MattressOnline.co.uk Reviews

Name: MattressOnline.co.uk
Rating: 2.51

2.5 Rating 93 Reviews

37 %

of reviewers recommend MattressOnline.co.uk

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Phone:

01709 780881

Location:

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

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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

“Wish I had read these reviews before ordering. What Ignacio Guerra Fernandez says below is spot-on...and mirrors my problem exactly. Their 14 day guarantee is worthless. They have just relieved me of £423 I cannot afford. The only good thing about them is that they have two very pleasant delivery men from Leeds. I am gutted...pity they cannot call the Fraud Squad in.”

Helpful Report

Posted 5 years ago

“Mattress delivered soiled and out of shape. Only realised once unwrapped so it seems I’m stuck with it. The delivery team also kindly left black oily marks all over my carpet, their ignorance was shocking. Never again.”

Helpful Report

Posted 5 years ago

“Sad experience, CAREFUL!!! Buy it somewhere else! I recently ordered a mattress form MattressOnline, after received at home I was not happy with the quality of the brand, so I decided to refund the item. Obviously it was an intense few days of talks with Customer Services until I understood that there is nothing to do a part from give up. I had no rights nor customer protection to say no to what I got just because it was opened. Shame that I was not aware of the rights that I deny when buying from MatressOnline. Their policy doesn’t allow you to test/try the mattress, from the very first moment the mattress is opened they got strongly attached to their policy where explicitly deny refunds of opened mattresses. It could sound as common sense but when buying a mattress online you should be protected for the DSR “distance selling regulations” but as I experience on my own shoes the DSR are overridden by the MattressOnline greed. More over, is good to know, if you buy mattress from many other stores, they usually provide you with 15, 20 or up to 40 days of trial before to decide if you should keep or return the mattress. Please, if you still considering to buy from MattressOnline make sure you have read and understand the following terms and conditions under their refunds policy: 9.1. MattressOnline.co.uk Ltd will refund the purchase price of the goods or services within 14 days of receiving and checking the goods are as new and complete - less any transport costs. 9.3. Unfortunately, we cannot authorise refunds or exchanges on any products that have been unpacked or slept on. (simply un-packed they would deny the refund) 9.4. To accept an item for return we must be notified in writing within 14 days of delivery. The item must be then returned to us as soon as possible. (increasing the complexity of the refund process clearly doesn’t help with the customer rights) 9.7. Where possible, MattressOnline.co.uk Ltd will liaise with the manufacturer with regards to an exchange - it is the sole discretion of the manufacturer to offer an exchange if this circumstance should arise. (In case of you manage to comply with the points above: they offload the responsibility on the manufacturer) 9.10. Exchanges, where applicable, will incur additional costs (bear in mind they are based in Rotherham. If you need to send back from London you are looking at £200+ of refund delivery costs) Worth to mention the conditions as per customer services where they inform of: “Returns department is open Monday to Friday, 930am - 5.30pm. The return should be planned within these times.””

Helpful Report

Posted 5 years ago

“I have emailed, I have called, but looks like the email address I have is invalid. I ordered a headboard 13th July was given a confirmation number, that was it, no follow up email confirming delivery. After a week I emailed to say please cancel, 10 days later I got a call saying it was being delivered and I explained I had cancelled, the man apologised and said to refund me. Almost a month later phone calls and emails that don’t send I’ve still not got my money back. Why is it taking so long?”

Helpful Report

Posted 5 years ago

“Dreadful service. Keep away. Mattresses are better being bought directly from a store where the consumer can test the comfort tangibly. A harsh lesson learnt from me, never to buy a mattress online ever again. It appears that either the description of the mattress is incorrect, or the incorrect item was sent out. To test the mattress I took the packaging off, it was dirty, to confirm firmness. For this reason they turned me away. If you want to test a mattress, then wipe the dirt of the polythene and lie it. Never again will I do business with an online mattress retailer.”

