Having waited approximately 4 months after ordering, Hammonds contacted me to arrange installation of my bedroom furniture on the Platinum Jubilee Bank Holiday Thursday 2nd and Friday 3rd June. Despite me telling them on at least two occasions that this was a Bank Holiday, they assured me it was fine as their fitters work on Bank Holidays. I received a letter informing me that the fitting was planned for the 2nd and 3rd June. On receipt of the letter, I contacted them to advise again that the 2nd and 3rd June were Bank Holidays due to the Platinum Jubilee and were they sure that fitting could take place on those two days. I was assured and re-assured that it would be fine. I was contacted and asked to pay the 2nd payment so that installation could take place on the 2nd and 3rd June. I again questioned these two days and said that I wanted to make plans to see my family over that long weekend. I hadn’t seen them for nearly 2 years due to Covid 19 and the fact that I had been receiving cancer treatment. I wanted to spend a few days with with my son, daughter in law and granddaughter who I hadn't seen for a long time. This was a great opportunity for me as I had now completed my treatment. The reply I got was, quote "Our fitters work Bank Holidays, so your installation will be done". I was assured and reassured AGAIN that installation would take place on the 2nd and 3rd and not to make any plans. As we had waited so long, over 4 months for the furniture, I agreed to the dates and did not make any other plans. I also arranged for a carpet to be fitted on the 7th June, window shutters on the 8th June and a bed to be delivered on the 10th June so that our bedroom would be completed. At 5.15pm on Wednesday the 1st June, I got a phone call to say that the fitter would not be coming on the 2nd and 3rd, I was not told why but that they would need to re-schedule for the 7th and 8th as because it was a Bank Holiday weekend there were no other fitters available!! This despite the fact that I had mentioned this at least TWICE to them and was re-assured that it would be OK. Having not made any plans for that weekend, I did not get to see my family who I hadn’t seen for nearly 2 years! I also had to completely re-arrange the carpet fitting, shutter fitting and delivery of my bed which because I had cancelled have been delayed by several weeks due to slots allocated to other customers. I contacted Hammonds spoke to several people in their Customer Services Department including, apparently, 2 Senior Managers; I was offered a token compensation amount for the 'trouble' I had been caused, which I did not believe was anywhere near sufficient. Despite trying to make people understand how upset and angry I was, I was told that the token amount was a 'standard amount' offered when installations are cancelled regardless of the circumstances and that there was nothing more they could do apart from apologise. I was told it could no longer be escalated as I had now spoken to the most Senior Managers. I reluctantly accepted this, as I was given no choice. I then received an email from a Senior Customer Service Advisor confirming that I would get the token amount deducted from my final payment. Not exactly the most Senior Manager in Hammonds! I was told that if I was unhappy I should follow their complaints procedure, but they refused to provide me details of who to write to or a telephone number, so I wrote to the Sales Director, who passed my letter to their Customer Relations Department who simply dismissed my complaint and said the token standard amount is all they could offer. Very good at apologising but no understanding, empathy or attempt at really listening to me. Very standard and stock comments and emails! I have now been forced to refer this to The Furniture Ombudsman and await their decision. I chose Hammonds because it's a family business and its reputation in the marketplace. Up until all this happened, I was very pleased with everything, in fact the installation went well, the installer was great. However, this has left an extremely bad taste about the company. So, as long as you do not have an issue, use them, but be warned that if things do not go well, they do not really want to listen to you but just give stock and standard answers. A real shame, as this review could have been so different if only they would have empathised with my situation instead of brushing me off with excuses.