MattressOnline.co.uk Reviews

Name: MattressOnline.co.uk
Rating: 2.54

2.5 Rating 91 Reviews

37 %

of reviewers recommend MattressOnline.co.uk

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01709 780881

Location:

Units 6-9 Alexandra Centre, Rail Mill Way, Rotherham United Kingdom
S62 6JE

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MattressOnline.co.uk 1 star review on 9th June 2024

Salisbury

MattressOnline.co.uk 1 star review on 7th March 2023

Anonymous

Anonymous // 01/01/2019

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“We purchased a Hypnos mattress trusting the brand. Mattress has dips where we lay even though we are both fit people and we have been rotating and flipping the mattress on a WEEKLY BASIS. CS is now fobbing off the fault saying is due to our bed slats which we have had for many years and neither one of our previous 3 mattresses had this issue because of the slats. Definitely not worth buying from. Second reply from CS is now suggesting that we suddenly do not find it comfortable. It was perfectly fine to start with, for a week or so. With a lump in the middle between us, hard to find it comfortable now. Also, MattressOnline said a Hypnos agent would come around to inspect the mattress, that DIDN'T happen! Just really fobbing off trying to deal with what is obviously a faulty mattress.”

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Posted 2 months ago

“Bought a semi double mattress and the cover there. The mattress cover wasn't cheap at the price of £39, thought it would be decent quality, but it is so extremely poor quality, polyester and thin to the extent it is see through. It makes a plastic sound when you sit on it Awful experience. Mattress hasn't been tested but lost confidence with this company. Never again”

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Posted 6 months ago

“I bought 2 mattresses, as one wasn't suitable I requested a return. My back was hurting after using it, and I was in a lot of pain, so in that sense the mattress was completely not suitable for me, and actually causing suffering. I have been informed that I need to organise my own transport in order to return the item. I have emailed back stating that because I am buying online I have additional rights to return them. This is because my decision may be based on a brief description or a photograph – so what I receive isn't always quite what you’d expected. They agreed with me and I understood that they will refund the delivery cost, but it later transpired that they were talking about their delivery cost not mine delivery to their depot. Intentionally misleading. I paid £77 for the delivery on top of the original £700 for the mattresses. And they robbed me of the return delivery cost. Avoid at all costs!!!!”

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Posted 8 months ago

“Ordered a new mattress from MattressOnline. It arrived quickly and everything went smoothly. However, within a few nights of sleeping on it, my partner and I were covered in bed bug bites. I was completely shocked at this, as I have never had trouble with bed bugs previously. I told the company immediately, but they refused to take the mattress back, saying I would have to pay a courier to return it early. I switched back to my old mattress and lo and behold, no more bed bug bites. Extremely disappointed in the lack of accountability taken by this company, who are refusing to accept any responsibility for selling me a mattress that came with bed bugs. Also, customers should be aware that most of the mattresses this company sells are available much cheaper elsewhere, so buyers please take time to do your research, and also don't get trapped by their 60-night trial like I did! (You have to keep the mattress for 30 nights, even if it doesn't suit you or if, as in my case, it's infested with bed bugs).”

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Posted 1 year ago

“Terrible company, I paid 390 for qhat was supposed to be a firm mattress, they sent me what feels like a bag of springs that get stuck im your body. They are asking me to pay half of what the mattress is worth in order to return it. Do mot buy from them”

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Posted 1 year ago

“They take your money but don't actually deliver the mattress. They send details of when to be in waiting for it but then cancel the delivery without telling you. That's happened to me twice now for the same order. Absolute shambles.”

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Posted 1 year ago

“DO NOT buy from them unless you want them to hold £100 of your money if you return the mattress! Even if you do not want to purchase anything, the £100 is held for life.....so Lisa said! how stupid. Customer Services do not care what you say or how you feel, they have received your money, so that's that! Absolutely pathetic.”

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Posted 1 year ago

“When is a bargain not a bargain? When it's buying a Simba Hybrid mattress from Mattress Online. You get a 60 day sleep trial rather than Simba's widely advertised 200 day trial. So when the Simba doesn't live up to the hype you are left with a useless £600+ mattress and no sympathy from this company. And Simba won't want to know either.”

