I purchased a few beds from them as well a while ago. European sales are handled through FS Hampshire and my experience has been exemplary.

I think it largely depends on the property in charge of the sale, in your case the Beverly Wilshire (which sadly says it all). My last experience at the Beverly Wilshire has been catastrophic, so I am not entirely surprised they cannot deliver a satisfying bed sale, when they cannot even get their operation in order.

I am hopeful things might get better and if I were you, I would contact the very capable Peter Humig, who has been promoted to RVP and GM, now based at the Beverly Wilshire, taking over from Ben Trodd, who is now heading sales.