![]() You don’t spend £1300 on a new bed to have it treated with such little care during delivery. The delivery partner in this case is really doing the Premier Inn Bed brand a disservice. The delivery partner’s earliest slot to collect the damaged bed was 13 days away but thankfully, the Premier Inn team were able to bring that forward to the next day and we received our refund 3 days later. We were so fed up by this point, we opted to have the bed collected and receive a refund. Whilst they offered to replace the bed, it was unfortunate that it would have taken a further 2 weeks for the replacement to arrive and it’d be delivered by the same company. They were ever so polite and apologetic for the issues. They just left without saying anything! I can’t really fault the customer service from the Premier Inn/Silentnight team. To our horror, our brand new mattress had a blood stain on it as did the divan base (which hadn’t been put together properly.) Our assumption is that one of the delivery agents cut themselves whilst removing the packaging and carried on handling the bed. They left around 15 minutes later, without stopping to give us chance to have a look at the bed. Our understanding was this was included as part of the service so they agreed to put it together. The same delivery agents attended with the base and asked us if they should just leave it or if they should put it together for us. They’d found the divan and scheduled delivery for the following day. ![]() 48 hours later, the delivery partner called. (I don’t understand why they didn’t call prior and change the delivery date until they located the whole order.) There wasn’t much care and attention for our property during the delivery, some minor damage was caused to our wall as the mattress was dragged up the stairs as the delivery agents complained how big and heavy it was. When the delivery agents arrived, they brought the mattress in and said we’d have to wait for someone to call us as they couldn’t find the divan base in the warehouse. On ordering, we received a delivery slot for 2 weeks’ time. Unfortunately, it was one issue after another. We were looking forward to receiving our Premier Inn bed – my mum had ordered one last year and was really happy with it so we’d also decided to order one.
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