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Posted 2 years ago

“Made a big mistake by not spending a little more and getting a Simba/Emma/similar who offer returns for a year. If you are like us and you buy a mattress that's expensive but turns out to be unbearably uncomfortable and has varying density levels, you aren't getting anything back from these guys. They put in a huge amount of effort to block returns rather than offer exchanges to honest customers. Avoid avoid avoid, back problems galore here and trying to get our money back through our credit card company now”

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Posted 2 years ago

“Excellent company great communication and delivery service I originally bought the nectar memory super king mattress but after a month I just couldn’t get used to it so tang mattress online customer service and explained my situation and the lady I spoke to was extremely helpful and arranged a return for me and an exchange all sorted in 3 days perfect service all round and I can’t recommend them enough will definitely be using them in the future thank you mattress online”

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Posted 3 years ago

“Good site, easy to order. I initially bought a mattress and was really happy with the amount of communication and service from ordering to delivery. Unfortunately the mattress developed a fault after a month. I emailed mattressonline and they immediately replied, after sending photos and a few emails, they exchanged the mattress for me at no extra cost. Again the service and delivery was excellent. I would definitely recommend them.”

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Posted 3 years ago

“Easy to negotiate their website, ordering the mattress was uncomplicated, it came the next day, was delivered by 2 very pleasant delivery men up to my nominated bedroom, even placed it on the base and am delighted with my millbrook wool king size mattress. Can highly recommend and will definitely use again. On a previous review someone had mentioned the mattress had a smell and if I’m honest it does pong a little definitely of the countryside shall we say, but I’m confident the Whif will go in time and you can only smell it if you stick your nose into the mattress and it’s such a lovely comfy mattress it hasn’t put me off.”

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Posted 3 years ago

“Avoid buying from them. We received faulty product then paid double for exchange for another extra firm mattress. It is not extra firm. Misleading information on their website. They don’t give refund and not taking any liability for their product description. AVOID IT!”

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Posted 3 years ago

“Credit where credit is due. Due to my leg & back problems I ordered a well known make orthopaedic mattress yesterday around 14:00. With £25 to take the old one away it was around £300. I’ve checked els-ware and this was a great price & free next day delivery. It came at 10am this morning within a 2 hour window & they gave me and constant updates. Great product & awesome service - rare these days. I would highly recommended them !”

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Posted 3 years ago

“Had our silent night mattress dropped of yesterday on time. Dan and mark are two proper gentlemen. Put mattress upstairs for us. Thankyou to you both. Also had a top nights sleep with our 3000 springs. And relax. Recommended highly”

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Posted 3 years ago

“Ordered a silentnight mattress wed evening was delivered Fri morning telephone call from delivery driver 30 min prior to delivery took old mattress away as arranged very quick and easy experience”

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Posted 3 years ago

“Mattress was supposed to be delivered 7pm-9pm. Received an email from the delivery company advising of a delay of 2 & a half hours. Waited up until 12.30am for the delivery. Had already cleared the bedroom, so had to sleep on the sofa. Reece iced an email this morning advising delivery had been made this morning at 7.30am? No delivery. Called mattress on line and talked to Becky in customer services. I hope that call WAS recorded. No apology. She rang the delivery company whilst I was on the line. The driver had delivered to an address at 22.56pm last night? To an address with a black car on the drive. I explained I live rurally, with no cars outside etc. and asked her to explain the email claiming a 7.30am delivery? She said the driver knew after 10pm was too late to deliver, so had not made that delivery. I said someone was definitely lying, to which she replied it was the fault of the delivery company! I made it quite clear that her company had the contract with the delivery company and as a customer, I wasn't interested in lies. She said the best they could do was deliver to me tomorrow! When I questioned why, apparently my mattress was now back in the depot in Bristol! Of course it wasn't, what she was offering was a next day delivery of another mattress. Don't lie Becky, take a course in customer services and offer sincere apologies to your customers and explain you will do all you can to get another mattress out the very next day. When I asked to speak to a manager, she said I'd have to fill out an online form. No thank you. I'll have a full refund. And so.......I will now be paying the extra money to purchase my mattress from one of 2 well known companies. Either JLewis, or The other one beginning with D. Buying cheap=cheap service all around.”

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Posted 3 years ago

“I personally had a great experience from MattressOnline. First mattress was slightly damaged and when company informed, they provided problem-free return with replacement delivered the next day. Mattress is great quality. Great customer service.”

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Posted 3 years ago

“I bought a memory foam and pocket sprung mattress and within a year it had sagged horribly and was making us roll together. I complained to mattress uk as the mattress was guarenteed for 5 years and I never even got an answer from them. Fed up, I took the mattress to the dump and bought another mattress from a shop.”

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Posted 4 years ago

“It's so UNBELIEVABLY BAD the service this online store (not) provide! It's been 6 weeks since I made a purchase and I want to reinforce that I only made it because it was NEXT DAY DELIVERY!! It`s so unbelievably disrespectful to a consumer such lies! What they, clearly, don't understand is that reselling good quality products is not the only concern an online store must have as their real "product" is their SERVICE! AND IT'S VERY POOR! And apologies are irrelevant in face of those facts as this is not a personal relationship! MAT675457”

Helpful Report

Posted 4 years ago

MattressOnline.co.uk is rated 2.5 based on 91 reviews