We spent a couple of grand with the Modern Nursery on nursery furniture. The furniture was fine but the delivery was not great, and the customer services team refused to help. The real problems started, however, when we made a return (which we had to pay to do ourselves—buyer beware).

They claimed not to have received it, until we showed them it *had* been signed for. Then you claimed it had been delivered, but must have been damaged "in transit".  We asked for proof that it was received damaged, and they tried to convince us with images dated two weeks after it was delivered back to the warehouse (during the period of time they claimed they hadn't received anything…). When we pointed this out, all they said is, to quote, "I would like to assure you that our warehouse take the images of your return once it arrives back and the damage would not have been caused by the warehouse team". 

They then refused to put us in contact with someone more senior to address this. (We were told that that someone more senior would at least review the situation and we would be updated, but this never happened.)

And they ignored us our request to advise us of their formal complaint procedure.