MattressOnline.co.uk Reviews

Name: MattressOnline.co.uk
Rating: 2.51

2.5 Rating 93 Reviews

37 %

of reviewers recommend MattressOnline.co.uk

Company Reviews

Questions

Metrics

Visit Website

Phone:

01709 780881

Location:

Units 6-9 Alexandra Centre, Rail Mill Way, Rotherham United Kingdom
S62 6JE

Write Your review

Tell us how MattressOnline.co.uk made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

MattressOnline.co.uk 1 star review on 9th June 2024

Salisbury

MattressOnline.co.uk 1 star review on 7th March 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service, I received the mattress that is so soft you can actually feel the sprungs and they don't have a good policy to return and don't do any exchange and they can't really advise as they said on the website, I regret buying from them and don't recommend to anyone.”

Helpful Report

Posted 6 years ago

“Delivery did not arrive on first stated day then failed to arrive the next day - still awaiting confirmation of my refund and no sign of money back - do not use this company - there are many more reliable on-line”

Helpful Report

Posted 6 years ago

“I ordered a mattress - and it never turned up. I spent all day waiting for the delivery guy, only to have an email sent to me that delivery had been unsuccessful - nobody in the house heard or saw the supposed delivery guy, despite there being 6 people keeping an eye out. The courier service wouldn't pick up the phone, and hasn't responded to my emails. When I contacted MattressOnline, i got told I would have to return the mattress myself, in order to get a refund. The astute among you may see the issue with this.”

Helpful Report

Posted 7 years ago

“Very poor... Customer service is very poor. If you want to replace the mattress you need to replace with your own cost. It is really very bad idea to go through online... Very bitter experience”

Helpful Report

Posted 7 years ago

“Nasty company”

Helpful Report

Posted 7 years ago

“TERRIBLE , REALLY TERRIBLE JUST DON'T DO IT !!!!!!!!!1 AVOID AT ALL COST BECAUSE THIS COMPANY WILL THIEVE EVERY PENNY OUT OF YOU ,AVOID !!!!!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“Beware the offer of two man delivery to any room of your choice. The drivers refused to carry my mattress up the stairs despite the fact there is a mattress of the same size on my bed so I know it is possible (I did it myself with a friend last time and I'm much older than the delivery drivers!) I too have now been charged £42 for the pleasure of none delivery that is not my fault.”

Helpful Report

Posted 7 years ago

“Bought a mattress when delivered it was shorter length/width.email them they said send us photograph with measurement tape which I did than they said they gonna have a word with manufacturers.after waiting a week no reply email them again than they asked for photo again send them second time.they keep saying it's a right size even pictures clearly shows but they not replacing it. It seems like I stuck with smaller mattress even paid for proper size mattress.wont recommend it to anyone.”

Helpful Report

Posted 7 years ago

“I wish I had checked the posts on this website before palcing an order with this company as I can see from other reviews that this company is very hit or miss. I was expecting a delivery from mattressonline which basically turned into a fiasco. The performance and attitude of the delivery company they used, Panther Logistics, was terrible. Essentially I missed the first delivery because their driver turned up early and unannounced.They then they called me to arrange delivery later in the afternoon and never bothered to show up. I contacted matress online to cancel, but they insisted on charging me for "transport costs". Totally hard-handed customer services, not focused on customer satisfaction at all - they were quick to hide behind their T+Cs which states "If the goods have left our premises, transport charges will be incurred. The customer is responsible for all transport costs, it is the responsibility of the customer to return the goods using their own transport to the address at the bottom of this page. Please note: our transport charges start from £35 + VAT"...what this essentially tries to do is absolve mattressonline of any responsibility for any incompetence on the part of delivery company which essentially leaves the customer exposed in the event of a problem and having to pay the price. This company would clearly rather hide behind their T+Cs and have the customer pay the penalty for poor service, than take the matter up with the incompetent delivery company they have employed. I've reported mattressonline to my credit card company - only way to deal with these people. A day off work wasted, and probably out of pocket too. Steer clear in my opinion.”

