“NEVER NEVER NEVER because I had been sent to you about collecting the bed and the mattress. Why do you always give me more silly questions that are childish? I am having a worse illness because of profound deafness, Benign Tremor, orthostatic Tremor, breathlessness, and still wobbly when walking around. I cannot go to the kitchen, because of my rollator and liftstair.
You always IGNORE my words. I will tell 2 friends will take it to the Council Waste Dept. I am not very happy with you because I have waited over 2 months now.
Unkind regards,
Donnie Matthews”
Hi Donnie,
Thank you for taking the time to leave a review and I'm really sorry to hear your experience had gone this wrong. I am the person you've been communicating with and I feel we might have had a big misunderstanding? When you purchased your Levitex mattress on the 8th of November, you did not purchase any recycling service.
As you then got in touch and let me know the staff delivering the bed frame were rude and did not want to take your old mattress and bedframe away, I explained the misunderstanding and that they were delivery drivers who do not pick up mattresses for recycling, and sent you a custom invoice to purchase mattress recycling. You paid a £75 fee for both the bed frame pick up and the recycling of your old mattress, which went ahead fine as I understand it?
You then got in touch to return your new mattress and bedframe about a month later. I actually even allowed you to return your bed frame - normally, bed frame orders can only be cancelled within 14 days of purchase and there's a £50 returns fee to cover the cost of the very large (volumetrically) postage, which I did not charge you.
However, you never booked in your second lot of recycling. Our recycling partner had sent you a text the day this was booked in for you to choose your recycling day. I explained that they'd get in touch to arrange the collection. Unless you respond to this text, they do not pick the day for you, you have to pick the day yourself. This is for our customers' convenience.
As you haven't actually returned anything, we haven't processed a refund. Please do get in touch with us if you need the text to be re-sent and I will arrange this for you.
I hope this explains what has happened and please be assured that we have not ignored you and I'm very sorry you feel this way. I have reached out to you twice since you requested a return to check on the status of the pick up, and I have not heard from you. Please do get in touch with us at hello@levitex.co.uk or respond to any of my emails and we'll pick it up from there.
Kind regards,
Olivia
Hi Simon,
Thank you for taking the time to leave a review and I'm sorry to hear of your experience. Please do get in touch and let us know what was the primary sleep issue you were looking to solve and we'll be able to assist further
Kind regards
Olivia
Hi Martin,
Thank you for taking the time to leave a review and I'm sorry to hear! We're always more than happy to help with advice, tips or exchanges if you're struggling to get used to the pillow, when given the chance. In the UK, exchanges and returns are free within the 44 night trial.
Kind regards
Hi Michael,
Thank you for taking the time to leave a review and giving us a try. We'd love to help - if you pop us a message at hello@levitex.co.uk, we'd be delighted to send through tips on how to get the most out of your pillow through optimising your sleep posture and hopefully helping your neck.
Kind regards,
Olivia
Hi,
Thank you for taking the time to leave a review and i'm really sorry to hear! I'm not sure what improvement you were looking for with the pillow, but whichever it is, we'd be delighted to help if you wish to provide some more details. Please do get in touch with us at hello@levitex.co.uk
Kind regards,
Olivia
Hi Elaine,
thank you for taking the time to leave a review and I'm sorry to hear the pillow is too low. We are happy to exchange or accept a return of your pillow within your 44 night trial period if you're within the UK, so if you believe you need a bigger size, please just get in touch with us at hello@levitex.co.uk and we will be happy to assist.
Kind regards
Hi,
Thank you for taking the time to leave a review and I'm really sorry to hear this has been your experience! If you're not getting on with the pillow, more often than not it will be that you either have the wrong size or your sleeping position needs a tweak. Please do get in touch at hello@levitex.co.uk as we're always here to help!
Kind regards
Oliwia
Hi Pawel,
Thank you for taking the time to leave a review. We'd love to know what to improve on to earn a higher ranking from you, as we pride ourselves on our customer service. If you could be so kind as to send your feedback to hello@levitex.co.uk, we'd really appreciate it!
Hi Dave,
Thank you for taking the time to leave a review and I'm sorry to hear about your experience. We'd love to help advise on how to optimise your sleeping position in order to reduce snoring (it's a two-fold approach with the pillow and the sleeping position). Please just give us a shout at hello@levitex.co.uk
Hi Adrian,
Thank you for taking the time to leave a review and I'm sorry to hear about your experience. We'd love to help as our mission is to genuinely improve your sleep posture, and if you're not getting on with the pillow there's normally a reason. Please just give us a shout at hello@levitex.co.uk
“Not for me… I’ve used several posture type pillows over the years so have some experience. I know they smell for a while, I know they take time to get used to…
After many weeks the smell is still too strong despite being aired.
I find it too sort in length for side sleeping and it’s very small in my normal sized pillow cases.
It actually makes my head and neck uncomfortable and slightly achey (I’m prone to migraines and cluster headaches so after a couple of weeks of having to swap the pillow out mid-night I stopped using the pillow due to the discomfort)”
Hi Peter,
Thank you for taking the time to leave the review. Delivery has been attempted three times, and I believe the team is now assisting you in redirecting the parcel to the correct address.
Hi James, I'm really sorry to hear you haven't used the pillow. The smell is unfortunately typical of foam products, but if you're particularly sensitive to it, washing the outer pillow cover and airing the pillow out for a couple of days helps.
You are of course free to return the pillow too - please just get in touch with our team at enquiries@levitexfoams.com to arrange this.
Kind regards
Olivia
Hi Venice,
Thank you for your review and I'm sorry to hear about your experience with the pillow. At the height and size you've ordered, it's unlikely the pillow would be too big, so it may be a matter of your sleeping position. We care about helping you optimise your sleep posture most of all, so I am determined to sort this out for you. I will email you with further details.
Kind regards
Olivia
“Your pillow is like resting your head on a brick. Your CEO wrote to ask how I was enjoying my new pillow. I explained I was very disappointed. He did not reply. So I wrote again, and was ignored again.
If you write me a smug note, and I respond and you ignore me twice. What am I meant to think.
Does anyone in your company care?”
Hi James,
I apologise for missing your emails - I've just found them in my junk folder and got back to you immediately. I'm committed to sorting this out for you and hope to speak to you soon.
Take care,
James
“Sorry not for me. I had a headache when sleeping on the pillow. Swooped original for thinner version but the same happened. Like sleeping on a rock very uncomfortable. Company excellent in dealing with retuning pillow. Awaiting refund.”
Hi Jennifer,
Thank you for taking the time to leave a review. I'm afraid it sounds like you're definitely on the wrong size of the pillow, and so it didn't really stand a chance to help with snoring nor improve your sleep posture in any meaningful way.
I will email regarding setting up a sleep consultation so that we can help sort this out.
Kind regards,
Olivia
