A woman was left with a "bad taste in her mouth" after a battle with B&M over a £150 egg chair.
Kelly Gayle, from Mossley Hill decided to treat herself to a chair at the start of July after working some extra hours. The 45-year-old, who usually shops in store, said she decided to order online as the shop had a sale on, and it would be easier for it to be delivered to her home.
Once at the checkout on the website she noticed the cost of delivery was £34.99, adding it was "way more" than she expected. She went ahead with the purchase as it was easier than figuring out a way to get the chair home herself.
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Kelly, who now lives in Manchester, said: "When the driver came to the door he was in quite a rush and said he thought he heard something drop in the van. We went and checked and I asked him 'is everything in this box' and he said 'yes' so he left.
"Later when I started to put the chair together I realised three bolts where missing. It was the bolts for the base and the bit that hangs meaning I couldn't put it up and it's just in a box in my living room."
Kelly emailed B&M about the missing bolts from her parcel and received a reply one day later to ask for her order number and address. After a week, Kelly tried to get in touch again and didn't receive a response.
She told The ECHO : "I must have emailed them about eight times and tried to call 15 times. Their customer service number rings for over an hour then cuts you off.
"I went into the shop to see if they could help and they said online and the stores are completely separate and they couldn't help me. I even tried contacting my bank because I paid by direct debit. I then looked at TrustPilot for B&M and realised this is happening to a lot of other people. This has really stressed me out and put a bad taste in my mouth.
"It's disgusting and needs investigating and reporting to others. Everyone goes to B&M and you just wouldn't expect it to be like this just because it's a delivery."
After The ECHO contacted B&M for a comment on Kelly's case, the company emailed the 45-year-old to say they would be sending the bolts to her and apologised for the delay in replying.
A spokesperson from B&M said: "We’re sorry to hear Kelly had issues with her order. We can confirm that the replacement bolts have been sent to her as a resolution."
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