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

trumpton

Thanks for posting. You can also post comments on sites like Blagger. They sound like a very poor company to deal with. I hope you are successful, please update the thread when you can.

Tim_Deegan

MEDIA wrote: »

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.

First of all I would like to say that you shouldn't be put off on line sellers just because of a bad experience with one rouge trader. You will find that you will usually get better quality for a much lower price by buying on line and staying away from big brands and big retailers, who don't actually give any better security than on line sellers.

Although mattressnextday.co.uk don't go into detail on their web site about this, most manufacturers only give a full guarantee for 12 months. However if the design life of a product is for example 5 years, and it needs replacing after 4 years, then there is normally a sliding scale. Which would mean that you would have to pay 80% of the cost of a replacement at the current market value, without any discounts, and plus delivery. This is actually a bit of a con used by many manufacturers or retailers designed to confuse customers into thinking that they actually get a full guarantee for 5 years. When all they are actually doing is complying with the law.

I don't know which model Dorlux mattress you have, but Dorlux are one of the few manufacturers who still use the very unreliable continuous spring system (similar to miracoil). Most manufacturers have stopped using it due to it's unreliability and noise problems.

dellaclearing

I ordered a mattress from them last week and it was delivered the following day (Thursday). Our new bed arrived on Saturday which we put together on Sunday afternoon so slept on the mattress on Sunday night and Monday night and both days my girlfriend and I woke up with painful backs.

The springs in the mattress are very noticeable, not what I'd expect for a mattress that been used only twice. Their website gave our mattress an 8/10 firmness rating which is pretty misleading.

My girlfriend and I aren't thrilled about buying a new mattress which is uncomfortable and still having back pain to look forward to every morning so we looked on their website to find return details and were surprised to find a £69 return fee! Admittedly, we should've read that before ordering, but even if we had we'd still be disappointed with the mattress now, and paying 70 quid to return a £100 mattress is madness. Their return policy makes it pretty much pointless to return anything, we'd be throwing away 2/3 of the cost of the whole mattress!

The T&C's says items must be in "as new" condition still sealed in their original packaging. How is anyone supposed to sleep on their mattress or keep it in it's packaging before they find out it's unsuitable? We've used it twice, and the plastic it was wrapped in had to be cut to open it so we couldn't wrap up back up in it's original packaging if we wanted to.

I've been trying to ring customer services all morning to ask about paying the difference on a more expensive mattress to see if they'll waive the return costs but so far I just get a message that all their advisers are busy and to call back later!

isplumm

dellaclearing wrote: »

I ordered a mattress from them last week and it was delivered the following day (Thursday). Our new bed arrived on Saturday which we put together on Sunday afternoon so slept on the mattress on Sunday night and Monday night and both days my girlfriend and I woke up with painful backs.

The springs in the mattress are very noticeable, not what I'd expect for a mattress that been used only twice. Their website gave our mattress an 8/10 firmness rating which is pretty misleading.

My girlfriend and I aren't thrilled about buying a new mattress which is uncomfortable and still having back pain to look forward to every morning so we looked on their website to find return details and were surprised to find a £69 return fee! Admittedly, we should've read that before ordering, but even if we had we'd still be disappointed with the mattress now, and paying 70 quid to return a £100 mattress is madness. Their return policy makes it pretty much pointless to return anything, we'd be throwing away 2/3 of the cost of the whole mattress!

The T&C's says items must be in "as new" condition still sealed in their original packaging. How is anyone supposed to sleep on their mattress or keep it in it's packaging before they find out it's unsuitable? We've used it twice, and the plastic it was wrapped in had to be cut to open it so we couldn't wrap up back up in it's original packaging if we wanted to.

I've been trying to ring customer services all morning to ask about paying the difference on a more expensive mattress to see if they'll waive the return costs but so far I just get a message that all their advisers are busy and to call back later!

You should be able to reject under the dsr - check what it says about re-stocking fee - not sure they can charge you for that ... but maybe return postage ... see their t&cs ...

Mark

dellaclearing

isplumm wrote: »

You should be able to reject under the dsr - check what it says about re-stocking fee - not sure they can charge you for that ... but maybe return postage ... see their t&cs ...

Mark

Thanks for your reply Mark. I still haven't managed to get through but will mention that when I do.
I'll also ask if I can just give the mattress back to the delivery guy when he delivers a new mattress and he can return it to their depot!

Tim_Deegan

dellaclearing wrote: »

I ordered a mattress from them last week and it was delivered the following day (Thursday). Our new bed arrived on Saturday which we put together on Sunday afternoon so slept on the mattress on Sunday night and Monday night and both days my girlfriend and I woke up with painful backs.

The springs in the mattress are very noticeable, not what I'd expect for a mattress that been used only twice. Their website gave our mattress an 8/10 firmness rating which is pretty misleading.

