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

Mr_K

Definetley a company to avoid. In nearly ordered a mattress from them, till and I came across theses reviews and others. Tried to check stock levels with them but they didn't reply, nuff said. Lucky escape, thanks to all who have posted. How on earth have the managed to stay in business ?

Beware_of_mattressnextday

Tim_Deegan wrote: »

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.

Hi Tim,
To clarify: The courier didn't drop to my doorstep but about 100metres away as he is reluctant to drive even closer. That's where the dispute began.

anyway, According to Consumer Direct, I am entitle to appeal the legal action against them as by all mean they should fully refund even if the customer simply changed their mind:
Quoted:
Based on the information you have provided the key legal points in response to your enquiry are as follows:

Please check the following link: you will notice that a trader CANNOT charge a restocking fee. They may be entitled to charge a return delivery fee however though the initial delivery charge should also be refunded. As you have stated the delivery was free so you would be entitled to claim back your costs. We could not guarantee what the outcome would be if you took this matter to a court. You do however have these rights under the Consumer Protection Distance Selling 2000. In addition to your rights your card issuer may offer additional protection by way of a chargeback scheme. This is dependant on the terms of your agreement with them. You may therefore wish to contact them for further information.

If you need further advice on this case please call 0845 404 05 06 for immediate assistance from one of our advice team. Alternatively you could look at our website,
UNQUOTED


It's our responsibility to protect our own consumer right, MattressNextDay is a bad company, I am not going to let it get away and keep victimised other unaware online shoppers.

Tim_Deegan

Beware_of_mattressnextday wrote: »

Hi Tim,
To clarify: The courier didn't drop to my doorstep but about 100metres away as he is reluctant to drive even closer. That's where the dispute began.

anyway, According to Consumer Direct, I am entitle to appeal the legal action against them as by all mean they should fully refund even if the customer simply changed their mind:
Quoted:
Based on the information you have provided the key legal points in response to your enquiry are as follows:

Please check the following link: you will notice that a trader CANNOT charge a restocking fee. They may be entitled to charge a return delivery fee however though the initial delivery charge should also be refunded. As you have stated the delivery was free so you would be entitled to claim back your costs. We could not guarantee what the outcome would be if you took this matter to a court. You do however have these rights under the Consumer Protection Distance Selling 2000. In addition to your rights your card issuer may offer additional protection by way of a chargeback scheme. This is dependant on the terms of your agreement with them. You may therefore wish to contact them for further information.

If you need further advice on this case please call 0845 404 05 06 for immediate assistance from one of our advice team. Alternatively you could look at our website,
UNQUOTED


It's our responsibility to protect our own consumer right, MattressNextDay is a bad company, I am not going to let it get away and keep victimised other unaware online shoppers.

If the driver left it 100 metres away, then he didn't even deliver it. So there is no way that they can say that you refused delivery, as it was the driver who refused to carry out his contract.

Under distance selling regs you are fully entitled to refuse a delivery anyway (although you didn't as he didn't attempt to deliver). Even if the mattress had been delivered, then as long as it hadn't been opened or used, then you would still be able to return it within 7 days under distance selling regs. For future reference, if you want to unpack and sleep on a mattress, and still be able to return it, then you would have to use a seller who's return policy allows this, as with most retailers once it is unpacked and used then they won't take it back due to hygeine reasons. However some sellers do allow this.

Contact your credit card company and try the chargeback route, as they are not allowd to store your security code for your card, and therefore it was an unauthorised withdrawl. You will have to make a statement, so it is important that you get your facts right, and make sure they are consistant (first of all you said it was 15 metres to your flat, then later you said 100 metres). If your statement isn't consistant then they will throw it out.

Beware_of_mattressnextday

Tim_Deegan wrote: »

If the driver left it 100 metres away, then he didn't even deliver it. So there is no way that they can say that you refused delivery, as it was the driver who refused to carry out his contract.

Under distance selling regs you are fully entitled to refuse a delivery anyway (although you didn't as he didn't attempt to deliver). Even if the mattress had been delivered, then as long as it hadn't been opened or used, then you would still be able to return it within 7 days under distance selling regs. For future reference, if you want to unpack and sleep on a mattress, and still be able to return it, then you would have to use a seller who's return policy allows this, as with most retailers once it is unpacked and used then they won't take it back due to hygeine reasons. However some sellers do allow this.

