MattressNextDay[TEXT DELETED BY FORUM TEAM] - Terrible customer service

sagra

mattressnextday.co.uk - more like mattress next week/month!

I ordered a mattress on Sunday (28th Oct) - the website advised that it was in stock and they would get the mattress to us on Tuesday. Monday - I had a voicemail - 'mattress out of stock, please call us'. Tried calling ended up on hold forever - gave up because I was at work and finally spoke to someone on Tuesday. They advised that the mattress should be back in stock on Wednesday/Thursday - and delivered Thursday/Friday. So, finally they agreed it would be with us on Friday - I took the afternoon off work - did it come??? Nope!

So, phoned them yesterday afternoon (Friday 2nd Nov) and they said that it had gone to the wrong depo - so I complained - mentioning that we have no bed to sleep on (I am pregnant) and are currently on the sofa bed in the lounge, and they are giving us a measly £20 compensation (not actually received this yet). They are supposed to be delivering it today (saturday) - I have called them already and they advise that it is scheduled and should arrive before 5pm! |It is now 4.40 and I have given up hope. Problem is we have just moved in and needed to varnish the floor in the lounge - so we cannot use the sofa bed tonight - we now need to stay at my brothers house for the night! My advice - don't buy from them - the name of company is a complete lie!

I now cannot contact them until Monday - I wonder what story we will be told then!!! I'll post again once I have spoken to them. I really want to just cancel the order - but if we do, we will have to source the mattress elsewhere and there are no stockists in Scotland, so it has to be ordered online!

GPL

After taking my partners advice to go ahead with a purchase from matressnextday and then reading the reviews on here, I made a promise (to whoever might be listening :wave:), that if matressnextday.co.uk kept their promise, I would repay them with a good review to try to balance out all the bad ones. So here goes:

• It was really straight forward to find what I was looking for & the product information and reviews were both really helpful.
• The ordering process was super easy and quick - I hate those sites that take you though 10 pages before you finally get to complete your purchase and payment.
• The website was really clear, I felt I knew exactly what I was doing, what I was ordering, when I was committing to a purchase and how much it would cost.
• The option to pay via Paypal was the only reason I went ahead with the purchase. I don't normally make a purchase online without completing plenty of research first!! :exclamati:shocked:
• I received a confirmation email, pretty much immediately after committing to purchase.
• Delivery time was any time between 8 - 5pm, which was the only thing I found to be a negative. This quickly turned into a positive though, when the courier arrived just before 10am. :j
• I had a really good experience with this company, I would use them again. I would recommend them to others but would also be mindful to refer them to all of your reviews. It could be I was luck,y or maybe & hopefully, the matressnextday.co.uk has have taken note of your complaints and have made some pretty radical improvements :j:T :staradmin.

Hoof_Hearted

Rubs chin.......

hollydays

GPL wrote: »

After taking my partners advice to go ahead with a purchase from matressnextday and then reading the reviews on here, I made a promise (to whoever might be listening :wave:), that if matressnextday.co.uk kept their promise, I would repay them with a good review to try to balance out all the bad ones. So here goes:

• It was really straight forward to find what I was looking for & the product information and reviews were both really helpful.
• The ordering process was super easy and quick - I hate those sites that take you though 10 pages before you finally get to complete your purchase and payment.
• The website was really clear, I felt I knew exactly what I was doing, what I was ordering, when I was committing to a purchase and how much it would cost.
• The option to pay via Paypal was the only reason I went ahead with the purchase. I don't normally make a purchase online without completing plenty of research first!! :exclamati:shocked:
• I received a confirmation email, pretty much immediately after committing to purchase.
• Delivery time was any time between 8 - 5pm, which was the only thing I found to be a negative. This quickly turned into a positive though, when the courier arrived just before 10am. :j
• I had a really good experience with this company, I would use them again. I would recommend them to others but would also be mindful to refer them to all of your reviews. It could be I was luck,y or maybe & hopefully, the matressnextday.co.uk has have taken note of your complaints and have made some pretty radical improvements :j:T :staradmin.

After taking my own advice :T to ignore glowing reviews from newbies, I made a promise to whoever might be listening :spam:

* to ignore people who can't spell the product they are plugging.:idea:

-purple-

Please avoid these cowboys. I'm so annoyed after losing a day of work and waiting in all day for them.


I ordered a mattress on Saturday 4th April, and requested that it be delivered on Wednesday 8th April. I also paid extra to have a mattress removed. The money was taken from my credit card immediately.


I had a phone call on Tue 7th April to tell me that the mattress wasn't in stock (even though it showed as being in stock when I ordered), they were expecting it in that week, and I would be able to have the mattress on either Thursday 9th or Friday 10th, and that they'd ring me to confirm which. As I was off work that week, I agreed.


