Appalling communication – children left without a bed

We ordered and paid for a double bed from HiFi Corp, with delivery confirmed for 12 February. We arranged for someone to stay at home all day to receive it.

Five days later, there is still no bed, and the communication has been shockingly poor.

Despite: - an SMS from the delivery company confirming delivery (which never happened),

- three phone calls to customer service,

- multiple emails,

- and repeated attempts to navigate an extremely confusing WhatsApp system,

- we were told that “the delivery company will contact you when they are on their way”. No tracking, no updates, no accountability.

Only four days after the missed delivery date did we receive an email informing us that HiFi Corp is still awaiting stock from the supplier, and asking whether we are “willing to wait”. This should have been communicated before a delivery date was confirmed.

In the meantime, the children have been left without a bed to sleep in, while we waited at home for a delivery that never came.

To make matters worse:

- There appears to be no complaints line or complaints email address.

- When a refund was mentioned, we were told it would take 7–10 working days, which is unacceptable given the circumstances.

- Requests for escalation details have gone unanswered.

This experience shows a complete lack of communication, customer care, and basic empathy. Selling items that are not in stock, missing confirmed delivery dates, and leaving families in this position is unacceptable.

I would strongly caution others against ordering large items from HiFi Corp unless they are prepared for delays, silence, and no clear complaints process.