“AVOID! We Will NEVER buy from them again and will tell anyone to go elsewhere when shopping for a mattress. We went into the March, Cambridgeshire Store and the Salesman got his sell, when it came down to payment he took all our details and address and told us the total and we paid. Nothing about extra cost for delivery to a room or removal of current mattress. All he said was the Mattress may come sooner and we would get a call to arrange delivery and that we would be able to pick the day AND time. We never were able to pick a time (so that was a blatant lie) we were in fact allocated a time. Red Flag 1, Secondly he said they would deliver it and bring to our room and take the old one away. We thought that sounded good then we made our payment and walked out of the store not realising we had been bamboozled. Fast forward to today, the mattress delivery guys arrive. I was so excited to finally have my mattress delivered only to open the door and the delivery guy roughly pushes the mattress through my door but not before catching it on our door shelter, with no care at all of how he was handling a very expensive item of ours. I thought they were going to deliver it to the bedroom, hence why I'd cleared the area and cleared the way on the stairs for them but he just said bye and quickly walked off. I was a bit confused but by the time I got around the mattress in my small entryway and walked outside with my shoes on to ask why they aren't delivering it to the room, they had driven off. I called Customer Service and was connected to a 'Josh', probably the worst customer service I have experienced with the energy of someone who doesn't like his job. When he asked me about extra payment, I was in the middle of explaining we were never given that option as if we were given an awareness there was an extra charge, we would have happily paid for it! Really, who wants their brand new mattress sitting in an entryway blocking the bathroom door, front door and kitchen for hours until their partner comes home to attempt to move it? Why didn't the salesman at the March store offer this option to us? The fact I am expected to push it up a flight of stairs on my own. Josh then promptly hung the phone up on me with no attempts to call back. When I called back his colleague already knew who was calling and said Josh was on the phone with my husband after I told him Josh hung the phone up on me, he said nothing. So it appeared Josh ended the call with me in order to contact my husband without having the common decency to tell me but chose to end a call abruptly! Josh's colleague, told me they would call me back after they ended the call with my husband who was busy at work, but never got a call back from them ( no surprise there!). I later found out from my husband, that when he explained the issue, yet again with Josh, My husband pointed out as we had already spent a significant amount of money for the mattress, Josh got snappy and rude and said, "It don't matter how much you pay, gotta pay extra for that" Completely missing the fact we weren't asked in the FIRST PLACE. When my husband called back on his lunch break after deciding a formal complaint was the way forward, he spoke to a woman who as soon as he explained the issue to her and his intentions to submit a complaint, she conveniently hung up the phone on him and he had to call back multiple times. We're starting to see this is a common practice and pattern with them to hang up the phone when a customer is attempting to submit a complaint about poor service. To sum it up, Mattressman after sales/ customer service is a joke. We will never shop with them again and will be posting our experience on multiple platforms of social media so others are forewarned so that they can shop elsewhere.”
“My Wooden bed frame arrived with the box opened, which I ignored and I shouldn’t have because looking inside the box it was missing the hardware kit containing all the screws to fix it together! 8 days later I’m still waiting for it, apparently it was sent second class after my complaint so I guess it’s not a priority to them! I’m tired of looking at this pile of wood taking up space in my flat and ready to return it now! This never happens with legit companies like IKEA or Argos. I wish I never took a chance and stuck to what I was familiar with! I would never recommend this company to anyone!”
“Restopaedic king size 850mattres after one week both side a have sunk down , it also looks uneven , will be getting rid of it at the local dump , soon, and will buy a better made mattress, very disappointed”
“The worst customer experience I’ve ever experienced from any company.
Delivery still not arrived over two weeks past it’s delivery day. 4 customer service representative lied and didn’t follow through with their promise to call me back.
In future I’ll be buying from a more reputable company.”
“Order turned up with parts missing and one box badly damaged. This is on a £4000 garden furniture order. The missing parts were fairly quickly sorted, but the damaged part took over two months, in which time communication was abysmal. Promised compensation and got nothing. Will never use again and have recently spent nearly £2000 on a new bed and mattress from somewhere else. Enjoy never having my custom again MM.”
“Paid extra for delivery to room service but they forgot to instruct the delivery men to do so. Rang up to tell them about it and ask for a refund on the service they never provided. They just won't. How AWFUL. What a SCAM. AVOID AT ALL COST.”
