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MattressOnline.co.uk Reviews

2.6 Rating 89 Reviews

38 %

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 7th March 2023

Anonymous

Anonymous // 01/01/2019

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

“I bought 2 mattresses, as one wasn't suitable I requested a return. My back was hurting after using it, and I was in a lot of pain, so in that sense the mattress was completely not suitable for me, and actually causing suffering. I have been informed that I need to organise my own transport in order to return the item. I have emailed back stating that because I am buying online I have additional rights to return them. This is because my decision may be based on a brief description or a photograph – so what I receive isn't always quite what you’d expected. They agreed with me and I understood that they will refund the delivery cost, but it later transpired that they were talking about their delivery cost not mine delivery to their depot. Intentionally misleading. I paid £77 for the delivery on top of the original £700 for the mattresses. And they robbed me of the return delivery cost. Avoid at all costs!!!!”

Posted 3 weeks ago

“Ordered a new mattress from MattressOnline. It arrived quickly and everything went smoothly. However, within a few nights of sleeping on it, my partner and I were covered in bed bug bites. I was completely shocked at this, as I have never had trouble with bed bugs previously. I told the company immediately, but they refused to take the mattress back, saying I would have to pay a courier to return it early. I switched back to my old mattress and lo and behold, no more bed bug bites. Extremely disappointed in the lack of accountability taken by this company, who are refusing to accept any responsibility for selling me a mattress that came with bed bugs. Also, customers should be aware that most of the mattresses this company sells are available much cheaper elsewhere, so buyers please take time to do your research, and also don't get trapped by their 60-night trial like I did! (You have to keep the mattress for 30 nights, even if it doesn't suit you or if, as in my case, it's infested with bed bugs).”

Posted 6 months ago

“Terrible company, I paid 390 for qhat was supposed to be a firm mattress, they sent me what feels like a bag of springs that get stuck im your body. They are asking me to pay half of what the mattress is worth in order to return it. Do mot buy from them”

Posted 1 year ago

“They take your money but don't actually deliver the mattress. They send details of when to be in waiting for it but then cancel the delivery without telling you. That's happened to me twice now for the same order. Absolute shambles.”

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

Posted 1 year ago

“DO NOT buy from them unless you want them to hold £100 of your money if you return the mattress! Even if you do not want to purchase anything, the £100 is held for life.....so Lisa said! how stupid. Customer Services do not care what you say or how you feel, they have received your money, so that's that! Absolutely pathetic.”

Posted 1 year ago

“When is a bargain not a bargain? When it's buying a Simba Hybrid mattress from Mattress Online. You get a 60 day sleep trial rather than Simba's widely advertised 200 day trial. So when the Simba doesn't live up to the hype you are left with a useless £600+ mattress and no sympathy from this company. And Simba won't want to know either.”

Posted 1 year ago

“Made a big mistake by not spending a little more and getting a Simba/Emma/similar who offer returns for a year. If you are like us and you buy a mattress that's expensive but turns out to be unbearably uncomfortable and has varying density levels, you aren't getting anything back from these guys. They put in a huge amount of effort to block returns rather than offer exchanges to honest customers. Avoid avoid avoid, back problems galore here and trying to get our money back through our credit card company now”

Posted 2 years ago

“Avoid buying from them. We received faulty product then paid double for exchange for another extra firm mattress. It is not extra firm. Misleading information on their website. They don’t give refund and not taking any liability for their product description. AVOID IT!”

Posted 3 years ago

“Mattress was supposed to be delivered 7pm-9pm. Received an email from the delivery company advising of a delay of 2 & a half hours. Waited up until 12.30am for the delivery. Had already cleared the bedroom, so had to sleep on the sofa. Reece iced an email this morning advising delivery had been made this morning at 7.30am? No delivery. Called mattress on line and talked to Becky in customer services. I hope that call WAS recorded. No apology. She rang the delivery company whilst I was on the line. The driver had delivered to an address at 22.56pm last night? To an address with a black car on the drive. I explained I live rurally, with no cars outside etc. and asked her to explain the email claiming a 7.30am delivery? She said the driver knew after 10pm was too late to deliver, so had not made that delivery. I said someone was definitely lying, to which she replied it was the fault of the delivery company! I made it quite clear that her company had the contract with the delivery company and as a customer, I wasn't interested in lies. She said the best they could do was deliver to me tomorrow! When I questioned why, apparently my mattress was now back in the depot in Bristol! Of course it wasn't, what she was offering was a next day delivery of another mattress. Don't lie Becky, take a course in customer services and offer sincere apologies to your customers and explain you will do all you can to get another mattress out the very next day. When I asked to speak to a manager, she said I'd have to fill out an online form. No thank you. I'll have a full refund. And so.......I will now be paying the extra money to purchase my mattress from one of 2 well known companies. Either JLewis, or The other one beginning with D. Buying cheap=cheap service all around.”

Posted 3 years ago

“I bought a memory foam and pocket sprung mattress and within a year it had sagged horribly and was making us roll together. I complained to mattress uk as the mattress was guarenteed for 5 years and I never even got an answer from them. Fed up, I took the mattress to the dump and bought another mattress from a shop.”

Posted 3 years ago

“It's so UNBELIEVABLY BAD the service this online store (not) provide! It's been 6 weeks since I made a purchase and I want to reinforce that I only made it because it was NEXT DAY DELIVERY!! It`s so unbelievably disrespectful to a consumer such lies! What they, clearly, don't understand is that reselling good quality products is not the only concern an online store must have as their real "product" is their SERVICE! AND IT'S VERY POOR! And apologies are irrelevant in face of those facts as this is not a personal relationship! MAT675457”

Posted 3 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

“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

“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

“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?”

Posted 4 years ago

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