Extremely Disappointing Product and…
Extremely Disappointing Product and Customer Service
The first issue was the delivery. We had agreed a delivery time of approximately 9-10am. Instead, the delivery team contacted my wife at around 5:30-6:00am and arrived shortly afterwards. This was particularly difficult because we had recently welcomed a newborn baby and those few hours of rest made a significant difference. Being disturbed at that time was completely unreasonable and not what had been agreed.
Unfortunately, matters became worse during the delivery itself. The delivery team were unprofessional, caused disruption in our flat, and my wife was spoken to in a manner that we found rude and unacceptable. When this was raised with the company, they acknowledged the behaviour was not acceptable and told us they would no longer be using that delivery company. Whether that has actually happened, I have no way of knowing, but it does nothing to resolve the poor treatment we received.
The biggest issue, however, is the bed itself.
After moving into the property and purchasing a new mattress from Bensons for Beds, we discovered that the slat gaps on the bed frame are extremely large. Once the mattress was installed, it became obvious that the frame was not properly supporting it. There is approximately a 20cm gap between supports in places, which creates a significant lack of support underneath the mattress.
We contacted Bensons for Beds regarding concerns about our mattress and were advised that the support provided by this bed frame is highly unusual and could affect the mattress warranty because of the excessive gaps. We have only owned the mattress for around a week and it is already showing signs of being negatively affected by the inadequate support.
Not only is this concerning from a warranty perspective, but I also believe the gaps create a safety issue. For a bed costing hundreds of pounds, I would expect a support system that is suitable for modern mattresses and does not risk damaging them.
When we approached Luxurious Beds seeking a reasonable solution, we were informed that replacing the support system would cost us £375. We were told this charge was for delivery, dismantling, and installation. What I struggle to understand is how replacing part of a bed can cost almost as much as the bed itself, which was approximately £400. It felt less like an attempt to resolve the issue and more like shifting the entire responsibility and cost onto the customer.
I also pointed out that if £375 genuinely reflects the cost of delivery and installation services, then surely the company should consider compensating us for the original delivery service, which was carried out in a manner that fell far below acceptable standards. This point was effectively ignored.
Throughout this process, communication has been disappointing. Initially, it seemed as though someone within the company understood the concerns and was trying to find a fair resolution. However, subsequent responses appeared focused on defending the company’s position rather than addressing the underlying issues.
What is most frustrating is that we were never looking for anything unreasonable. We simply wanted a bed that properly supported our mattress, a delivery service that matched what had been agreed, and a company willing to take responsibility when genuine concerns were raised.
Instead, we have been left with a bed that we believe is unsuitable for our mattress, concerns about potential damage to a very expensive mattress, an unresolved safety concern, and a proposed solution that would require us to pay almost the entire value of the bed again.
Based on my experience, I cannot recommend this company. Potential customers should carefully consider both the product design and the level of after-sales support they may receive if problems arise.
I also want to make it clear that leaving this review was never my first choice.
Throughout my communications with Luxurious Beds, I repeatedly explained that I understood they are a business and that I did not want to leave a negative public review. My preference was always to resolve the matter directly and reach a fair outcome for both sides. I gave the company multiple opportunities to address the issues raised and tried to engage constructively rather than immediately posting complaints online.
Unfortunately, after raising detailed concerns about both the product and the delivery experience, communication appeared to stop and my concerns remained unresolved. At that point, I felt I had been left with no alternative but to share my experience publicly so that other customers can make an informed decision.
I gave them every chance to resolve this privately before leaving this review