“Based on my recent experience I would not recommend ordering from mattressman. I ordered a bed for my daughters birthday and received no receipt or email of confirmation. It took them ages to deliver to me, only to open it straight after delivery i saw torn fabric on the side panel. The boxes looked worn and torn soon as they were delivered to me anyway so I wasn't happy about this immediately. I messaged mattressman straight away and was told a replacement part would be sent. They were unclear about when but days later I was told it was be on a Tuesday or Wednesday and that courier is probably held up but anyway nothing came. It took me endless amounts of chasing up only through messaging system as phones lines were dead since lockdown period so I was even more frustrated because communication was unclear. In the end after over 3 weeks later I managed to speak to someone who told me the replacement part will come end of June or July. So I got the replacement part eventually and upon delivery I noticed the box was torn and as I lifted the bed panel to my horror it was torn at the fabric YET AGAIN..... I was so angry and very disappointed indeed the second time and they don't seem to care about helping you once they've delivered damaged goods to you time and time again. DONT WASTE YOUR TIME AND MONEY.”
“Based on my recent experience I would not recommend ordering from mattressman. I ordered a bed for my daughters birthday and received no receipt or email of confirmation. It took them ages to deliver to me, only to open it straight after delivery i saw torn fabric on the side panel. The boxes looked worn and torn soon as they were delivered to me anyway so I wasn't happy about this immediately. I messaged mattressman straight away and was told a replacement part would be sent. They were unclear about when but days later I was told it was be on a Tuesday or Wednesday and that courier is probably held up but anyway nothing came. It took me endless amounts of chasing up only through messaging system as phones lines were dead since lockdown period so I was even more frustrated because communication was unclear. In the end after over 3 weeks later I managed to speak to someone who told me the replacement part will come end of June or July. So I got the replacement part eventually and upon delivery I noticed the box was torn and as I lifted the bed panel to my horror it was torn at the fabric YET AGAIN..... I was so angry and very disappointed indeed the second time and they don't seem to care about helping you once they've delivered damaged goods to you time and time again. DONT WASTE YOUR TIME AND MONEY.”
“Horrendous! Ordered a nice white cabin bed with trundle and drawers. Arrived fast so I was impressed! Unboxed everything, no instructions so I went onto chat and they were emailed to me, fantastic!
I then realised half of the hardware was missing! So unable to build the main cabin bed, no screws etc.
Get back on to them, hard work getting them to understand. I was asked to send a photo of the instructions showing the missing kit to the same chap that sent me the instructions, it was quite simple! (Cabin bed hardware missing). This then couldn’t be sorted until the Monday! Monday I chase this up, multiple messages etc. “We reply immediately “ is on their chat umm not when you have a problem. Over a week later I am told the suppliers have broken a box down and posted the hardware. Now I stressed multiple times what hardware! So what arrives!!! The trundle hardware which I have!!! Back through the same process again!! Now into week two! Oh they will break another box and get it posted Tuesday!! This was last Tuesday! Still no parts so into the 3rd week! Now if anyone had common sense they would of collected this bed and delivered a new one which had been checked prior to despatch but instead you’ve people who don’t know their head from their backsides so will now have two faulty beds left in the suppliers makes no sense!
Also put it this way if you have children with special needs that need preparing for things don’t use this company! Because it’s shocking!!!”
“Terrible customer service!
They refused delivery to home and dropped items on streeet. The bed was over 600£ and then they were deducting delivery charge.
Enjoy the charge, I guess a failing business like yours has only charge fees rather than an actual sales!”
“They received my order 6 weeks ago however it was not in stock. Gave no updates and blamed the lockdown. When I called they were hostile and offensive. I cancelled the order however they have not refunded to the cost. Disgusting company”
“Awful customer care from Mattressman, they want my Mum who is in her 80 's to pay £95 for them to visit her to check the mattress but if they decide its OK she won't get the money back! Decision made already I feel and a jolly good way to get money for nothing. 😠”
“Terrible service of trying to resolve damaged goods on delivery, still unresolved six months later. Emails are ignored repeatedly from customer services, then if you get an emil answer from them the lady is normally out of office. Leave multiple emails with no response. Birlea themselves have tried to help me by contacting Mattressman but still not resolved, buy elsewhere its not worth the risk.”
