Do NOT buy from Tommy Swiss
I received my bed and it was damaged which was not surprising. How the bed was packaged includes all the heavy metal packaged into the back of the headboard. There was numerous rips at the back of the headboard and a noticeably rip in the fabric of the headboard. There is simply too much weight going through a structure that is not strong enough to hold that weight and is a way to cheap out on packaging. After promptly asking for a replacement bed sent out I received an email from tommy swiss saying that it would take 1-2 weeks to return my damaged bed and have a new replacement bed sent out due to delays with covid. This timing was fine with me but was a complete misrepresentation to the truth. I asked to get the process started immediately and things went downhill from this point. It took them over 1 week to even get the paperwork to get the couriers to pick up the bed. The couriers did not come on the scheduled day of pick up and I needed to negotiate with the couriers about an alternative pick up day as tommy swiss did not respond to my emails. It finally got picked up almost 2 weeks after I asked to get the process started. It was returned back to tommy swiss within 4 days. Whilst I waited to here about my bed coming out I waited for over 2 weeks....still no email about my new bed coming back. I then emailed tommy swiss to please update me. Instead of sending out a new bed they then refunded me my money for the bed....not what I wanted nor what we had organised which was…
Apologies for the overall experience you have had with us. Whilst we feel like this is not the usual experience for a customer when purchasing from our website, we will definitely look into this further to see what has happened and try to improve every aspect of your feedback. I can see that a FULL REFUND has been issued to you prior to you leaving this review which perhaps is not the ideal resolution you would have hoped. I am glad you were able to procure a bed elsewhere, and once again sorry for your experience. Thanks for taking the time to leave this review and giving us a go.
Kind regards, Matthew | Customer Service Manager