£2,938 for Mismatched Parts and Broken Promises
Order Value: £2,938 (two beds and a mattress)
Promised Delivery: 2 weeks
Actual Delivery: 6 weeks
Current Status: Incomplete, incorrect, and unusable
I write this review so that no one else has to endure what I have. Please read this in full before you place an order.
The Delivery Experience:
A two-week delivery promise extended to six weeks with no credible explanation. Messages mostly ignored. Phone calls have gone unanswered after they took my money. Empty promises of imminent delivery that never materialised. Multiple weekends sacrificed waiting at home for nothing.
This has dragged on through December, the time of year when families are at their busiest. Instead of preparing for the holidays, I have spent weeks chasing a company that cannot fulfil a basic order. The stress this has caused during what should be a joyful time has been immense. We are now at Christmas without a usable bed.
What Was Actually Delivered:
The main issues relate to the Emperor bed. I ordered an Emperor bed with an Emperor mattress. What arrived was an Emperor headboard (200cm) paired with a Super King divan base (184cm). That is not a minor discrepancy. They sent the wrong size divan entirely. These components physically cannot be assembled together. This is not a manufacturing defect; this is sending the wrong product.
It looks nothing like the photos on their website. The divan base does not match the headboard. It isn't just a size problem. The fabric colours of the headboard and divan base visibly do not match. To complete the disaster, the 200cm x 200cm Emperor mattress was never delivered at all. Just missing.
The delivery team could not assemble the bed because the parts do not fit together. They looked as confused as I was frustrated. I paid £2,938 and have been left with a pile of mismatched furniture sitting in my home that I cannot use.
Attempts to Resolve:
Photographs and video evidence submitted. Detailed written complaint sent. Full refund or rectification requested. Response received: absolutely nothing. The same poor customer service I experienced for six weeks while waiting for delivery has continued now that I am trying to resolve their mistakes. Calls and texts continue to go ignored.
Why You Should Not Order From This Company:
If they cannot deliver within the timeframe they quote, cannot answer messages or calls, cannot send the correct size products, cannot include all the components, cannot deliver the mattress at all, and cannot respond properly when it all goes wrong — what confidence can you have that your order will be any different?
If you are looking for a stress-free purchase and wish to work with professionals who take responsibility for their mistakes, forget it. This company is not that.
Conclusion:
There are many reputable bed companies in the UK who will deliver what they promise, when they promise it, and respond professionally if something goes wrong. Luxury Bed Online is not one of them. Do not gamble your money or your time on this company. I did, and I deeply regret it.
I will amend this review if the company takes meaningful steps to resolve these issues. Until then, my advice is simple: do not order from this company.
If this review is still here, assume they have not.
