On 18th May, I bought what I thought would be my dream bed from Swoon. I was told to expect delivery in 8-10 weeks - so 13th-27th July. I waited pretty patiently but it gets to July 16th & the bed hasn’t arrived and I haven’t heard anything. I’m keen to know when it will be delivered as I’ve been sleeping on mattress on the floor, so I dropped them a quick email to get an update. I get a reply saying I’ll hear from their delivery partner (Ash) within 10 days... so 26th July. Except it gets to the 27th July and I didn’t hear anything. So off another email goes to them. They reply saying I’ll hear from Ash by the end of the week; 2nd August. So I waited some more. The 2nd of August came around, and I still haven’t heard anything so this time I called Swoon as I’m kinda getting annoyed now & surely if I speak to someone I’ll get a better experience... the call centre rep tells me they’ll drop me an email once they’ve spoken to Ash. I wait again.... it gets to the 5th August and I haven’t heard anything again so I call again. I express that I’m annoyed that no one called me back and she agrees to call me back the next day no matter what, even if she hasn’t heard back from the delivery company. Well you guessed it, no call... So I call again, 5th time chasing now... I ask for a manager but I’m told there isn’t one available but she will escalate it and give me a call back at 4pm. It gets to 4:40 and their offices close at 5pm so I call again. I’m promised that my situation has been escalated, that Ash is going to investigate what’s happened and that Swoon will call me back between 4-5pm the next day. I ask that also look at compensation, they say they’ll immediately refund my delivery costs, will look at further compensation & will email me to confirm what is happening. To no surprise, no email. A few days later Ash contacted me with a date which I couldn’t be in for, to my shock they originally suggested leaving it outside?! A velvet super king bed? How am I meant to get it upstairs? It’s huge.,,, What if we have our usual British weather? I’m not sure I trust their ability to package something at this stage. I politely declined. Ash came back with an alternative date, 17th August, which I could arrange for my mum to be in for and they promised to call her an hour ahead of when they are due to get there so she could pop over. So we waited. The delivery day came. Ash never ring my mum until they’re at my house, but luckily she only lives around the corner so she goes over to open the house up. Ash do take the bed upstairs (which to be honest by this stage I was positively surprised to hear) but my mum calls me to say they only delivered one box, the headboard. The box says that there is another box that accompanies it but what a surprise, Ash say they don’t have it. At this stage my boyfriend steps in and insists on speaking to a manager. The manager assures him that he will investigate the matter and call him on Monday. Monday comes, we get a call to say they’ve found the other half of the bed... it was in a separate part of the warehouse?? Swoon say that Ash can deliver it but it will be a week or two. We say that isn’t good enough and that if their “delivery partner” can’t do it they should look to get an independent courier to do it. They said they’ll call us back by the end of the day... We don’t get a call back. So we’ve just called them back and they’ve said they’ll call us back next week to confirm a delivery date. I honestly have no hope I’ll ever get the other half of this bed. I’ll be asking my credit card company to refund my money today and informing trading standards.