Contact your credit card company and try the chargeback route, as they are not allowd to store your security code for your card, and therefore it was an unauthorised withdrawl. You will have to make a statement, so it is important that you get your facts right, and make sure they are consistant (first of all you said it was 15 metres to your flat, then later you said 100 metres). If your statement isn't consistant then they will throw it out.

Tim, Thanks for the clear advice and pointing out my typo. I will certainly measure the distance carefully if appeal this case to the court.

Mrdigy

Thanks for the critique of my reviews Tim :money:

I work in the rental market; hence the 'many times' - so I wouldnt say I know them well, just a working relationship

Keep up the good, albeit slightly patronising, work!

bs7

unfortunately i placed an order with this terrible company.

Order placed on Sunday, with delivery due to take place on Thursday (a Tuesday delivery was actually an option). I receive a telephone message on Wednesday advising that the particular mattress is out of stock and isn't expected for a week.

They are knowingly taking orders and allowing people to book delivery slots that they will never be able to fulfil (the mattress i ordered is still on their site and designed to suggest they can send it next day).

They clearly rely heavily on the suggestion that they can supply mattresses "next day" but this is a false premise and i would seriously suggest they are a company to be avoided.

Tim_Deegan

Mrdigy wrote: »

Thanks for the critique of my reviews Tim :money:

I work in the rental market; hence the 'many times' - so I wouldnt say I know them well, just a working relationship

Keep up the good, albeit slightly patronising, work!

I'm sorry if you find my advice patronising....I suppose some people will when you try to explain something in a way that everyone can understand. Those with some knowledge may find it patronising, but those with no knowledge will find it useful.

Then of course there are the many people who have been fed the hype and gimmicks spouted by many sales staff. And the web sites that appear to be giving independent advice when they are actually owned by one of the manufacturers, and will push people towards their products. So even those who have done some research have often been given false information.

CrazyBikerGran

So glad you guys are here! Found a fab mattress on the mattressnextday site, just what my hubby & I needed to replace our 15yr old one. It had a very distinctive & attractive look as well as a comprehensive description (see the mattressnextday site and the Regal Memory Airflow Mattress), we didn't really need the memory foam pillow as we already have them but it would be nice for visitors (just as well really cos it didn't turn up!). We were really impressed that it actually arrived next day especially as the house no on the address sticker was 92 not 102. It was only when the 2 delivery guys left (they carried upstairs for us) and I had a chance to check it out that I realised that it was nothing like the mattress I ordered:

Ordered..........................................................Arrived
Dream Beds Regal Airflow Regal Memory Airflow....Dreamland Beds Regal Gold Memory Foam
"springs and visco-elastic memory foam"..............Slow recovery memory foam/Multi layers of luxury fillings
"does not need to be turned"..............................Turn regularly
"a luxurious super soft touch fabric".....................Looks like a polyester basket weave
Attractive brocade design on top.........................Nothing attractive about it at all!
Red stripe around middle...................................Grey strip round middle

The first thing I did was have a look at the Dreamland Beds website to see if what had been delivered was the same or of similar value to the one pictured on the mattressnextday website. Nope, none of the pictures bear any resemblance to the one on my landing. I even spoke to a pleasant young man called Shab who is one of the company directors who said that they don't do one with a grey stripe, mmm, interesting!

This is where it gets interesting. I finally got through to a young man called Adam at mattressnextday I explained what the problem was but got so cross that I took pictures of the mattress (without ripping open the packaging); I got blurry pics of the manufacturer's label (and a sticker claiming that our mattress was worth £1299) as well as the incorrect address label, and just so there could be no arguments I put one of the pics thro' Photoshop and put some labels on that pointed up the differences between what we ordered and what we got. I also sent them a screen shot of their own web page also highlighting the differences; then I sent off the email to Adam.

This morning my husband took a call from Adam who told him the mattress on our landing was exactly the same as the one on the website so by the time I rang him back I was pretty annoyed, we had a heated exchange where I accused him of treating me like an idiot and demanded to speak to his manager. This guy was called Andrew; he also told me that the mattress was what we'd order and there were often minor differences in the manufacture, I pointed out that the online information was completely different from the one I'd received, he insisted it wasn't, I told him I wasn't stupid and it didn't take a lot to read the description to know it was different, he said there were often slight differences again(!) at which point I hung up.

Having calmed down I decided the easiest thing to do was to return the mattress and get our money back. I spoke to one of the two As and said that this was what I wanted to do. He said 'Send the mattress back and we'll refund your money', I said 'I don't think so, you give me my money and I'll send it back, at which he said 'You'll have to pay to return it.' At which point I hung up before I used some really bad language.