Helpful Report

Posted 7 years ago

“Customer service abysmal. Delivery is £19.99 but to return a mattress unopened as the drivers couldnt get it up the stairs they charge £42!!! Upon contact they wont answer questions and send contadicting emails. Dont buy”

Helpful Report

Posted 7 years ago

“The Company is incapable to organise a delivery ( bear in mind never had a delivery failed at home ), the carrier and the customer representatives had no idea on how to correspond in order to fulfil delivery. We have been given wrong information multiple times and lied over the phone, even the Manager Chelsea was incapable to provide one correct response. At the end they returned the Mattress back to Warehouse and charged us for the shipping fees, that is a first time in life to be charged for someone else incompetence. Obviously, never again...”

Helpful Report

Posted 8 years ago

“Worst Customer Service Experience Ever. They delivered a damaged mattress and after a long drawn out affair they replaced it with another damaged mattress. Now they are not responding to emails and I am left with having to look at taking a small claims action against them to resolve this. If something goes wrong mattressonline are just not interested in providing any positive form of customer care, just read the other negative reviews of this company if you need convincing! In the meantime an update will be posted online everyday on Twitter by @viiolethoney until this is resolved, we're now on day 30 on 29 May 2016.”

Helpful Report

Posted 9 years ago

“AVOID THIS COMPANY Having placed an order and heard nothing from them for a number of days, I decided to cancel. They want to charge me £21 to cancel for "credit card fees" despite not even having the mattress in stock yet! So they have taken the money for nothing and now want to charge me for the right to get it back again. Terrible service.”

Helpful Report

Posted 9 years ago

“DO NOT BUY From this company. Their customer service is shocking, and there is no after sales care. I purchased a mattress costing £509.95, and needed to reorganise delivery dates. I was told this was ok - product didn't arrive on the second agreed delivery date. I was informed the product was lost. I had to call the company 4 times on the delivery date, I was hung up on once, and was spoken to very rudely, and was informed it was the delivery companies fault. I asked for a refund - I am still waiting. The company insists I will incur a charge, but refuses to clarify how much - they keep referring me to their terms of sales section, which doesnt give a direct figure. I am left with no product and no money. They even said this was all my own fault! Buy from a reputable company.”

Helpful Report

Posted 9 years ago

“Avoid this company at any cost. I ordered a Breasley mattress for £259 and was told it will be delivered on monday , took a day off work and mattress never arrived on that day , so phoned them up on tuesday and they said it will be delivered on wednesday , so I had to take another day off as they said it could be any time between 7am to 7pm . The mattress arrived on that day , when I opened it I noticed that it had a big hole on the back of it , the packaging was intact and as the mattress was rolled up in a bag it suggested that the damage was not due to transport, so I phoned them up straight away and sent some photos of the damage area and they said they will get back to me , then they said they are waiting to hear from the manufacturers so it can be repaired under warranty , I protested that I did not deal with the manufacturers and this is a matter between mattressonline and manufacturers . several emails was sent between us with no result , then I decided to take a closer look at the mattress and noticed that this is not even the mattress I had ordered , they had sent me one of their own brand mattress ( I ordered a Breasley and I received a Mattressonline brand) . Checked their web site and , the mattress they had sent me was advertised for £199 , £60 cheaper than the one I ordered . So I had to take more photos of the mattress and send it to them , they said they will exchange it for me , by this time I had had enough and asked for a refund and told them with appalling level of customer services I do not want to buy any thing from them . they refused to refund my money until they collect the wrong and damaged mattress first , which meant that I had to take another day off work , three weeks is gone since the problem started , the mattress is supposed to be picked up tomorrow and I had to put this heavy mattress in a bag and bring it downstairs . by dealing with a bigoted customer service person in that company the inconvenience and stress it caused me is indescribable , I intend to put a claim through the county court for loss of earning and all what I went through , so please avoid this company who seems to be run by a bunch of cowboys”

Helpful Report

Posted 10 years ago

“Ordered a mattress from this company they offered a next day delivery but I paid £17.50 for a Saturday delivery this did not happen and then when I cancelled the order was charged £42.50 will never use them again. Customer service was very poor.”

Helpful Report

Posted 11 years ago

MattressOnline.co.uk is rated 2.5 based on 93 reviews