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

mwanderson

Tim_Deegan wrote: »

I suspect that the delay is often caused by the supplier not releasing goods until they have settled their account.

This could explain it, and also perhaps validates my concern that the company is not cash-rich, and may very well have cash flow problems if they are taking time to settle accounts which then disrupts distribution.

marc_c_2

Tim_Deegan wrote: »

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.

Tim,
Looking through the forums and I have to say you're a frustrating man. Can someone else please suggest one of these online sellers and perhaps Tim could give the proposed seller a yea or nea?

I very nearly ordered the Supa Sleep Pocket Ortho-Reflex 2000 this afternoon from Mattress Next Day, but judging by comments here, it looks like I've had a lucky escape.

Tim_Deegan

marc_c wrote: »

Tim,
Looking through the forums and I have to say you're a frustrating man. Can someone else please suggest one of these online sellers and perhaps Tim could give the proposed seller a yea or nea?

I very nearly ordered the Supa Sleep Pocket Ortho-Reflex 2000 this afternoon from Mattress Next Day, but judging by comments here, it looks like I've had a lucky escape.

Please don't confuse forum rules with me being frustrating. I'm on here to give general advice, including what is good and what is bad in mattress design. And also to tell the truth about all the hype and gimmicks used in the bed industry. I'm not on here to sell, or to advertise. So if I were to recommend a brand name or a retailer, then that could be viewed as advertising.

So I'm afraid I can't do all the hard work for you, but you will have to spend some time searching on google, and will maybe find the advice I have given useful.

marc_c_2

Right then. Please offer laymans advice for a novice mattress buyer. Looking for king size mattress which equates to good nights sleep. Thanks

Tim_Deegan

marc_c wrote: »

Right then. Please offer laymans advice for a novice mattress buyer. Looking for king size mattress which equates to good nights sleep. Thanks

If you search in the MSE forums for 'mattress', then you will see hundreds of pages of advice that I have given, to suit all sorts of requirements.

Beware_of_mattressnextday

Mattressnextday is a horrible company offering rubbish customer service and deliver service!


Last week I ordered a mattress from them though it was luck to have a fast delivery. however, everything turned into nightmare since I ordered, they phoned me next day to say there was out of stock the one I ordered then I had to change to other available mattress. Their deliver man dropped the mattress on the road and refused to deliver to my flat; he shooting that I have to pay extra charge to have him lift it to my flat (about 15 metres away) . He said he only delivered nearby he didn't work for mattressnextday when I said it's unacceptable that I had to phone the company.

There's no way I should accept this insult and too heavy for me to carry back on my own so I refused to take the item on the spot.

I phoned the mattressnext day service, they said it's nothing to do with them it's the courier company's fault. They just coldly said because I refused to take the item they charged me £69.00 for this which they did take money from my card!!
I am not going to let them get away with this, still trying to see if there's any consumer legal right bureau like ADR, Trading Standards, and Citizen Advice that I can make a complaint.

Tim_Deegan

Beware_of_mattressnextday wrote: »

Mattressnextday is a horrible company offering rubbish customer service and deliver service!


Last week I ordered a mattress from them though it was luck to have a fast delivery. however, everything turned into nightmare since I ordered, they phoned me next day to say there was out of stock the one I ordered then I had to change to other available mattress. Their deliver man dropped the mattress on the road and refused to deliver to my flat; he shooting that I have to pay extra charge to have him lift it to my flat (about 15 metres away) . He said he only delivered nearby he didn't work for mattressnextday when I said it's unacceptable that I had to phone the company.

There's no way I should accept this insult and too heavy for me to carry back on my own so I refused to take the item on the spot.

I phoned the mattressnext day service, they said it's nothing to do with them it's the courier company's fault. They just coldly said because I refused to take the item they charged me £69.00 for this which they did take money from my card!!
I am not going to let them get away with this, still trying to see if there's any consumer legal right bureau like ADR, Trading Standards, and Citizen Advice that I can make a complaint.

To start with they shouldn't have stored your card security number. So contact your credit card company as it was an unauthorised withdrawl.

The courier actually did what most couriers do, and only delivered to the doorstep of the building. This is why it's best to use a company who use their own transport.

Mrdigy

I have to say I have ordered with this company many times and have had great experinces each time.
I regards to the returns policy: I order the wrong size by mistake and was able to return it. I had to arrange the return but I was refunded in full.
This company seems to get abit of bad press online but I would recommend them anyday.
From what I gather they are busy at times and still growing. I guess that negative reviews/experiences will be posted online by a small number of unhappy customers, but I have never had any troubles.

Tim_Deegan

Mrdigy wrote: »

I have to say I have ordered with this company many times and have had great experinces each time.
I regards to the returns policy: I order the wrong size by mistake and was able to return it. I had to arrange the return but I was refunded in full.
This company seems to get abit of bad press online but I would recommend them anyday.
From what I gather they are busy at times and still growing. I guess that negative reviews/experiences will be posted online by a small number of unhappy customers, but I have never had any troubles.

Hmmm...not many people buy mattresses 'many times'.

Yours is the first post to praise them (if your post is geniune), so I suppose they must get it right some of the time.

If as you say their poor service is due to being busy, and still growing, then they need to spend some of those profits on improving their customer service. Instead it seems that they can't handle the number of orders, and just end up giving bad customer service. They have been trading since 2003, so they should have got it right by now.

As you know them so well, you should tell them to put their customers first, and not just their profits.

MothballsWallet

But Tim, if they did that, they'd have to keep all their supplier accounts settled and they can't do that if their owner wants that luxury house in the country