mattressonline.co.uk

chrismm_2

Mattressonline are really not nice to deal with. They agree you canceled the mattress and then refund part of the money claiming that they tried to deliver the mattress 2 days in a row and you refused it then charge you for both deliveries at some stupid rate. The house was empty so they could not have delivered. I will take them to court and intend to do so. but I have never come across a company like this. I have always dealt with the likes of Amazon, Play.com etc, all great service internet providers. I did not review this company because I was not aware you should. My bad luck, I did think all these site were full of moaners, but when you get a company like Mattressonline you just feel the need to inform others how bad they really are. take my experince with them as a warning!!

Camsilla

I don't normally write reviews but I had such a terrible experience with mattress online I want other to know about their poor service.

I ordered a UK double mattress which was delivered to me before 1pm the next day- Great! Except that the mattress was wider than the frame. After double checking the mattress and the frame to see which was incorrectly sized, I realised it was the mattress that protruded on one corner and exceeded the standard UK double measurements. I phoned up mattress online who told me to document the fault via photos which should include a tape measure in the image to prove the measurement was out. I told the lady it would be difficult as the bed is huge but she assured me they would be able to zoom in and see the tape measure. I spend a good 45 mins getting clear images with help- which I sent off. I then received an email saying they did't prove my point and that I needed to take more. Take 2: I was leaving for holiday the following day but got up at 5am that morning to take yet more images - this time using my brother's specialist expertise. Send these off, and after conversations and emails, they finally agreed to let me exchange (no refund allowed) the mattress for another- NO APOLOGY. Got back from holiday, found another similar mattress on the site which cost £40 more. Paid for this over the phone and was told the mattress would arrive the following day (30th May) before 1pm and that the other mattress would be picked up before 5pm- they could not even allow me a clean swap for the disruption caused.

30th May: By 1pm mattress has not arrived. I email customer service who tell me they'd 'attempted' to call me earlier to let me know that the mattress has been damaged in transit and will not be delivered after all. I call up- tell them I still want the other mattress picked up. Mattress is not picked up before 5pm. 1 DAY WASTED WAITING AT HOME. I ask for a clean swap the following day.

1st June: By 1pm- still no mattress. They say the mattress will not arrive today and only apologise without giving reason. I tell them they have to do a clean swap by tomorrow or I will cancel the order. They tell me it's not possible to cancel the order. 2 DAYS WASTED WAITING AT HOME.

2nd June: By 1pm mattress has not arrived. I phone customer service and they say it should arrive withing half an hour. 1.30pm mattress still not here. By 2pm i phone up again- they give me a load of chat about it being the courier in charge etc etc and if I want to call the courier myself. I tell them that has nothing to do with me and they should be liasing with their courier company not me. Finally mattress arrives at 2.30pm. 3 DAYS WASTED WAITING AT HOME.

Basically a massive waste of my time and shows that Mattress Online have terrible customer service and bad communications with their courier service. Oh.... and they offered me 2 free pillows which I really could have done without. Wahoo.

I will never ever buy from them again.

Shout63

Wish i'd seen this before i made the mistake! Below is the text of a message i sent to this appalling company and above it their response. Surprisingly it took several days to reply,
Thank you for your email and follow up letter.
I have again looked at your photos and can see the width of the mattress appears to be 133cm.
Silentnight advise they work within a tolerance of 2cm and this mattress falls within this measurement.
If you are dissastisfied with the mattress you are able to return it for a refund.
No further action will be taken.
Regards,

Customer Service - Mattress Online

Thank you for taking the time to speak to me 6/9/12, 4.15pm. As you concluded I was not happy with your response to my query. I certainly was not "unhappy because you were not saying what I wanted to hear”, however I felt that customer service offered by your company fell far below the standard that I would have expected.

To reiterate what I have stated in numerous calls to your Customer Service Department since the 4th of September 2012.
The mattress your company has delivered 4/9/12 is not a 4'6" mattress, which is what I ordered, it is too small, it is 4'4" and does not fit the bedframe which is 4'6", all three of my previous mattresses have fitted perfectly.

We have been caused considerable inconvenience and discomfort by the delivery of goods by your company which are not as described (as per the Sale of Goods act 1979.)

