Mattressonline.co.uk

T

T2FFN

Senior member
 East Yorkshire
:thumbsdown: :thumbsdown: :thumbsdown:

Having just bought a new superking bed, I was looking for a new mattress. This company turned up on Google with high TrustPilot overall score and the prices looked reasonable, however when I wanted to return the (unopened) mattress as it wouldn't negotiate our straircase, the nature of an online business and poor customer service came out...

This company is a cheap and penny pinching company that will do everything to cost you more when buying from them. Their website claims delivery is free but actually in the terms and conditions if you cancel your order they deduct a delivery charge (cost £35+vat). If you want to return an item, they suggest for you to "find your own courier" as they can't help with their own returns. I can assure you not many couriers want to move a superking mattress, so I hired my own van as their warehouse is only an hour away. (cost £60)

The refund will then have a 'handling fee' deducted of up to 3.5%.

Speaking to the 'customer service' team is comical but expected from such a low rent company that think "crap" is a swear word when used to describe their policies and service. Wish I'd read reviews about them before buying from them, I expected better based on the 'Trust Pilot' overall score and "next day free delivery".

So if you buy from them and want to swap the mattress for any reason, expect it to cost you £100+ in fees and transport costs.
Avoid.
Avoid.
Avoid.
:thumbsdown: :thumbsdown: :thumbsdown:
 
+1 for that, we bought a bed, mattress and quilt from them. What a comical carry on.

The first delivery was on time, and consisted of just the mattress. We kept that.

The next delivery was 2 days later and consisted of the quilt and two side rails for the bed. We refused to accept.

A week (and many phone calls) later, the final delivery arrived with the whole of the bed. (No quilt)

We still don't have the quilt - during a phone call the customer service rep 'fessed up and said, "Quite honestly you should opt for a refund, because there's no guarantee you'll ever get the quilt".

So we did. ¯\_(ツ)_/¯
 
Actually not alone so I fully empathise.

We purchased a Benson Beds set up for a guest room and all on a great deal. They said if we didn't like the mattress it was simple and free to change.

Me arse it was.

Had to have it it for a month to prove we honoured the sleep promise guarantee (even though it's a gust bed and ocassional use)
Then send photos to prove it was clean and of the original packing (we kept it :)
Now the rub. The offer was no longer available so surprisingly the mattress we wanted (which was originally the same price just differnet structure) was now £800 not £400 when we saw it and ours was only refunded at the discounted price offered.
Waited a month for the new mattress to be delivered
Cost us all in £400 and a month of waiting for what was to be a 'free' exchange...

Comical
 
I imported my mattress from mainland Europe (Denmark) as they don't sell twin - independent moving mattresses in the size I needed in the UK for some reason. Much more straight forward to deal with them then many local UK companies.
 
pvr said:
I imported my mattress from mainland Europe (Denmark) as they don't sell twin - independent moving mattresses in the size I needed in the UK for some reason. Much more straight forward to deal with them then many local UK companies.
Click to expand...
We had ours custom made by Somnus - great service but, like yours, I think this is at the other end of the price scale from the OPs purchase
 
Indeed, it is a 'cheaper' mattress as its a foam one that arrives vacuum shrunk and rolled. As per my post, its impossible to get a regular superking mattress up a spiral staircase of my 3 story townhouse. (I'd imagine a double is the limit)

Its more than sufficient, and as its a 5 firmness rating, very supportive too.
 
T2FFN said:
:thumbsdown: :thumbsdown: :thumbsdown:

Having just bought a new superking bed, I was looking for a new mattress. This company turned up on Google with high TrustPilot overall score and the prices looked reasonable, however when I wanted to return the (unopened) mattress as it wouldn't negotiate our straircase, the nature of an online business and poor customer service came out...

This company is a cheap and penny pinching company that will do everything to cost you more when buying from them. Their website claims delivery is free but actually in the terms and conditions if you cancel your order they deduct a delivery charge (cost £35+vat). If you want to return an item, they suggest for you to "find your own courier" as they can't help with their own returns. I can assure you not many couriers want to move a superking mattress, so I hired my own van as their warehouse is only an hour away. (cost £60)

The refund will then have a 'handling fee' deducted of up to 3.5%.

Speaking to the 'customer service' team is comical but expected from such a low rent company that think "crap" is a swear word when used to describe their policies and service. Wish I'd read reviews about them before buying from them, I expected better based on the 'Trust Pilot' overall score and "next day free delivery".

So if you buy from them and want to swap the mattress for any reason, expect it to cost you £100+ in fees and transport costs.
Avoid.
Avoid.
Avoid.
:thumbsdown: :thumbsdown: :thumbsdown:
Click to expand...
I work in online furniture sales...

They cannot by law charge you for delivery to your end or the re stocking fee, the full price you paid must be refunded under the distance selling regulations. Argue that either them and if you get nowhere then on to the card company for a section 75 claim.

Unfortunately collection/delivery back to them is another thing all together. They don't have to do it and I know why they won't do it and it's quite simple... A lot of couriers are now refusing to honour damage in transit claims for returns collected from customers. so picking an item back up the risk is completely on them whereas if you arrange delivery back to them it is at your risk.

For customer returns on large items we now mostly pick it up next time we have a van passing so as to ensure it comes back in one piece.
 
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