My girlfriend and I aren't thrilled about buying a new mattress which is uncomfortable and still having back pain to look forward to every morning so we looked on their website to find return details and were surprised to find a £69 return fee! Admittedly, we should've read that before ordering, but even if we had we'd still be disappointed with the mattress now, and paying 70 quid to return a £100 mattress is madness. Their return policy makes it pretty much pointless to return anything, we'd be throwing away 2/3 of the cost of the whole mattress!

The T&C's says items must be in "as new" condition still sealed in their original packaging. How is anyone supposed to sleep on their mattress or keep it in it's packaging before they find out it's unsuitable? We've used it twice, and the plastic it was wrapped in had to be cut to open it so we couldn't wrap up back up in it's original packaging if we wanted to.

I've been trying to ring customer services all morning to ask about paying the difference on a more expensive mattress to see if they'll waive the return costs but so far I just get a message that all their advisers are busy and to call back later!

They won't accept a mattress back that has been unpacked. Mattresses come under the exceptions for hygiene reasons on the didtance selling regs, so this is the same for most retailers.

They can charge for return postage, but as I said they will only accept returns if the mattress hasn't been unpacked.

For anyone else who is considering buying a mattress,I would stay away from big brand names and big chain stores if you want good quality at a low price, and shop on line from a seller who gives a proper satisfaction guarantee that allows you to actually unpack and sleep on the mattress. This way it is in their interest to make sure that you make the right choice the first time.

mwanderson

I have to say that I found this company very difficult to deal with, and they didn't uphold their end of the bargain. I ordered a Joseph Betel bed for my mother who is 70. Initially I wanted it delivered on a weekday as it was free, but then I was surprised when I was told that because of insurance issues the courier would only pass it over the threshold of the property to her, and not take it inside. As I explained she is an old lady and has suffered several strokes so hardly able to manhandle a huge box containing a flatpacked bedframe!

So, I changed the order to a Saturday delivery, explaining to the company representative that given the courier's inability to take the package into my mother's hallway I would have to get up at 3.30am and travel the 300 miles to her address in order to receive it, so it was crucial that it arrive.

As others have said this bedframe was out of stock despite the website saying different so I decided to go through with the order and wait the month or so it would take for the bedframe to be available. And this is where the company broke one of the T&C's binding covenants which is that they will not take any monies until the product is available - within two days of my order the full amount of £274 was deducted from my credit card, even though it was weeks before the 19th July availability date. I wonder if the company has a cash flow problem? Otherwise, why break your own T&Cs and effectively illegally take money for goods not available?

A few days before the bedframe was due a company representative called me to assure me that it would be delivered on Saturday so I thought all well and good.

I made the journey, thinking that since deliveries stopped at 1pm I would have the afternoon to assemble the bed, and then return home on the Sunday. But both my mother and I waited all day on Saturday for the bed to be delivered but to no avail. I tried calling the company ten times but no one picked up so rather than try the "1" or "2" options I instead used the "0" option that no one is told about and which bypasses the automatic cutoff. I got through to a pleasant girl who assured me that the bed had been dispatched to me, and it was due for delivery that day.

This is where the company broke a second of its own T&C's binding covenants which is that if there is a problem in completing the order/delivery they will call you to let you know... in my case, I had to pester them to get any information out of them, and even that information turned out to be false.

By 7pm there was no sign of the bed at all. I thought naively that perhaps, given my mother lives in Cornwall, that the courier company might - just might - deliver it first thing on Sunday morning but no, nothing. I had no recourse but to stay in Cornwall and take another few days off to try and rectify the problem.

Monday morning came and I called the company first thing. I spoke with a young man called Matt who tried to find out what had gone wrong but when he called me back he admitted that despite being told on Saturday the bed had been dispatched to me, there had been a mix-up and the bed hadn't been scanned in... so why was I told it had been dispatched? The young man had no answer for me, and when I asked him to get his supervisor or indeed the company's MD to call me to explain why the confusion had happened in the first place and what sort of recompense I could expect I never received a call back. Two days later I am still waiting although Mr Seeley, the MD, ought to note that he will be hearing from me in the future.

Finally, Monday morning the bedframe arrived via a local courier service. When I quizzed the man about the order he showed me the paperwork and I discovered that there had been no intention to deliver to me on Saturday - if there had been then there would have been a special note on the delivery form. Indeed, when I asked the delivery man further he admitted that the courier company don't deliver on a weekend and that they only received the goods in question on Saturday in the first place!

And to add insult to injury there was no sign of the free memory foam pillow that is so well-displayed as a selling point on the website.

I have to say that although the product was reasonable, the service I received was terrible and I won't be recommending the website to anyone in the near future. As other disgruntled customers have said in their postings on other company review websites I would avoid this company if only to teach them the valuable lesson that good reputation equals good revenue... and I'd like to see them hit where it hurts - in their profit and loss sheet!

Mattressnextday... surely the name alone contravenes trading standards?