I sent them a message on Sunday 12th asking about the stock, as I hadn't been contacted. They phoned me on Monday 13th April to say that it could be delivered the next day if I wanted it. I said that I'd be working, but that I could take Friday (17th - today) as leave.


They said that would be great, it would be delivered between 8am and 5pm, and that I could call on the day for a 2-hour slot.


I duly brought my mattress downstairs this morning, ready for collection.


I started phoning their two telephone numbers from 12pm today, finally getting through to someone at 2.50pm.


On asking, I was told that it wouldn't be delivered today as there had been 'a mistake', but that I could have it delivered on Monday. I said that I couldn't as I'd be at work. They said that they could deliver tomorrow (Saturday). I said that I wouldn't be home, and that I wanted a refund.


They have agreed to refund to my credit card (thank goodness I paid by credit card, because I don't trust these people an inch).


My mattress is too heavy for me to carry (or even slide!) upstairs, so I'll be sleeping on the sofa for the next two weeks (the soonest I can take a day off work for delivery of another mattress). I've ordered my new mattress - it's slightly more expensive, but at least it's from a trustworthy company!


*ETA: Just read sagra's post above - it seems as though they make the same promises to everyone!

racey

I ordered from Mattressnextday and, as it was important that delivery took place in the morning, paid extra for an am delivery. The bed didn’t arrive until 2.15 pm. This was bad enough as it upset plans for the day. What was even worse, however, was the time spent trying get some sense out of customer services regarding the actual delivery time. I spent ages on phone calls and was told at 11.00 that delivery would be within 1 hour. At 12.50 I was told delivery would be within 10 minutes. I don’t know where this information came from or whether it was a case of telling me anything to get me off the phone.
They are refunding the £6.95 early delivery charge but this doesn't compensate for the stress and inconvenience of hanging about for the delivery.
I would certainly not use this company again.

WidowTwanky_2

Oh how I wish I'd read this thread yesterday... I ordered a mattress from this company yesterday, paid extra for Saturday delivery and extra again for a guaranteed 8am to 1pm delivery. It's now almost 4pm. I called the company at just gone 1 only to be told that they were sorry about the delay but that it was scheduled to be delivered today. They said the delivery / courier people's phones were only manned up to midday on a Saturday. and so couldn't check up for me. So, my only option is to sit here, all day, having been sat here in an empty flat since 7am. Why oh why did I not Google the company first!? (Loads of complaints).

sussie

I so wish I'd read reviews for this company first - lesson learnt!

I ordered a SOFT mattress from them three days ago and sure enough got the mattress the next day. I have to have a soft mattress as I suffer from PMR (polymyalgia rheumatica) which is pain in many muscles. This one seemed to fit the bill but having slept on it for two nights it's like sleeping on a board - it's supposed to wrap around your body but there is absolutely no indentation in the mattress at all - I'm 9 stone my husband 12 and it's the same both sides. Either we've been sold a mattress that has been wrongly labelled or just sold a 'pup'.

Isn't it amazing that you can never get through to these guys when you want to complain but when you want to order the phone is answered straight away! Mmmmmm... makes you wonder doesn't it?

srim

I bought 2 mattress double and king size - 5 years Guarantee last year from MatterssTomorrow.
1. Mistake 1 - Guarantee information: After mattress delivered to my home, nothing mentioned about guarantee. Then I confirmed with customer services that my mattress will cover 5 years guarantee and made a note so other persons can see.
2. Mistake 2 - Product quality: Problem started with double size mattress during 11 month - sagging issues causing neck/back pain. I thought this would be gone by rotating but never. Then based on conversation with customer service I am told to send pictures so that they can refund money back and cannot made replacement or credit.
3. Mistake 3 - Changing words: Then I decided to buy mattress from different company. Also sent current sagging pictures to team. They accepted claim but they cannot refund money back. Because I am told someone gave me a wrong information that they can see in their system. You will only get credit 114.99. I said I will call soon to confirm.
4. Mistake 4 - Changing words again: When I spoke to customer service I am told they cannot find my information in system they need sometime and will call me back. I never received call then I rang them again after sometime the person said they cannot find my details and call disconnected suddenly. I rang them 3rd time then first lady pick-up the call. She said we cannot refund you money back and I asked to her to escalate to manager. Then she rang me again saying because someone gave me wrong information manager agreed to refund full money back 114.99. But they cannot give money back. I said will confirm this tomorrow because I already bought mattress from different company.
5. Mistake 5 - Changing words again and again: When I spoke to customer service this morning another lady picks-up the call and mentioned I did a mistake I will refund you half instead of 114.99. Whatever conversation I had yesterday is no use. And I did explained I have issue with other mattress as well now I am told I need pay 30 GBP for check and I cannot send pictures.

Guys please don't buy any products with this retailer. Honestly I am suffering lot with faulty products and misleading information. Mattresstomorrow/Mattressnextday are same but your receipt will be in the name of Mattressnextday. I am going to legal services now to resolve issues.