“So, where to start. First mattress- damaged, we waited for replacement, replaced mattress- damaged, with the hole in the mattress. My husband called to customer support and guy literally laughed at him. They promised to called us back in 2 hours, waited all day and nothing. Worse experience ever! Not recommend.”
“Do not use this company!
Waited 7 weeks to receive a broken bed, literally falling to pieces! Took 2 months for them to say a replacement is coming, it was supposed to be delivered today by 6pm, it's 8pm and I haven't heard a thing. The worst customer experience imaginable!
Terrible quality, terrible service, terrible delivery!”
“AVOID!!
I ODERED A BED FRAME IN FEBRUARY. IT WAS SUPPOSED TO BE DELIVERED EARLY MARCH. ON THE DELIVERY DAY, NO DELIVERY NO CALL, NOTHING. MULTIPLE DATES FOR DELIVERY GIVEN (CALLED THEM ABOUT 30 TIMES - NOONE WOULD ANSWER MOST OF THE TIME) BED ARRIVED 3 MONTHS LATER.
I RECEIVED BED FRAME PARTS ALTHOUGH THEY HAVE 2 DIFFERENT COLOURS AND THE PART WHICH HAS ACTUALLY GOT THE RIGHT COLOUR IS DAMAGED.”
“Appalling company. I placed an order and was advised of a delivery date. Date came and went with no contact so I called them and was advised of a new expected date. I then received an email telling me to click to arrange delivery. I did this and a delivery fee had been added despite it being free delivery. Emailed the company twice and no response. Called them and finally delivery was arranged. Item arrived faulty so emailed immediately and phoned them but nothing has been progressed about a refund and this is weeks ago. Have called several more times and told someone will call me and again no response so I have no refund and a faulty item. Not impressed.”
“Woeful service
I ordered a mattress and bedframe. I ordered from Mattressman because they offered the option of the removal of my old divan and mattress. I ticked this option, and paid the £25 extra.
The mattress arrived on Wednesday. The delivery guy knew nothing about a bedframe. He took away the old mattress, and said that whoever delivered the bedframe would also take away the old divan base.
I rang Mattressman. Was told that the bedframe would be delivered on Friday, but no, they could give no indication as to time. No explanation as to why the mattress and bedframe were arriving on different days.
I waited in on Friday, and a delivery driver from a different company arrived with a bedframe. However, he knew nothing about removal of the old bedframe. It wasn't on his list.
Another call to Mattressman. No, this delivery man couldn't take away the old bedframe. He waited patiently while I tried to find out what had gone wrong and how it could be remedied. All Mattressman could suggest was that another company come out to collect the bedframe at a further cost of £45. They suggested that it 'might be cheaper' if I asked the local council to remove it.
Nothing about this transaction has been even close to competent or user-friendly. I have rejected the bedframe. I wouldn't advise anyone to deal with this company.”
“The whole order of the bed and headboard was a disaster from start to finish, customer service is awful. You can’t get of hold of anyone and when you finally get through you get broken promises”
“It was very difficult to get through to Mattressman's customer service when there was a problem with my order. It took over 50 calls across 4-5 days (unfortunately not an exaggeration), and multiple emails with no meaningful responses. The wrong bed was delivered, causing a great deal of hassle to get it switched due to difficulty contacting customer services. There were also technical issues with the website leading to a problem with my order.”
“Terrible experience, no customer service. I have now been waiting for a bed for over a month. When it was dispatched at the beginning of April, only one box (out of two) was delivered. Despite constant phone calls (when I can actually get through, most of the time the line is either busy or I get disconnected) nobody has any idea what is going on. I've been told three or four different things by different people - either DX has lost it, then DX had found it, then actually DX hadn't found it and were still looking for it. The agents are clueless and can't do anything. Please, please - AVOID.”
“Bought in September worst mattress ever worst company we have ever dealt with don't answer emails or phone calls and when they did the chap said he would pass onto customer services and we still haven't heard anything
now they won't even answer our phone calls they must have blocked our phone number even the delivery look dodgy plain white van young bloke put it in the hall couldn't wait to get away quick enough”
“Absolutely appalling!!! When I ordered the bed a delivery date of beginning of April was given now I can not get in touch with them. No answer via phone or email. DO NOT use!”
“We moved into our new house last year bought a new bed from else where and bought a new mattress from mattressman of Colchester. Have no complaints about service or delivery, our main issue is that after just 2months the mattress had caved in on both my side and my husbands side, we’re not overly heavy people and feel that it should have kept its shape a lot longer than it did, we paid nearly £700 for this mattress and are extremely disappointed. We didn’t complain as I couldn’t find the receipt and I dare say we would have been fobbed off, my reason for complaining now is I want to share my experience of these poor quality mattresses so someone else can benefit from our mistake of buying from the mattressman!”
“Paid for was supposed to be delivered over a week ago still not received keep calling and emailing no response at all just saying get customer service to deal with it I don't think customer service exists only answer the phone on sales department absolutely a crock of s--t”
“Ordered. Paid for. Not delivered. No answer to emails or phone calls. I have been robbed. Should have read reviews before I dealt with these cowboys.”
“Very poor quality bed frame. Customer service refusing to refund, claiming damage is intentional. The bed collapsed due to poor quality wood used.Bed frame only 6 months old and used by my 9 year daughter. AVOID using this firm.”
“I want to keep this review shortish and helpful because it has the potential to be a long story.
I ordered my teenage son a double divan "British Bed Company" base to go with a Nectar double mattress we had just bought for him.
The base eventually arrived (after12 weeks, twice as long as originally stated, due to Covid) 3 weeks later, after normal everyday use he felt uncomfortable on it and we found there was a dip on the top across both halves, near to the edge. I pulled out the drawer and could see that the wood frame had broken. After immediately complaining, sending photos of the damage and chasing for a response I was firmly told that they had never come across a bed base breaking on both sides like this and basically it was our fault. We were told this could only have happened from considerable force. So no refund or replacement. They would offer 20% off a new bed!!! And I would also be left to pay to dispose of the broken base
I felt I had no option but to Tweet about how unfair this was. This got shared by a small number of friends, one shared it to a friend who writes for "Which?" Magazine and they subsequently emailed Mattress Man.
The following day I was offered a replacement base as a kind gesture and not because of any admittance of fault with the quality of the product or upholding of consumer rights.
Mattressman do have many good reviews and happy customers but if you want to buy from a company with a good customer service response, who protects your rights as a consumer, then you might wish to think again. When buying a divan bed base I would recommend taking a look at the structure inside (take a drawer out) I was really surprised by the flimsy structure of this one. Yes they do probably meet manufacturing standards but budget end beds, like this one, will only meet the minimum standards required to keep production costs low.
I estimate the replacement will last 1-2 years if we are lucky. I wouldn't be surprised if we find ourselves in the same position within a month. I won't chance buying from them again or feel confident in recommending them.
I was incredibly fortunate to get a replacement. I don't believe it happens often and in our case was due to using social media to call out unfair treatment and having an expert in consumer rights on our side. I think the lighter side of this for me was being asked to "call off The Mob" on social media (the mob was 6 friends who are a mix of teachers and Librarians) plus my "journalist friend" (a friend of a friend I met on Twitter in response to my Tweets)”
