Our Willow and Hall journey has been a bit of a nightmare. Most of the reviews on these review sites seem to be for the sample packs which skew the ratings. We ordered our bed back in February, and were contacted just before lockdown re delivery, however we had not yet moved and so the bed wasn’t going to fit in our 1 bed flat. Obviously we understood that during lockdown it wouldn’t be possible to deliver our bed. We were emailed on 14th May: ‘if we have confirmed that your furniture has already been made and is ready for delivery we will be increasing delivery slots and availability from the end of next week to ensure you receive your furniture as soon as possible’. So far so good… Email 22nd May: ‘we will now be looking to book in your delivery in approximately 2 weeks time’. Okay, so Covid has been a bit of a nightmare, I can understand the delay. Another 2 weeks delay. Email on the 4th June: ‘As we are moving to a new delivery company the workshops are currently in the process of collecting all orders that were ready for delivery so they can do a final quality control check. They are completing these checks this week. Therefore, your order should be arriving with the new delivery team next week.’ Another 2 weeks delay. Email on 11th June:’ Given the delays already experienced I don’t want to provide you with a finite delivery date that could be incorrect, but we are currently being told that they need two more weeks to complete quality control checks, load the orders into their computer system and then book deliveries.’ Another week delay. Email on 12th June: ‘I am reluctant to give a time frame on a delivery date at the moment as we are still moving to the new team. I assure you that once our delivery system is fully up and running we will be contacting you to arrange a suitable delivery date.’ At this stage I started calling as our emails were going unanswered. I was told on 19th June that the bed needed to be sent back to the workshop for quality control checks (see email from 4th June… they lied about the checks being done.) Over the next 2 weeks I was told that checks were being done and that as soon as they were done, delivery would be arranged. I had to chase information from the team at every stage (calls made on 22/6, 23/6, 30/6, 1/7, 2/7). Email on July 2nd: ‘We have been advised that your order will be delivered to Keen & Able next week and you will be contacted by the team to book delivery by Friday 10th at the absolute latest. I understand that I have shared similar updates with you previously but I have been assured that this is the final and definitive update regarding your delivery.’ Email on July 6th: ‘I have been advised this morning that your order will be with the delivery team on Thursday and then they will be contacting you on Friday 10th or possibly the following Monday.’ So not so final or definitive. By the Monday evening we still hadn't heard anything and I had to call. We were then told that on Thursday the bed would with the delivery company and that they would call to arrange delivery. On Thursday we received was a text saying that it would be delivered on Sunday, and did that suit. We accepted and were told we would receive a 2 hour window. Saturday evening we were sent a 4 hour window (11-3). The text made no mention of the company delivering nor any contact details. The delivery company called at 4pm, an hour after they had said, and whilst we were supposed to be seeing friends, saying they would be half an hour. They arrived at 5.30, at which point one of the guys said, ‘by the way we have never put one of these together’. Not very reassuring. They unpacked the bed (they didn’t even have a pair of scissors to open packaging), and I checked the material prior to construction. They had built the bed within half an hour, and left. When we went to make the bed, we noticed that it was wobbly and all the legs had been put on facing the wrong direction. So we then had to break the bed up again. The screws had not been affixed properly (unsurprising when all the delivery guys were equipped with was an Allen key). Either before delivery or during first construction, two of the brackets had been bent. Once we had constructed the bed, we noticed there is also a gap between the base and the surround, we assume caused by the best brackets. The delivery process took 9.5 weeks from the moment we were told they would start delivering again, and during this time we were sleeping on a mattress on the floor. Throughout this Willow and Hall refunded our delivery, gave a £70 refund and offered for Homeserve to visit after we complained about the bed gap. The bed is now built, and we are happy with it, save for the issues with construction. Would I recommend Willow and Hall, I am afraid not.