On October 20th I posted about our broken bed. I had taken the problem to the branch of Dwell where we had bought the bed and they had promised speedy action. Some sort of action eventually ensued but not within a time frame that I would consider speedy, given the importance of the problem.
On November 6th. I received an email, the main part of which I reproduce below. The mis-spellings occurred in the original.
I don’t know how you would react to this, given that the bed is uncomfortable and noisy, but my reaction was that this was a completely inadequate response. I replied as follows.
On November 12th I received a phone call from Dwell but wasn’t able to answer it at the time so a voice mail was left. This informed me that they had managed to find a replacement part and asked would I please call them to arrange delivery. Was it a coincidence that a part had turned up or did it have something to do with my email? Who knows?
When I called the number I was given, it turned out to be the general customer services number and of course the person I spoke to had no idea of the matter. I explained. Her response was “Is it a collection or a delivery?” I thought I had just explained that but, well, never mind, let’s get on…
Delivery has been scheduled for Monday (tomorrow) afternoon between 1 and 5 pm. By rights, they should remove the defective part and fit the new part but as this has been arranged as a “delivery” and the bed was originally delivered as a flat-pack, I expect we shall have to fit it ourselves.
As Tigger has to go to work tomorrow, we have decided to remove the defective frame today and store it temporarily in the corridor (there is simply no room in our tiny flat). This involves raising the metal frame on its hinges and climbing inside the base of the bed and there removing 10 screws holding the frame in place. Fortunately, we bought ourselves an electric screwdriver. Once detached, the frame had to be lifted and manoeuvred out through the door into the corridor and a notice put on it to pacify any neighbours who might think to complain about its presence.
The mattress had to be stuffed into the base of the bed. Needless to say, it is not meant to fit here and is too big but we managed to jam it in. The result is something like the bunks on ships with raised sides to prevent you falling out as the ship rolls. It’s low because the mattress is virtually on the floor.
Tomorrow, we will haul the mattress out again, just in case the delivery men have instructions to fit the new frame. Otherwise, we shall do it ourselves as soon as Tigger comes home from work.
Then at last, we should be able to sleep on a bed that doesn’t slope towards the middle and creak like a doomed ship every time we move.