My Mum died on 19 August after a new bed was delivered by NRS. It was already late and the headboard did not arrive anyway. It never has. As NRS have a 14 day return policy I called them a day after Mum's death to arrange a return and refund. It took a long time for them to find the order and they said they would arrange a collection. A week later nothing had happened. I needed to return to work at this point and could no longer be at the house. I called and yet again it took an age to find my details. I then got a call back from customer services who said that their manager had to sign it off and had done nothing with it. But they would arrange a return. Then nothing. Finally I got a call from a logistics person on 10th September (21 days after my first call). They picked up the bed on 14th September (these guys were good - but not part of NRS). I was told by NRS that it would take two weeks (!) to inspect the bed and issue a refund. I have had no news since. As I cannot view my Mum's old bank account I cannot tell if there was a refund. I called them last week to find out (my trust has worn thin). The customer services person could find no details relating to my Mum. The previous reference (that they had no issue with before) now does not work - this is the reference my Mum wrote down when she ordered!. Nor did her name, postcode, full address. How can a system work for one person and not another? I was told there are different access levels. I asked for a manager but was told that they would call back same day or next - no call. It is now 11 October and I have been on hold for 45 minutes. I don't think they care very much about customer service. This has been particularly hard to deal with at the same time as a bereavement. They have been aware of this throughout. I have had to deal with multiple companies on behalf of Mum and NRS stand out as the only one that have caused issues for me. Their disorganisation and lack of care stand out as one of the worst experiences I have had for some years. My next step is to attempt to find out if there was a refund. I have been unable to close my Mum's account because of this and standing orders have been going out to other companies that I cannot stop. This means that the NRS delay has caused losses for us (they are aware I am waiting on them). It is such a shame that they have messed up what should be a simple process and I am now thinking that a solicitor and/or small claims court are my next step.