“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)”
“No-one answers the phone or emails...the option to dial customer services doesn't work and there's no voicemail available...my bed should have arrived today...took day off work and got put old bed taken down and disposed as was expecting the delivery...looks like I'll be sleeping on the floor for the indefinite future...just read some reviews im hoping this isn't a fake company with fake paid positive reviews!”
“Avoid this company! I have had the worst ever experience. I ordered a bed. Never showed, wouldn’t answer customer services for days. When they finally did they gave me so many different reasons. I cancelled my order and asked for a refund. They said they had processed it but no money returned! 3 days later I got a phone call directly from the provider saying the bed will arrive tmrw! Still no refund still no answer at customer services!! I don’t know where my money is but they don’t even respond to complaints!!!”
“Ordered a silent night king size mattress. It. did arrive on the correct day left outside with no phone call or knock on the door. Managed to get it upstairs unpacked it only to find it is a cheap sealed mattress. After reading the reviews on line and a phone call I think I am in for a long battle battle to get my money back. How can a firm in these times keep going with such poor service if I had read the reviews I would not have wasted my time and money avoid mattress man at all costs.”
“Never trust a company that won't pick up the phone! Stay away. I purchased a bed and was delivered damaged in multiple places. Parts were replaced and then realised that there was another part of the bed that was faulty. They would not discuss the matter with us. No one would answer the phone and took weeks to get back to us. It felt like they were deliberately delaying the process and then told us we were outside of the 14 day returns policy. Lesson learnt for me. I will never purchase a product from a company that won't answer the phone again. One of the worst customer experiences I have ever had. It's clear where their morals lie. Rather support a local company that values your business!”
“The WORST company I have ever dealt with. The bed was first delivered missing a box, and then once the box came (over a week later, with no emails or calls from customer service, just me chasing, plus false information given about delivery), it was missing all fixtures and fitttings. I was told they would be provided by next day delivery - that was over 10 days ago - and still nothing - no updates, no call backs, no emails - no real apologies. I am dreading trying to get a refund - DO NOT USE THIS COMPANY - awful awful awful”
“Shocking!!! Bed broke on day 2 whilst I was asleep, the 2 middle support legs snapped from under the bed even tho it was on cardboard for a 'nonslip' surface until I could buy a nice rug! Thankfully I hadn't bought the rug to match the bed in advance as it is not the advertised color! Refusing to refund or send replacement legs without charge! It was the Clover bed! AVOID AVOID AVOID”
“Ordered a bed when it was delivered a part broken, replacement part also broken.
Bed was return, still awaiting refund. After numerous emails still no refund or correspondence.
Shoddy products even worse customer service. AVOID.”
“This company have taken £99 out of my 80yr old mother's account but not delivered the goods. Wont answer email. Won't answer the phone and online content comes up with an error.”
“No bed after 4 weeks. Called customer service today . Woman was rude and had no customer service skills at all. She couldn't wait to get me off the phone . No apology , no care. !”
“Ordered garden sofa set back in May ,next day told it was damaged so can't send it ,asked me if there was anything else I liked instead, told them no .2 months later they finally told me it was on a order arriving 7 August.....never arrived or existed, asked for my deposit back ,3 weeks later still not got and can't get hold of anyone to chase it up ...absolute joke of a company, pls avoid”
“Ordered a mattress should of been next day delivery never came 3 days i had of work for this they said they couldn't deliver it because the traffic and then it was because the gate was locked which is a load of bull dont lock the gate through the day so asked for a refund lets see if we get that will never order of this company again i would give it no stars if i could”
“Recently ordered a double divan base, and within two months the drawers have started to come apart. Very poor quality make, very disappointing especially after having issues with a mattress from the same company, less than a year old and the springs going, only to be told there’s nothing wrong with it! Will never shop there again.”
“Please be careful when ordering with this company- order delayed, came in two parts rather than one with the second arriving a week later. Part of the wardrobe is wrong so it is part built in the spare room looking awful and the worst part is despite continual promises of a callback/resolution it never comes and phones don’t get answered despite numerous attempts - would not order again from this company”
