My experience with Sloomy has been extremely disappointing from start to finish.
The bed ordered via Debenhams for my vulnerable mother-in-law, who suffers from COPD and has limited mobility following a stroke, failed to arrive on the scheduled delivery date with no communication, update, or explanation. We had spent the day preparing for the delivery, including removing her existing bed, only to be left without any bed at all when the delivery failed to turn up.
As a result, she was forced to spend the night sleeping on a sofa, causing significant discomfort and distress given her medical conditions. Despite the seriousness of the situation, there was little acknowledgment of the impact this had.
When the bed finally arrived the following day, we discovered that the headboard could not be assembled because the required fittings were either missing or defective. What should have been a straightforward resolution turned into a frustrating and prolonged process.
Attempts to obtain support have been met with slow responses, with Debenhams and sloomy passignbuck between each other, repeated requests for the same information, and a complete lack of ownership of the issue. We have been repeatedly asked to wait for escalations that never seem to happen, provide photographs multiple times, and start the process over with different agents who appear unaware of previous correspondence.
Most concerning has been the apparent lack of urgency despite it being made clear that the customer affected is vulnerable. The combination of a missed delivery, poor communication, an incomplete product, lengthy delays in customer service responses, and failure to resolve the problem promptly has left us with very little confidence in Sloomy's customer care.
Overall, this experience has been stressful, frustrating, and wholly unacceptable. I would not expect a vulnerable customer to be treated in this manner, and I hope significant improvements are made to both delivery reliability and after-sales support.
