Customer Service
Our company is founded on a tradition of good service and we want to ensure that your order proceeds smoothly. The notes below are intended to clarify the details so vital to this. Please do not hesitate to contact us if you have any queries at any stage.
- The Store & Parking
- Opening Hours
- Price Promise
- Payment Terms
- Delivery
- Storage
- Disposal
- Returns & Replacements
- Cancellations
- The Store & Parking
- The store occupies almost 50,000 square feet so has a wonderful selection, including several exclusive and unusual ranges. Although the shop is a listed building, most areas are accessible by our lift and we are able to carry down furniture if required. Whilst visiting the store, you are welcome to use our customer car park, located at the side of the store.
- Opening Hours
- We are open Monday to Saturday 8:45 - 5:30. We are closed Sundays but open most Bank Holidays.
- Price Promise
- We try to ensure that our prices are always competitive, but in the unlikely event that you find the same product available at a cheaper price, we will endeavour to match or beat it.
- Payment Terms
- A deposit of at least 20% is required to process your order. The balance is due before the goods can be delivered and payment must be by cleared funds. This does not affect your statutory rights. Without prejudice to any other rights the company may at its sole discretion charge interest on overdue accounts at a rate of 2% per month or part thereof.
- Delivery
- We have 3 vans on the road most days, and do offer FREE local delivery (order value over £100), including on Saturdays. Our vans do deliver all over the country so please ask for a quote if you live further away.
- Much of our furniture is ordered specially for you from the supplier. Because of this the delivery time may vary. The Anticipated Delivery date is our best estimate only. We can not be held responsible for supplier delays.
- When your goods are ready for delivery to you we will contact you to arrange a suitable date. We regret we are unable to offer guaranteed delivery times. However, we will give you an approximate time slot. It is your responsibility to ensure there is adequate and safe access for delivery, especially of bulky items. If you are in any doubt about this our transport department can arrange inspection and assessment. Unattended delivery is at your risk.
- Storage
- We can store goods for up to 1 month after we receive them (or Anticipated Delivery time if later). Thereafter the balance becomes payable and a storage charge will apply. We can not store goods for more than 3 months.
- Disposal
- We can take and recycle your old furniture for a small charge. Nothing is wasted and nothing ends up in landfill: Metal hinges and springs are recycled back into spring products; timber into MDF or wood shavings; foam reused in carpet underlay or other insulation products; textiles recycled into insulation products or briquettes for industrial heating and Refuse Derived Fuel. The packaging materials from the new, replacement beds and furniture are also separated and recycled.
- Returns & Replacements
- Please inspect the goods and advise us of any damages or shortages within 3 days of delivery.
- We do our best to get things right first time, but in the even of a problem we have an experiences customer service manager who can assess and repair most problems on site.
- We will not be obliged to take back or refund any goods where you have made errors in selection
- Cancellations
- Should you choose to cancel your order this may mean the loss of your deposit if production has already started or if delivery to us can not be stopped. Cancellation by phone should be confirmed in writing.
