“My Bed Wasn’t Delayed...It Entered a Different Dimension”

I don’t usually leave negative reviews. In fact, I’d rather spend my time watching paint dry, arguing with my smoke alarm at 3am, or assembling flat‑pack furniture with missing screws than writing one. Unfortunately, after my experience with Three Skulls Furniture, here we are.

It actually started brilliantly.

The welcome was warm, the conversation was easy, and I genuinely believed I’d found a company that cared about what they built. “All ideas welcome.” “Let’s talk turkey.” It felt like I was dealing with passionate craftspeople who genuinely wanted to bring my idea to life.

I ordered a bespoke Tudor cage bed, paid £625 in full, and was told it would take around three weeks.

Apparently, somewhere between taking my money and building my bed, time itself entered a different dimension.

Three weeks became four.
Four became eight.
Eight became twelve.
Twelve became seventeen.

By the end, I was convinced the bed was being hand‑carved with a teaspoon from a single oak tree that first had to be planted, watered, and lovingly raised to adulthood.

Every time a delivery date approached, another excuse appeared. Every time progress seemed to be happening, something else delayed it. I rearranged work, cancelled plans, and wasted entire days waiting at home, only for the delivery never to arrive.

And honestly, the delays weren’t even the strangest part.

Things happen. Materials run late. Workshops get busy. Most customers understand that.

The problem was how quickly the customer service changed.

Before payment, I felt like their favourite customer.
After payment, I felt like I’d somehow become public enemy number one simply for asking where my order was.

When I politely questioned what was happening, I was told:

“If you think anyone else would do it another way then by all means take your refund.”

Later I was accused of trying to extort the business and was told:

“I have never known a customer try to blackmail and manipulate as much out of a business in my entire life.”

For clarity, my outrageous act of manipulation consisted of asking where the item I’d paid for months earlier actually was.

I know.
Absolutely scandalous.

I was also treated to classics such as:

“You’re getting a bed not a knee transplant.”
“Leave me to do my job.”
“Grow up with your threats.”
“Who the hell do you think you are speaking to?”

I’ve had warmer conversations with parking tickets.

Then things somehow became even stranger.

On several occasions I was sent the addresses, delivery schedules, and order details of completely unrelated customers across Scotland. I should never have had access to that information, yet there it was sitting on my phone.

At the same time, my own phone number ended up attached to somebody else’s order, resulting in another customer receiving a phone call about my delivery.

By this point I genuinely started wondering if the bed wasn’t the only thing getting assembled in the wrong place.

After approximately 17 weeks, I finally gave up and requested a full refund.

To be fair, they accepted the refund request and confirmed by email that it would be processed within their stated refund period. They also offered me a standard Tudor bed free of charge as a goodwill gesture after I cancelled my original order.

I accepted, thinking this was their attempt to draw a line under the situation.

Reader…
We did not move on.

After the refund period elapsed, I simply asked where my £625 was.

Not compensation.
Not extra money.
Just the refund I’d already been promised.

Instead of an apology or an update, I was told they would be collecting the goodwill bed frame.

I was informed:

“You will be billed for this bed if it’s not outside come Sunday.”

I was also told they would:

“Spend all day knocking on my door.”

Just let that sink in.

Seventeen weeks to build a bed…
But apparently unlimited time available to spend all day knocking on my front door.

At that point the goodwill gesture no longer felt like goodwill.
It felt like goodwill with terms and conditions written in invisible ink.

One moment that genuinely surprised me came when I contacted Trading Standards for advice. Before I’d even finished saying the company’s name, the adviser interrupted me and said:

“Oh… we’re well aware of those guys.”

I won’t speculate on what they meant. I can only say hearing that before I’d even explained my situation did nothing to reassure me that my experience was unique.

This review isn’t about the furniture because I never actually received the bespoke Tudor cage bed I paid for.

It’s about customer service.

The difference between before payment and after payment was like dealing with two completely different companies.

Before payment, I felt valued.
After payment, I felt like an inconvenience.

Every company experiences delays.
Every company makes mistakes.

• What customers don’t expect is to be accused of extortion and blackmail for asking where an order is after months of waiting.
• They don’t expect other customers’ addresses and order information to be sent to them.
• They don’t expect their own phone number to be attached to somebody else’s account.
• They don’t expect a goodwill gesture to be threatened with collection the moment they ask where their refund is.
• And they certainly don’t expect to be told someone will spend all day knocking on their front door.

One thing I kept hearing throughout this ordeal was how exceptional the craftsmanship was supposed to be.

To be honest, after eventually seeing the standard Tudor bed that was sent as a goodwill gesture, I was left wondering where all this legendary craftsmanship had gone.

Beauty is subjective, but in my opinion the finish simply didn’t justify the reputation that had been repeatedly sold to me. There were rough edges, untidy finishing, and drill holes that looked rushed rather than carefully executed.

I’ve genuinely seen cleaner drill holes from a toddler helping their dad with a DIY project.

For a company that places such a heavy emphasis on “premium craftsmanship”, I expected something approaching perfection. Instead, I found myself thinking that the customer service wasn’t the only thing that looked rushed.

The irony is that I spent seventeen weeks waiting for what I believed would be an exceptional piece of bespoke furniture. If that’s the standard after seventeen weeks, I’d hate to see what they produce in three.

Eventually, after chasing my refund and getting nowhere, I had no option but to contact my bank and begin the chargeback process.

When I informed the company that I would be speaking to my bank if the agreed refund still hadn’t arrived, I was accused of “lying to my bank.” I was also told that all correspondence had been passed to their legal representative and that they were prepared to involve them.

Given the way the previous four months had gone, I expected another drawn‑out battle.

Instead, after I submitted the chargeback and provided my bank with the full timeline and evidence, I received a very short email from the company confirming:

“We have accepted your chargeback.”

After seventeen weeks of delays, countless excuses, accusations of extortion, blackmail and manipulation, threats to collect a goodwill bed frame, warnings that I’d be billed for it, being told someone would spend all day knocking on my door, and suggestions that legal representatives would be getting involved…

I have to admit, that final email was probably the politest response I’d received since the day I placed my order.

It’s a shame it took a bank getting involved for the conversation to become that simple.

That’s my experience. Others may have had a different one.

Unfortunately, mine was enough that I cannot recommend Three Skulls Furniture.