Lewis Malmesbury delivered the wrong spec bed and then stalled for weeks

I’m extremely disappointed with the service from Lewis Store Malmesbury.

On 25 November 2025, I went into the store to buy a double bed and specifically requested a bed that can handle 120kg per person. I paid for the bed and was told it would be delivered the same day.

The next day, the store called to say they didn’t have the exact bed in stock, but offered an alternative brand and assured me it had the same specifications. I accepted this based on their advice.

However, about 3 weeks later, I discovered the bed delivered is not the same spec at all. The bed I received has a maximum weight of 70kg per person, which is completely different to what I requested and paid for (120kg per person).

I contacted the store and spoke to the branch manager, Dino Petersen. He checked with the sales assistant who helped me and confirmed that I did request the 120kg-per-person spec. After that, I spent two weeks calling almost daily, and he repeatedly promised to call me back — but no call-backs came. Instead, I kept getting excuses: waiting for the area manager, then saying they need to check with the bed company sales rep about an exchange and what would happen to the incorrectly delivered bed.

To be clear: this is not the bed company’s fault — the issue is that Lewis delivered a bed with incorrect specifications after assuring me it matched what I ordered**.

To make matters worse, during one call I overheard the manager speaking to staff (it sounded like he thought the call was muted), reprimanding them for “doing their own thing” and saying he ends up dealing with angry customers and doesn’t know what to say to me now.

What I want:

1. Immediate exchange for the correct double bed that supports 120kg per person, OR a full refund 2. Collection of the incorrect bed at no cost to me. 3. A written confirmation of the resolution and timeline.

Based on the lack of accountability and poor communication, I cannot recommend this branch.