Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

MattressOnline.co.uk Reviews

2.6 Rating 89 Reviews

38 %

of reviewers recommend MattressOnline.co.uk

Company Reviews

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

Help future customers by talking about customer service, price, delivery, returns & refunds.

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 7th March 2023

Anonymous

Anonymous // 01/01/2019

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

“Don't bother - try alternatives An online retailer, selling the products of others, is only effective if the price is competitive and the delivery is reliable. There are other retailers offering comparable prices and mattressonline failed to deliver on the day they specified and again failed to deliver on the second day within the original time frame given. In the end they extended the delivery window to 9am-6pm. When contacted to see where the mattress was they couldn't say. My advice would be to avoid the company until they can improve the reliability of delivery or work with an alternative courier.”

Posted 3 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.”

Posted 8 years ago

“My mattress was delivered 30th Dec 2015 a (La Romantica - extra firm) to aid my back issue. Mattress is rock hard, like laying on a piece of wood. Called the customer service wanting an exchange as mattress is still in wrapper, to find out we would have to send an email with our requirements then post the mattress back to them (at our cost) before they would consider an exchange. There is no collect and exchange service and what if they do not agree.....we have no mattress and they have our money!!! Do NOT buy off them. Go the old fashion route and go into a shop to 'try and buy'. Their customer service and policies are not in favour of the customer at all. I will NOT recommend them. Very disappointed”

Posted 8 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”

Posted 9 years ago

“Baught a memory foam which was guaranteed to keep its shape but after 6-7 months it had a big dip in it (I am not a large person), when I contacted them they just gave me the contact details of the manufacturer, the manufacturer were not interested at all. They already had clauses in place so that they could squirm their way out of upholding their guarantee promise. Cheap rubbish, really regret buying from here. As they say buy cheap but twice..”

Posted 3 years ago

“ordered a mattress it came on time but after putting it onto the bed we found out it was alot smaller than advertised we have emailed them twice and heard nothing back from them yet which is disappointing”

Posted 3 years ago

“I tried to return the mattress, I had tried the mattress with a mattress protector on it they would not accept the return. There excuse was it had been opened. SO you cant try the mattress which sounds stupid I have osteoarthritis and the mattress did not suit me, they would not exchange or accept return Read the small print, this is a shocking company DO NOT BUY FROM THIS COMPANY”

Posted 4 years ago

“Once I had opened the mattress plastic bag I realised that the mattress was dirty. I called the mattress on line customer services and they blamed the courier company immediately. Did not take a breath or let me finish my sentence before blaming the courier company. My guess is that the mattress was second hand and being sold as new. Smelt it and it did not have any tiny smell of new. I guess this company is dishonest but the product is good. Be careful and get photo graphs of the mattress before they send it to you. Especially if you gt your own courier company to pick it up.”

Posted 4 years ago

“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.”

Posted 4 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.”

Posted 4 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.””

Posted 4 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)”

Posted 5 years ago

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

Posted 5 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.”

Posted 5 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.”

Posted 6 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.”

Posted 6 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.”

Posted 6 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”

Posted 6 years ago

“Purchase this mattress, want to exchange it after 2 weeks which I was told I could do when I bought it. When I tried to return it, they would not exchange as the thick plastic cover that the mattress came in had been removed. I do not know how you can test a mattress for comfort with the thick plastic cover on. So in short the refund and exchange policy is worthless.”

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...”

Posted 7 years ago

«
1
2
»

MattressOnline.co.uk is rated 2.6 based on 89 reviews