Unresolved Bed Quality Issue & Poor Follow-Up

We purchased a bed from Truewood Furniture which was delivered and assembled on Monday, 6 October. When inspecting the bed, I noticed that the top part of the frame was loose. I contacted the delivery person, who told me that it was “supposed to be like that.”

The following weekend, we visited the store to collect our free polish. My husband looked at the bed on display and saw that it was not the same as the one delivered to us. He explained the issue of the loose top section and the creaking noises the bed makes with every movement. The salesperson logged the complaint with the factory, and I received a follow-up call the next Monday.

During the call, I explained clearly that someone is only available at home on Mondays and Thursdays, apart from weekends. I was told that I would be contacted with an update — however, two weeks passed with no communication. I called again last Saturday and was assured that I would be contacted today, but once again, no one has gotten back to me.

At this point, the bed still remains unstable and noisy, and the lack of follow-up has been extremely disappointing. We paid for a quality product and expect the item to be delivered and assembled correctly, as well as concerns to be handled professionally.

I am requesting that this matter be attended to urgently. Please confirm a suitable date and time (preferably Monday or Thursday) for a technician to inspect and repair or replace the bed.