Reviews are essential to online shopping as they help potential customers make decisions about what to buy, so it's important that they are true and fair. We are particularly saddened by your review and would like to ensure that we fill in some of the missing facts with our reply so that potential customers are fully informed. When you reported that you had an issue with the bed we needed to clarify if the issues were due to the bed being incorrectly installed or if the parts were faulty. This is a very popular bed and we have not had issues of this nature reported before or since. We sent in our top installation technician at our cost to come and access and fix the bed. He reported that the bed had been incorrectly installed and that once he had almost entirely dismantled the bed and reinstalled it, it was as it should be. I have confirmation from you that the bed is now fixed. I understand that since that visit, there is now a problem with the nameplate coming unstuck to which a solution has been discussed today telephonically and agreed upon.