It was delivered in good time on Dec. 4th. Some of the packaging was quite badly damaged, and photographed by the delivery man.
The assembly instructions turned out to be in Box 4 (of 6) so I'd opened several - and had parts to find safe space for - before I found them. The huge headboard (box 1, 26 kg) had to go out on the landing.
On starting to assemble it, I found one of the velvet side panels is slightly damaged, and yes, it's where the packaging was worst-damaged. Nothing serious: if I'd bought a reduced-price "second" it would be entirely acceptable. But this was a full-price bed. And the panel in question is in a prominent position, where it will face the door of the room. So I used the vendor's online form to report it.
I got a reply the following day, asking questions that were already answered in my original form submission (which was included in that same reply). I replied to that to say so and reconfirm. All that correspondence happened between Dec. 7th - 10th.
Having heard nothing more from them, I tried phoning on Dec 16th. By this time I've been living a full week on a construction site: the drawers and their frame occupy the normally-ample open space in my bedroom, I have to move carefully (definitely not have more than the one drink), access to the wardrobe is restricted. I find myself living with a pile of clothes on the floor of the guest bedroom 'cos I can't access the wardrobe. I explain it's not acceptable.
After Dec. 16th I still hear nothing. Yesterday (30th) I emailed again, this time saying it's unacceptable. A reply to that today just says:
We responded to you right away, please see the below and confirm all required details.
It seems we're stuck in groundhog day of that first week when I raised the issue - and indeed took some trouble to answer all the questions in their web form!
What are my rights? The bed is largely built, and I don't want to reject it and start again, but I'm beginning to wonder if that's my only option short of just accepting it (which is presumably what they're hoping). Even if I activate the procedure to claim a creditcard refund (if I'm in time for that?) I still have the problem of the bed! Given the lack of response over (now) three weeks, should I claim compensation for disruption to my home and life, and if so how?