Damaged bed from the White company - WWYD?

[whitecompanyproblems]

I treated myself to a new bed from the White Company - had to save for ages as it cost £2k! Waited three months for delivery but when the packages were delivered all seemed fine. Today a guy came round to assemble it (cost £250!) but when he took it out of the packaging it was damaged! At least five different marks on the headboard- one in particular is really large.

I called the White Company immediately - at first they said all the furniture people were in a meeting , then someone would call me back. Nothing! 7 phone calls and 6 hours since it all started I have just been told the team and managers have all gone home! So there is no-one to speak to.They said someone will call me tomorrow (when I am meant to be in work). They have emailed me to say they would like to send someone round to inspect it and see if the stains can be treated - but they can't tell me when this might be (a third party provider) and I bought a brand new bed?

I think now I would just like them to come and collect the bed and give me my money back but even that seems impossible. They can't tell me when that might be possible and say I would have to package it up so it was kept protected whilst it is being returned. They would only refund if it arrives without damage - but it is already damaged and I'm not a professional wrapper?

I've now got no where to sleep tonight (having dismantled my old bed and not sure if I can sleep on the new one?). WWYD? So utterly fed up. Think I've spent most of the day in tears. Pathetic I know but they have been so very difficult. Would be grateful for your advice. has anyone been through anything similar?

Brief explainer of chargeback on a visa debit.

Oh, OP, I’m so sorry. The a White Company has treated you appallingly.

I’d ask them for a full refund, quoting the consumer act, then post everywhere in social media to shame them.

Then I’d buy a bed from John Lewis or somewhere with better customer service.

You deserve a bed you love, op, not a bed that’s not fit for purpose, one with marks on it.

Hello

Firstly I just wanted to say thank you all so very much for your help, advice, kindness and support. Honestly you don't know how much it means to me. I felt so low and despondent but your responses really helped- each one of them. Thank you.

There have been quite a few developments. I followed your advice and went back to the CEO of the White Company saying I was disappointed with their response and wanted a refund. The Head of Customer Service was appointed to look into my case. She undertook an investigation which included listening to the calls. On 29 April she wrote saying 'how truly sorry I am that your experience fell far short of the standard we expect at The White Company.' She also acknowledged that I had not signed a form saying I was happy with the work that was done (as had been claimed by a member of their customer services team). She kindly offered to refund my money and arrange for the bed to be collected. She also offered a payment of £250 to cover the expense I incurred in getting the bed assembled and a set of bedding by way of an apology.

I gave this offer some thought. Unfortunately it would require two visits by different companies: 1) to have the bed dismantled and 2) to get the bed collected. It would also leave me without a bed. I would have to wait for the money to be refunded, place a new order and wait for it to be delivered. I dont have a spare bed (I live in a one bedroom flat) and work full time so this all seemed like another inconvenience and to be honest I simply don't have the energy to go through it all again, I am shattered. She has offered a £200 refund if I keep the bed which I have said I will accept.

I am excited about the bedding set- although knowing my luck I will probably get a single pillow case 😂. She offered a choice of the following ranges:

Savoy Bed Linen Collection | The White Company UK [she said the feel is crisp and smooth]
Sherborne Bed Linen Collection | The White Company UK [the feel is smooth and soft sateen]
Penzance Bed Linen Collection | The White Company UK [the feel is soft and relaxed seersucker]

I have gone with her recommendation of the Savoy bed collection. I hope I've done the right thing - fingers crossed. Will let you know how it goes get on/ what I get. Its exciting .

Anyway thank you once again for all your kindness, help and advice. It means such a lot. Thank you.