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MattressNextDay[TEXT DELETED BY FORUM TEAM] - Terrible customer service
Miss_Behaving
Posts: 371 Forumite
Sorry for the long post, but I really feel the need to vent about MattressNextDay.co.uk
I ordered a new pine bed yesterday and true to their word it was delivered today at 10.30. However, the bed was very badly damaged with numerous deep chinks and scuffs on the headboard and footboard.
I immediately contacted MattressNextDay.co.uk to advise them of the damage and to request a replacement. After 15 minutes holding and being re-routed, I got through to a customer services rep who informed me that before they would replace the item I needed to provide photographic evidence to show that it was really damaged. I did comment that I was hardly likely to ask for a replacement for a bed in good condition but she was insistent :rolleyes:. She explained that if her manager agreed it was damaged they would arrange a replacement which would be sent out in 7-10 days. I explained that I had wanted a bed immediately which was why I used a company that delivered next day. I therefore asked for a refund and was told that I would still need to provide photos and once she had received them her manager would decide if I was entitled to a refund.
I sent evidence and then called an hour later to check they had received my email. The customer services rep was evasive when I again asked for a refund explaining that it was at the discretion of her manager. I had to cite the Sale of Goods Act numerous times before I eventually got their agreement for a refund and was then told I needed provide more photographic evidence to show I had packed the item.
I have spent all morning photographing this poxy bed, emailing/telephoning their customer services and repacking it. It just seems an awful lot of hoops to jump through considering that they despatched a damaged item (didn’t look as if it would have been damaged in transit due to nature of packaging). On top of that they can’t state whether the courier will call morning or afternoon to collect the item so I have another wasted day later in the week :mad:
Sorry for the long and probably very boring rant - just felt the need to get it out of my system! Thanks for reading (if you got this far!!)
I ordered a new pine bed yesterday and true to their word it was delivered today at 10.30. However, the bed was very badly damaged with numerous deep chinks and scuffs on the headboard and footboard.
I immediately contacted MattressNextDay.co.uk to advise them of the damage and to request a replacement. After 15 minutes holding and being re-routed, I got through to a customer services rep who informed me that before they would replace the item I needed to provide photographic evidence to show that it was really damaged. I did comment that I was hardly likely to ask for a replacement for a bed in good condition but she was insistent :rolleyes:. She explained that if her manager agreed it was damaged they would arrange a replacement which would be sent out in 7-10 days. I explained that I had wanted a bed immediately which was why I used a company that delivered next day. I therefore asked for a refund and was told that I would still need to provide photos and once she had received them her manager would decide if I was entitled to a refund.
I sent evidence and then called an hour later to check they had received my email. The customer services rep was evasive when I again asked for a refund explaining that it was at the discretion of her manager. I had to cite the Sale of Goods Act numerous times before I eventually got their agreement for a refund and was then told I needed provide more photographic evidence to show I had packed the item.
I have spent all morning photographing this poxy bed, emailing/telephoning their customer services and repacking it. It just seems an awful lot of hoops to jump through considering that they despatched a damaged item (didn’t look as if it would have been damaged in transit due to nature of packaging). On top of that they can’t state whether the courier will call morning or afternoon to collect the item so I have another wasted day later in the week :mad:
Sorry for the long and probably very boring rant - just felt the need to get it out of my system! Thanks for reading (if you got this far!!)
It's better to beg forgiveness than ask permission.
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Comments
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Thanks for the warning Miss Behaving - sounds like they are def a company to avoid!"Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0
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I have twice ordered beds from them and both times half the bed has turned up one day and the rest of the bed the next day. They blame the courier. The courier blame them. But them we brought a mattress from them about 3pm in the afternoon and it turned up 7.30am the next day!0
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Miss_Behaving wrote: »Sorry for the long post, but I really feel the need to vent about MattressNextDay.co.uk
I ordered a new pine bed yesterday and true to their word it was delivered today at 10.30. However, the bed was very badly damaged with numerous deep chinks and scuffs on the headboard and footboard.
I immediately contacted MattressNextDay.co.uk to advise them of the damage and to request a replacement. After 15 minutes holding and being re-routed, I got through to a customer services rep who informed me that before they would replace the item I needed to provide photographic evidence to show that it was really damaged. I did comment that I was hardly likely to ask for a replacement for a bed in good condition but she was insistent :rolleyes:. She explained that if her manager agreed it was damaged they would arrange a replacement which would be sent out in 7-10 days. I explained that I had wanted a bed immediately which was why I used a company that delivered next day. I therefore asked for a refund and was told that I would still need to provide photos and once she had received them her manager would decide if I was entitled to a refund.
I sent evidence and then called an hour later to check they had received my email. The customer services rep was evasive when I again asked for a refund explaining that it was at the discretion of her manager. I had to cite the Sale of Goods Act numerous times before I eventually got their agreement for a refund and was then told I needed provide more photographic evidence to show I had packed the item.
I have spent all morning photographing this poxy bed, emailing/telephoning their customer services and repacking it. It just seems an awful lot of hoops to jump through considering that they despatched a damaged item (didn’t look as if it would have been damaged in transit due to nature of packaging). On top of that they can’t state whether the courier will call morning or afternoon to collect the item so I have another wasted day later in the week :mad:
Sorry for the long and probably very boring rant - just felt the need to get it out of my system! Thanks for reading (if you got this far!!)
