unamattress.co.uk Reviews

Name: unamattress.co.uk
Address: 1A Isetta Square, Brighton, East Sussex
Rating: 4.57

4.6 Rating 74 Reviews

91 %

of reviewers recommend unamattress.co.uk

4.6

Based on 74 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat

Visit Website

Location:

1A Isetta Square,
Brighton
East Sussex
BN1 4GQ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I received a USED PRODUCT from Una! When I opened my order (order number UK36323) I was shocked to find numerous long black hair on both sides of the product. Apart from the hair it just did not look brand new. When I contacted Una about the issue, Nicole from their office ADMITTED that Una do re-sell their returned/used products!!! She said they sell their ‘refurbished’ products on ebay. I think this is outrageous so in the last 4 weeks I have checked couple of times on ebay and surprise….I could not find the item I returned. I’m pretty sure 1 month would have been long enough for them to put it on ebay but it is not the case. I’m pretty sure it will be or has been re-sold again as new. After they collected the product and after my ordeal I had to wait 3 weeks to get my refund. Throughout the whole refund process I haven’t received any form of notification or communicatiion either. Then when I asked, I had been told by Anja this is the standard lead time for the refunds. 2 weeks + 1 week depending on our bank. When I told her I find it too long for a refund she gave me a different explanation: the returned item got which delayed the process. Considering the fact that UNA is a small company as I was informed by Anja, it just seems to be very chaotic. Furthermore, I asked them for a link as I wanted to leave a review on their website, they sent me a review link. Once I sent the review I could not find it on their website. I had been told by Una it takes couple of days as it needs to be verified. After almost 2 weeks I asked them again and they frankly told me that my review won’t show on their website. Now I know why they mostly have 4 and 5 star reviews on their website. They simply select the good ones. Be aware!”

Helpful Report

Posted 1 year ago

“Quite a disappointing experience with this stockist, hence one star rating. Very long delay in sending order and confusing communication. Satisfied with the mattress, pillow not ideal though. Very good quality.”

Helpful Report

Posted 3 years ago

Dear Allesandra, Many apologies for the delays on your order. Unfortunately due to covid19 some production and transport incurred delays. I am happy to hear that you are satisfied with the mattress. Thank you for your feedback! Your Una team

Posted 3 years ago

“Very unethical way of doing business. Few weeks ago I’ve contacted you about your products. As you offer 100 nights trial I wanted to know what happens to your returned used mattresses and pillows. Obviously, I wanted to make sure I would not get a used item. Your colleague Alex told me they are donated to charities which I really liked. However, when I asked which charities he did not answer so I had to ask him again when he admitted that they are not donated to charities. I did draw his attention to this as being unethical to say the very least. Today 3 weeks later, I am shocked to see that your website still states that you are donating to charities. Don’t you think claiming you donate to charities when you don’t is unethical?”

Helpful Report

Posted 4 years ago

Dear Rhiannon, I had a look at your live chat transcript with Alex and I see he wrote that we occasionally donate a mattress to a charitable cause (private people who contact us and really need a chemical free mattress but perhaps cannot afford one) One our website it says we either donate "to charity" (it doesn't say we donate to charities plural) or sell them via other sellers as refurbished. In the chat you then replied that a donating "to charity" (where you mean a charitable institution I assume) and to a "charitable cause" wasn't the same and I agree with you there is a nuanced difference and we have now changed it to "charitable causes". Best wishes to you.

Posted 4 years ago

unamattress.co.uk is rated 4.6 based on 74 reviews