Absolutely awful customer service and after sales support, go elsewhere!!! Bought a bedframe, mattress, bedframe and pillows (which were given to us on a buy one get one free deal) Order was delivered broken, we contacted the local store to raise a complaint and was told they would log this and someone would be in touch within 24 hrs. I chased the complaint 2 days later to be told they weren't aware of anything, logged the complaint over the phone and provided an email address and asked me to send pictures and video evidence of the fault, they would then come and collect the product and arrange a replacement which I did. I then received an email to say a homeserve engineer was booked, I received a call offering me an appointment the next day (which was inconvenient) or the Monday, I opted for the Monday and took the day off. The engineer never arrived, I called to chase again to be told it was booked for another 2 weeks away, all whilst sleeping on a broken bed. The engineer eventually came and advised it was a manufacturer fault, the bed frame hadn't been built correctly and was missing several pieces of wood in the frame. He advised he could repair it to "manufacturer standard" I refused and advised I wanted a replacement, I called head office 2 days later to sort this to be told it can take up to a week for an engineers report to be sent. Another week surpassed and I called to chase again to be advised they were waiting on a response from the supplier as to if they will replace this. Again, I called to chase to be told maybe I could have a replacement or a refund. At this point I opted for a refund and was told to contact store to arrange a refund and collection. I called the store and spoke to someone to be told "we won't issue you a refund until we've collected the goods as you might hold the bed to ransom..." I said why would I hold a broken bed to ransom? Eventually another week passed and the bed was collected, the delivery driver advised to call immediately to arrange a refund and cancel the finance agreement. We called immediately (13 times before the call was answered) to be told no managers were in on a Monday to process refunds. I called again the following day, to be refused to out through to a manager and told I had to pay an additional £35 before they would cancel the finance agreement as the pillows were £100 each. I advised they were bought in the sale for £75 buy one get one free.. I was told I would get a call back from a manager within an hour, 5 hours later I called back again, to be told the finance agreement was no cancelled, but they won't refund the additional monies as the buy one get one free pillows were conditional on buying the bed, mattress and headboard. Currently considering escalation to the furniture and financial ombudsman and trading standards.