Tim_Deegan

mwanderson wrote: »

I have to say that I found this company very difficult to deal with, and they didn't uphold their end of the bargain. I ordered a Joseph Betel bed for my mother who is 70. Initially I wanted it delivered on a weekday as it was free, but then I was surprised when I was told that because of insurance issues the courier would only pass it over the threshold of the property to her, and not take it inside. As I explained she is an old lady and has suffered several strokes so hardly able to manhandle a huge box containing a flatpacked bedframe!

So, I changed the order to a Saturday delivery, explaining to the company representative that given the courier's inability to take the package into my mother's hallway I would have to get up at 3.30am and travel the 300 miles to her address in order to receive it, so it was crucial that it arrive.

As others have said this bedframe was out of stock despite the website saying different so I decided to go through with the order and wait the month or so it would take for the bedframe to be available. And this is where the company broke one of the T&C's binding covenants which is that they will not take any monies until the product is available - within two days of my order the full amount of £274 was deducted from my credit card, even though it was weeks before the 19th July availability date. I wonder if the company has a cash flow problem? Otherwise, why break your own T&Cs and effectively illegally take money for goods not available?

A few days before the bedframe was due a company representative called me to assure me that it would be delivered on Saturday so I thought all well and good.

I made the journey, thinking that since deliveries stopped at 1pm I would have the afternoon to assemble the bed, and then return home on the Sunday. But both my mother and I waited all day on Saturday for the bed to be delivered but to no avail. I tried calling the company ten times but no one picked up so rather than try the "1" or "2" options I instead used the "0" option that no one is told about and which bypasses the automatic cutoff. I got through to a pleasant girl who assured me that the bed had been dispatched to me, and it was due for delivery that day.

This is where the company broke a second of its own T&C's binding covenants which is that if there is a problem in completing the order/delivery they will call you to let you know... in my case, I had to pester them to get any information out of them, and even that information turned out to be false.

By 7pm there was no sign of the bed at all. I thought naively that perhaps, given my mother lives in Cornwall, that the courier company might - just might - deliver it first thing on Sunday morning but no, nothing. I had no recourse but to stay in Cornwall and take another few days off to try and rectify the problem.

Monday morning came and I called the company first thing. I spoke with a young man called Matt who tried to find out what had gone wrong but when he called me back he admitted that despite being told on Saturday the bed had been dispatched to me, there had been a mix-up and the bed hadn't been scanned in... so why was I told it had been dispatched? The young man had no answer for me, and when I asked him to get his supervisor or indeed the company's MD to call me to explain why the confusion had happened in the first place and what sort of recompense I could expect I never received a call back. Two days later I am still waiting although Mr Seeley, the MD, ought to note that he will be hearing from me in the future.

Finally, Monday morning the bedframe arrived via a local courier service. When I quizzed the man about the order he showed me the paperwork and I discovered that there had been no intention to deliver to me on Saturday - if there had been then there would have been a special note on the delivery form. Indeed, when I asked the delivery man further he admitted that the courier company don't deliver on a weekend and that they only received the goods in question on Saturday in the first place!

And to add insult to injury there was no sign of the free memory foam pillow that is so well-displayed as a selling point on the website.

I have to say that although the product was reasonable, the service I received was terrible and I won't be recommending the website to anyone in the near future. As other disgruntled customers have said in their postings on other company review websites I would avoid this company if only to teach them the valuable lesson that good reputation equals good revenue... and I'd like to see them hit where it hurts - in their profit and loss sheet!

Mattressnextday... surely the name alone contravenes trading standards?

It is usually only sellers who use their own transport who will actually deliver to the bedroom. Couriers aren't insured to do so.

You could be right about them having a cash flow problem judging by some of the complaints on here. Or it could be that they just have terrible customer service.

mwanderson

Hi Tim,

Thanks for your reply. The funny thing is is that when you buy a mattress it comes from Mattressnextday as if an order directly from them, but when you buy a bedframe it is dispatched directly from the manufacturer, so in a way the bedframe I ordered did come from the seller, rather than this pathetic company, even though they were the "brokers" which I used to order from Joseph Betel.

Tim_Deegan

mwanderson wrote: »

Hi Tim,

Thanks for your reply. The funny thing is is that when you buy a mattress it comes from Mattressnextday as if an order directly from them, but when you buy a bedframe it is dispatched directly from the manufacturer, so in a way the bedframe I ordered did come from the seller, rather than this pathetic company, even though they were the "brokers" which I used to order from Joseph Betel.

It is quite common for on line retailers not to hold stock. This is because there are literally 1000's of different variations with beds. Even if you buy a mattress from Tescos it is the manufacturer who delivers it. However if the retailer doesn't use their own transport, then it is up to them to make sure that the courier does what they are supposed to do. From many posts on MSE I suspect that the delay is often caused by the supplier not releasing goods until they have settled their account.