Helpful Report

Posted 5 years ago

“Bought a premium (very expensive) mattress. Delivery all fine. Just before delivery guys left, they removed the mattress plastic wrap and the room began to stink of cigarette smoke, I foolishly thought the smell was from the guys but, weeks later and despite much airing, my mattress still pongs. Really regret buying from mattressonline.”

Helpful Report

Posted 6 years ago

“I am a landlord that needs mattresses at fairly short notice. Not for the first time has this company failed to deliver on the date promised causing me to have to source a mattress from elsewhere. Having cancelled my order, some three weeks later I am still chasing them to get my money back. From a customer service perspective this lot are about as bad as it gets. Avoid.”

Helpful Report

Posted 6 years ago

“Ordered a single Silent Night Bunk Bed Mattress. The mattress arrived next day, as expected, but it was not the item pictured on the site. Due to this I rejected the item on delivery. Followed were numerous phone calls with them patronisingly claiming it was the same mattress but with a different cover and that they had a line hidden on their site that said this. They then admitted it was old stock but they wouldn't replace it with the new stock they had and then finally telling me that if I didn't want it they would still charge me £42 for delivery (30% of the value of the mattress!). They couldn't understand that I was expecting the same mattress as the 4-5 pictures showed on their website and how misleading that is! Shockingly bad customer service. After chasing for weeks I was finally given a partial refund and am now having to go through my bank for the rest.”

Helpful Report

Posted 6 years ago

“I bought a mattress (12/02/2019) and did not like the firmness. Did not open it and did not use it. Asked for a refund I was told to pay for the return (understandable), however I was also told for pay for the initial deliver (£42 - extra) what?? initial delivery was actually stated as ''free'' I felt deceived and this could be against consumer law ''Consumer Contracts Regulations 2013 The trader must reimburse any payment for delivery received from the consumer, unless the consumer expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by the trader'' NO EXCUSE MATTRESSONLINE !!!!!”

Helpful Report

Posted 6 years ago

“Was told the mattress would be delivered to room of my choice, but they left it in my hallway and said this wasn't the case, I checked as soon as they left and confirmed it was in fact meant to be delivered to room of my choice, rang the company and they said they'd send someone out the next day to move it upstairs... waited in all day and no one has come. Now I am stuck with a superking mattress in my hallway. I rang the company and was told someone would cal me back, never happened.”

Helpful Report

Posted 6 years ago

“Worst experience! I got mattress delivered on 11-Jan-2019, and started using since then. After sleeping single night, I felt worse back pain. Next day, my son (5 years old) couldn't sleep and woke up at midnight with his back pain. I gave it more days to get used to with it, but nothing changed even after 20 days. After emailing customer care, they responded within a minute saying they do not allow refund/exchange once the mattress is open and used and sent me the T&C clause number 9.3 (which I did not receive in email when I paid for it)....gggrrrr! I paid more than £300 but now got caught in their faulty products..stay away! (DONT FALL IN THEIR LUCRATIVE SALES OR OFFERS)”

Helpful Report

Posted 6 years ago

“After 18 months with a £300 guest bed built for adults my 5 year old sons bed collapsed with him in it. Instead of replacing it they said it was out of warranty (surely beds last longer than 18 months) and pointed me to the manufacturer saying that for £120 the manufacturer would give me a new headboard! No apology ..would avoid.”

Helpful Report

Posted 6 years ago

“AVOID AVOID AVOID! Shocking service! Ordered a mattress and had delivery date confirmed. On the day of delivery the driver phoned to say he was 30-45 minutes away. 5 minutes after he was due I got an email saying there was a load error and I would be contacted to reschedule delivery. 2 days later I’d heard nothing so called mattressonline, someone called me back and delivery was scheduled for 2 days later. Nothing! I phoned and asked for a refund and was told it would be processed in 24-48 hours. Checked my account and guess what...nothing! I got back on the phone and now I have my refund.”

Helpful Report

Posted 6 years ago

“Poor customer experience, not recommended if you're looking for a company which has good customer service.”