I am about to complain both to Consumer Direct and send an email to Watchdog; apart from anything else they might be able to recommend a good customer care course that the staff at mattressnextday could attend.

Grrr... :mad:

isplumm

CrazyBikerGran wrote: »

So glad you guys are here! Found a fab mattress on the mattressnextday site, just what my hubby & I needed to replace our 15yr old one. It had a very distinctive & attractive look as well as a comprehensive description (see the mattressnextday site and the Regal Memory Airflow Mattress), we didn't really need the memory foam pillow as we already have them but it would be nice for visitors (just as well really cos it didn't turn up!). We were really impressed that it actually arrived next day especially as the house no on the address sticker was 92 not 102. It was only when the 2 delivery guys left (they carried upstairs for us) and I had a chance to check it out that I realised that it was nothing like the mattress I ordered:

Ordered..........................................................Arrived
Dream Beds Regal Airflow Regal Memory Airflow....Dreamland Beds Regal Gold Memory Foam
"springs and visco-elastic memory foam"..............Slow recovery memory foam/Multi layers of luxury fillings
"does not need to be turned"..............................Turn regularly
"a luxurious super soft touch fabric".....................Looks like a polyester basket weave
Attractive brocade design on top.........................Nothing attractive about it at all!
Red stripe around middle...................................Grey strip round middle

The first thing I did was have a look at the Dreamland Beds website to see if what had been delivered was the same or of similar value to the one pictured on the mattressnextday website. Nope, none of the pictures bear any resemblance to the one on my landing. I even spoke to a pleasant young man called Shab who is one of the company directors who said that they don't do one with a grey stripe, mmm, interesting!

This is where it gets interesting. I finally got through to a young man called Adam at mattressnextday I explained what the problem was but got so cross that I took pictures of the mattress (without ripping open the packaging); I got blurry pics of the manufacturer's label (and a sticker claiming that our mattress was worth £1299) as well as the incorrect address label, and just so there could be no arguments I put one of the pics thro' Photoshop and put some labels on that pointed up the differences between what we ordered and what we got. I also sent them a screen shot of their own web page also highlighting the differences; then I sent off the email to Adam.

This morning my husband took a call from Adam who told him the mattress on our landing was exactly the same as the one on the website so by the time I rang him back I was pretty annoyed, we had a heated exchange where I accused him of treating me like an idiot and demanded to speak to his manager. This guy was called Andrew; he also told me that the mattress was what we'd order and there were often minor differences in the manufacture, I pointed out that the online information was completely different from the one I'd received, he insisted it wasn't, I told him I wasn't stupid and it didn't take a lot to read the description to know it was different, he said there were often slight differences again(!) at which point I hung up.

Having calmed down I decided the easiest thing to do was to return the mattress and get our money back. I spoke to one of the two As and said that this was what I wanted to do. He said 'Send the mattress back and we'll refund your money', I said 'I don't think so, you give me my money and I'll send it back, at which he said 'You'll have to pay to return it.' At which point I hung up before I used some really bad language.

I am about to complain both to Consumer Direct and send an email to Watchdog; apart from anything else they might be able to recommend a good customer care course that the staff at mattressnextday could attend.

Grrr... :mad:

You need to read their website about returns - normally it has to be returned before they pay up - either reject under dsr or sale of goods act ..

BUT keep calm ... don't get angry ....

Mark

rustyboy21

I must be in a minority, But I ordered off matress next day a sealy orthopedice drawer divan approx 18 months ago and had a very good relationship with them.

The only snag I had was that I ordered it to be delivered on the 15th of the month as I needed to make space for it.

I was doing some work over in North wales this particular day and received a phone call from my OH. I was told that the bed had arrived by courier ( indeed it was actually next day !) , the problem was the courier brought the mattress in and put it in the hall, but managed to get the base unit stuck in the doorway and left!.

Other half couldnt close the door, couldnt push it out and the dog was stuck upstairs with no way of getting down !. I had to rush back home as it was beginning to rain. I got home just in time, pulled it back out of the doorjam, split the base units apart and then brought it in. ( dont know why the courier couldnt have done it.

I rang up to complain about the courier and why it was sent out too early. They apologised profusely and refunded me on the leather(ette) headboard I had also ordered as a gesture of goodwill.

Bed has been the best I have ever had and was a great price, only get a good nights sleep in it, campared to other beds I sleep in when away with work.

Just to trying to balance the view of the company image on here