AIBU or does customer service just not exist anymore?

[Orangelover]

Ordered a new bed from Dusk back in June. It finally came last week after lots of to and fro and them not being honest about stock/delivery dates.

I needed to arrange to get rid of my old decrepit divan and mattress so organised a collection through a company with a discount code from Ikea where we purchase our new mattress.

Arranged collection from said company, paid extra from them to remove it from a room of my choice as I’m fairly pregnant and not able to help DH move matresses and beds around. Paying more than the council charge per item but thought it was worth it for a guaranteed collection date and time.

Fast forward to today, collection meant to happen between 3 and 5 this afternoon. Gets a phonecall from the driver to ask what size my items are, as he is concerned he can’t get them in the van with his other collections and deliveries. He asks if there’s an alternative day they can collect, I offer next a Monday as that’s my only day off between now and New Year (which is annoying in itself as I have things to do..). I now have had a text saying sorry we missed you please rebook another day.

I go to rebook, no slots available til mid Jan. These items are sat in our little bedroom which is waiting for DH to turn into the nursery which he was going to decorate on his Christmas break from work ☹️

Tried phoning the company to an answer phone message that says they don’t man the phone lines anymore, emailed to get a bounce back, fb messenger directs you to their live webchat which no one has answered for an hour.

Why in 2025 do you just not get what you pay for, ever? And no one providing the service seems to care about rectifying anything for the customer. I’ve noticed this with so many things. Im £80 down, with my little bedroom still full and currently no way of getting an answer to when this now will be solved. I know - first world problem but why is everything such an effort.

Because there is no incentive to go the extra mile, or even deliver good customer service. People are being paid minimum wage and barely scraping by. When you’re worrying about how you’re going to survive on a low income every single day, you’re not happy at work.

Also: companies deliberately make it hard for customers to reach them so that people give up on complaints. They’re also trying to pay as little as possible to maximise profits so won’t hire CS teams.

I’ve worried plenty in life about surviving on a low income and being miserable at work hence paying £80 (might seem little to some) and not getting anything for it has grinded my gears. What happened to doing a good job and making a good reputation so your business thrives.

I’m probably hormonal (well I know I am) but just feel 😩 . I’ve had a run of things lately that haven’t gone our way through no fault of our own and life just feels hard. This is just the straw that broke the camels back as they’d say.

Trustpilot.

Leave a strongly worded review.

You're not wrong. Good customer service is very rare these days & a lot of companies hide behind email addresses, chat bots or automated phone lines. Costs them less too so they clearly see these methods as a winner.
It's very hard to speak to an actual human being who might be able to help.

Have you tried social media? Exposure of their crapness on there sometimes kicks a company into action.