Helpful Report

Posted 6 years ago

“Delivery great but wouldn't know the quality of the product as rather than taking to my room of choice they left a superking size mattress in my hallway - evidently think that I and my 70 year old mother can lift it upstairs myself!!! Angry is an understatement as they say they will take to room of choice and they haven't even been bothered to respond to my complaint”

Helpful Report

Posted 6 years ago

“Appalling service, delivery dates are not adhered too, no contact to advise and no product delivered!”

Helpful Report

Posted 6 years ago

“BEWARE! This company are conning and very unprofessional. I payed for a mattress that cost me £280 and received ampules amount of emails ans texts giving me delivery confirmation. On the day of the delivery I received a text giving me a window period of the time for delivery. I'm a busy working man so I'm thinking great iv taken time of work to wait in for this delivery to only find out at the last minute I get a text from the company saying your delivery will not turn up today. I called mattress online and complained they numerous lay kept putting the phone down and didn't take the matter serious. The manager actually laughed she found it funny then finally when I did get a refund they tried refunding me for £240 ripping me off for £40 to top things up. Very incompetent behaviour from this company do not use pay the extra and buy from a reputable company.”

Helpful Report

Posted 6 years ago

“Rotten to the core. Driver never knocked on the door left a message saying he'd come back after the weekend. Left me with a mattress downstairs which I couldn't get back upstairs to sleep. When i called Mattressonline and said I wasn't satisfied they were rude and tried to charged me 42 pounds shipping on a refund. Avoid this lot they are totally unprofessional even goto sworn at vy driver and MatressOnline rep. Complete joke”

Helpful Report

Posted 6 years ago

“Very bad experience , won't recommend to anyone , and they delivery company "Panther group" don't know what they doing. I receive at least 10 emails, plus same amount of text messages that my mattress is on the way please be at home , than next day receive text 1 hour before delivery should be on the doors, that delivery is cancelled for (every day new reasons) they didn't receive my parcel or van broke down or parcel in wrong depot , and every time I had to call them to rebook my delivery , customer service every time promise me that they have my parcel with them and definitely will be delivered next day, but like I said every day new story. They delay to deliver my parcel for 5 days. I made second call to mattress online and find out what is going on and I'we been told that delivery won't come for at least next 2-3 working days + weekend... so I just cancelled my order and hoping to get my money back . Online they advertising " FREE NEXT DAY DELIVERY " I don't understand how??? If you anyway decide to place an order with this company please be aware that this kind of things can happen to you .”

Helpful Report

Posted 6 years ago

“What A bad Service From Mattressonline.co.uk, I bought a mattress which supposed to be delivered in 5 days,Mattressonline.co.uk send me an email after 4 days we got yours stuff and we will deliver from Tuesday to any day but the earliest day is Tuesday I send Mattressonline.co.uk an email for Tuesday as I work I have to wait for the delivery and took a day Off as no one else were Home,I call Mattressonline.co.uk to confirm the order for Tuesday delivery for what Mattressonline.co.uk agreed I also have the email confirmation,Monday I got the text that earliest day is Wednesday I call Mattressonline.co.uk and discuss the matter so they agreed that they will do it Tuesday Mattressonline.co.uk confirm by text and also by email,By the evening Mattressonline.co.uk give me slot for delivery 11:20 to 13:20 while I was at home waiting for delivery I got the text that "We are sorry yours mattress online Order delivery cant be done today as there is an issue with the vehicle ,we will call to rebook, I call them and lady on the phone she said I told you that we cant deliver tomorrow and today we had the capacity Issue,So she lie to me when I call first,she lie to me when she book for Tuesday and Mattressonline.co.uk lie to me when Mattressonline.co.uk text me that vehicle have some Issue,Apart of apology they have nothing to say and at the end of the day I lost my day sitting at home waiting for delivery and in regard order is cancelling rather then to sort this issue”

Helpful Report

Posted 6 years ago

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