I purchased a bed from the Bristol store on 6th June 2016 (Babylon bed frame). Unfortunately, on receipt of the item the headboard was faulty and following a lengthly process of phone calls, emails and a visit from a technician it was deemed that a replacement was the most appropriate way forward. Despite being informed by the “Aftercare” Team representatives on several occasions that updates would be provided in a timely manner so as to ascertain: 1) the opinion of the technician based on photographic representation of the workmanship 2) a date when a technician would ultimately view the item in situ 3) the outcome of the technicians visit 4) the timeframe expected for a replacement to be furnished, no call was forthcoming and therefore left me no other alternative than to follow-up the complaint myself. The replacement was eventually delivered on 14th March 2017, albeit 9 months after the initial purchase, a timeframe which I find wholly unacceptable even when taking into account the lead time of the relevant supplier. Obviously, this has left me without a bed which is fit for purpose, and indeed usable, for an extended period. At no point during this intervening period was any update provided, which if due to a supplier supply and demand issue, or indeed any alternative explanation, should have been conducted as a matter of courtesy given the contract is ultimately with yourselves. Sadly, the “Aftercare” service I have experienced has been the extreme opposite of proactive and efficient, and most definitely has not been customer orientated. Following the arrival of the replacement, I noted the totally inadequate, inferior quality of the item and again contacted the “Aftercare” Team. Again, I sent the appropriate photographic evidence and was advised that someone would contact me to advise the most appropriate next steps given that I was now rejecting the item. Not surprisingly, I was forced to make contact yet again as no follow-up call was forthcoming. During this phone call, initially the photos could not be located and it was only when I advised that I had also forwarded the requisite photos to my own email address that they appeared. I was then informed I would need to wait for yet another technician visit, which I kindly declined and made it clear that I now felt the process was becoming a delaying tactic in an already unprofessional, inadequate, drawn out debacle. Again, I was advised to wait for a phone call to inform me that authorisation to collect the item had been granted. I need not explain the outcome of this wait as I am sure you can now clearly see a pattern developing. Despite authorisation being granted, your “Aftercare” Team again decided that informing the customer wasn’t a priority and I was left feeling that I wasn’t even an afterthought for the “Aftercare” Team. Now at the mercy of the “Aftercare” Team for a further period, again I waited for any form of response or update. Ultimately, I contacted the warehouse myself to arrange a collection date, so not only had I paid for the pleasure of a bed that wasn’t fit for purpose, I had made numerous calls to chase up the replacement item and arranged it's collection - obviously not in a days work for the “Aftercare” Team. Whilst courteous during each and every phone call, I can only describe my experience with the “Aftercare” Team as shambolic and seriously lacking, and not what I would have expected from a company such as Furniture Village. As a customer, I would expect the same level of service throughout the relationship and not a take the money and run approach. I have been left severely inconvenienced by this purchase and am now back to the drawing board in having to order a bed from another supplier. Following the incident I contacted the store manager who advised that no offer of recompense could be made as the item had been refunded. Clearly the inconvenience and mounting call costs on my behalf was extremely low on the priorities of a book balancing exercise.