress fitted in, he then advised us that the concave of the mattress would settle. The bed and mattress was now like a futon, almost on the floor, we tried it and I was very uncomfortable. My granddaughters came today and with my husband they removed the mattress and found that the bracket on the top of the bed my side had come out and I was actually sleeping lopsided. I have reported it to the Thurrock shop manager and we explained that when we bought the bed we explained to the sales person that we have several health issues, we both suffer with variosu forms of arthritis, therefore the bed had to be a certain height, not too low etc, we are both in our 70s and we wanted to make sure what we bought was right. The bed and mattress that we viewed and tested was what we bought believing her to be correct in what she was selling us. We took photos of the bed and mattress in the shop and have taken photos in our home. The manager of the store said he will get back to us next week. We will be paying a visit to the store on Monday with our photographic evidence. We are happy to exchange the frame for one that is suitable for the mattress we bought. We will arrange for a representative of the mattress manufacturer to check the mattress and if it is permanently damaged we will want a new mattress. I am so so angry, upset, disappointed etc we paid good money for what we were told was the right product for us. It needs to be sorted now and if need be I will take legal action against the company.