“Mattress completely unusable after 4 months sent inspector to test it from home serve it failed every test then I am told the slats are to wide apart this info was not made knowledgeable prior to purchase we have waited a month to get this far with my disabled wife sleeping on the floor and they now say it’s my fault for something I was unaware of and will not honour any warranty or return basically this company has no care for clients has totally no ethics and are interested in just grabbing your money I’m disgusted people like this can still trade in this day and age hope they sleep well at night because we Dnt”
“Received damaged item resulting in serious glass injury. Was told to clean up the glass risking further injury and return the blood soaked item along with glass and blood soaked packaging for resale.
No apology for the injury.
Currently going through glass injury claim.
“I wouldn't expect you to go through the contents of the box at this point if you feel this is unsafe, this was simply a request our Managers made initially, but obviously if you don't wish to do this then we completely understand.”
Managers asking me to risk being exposed to someone else’s blood and glass 😂
Be cautious ordering from here they resell blood contaminated items. Check reviews on review centre we have uploaded images.
Edit: we were told they would process a refund and to dispose of the item. We have a recording of this. They stated to dispose of it and it wouldn’t need to be sent back. They later left us a voicemail asking for it to be returned so they could resell it.
We do not want to risk anyone coming into contact with blood. They expressed no concern for us and even audibly sighed when we stated we didn’t want a replacement as it would be packaged the same. They only want to resell blood contaminated items.
We have a recording of them telling us they would process a refund and for us to dispose of the item. We also have a recording of them later asking us to return it so they could resell it.”
“Received smashed item which caused injury. Company told me to continue cleaning out the glass, remove the blood and return the item for a refund. Wtf.”
“Awful service. Happy enough with the product but their customer service gets a most improve rating. To add insult to injury I left a genuine poor review on trustpilot detailing what happened and they have claimed it is not genuine. Poor show trust pilot for believing them.”
“Ordered ottoman bed a divan turned up had my other bed collected that day bed turned up at 9 15pm so didn't put bed up slept on mattress that night on the floor next day contacted shoo told me to put divan up and would Order the ottoman bed again next delivery no headboard was told fits both no it doesn't had to order another headboard so 3 deliveries and two pick ups got the bed and still got headboard lost 3 days off work due to the poor service”
“I bought a dressing table from Mattressman and upon assembling discovered it was faulty. The drawers don't open and close properly, and there are numbers printed all over the unit. It was £181. I wasn't expecting excellence for that money, but I was expecting it to work and to not look like a factory reject. I reported the issue and was told I couldn't have a refund because 14 days had passed, and that I should have assembled and checked it sooner. I explained I gave birth the week it arrived and that's why it was assembled later. They didn't care, nor did they apologise for the terrible quality. We had a few back and forth emails. When I reminded them of my consumer rights, they decided to ignore me. I never heard from them again. I initiated a credit card charge back and I was successful - but I felt it my duty to leave this review so others in a similar position don't let them get away with it.”
“Ordered a mattress and paid £45 for delivery up to bedroom and removal of old mattress. Be aware that the delivery is purely to the bedroom. No packaging is removed, so you cannot check the mattress. Also they do not put the mattress on the bed. It was leant against a wall. My wife asked the 2 delivery men if they could remove the packaging and put the mattress on the bed as it was too heavy for her to do herself. They couldn’t speak English so did not understand the request. They just left the mattress and drove off. I contacted customer service and spoke to Emily, who was as helpful as the delivery guys! She said it was not her problem and to phone Panther. I assume that is the delivery company they use. A waste of £45 and will definitely not use the company again. Only put a 1 star review because 0 was unavailable. I did say to Emily that I would rather resolve the issues over the phone, but she said she wasn’t worried about me posting a bad review. Customer service at its finest! Well done Mattressman.”
“Appalling.
Placed an order in March for confirmed June delivery. The moment the payment received, delivery date in June delayed by a week, not a problem. However, no updates that order delivery date revised to August, found this out by phone. Received verbal assurances delivery would be middle of August, revised to end if August, two further delays in September, now end of October.
During numerous phone calls, I was told ship due into Felixstowe.
Lost my patience.
Quite simply dont waste your time or money by placing orders with this company.”
“Absolute and utter disgrace. Ordered a bed frame and mattress. First two delivery dates cancelled. On third occasion, bearing in mind I had to keep getting time off work, only the bed frame arrived. Customer service were absolutely hopeless. 65p a minute to ring their 0844 number. Constantly put on hold and having the buck passed. I was asked if three boxes arrived. Yes, three boxes did arrive containing wooden components of the bed frame. They had the nerve to suggest the mattress may be rolled up in one of them!!! I'd already opened them and told them that. Then they went away to do further investigation.
AVOID AVOID AVOID!”