It would also be worth quoting distance selling regs, as they also come under that, as it was mail order. You had the right to return the bed for a refund even if it wasn't damaged. So all the messing around with photos was just so you didn't have to pay the return postage.0 -
This is from their terms and conditions, so watch out that they don't try and charge you either a restocking fee, or return postage. If they do then contact trading standards:
3.2. We will endeavour to deliver your goods if in stock within 7 - 10 working days (with the exception of weekends & public holidays) but time shall not be of the essence. If we are unable to deliver the goods for any reason you will be notified and will not be obliged to pay for the goods. However, we shall not be liable for any loss, which may be suffered by you caused by any delay of delivery unless caused by our negligence. If delivery of the goods is delayed by more than 30 days, you shall be entitled to contact us and cancel the order. Any monies paid in respect of the goods, which are not delivered, will be refunded. 3.3. Goods, other than faulty goods may not be returned after 7 days unless we agree that there is good reason for us to receive such goods back. If we agree to accept these goods back into stock they are subject to a £69 re-stocking fee. Incorrectly ordered goods or non-delivery (customer out) items are also subject to a £69 delivery cost fee. We regret that we cannot accept returns of the following: Divan bases, pillows, mattresses and products that have been made to a bespoke size or personalised. The above products will be exempt from the statutory 7 day cooling off period where the products have been unsealed, and your right to cancel will have ended for reasons of health and hygiene as the product will be deemed to have been used. We recommend that you make full use of our sales team for advice prior to purchase. We adhere to the Customer Protection (Distance Selling) Regulations 2000 No. 2334. 3.4. If goods arrive in a damaged condition you must inform us as soon as possible. We shall arrange collection of the goods (other than used goods) and will either replace the goods at no extra charge, or refund any monies paid by you for the goods. 3.5. We will deliver to business addresses at your request but stress that if instructed to do so, the card used in the transaction must be officially registered to that address. Also you are agreeing that anyone situated at your business address has your written authority to accept goods on your behalf. We will accept no responsibility for goods once they have been delivered to and signed for at the requested address. 4. CREDIT & EXCHANGES 4.1. We will provide a full refund (excluding delivery charges) if the product you have selected is found to be unsuitable within 7 working days following delivery, providing the product is returned in it's original box, in 'as new' condition, unmarked and all polyutherane packaging unsealed. 4.2. Vacuum Packed Mattresses. This particular product will be exempt from the statutory 7 day cooling off period where the products have been unsealed, and your right to cancel will have ended for reasons of health and hygiene as the product will be deemed to have been used. We recommend that you make full use of our sales team for advice prior to purchase. We adhere to the Consumer Protection (Distance Selling) Regulations 2000 No. 2334. 4.3. All returns carriage costs will be borne by you the sender.0 -
Tim_Deegan wrote: »This is from their terms and conditions, so watch out that they don't try and charge you either a restocking fee, or return postage. If they do then contact trading standards:
Thanks for the warning Tim. I have already taken the precaution of contacting trading standards and logging my problem with MattressNextDay.co.uk. At least if someone else has an issue with them it may add additional substance to their claim.
Here's hoping I get my full refund although my initial reaction when they asked me to photograph the packaged item was one of worry - I'm sure they'll try and say it wasn't adequately packaged and the damage was done in transit.
[TEXT DELETED BY ABUSE TEAM FOLLOWING COMPLAINT]It's better to beg forgiveness than ask permission.0 -
Thanks for the warning.Hope you get it sorted out.0
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I also had an issue about a year ago. Seems things havent improved.
I ordered a bed from their website and delivery was confirmed for 2 days time by email. Waited in all that day and nothing arrived. I was quite anxious as I need the bed for a new flatmate that I was subletting to and she was moving in less than a week!
Phoned to ask why the bed hadnt been delivered and CS told me it woudlnt be in stock for 1 month! Why the item had appeared 'in stock' on their site and why I had gotten a delivery date for it I do not know. No explanation was offered was just told I woudl get it in a month.
Promptly calceled the order and went to the local bed store with a van.0 -
Miss_Behaving wrote: »Thanks for the warning Tim. I have already taken the precaution of contacting trading standards and logging my problem with MattressNextDay.co.uk. At least if someone else has an issue with them it may add additional substance to their claim.
Here's hoping I get my full refund although my initial reaction when they asked me to photograph the packaged item was one of worry - I'm sure they'll try and say it wasn't adequately packaged and the damage was done in transit.
[TEXT DELETED BY ABUSE TEAM FOLLOWING COMPLAINT]
Looks like they are trying to silence you Miss Behaving. :rolleyes:Male.
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LemonGrove wrote: »Looks like they are trying to silence you Miss Behaving. :rolleyes:
Yep not sure why though - I just included a customer review from Kelkoo but did acknowledge the source.It's better to beg forgiveness than ask permission.0 -
My advice would be avoid this company... and go and buy a matress from a shop.
We bought a Dorlux Matress from them. It has sagged all down one end. Clearley a manufacturing fault/problem. I contacted them a year after we purchased. We have a 5 year Warranty.
The warranty states we can have a new matress at 20% of the cost with a contribution towards transport. That would be £39 for the matress plus something towards transport.
They have quoted a charge of £150. Which is £40 off the price of the matress.
I'm off to trading standards.0
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