“Ordered a wardrobe, when delivered and unpacked found some parts that had been drilled wrong so was unable to assemble, managed to through to there customer services after about an hour on the phone, they told me to send images of the faulty parts which I did, heard nothing for about a week, had another call asking me for some more images? this I did the same day, no contact from them, it is now 3 weeks since delivery, rang them again only to be told the person dealing with my concern was out of the office and would ring me the next day, nothing, so rang them again by this time I had had enough so asked for a full refund, which they agreed to, to my surprise , I then asked when would they be picking up the faulty unit, they replied we will ring you to arrange a date within the next couple of days again no call but a driver turned up 3 days later to collect said wardrobe. Full refund has been credited to my visa card and even now no contact from there customer services to find out if the item had been collected and refund had gone through. This companies customer services dept are so bad I wonder how they survive.”
“Ordered a mattress we were unable to get upstairs. Rang the company, but unable to get through. Sent 2 emails to state I needed to return. No contact from them after 1 week. What a shambles! Now going to complain.”
“AN ABSOLUTE SHAMBLES OF A COMPANY!
Quick to take your money and an inability to deliver. Supposedly next day delivery and I am now waiting OVER A WEEK with 3 MISSED DELIVERY PROMISES. No response from several of my emails to customer services, hardly anyone picks up the phone.
RIDICULOUS - I'd advise you check the multiple companies that easily math their prices and have a reputation to deliver.
I am about a hair's breadth from contacting the OMBUDSMAN service and they hardly seem to care.
AS A BRITISH COMPANY YOU SHOULD BE ASHAMED OF THIS TYPE OF UNDERTAKING - OR LACK OF IT!”
“ordered a silent night premier 2600 pocket sprung mattress, took 21 days to deliver and after 2 months it was buggered , I was told it was natural slumpping , what a load of rubbish”
“Ordered a window blanket box seat. Informed I would receive it in 22nd October, never arrived, neither did it arrive 23rd. On 24th van arrived, paperwork but no order! Contacted them and neither them or dhl knew where it was. Promised to send another. Hadn’t received on 30th so cancelled and informed my credit card company to stop this payment. It arrived on 1 November but by this time I’d ordered elsewhere. I’ve asked them via email to collect it but after numerous calls, engaged and ringing out all the time, I have still not heard from them. If you are lucky enough to get through to sales, as only option you have of a pick up, they say someone from customer services will contact you but they never do
Don’t know what to do now as have this cancelled order and can’t contact anyone.
Would not recommend buying anything from them.”
“If I could give this a zero I would, it doesn’t deserve a 1 rating! Delivery never showed up and no communication that order had been cancelled. 2 months waiting time is outrageous! Stay well clear from this company!!!”
“Customer service what’s that you can’t get in touch with anyone & when you finally talk to someone . Thy can’t help wait for customer service. What a joke this company is. No reply to emails week later still no reply from customer service. Never never buy from this company”
“Customer service are a joke ordered headboard & it was damaged . Been ringin & ringing only to be told someone will get back to you. Will never order from here again”
“DO NOT MAKE ANY PURCHASE WITH THIS COMPANY!! They are con merchants with horrendous customer service! Ordered a bed frame a week ago, it arrived with no fixings, to our horror we hadn’t noticed until we had taken our previous bed down. Attempted to contact the company on the weekend and the customer support team were not available yet the sales team would have been happy to make more dodgy sales. Finally got through to customer support and they claimed they would rectify. Customer support then emailed saying that they cannot send fixings for at least a week, but refuse to compensate in any way even though they are aware we are sleeping without a bed. Waiting a call from a manager but I highly doubt they will contact, never I have I ever dealt with a less professional company. Literally get better service from the fragrance people that hide in toilets of dingy nightclubs. Honestly I cannot stress enough, take your money elsewhere. Don’t fall victim to their outrageous customer support and care. Disgusting.”
“Appalling customer service from start to finish ... resulting in me taking time off work AND paying for a £100 ferry to be at the place of delivery, only for them to tell me the delivery would be a week later than they'd said! They'd had my order 8 days already ... and they'd called me 3 times to arrange a timed delivery slot too! I would NEVER touch these people again and would recommend everyone to avoid them. You are merely a number to them and will be treated like another one of the 'herd'. If your order not 'tick-box easy', you will be dealt with by ill-advised, untrained, non-responsive staff!”
“If you receive a defective mattress, and want to complain, you shall be ignored and never answered. So don't bother buying from them in the first place and save yourself the hassle.”
