mattressonline.co.uk

rchddap1

Debt_Free_Chick wrote: »

On that link, the £25 charge for Saturday delivery is stated and also the link confirms that a redelivery charge will apply, if you are out and you have booked a specific delivery date. In this case, the OP was out when delivery was made. Although there was no redelivery arranged, as the OP had, by then, cancelled the order.

Looks like the OP ordered in haste, arranged specific delivery on a Saturday, but then simply changed their mind. I have some sympathy for the retailer, here

Sounds like the poster and the company should talk. Suspect the fair thing to do is somewhere in the middle. Don't think the poster should pay nothing...but equally think that what the company is demanding is unfair.

Its those delivery charges that are in question. Especially when the only delivery charge mentioned is the £25 for a Saturday delivery. Everything else is free...why would anyone expect to have to pay an additional £70 when there are no other delivery charges listed?

wantmemoney

Debt_Free_Chick wrote:

On that link, the £25 charge for Saturday delivery is stated and also the link confirms that a redelivery charge will apply, if you are out and you have booked a specific delivery date. In this case, the OP was out when delivery was made. Although there was no redelivery arranged, as the OP had, by then, cancelled the order.

Looks like the OP ordered in haste, arranged specific delivery on a Saturday, but then simply changed their mind. I have some sympathy for the retailer, here

yes so do I, but not a lot.
It's the responsibility of the internet trader to ensure the prices and charges are prominant clear and transparent on their web site.

firstly

First and foremost MattressOnline.co.uk do not charge you any delivery costs, every item on our website is delivered FREE anywhere in the UK mainland.

yes it mentions the £25 Saturday delivery charge. It also mentions a small redilivery charge.

But this does not imply in any way there will be a large
£112.87 cancellation charge

Blacksheep1979

Yes the op made a mistake and should have maybe checked that the matress would fit in the room - but the sellers have also made a mistake by not putting up costs of returns on their website. Unfortunately for the seller the law sides with the buyer.

jamescu

rchddap1 wrote: »

Sounds like the poster and the company should talk. Suspect the fair thing to do is somewhere in the middle. Don't think the poster should pay nothing...but equally think that what the company is demanding is unfair.

Its those delivery charges that are in question. Especially when the only delivery charge mentioned is the £25 for a Saturday delivery. Everything else is free...why would anyone expect to have to pay an additional £70 when there are no other delivery charges listed?

That's what I've been saying to them - I don't mind if they charge something for the delivery they tried to make, but I'm not letting them get away with charging the full price of the mattress for trying to make one delivery. They're effectively penalising me for cancelling the order and trying to et away with charging me the full price anyway.

jamescu

I'd also like to point out that they've taken the trouble to post on here where they're getting bad publicity, but not had the courtesy to respond to the last two e-mails I've sent them. They will basically refuse to refund you if you cancel an order, and then ignore your complaints.

Blacksheep1979

Have a read of the distance selling regs James - they have 30 days to refund you after you reject the goods, even if they haven't collected them.

Honeydog

If they are charging you those extortionate prices for taking it back you'd have been better keeping it and flogging it on fleabay.

Thanks for the heads up though. I won't be using Matressonline anytime soon.

lesterp

I never go out of my way to write a bad reviews but I have had a shocking experience with mattressonline.co.uk and feel that if I save even one person from a similar experience it will be worth it.

I ordered a mattress and was explicitly told my payment was accepted and that I could expect delivery before one the next day. No problem, I took half a day off to receive it. After it failed to arrive I called them twice. The first time they asked me to wait until 2:30 and the second they said they would check with the courier and call me back. Of course, they didn't. When I called them a third time I was suddenly told that there was a problem with my payment and that the mattress was never actually dispatched. No other explanation as to why I had been misled or apology. After calling my card company to make sure they really hadn't taken any money I cancelled my order.

Back to work at 3:30. Half a day wasted and left feeling a right mug.

Avoid!

Tim_Deegan

I posted a long and detailed answer on this thread the other day, but it seems to have gone. I can't think what could have been wrong with the post in which I didn't break any of MSE's rules.

It would take me ages to type it all again. Does anyone have any idea where it has gone?

hollydays

Are they a competitor of yours?
Edit-feb 2011 TIMDEEGAN PPR'D -posting priviliges removed