My wife took delivery this morning of our brand new bed, before Xmas, as promised. Unfortunately the bed was broken in the box, with a leg completely snapped off and the varnish chipped on areas where there was exposed wood. Furthermore, the packaging was so wet that it was disintegrating when touched and as a result the headboard was soaking wet. I would imagine that when dry there will be a significant tide mark. The delivery company refused to put it back in the van, and even had the gaul to suggest to my wife that it would "be alright because there's packaging inside". I called Made.com to attempt to get things rectified, and that is when the fun really started. For some reason I had the impression that they were a modern, customer focused company. More fool me! The person with whom I was landed first thought it appropriate to explain their business model to me, and blame this for the fact that we would not have a replacement delivered in time for Christmas. She offered me to wait for another 6 weeks for a replacement, a refund, or to be "compensated with a new bed with faster lead time". To me, that last statement screams proper customer service...we messed up, take your pick of what else we have and we will cover any difference as a gesture of goodwill. Oh how wrong I was. Again, more fool me! The only bed available for pre Xmas delivery that wasn't in pink or made from twigs was £200 more than the one we had ordered. Under the circumstances I would say that it is not unreasonable for them to sort out. However, I then received a communication from them that they would be reneging on their offer of a new bed, and would instead give me a £50 voucher, however I would have to go on and order the new bed, and would not receive the refund for this sodden pile of bits until they had taken delivery at their warehouse!!!! This same process applies for a simple return too!!!! Your stuff is delivered broken, you have to send them photos, then store it for them until they collect, and you receive no money back until they are in possession of it. Unacceptable. I have asked to speak with as superior, however I am told I will have to wait. UNBELIEVABLE AVOID AT ALL COSTS