My contract as a buyer is with you Mattressonline.co.uk as a seller not with the manufacturer. Whilst I appreciate there must be a "certain amount of tolerance because this is a hand made product" 2" is beyond any reasonable limit. The National Bed federation states the tolerance should be +/- 20mm not 2cm each side, I have pasted their FAQ from the link you provided to me.
· " Why isn't my replacement mattress the same size as my old one?
· Mattresses are essentially a "squashy" product and precision measurement is not possible. Bed manufacturers work to a generally accepted industry tolerance of +/- 20mm in both length and width. If you are buying a mattress to fit inside a base you should measure very carefully and explain that measurement is critical to your purchase."
There is an unreasonably large gap between the frame and the bed, photo enclosed to assist as you were unable to locate those previously sent.
I wish you to collect the faulty mattress and provide the ordered product without delay and within the next 3 working days. (As per the Sale of Goods act 1979)
I certainly do not, as suggested by yourself at the behest of your director Mr Kelly, expect to have to arrange and pay for a courier to pick up an item which has been delivered faulty and which you have been fully aware of since 4/9/12.

The upshot was that we had to pay £59 to have the mattress taken back to Rotherham 21/9
We finally after chasing and chasing got a notification that a refund had been paid on the 9th of October.


In the interim we have dealt with another company totally beds who were the complete opposite, they were appalled at the way we had been treated. Went out of their way to help us and measured every double mattress in the store. They confirmed they were all 4'6" and were surprised at the lack of inches in the one we had ordered. We ordered from them and surprise it was a perfect fit. They even helped us to source a courier to return the 4'3" mattress.
I have bought from mattress online before and had no problem but a mattress that is sold and advertised as a 4'6" and then turns out to be a 4'4" is not what i needed.
I would not advise anyone to use this company.
We have subsequently measured all the Silentnight mattresses in a local retailer, none of them were 4'6"! They are still advertised on the mattressonline website as 4'6"

Pinkypants

The trouble with regarding mattress sizes is that some work to Metric 135cm like Silentnight and some still work to 4ft6, which there is a little difference. Add on top of that the tolerances allowed and they can be quite different sizes.

Mattresses should really be sold as Single, Double, King and Super King. But most companies will still state 3ft, 4ft6 etc...... So they try not to confuse.

90cm, 135cm and 150cm most people will not make the connection.

Shout63

The trouble was that having pointed out that the mattress did not fit regardless of size advertised their attitude was tough.
Another more customer orientated company might have attempted to rectify the situation, Mattressonline.co.uk unfortunately were not that company.:(

Mugged

We are all having to watch every penny nowadays so it is a hateful thing when a company is able to take your money, not deliver its commitments and not give you all your money back.
I ordered and paid for a mattress with Mattressonline.co.uk specifying a delivery date. I received a despatch confirmation committing to deliver the mattress between 07:30 - 1pm on 18/10/2012. I had to take time off to be home to receive delivery which again is a cost to me - don't work, don't earn.
1pm on the day came and went. I called Mattressonline.co.uk customer service and explained their failure to deliver as they had commited to me in their dispatch confirmation. All I received was a very well practiced, indifferent and hard faced response. They had no idea what had happened to my deliver, where too busy to find out (but I could call their supplier if I liked!) and they were not accountable for failure by their courier. They offered no apology or alternative remedy, and it was up to me if I wanted to cancel.
I gave them two alternative options (verbally and via email) to deliver stating if they were unwilling or unable to address the issue by taking these options then I required a full refund due to their failure to deliver, I could not afford to waste time and money due to them. They ignored both options and told me I had to write to them if I wanted to cancel. I did, making it clear on what basis I was cancelling and expected full refund. I was then told by them that I would have to wait up to 30 days and would not get full refund - I had to pay them for return transportation. The goods where never delivered and they are taking a charge for transportation of £42 from me!
Since then they have completely ignored me and my correspondance to them. I have pointing out they are not operating in accordance with DTI Distance selling regulations - in particular clause 3.35 and 3.46 - regulations which there own MD has gone on record that they follow I have also corresponed with one of their directors and am still I am ignored and they continue to quote their conditions of sale at me.
I tried to buy the best mattress I could afford. I have no mattress and have been taken for £42.
This company is disgusting. I warn you not to use them.
Given the number of negative posts about them you would think there is some redress against them and their questionable business pratices.

unholyangel

Mugged wrote: »

We are all having to watch every penny nowadays so it is a hateful thing when a company is able to take your money, not deliver its commitments and not give you all your money back.
I ordered and paid for a mattress with Mattressonline.co.uk specifying a delivery date. I received a despatch confirmation committing to deliver the mattress between 07:30 - 1pm on 18/10/2012. I had to take time off to be home to receive delivery which again is a cost to me - don't work, don't earn.
1pm on the day came and went. I called Mattressonline.co.uk customer service and explained their failure to deliver as they had commited to me in their dispatch confirmation. All I received was a very well practiced, indifferent and hard faced response. They had no idea what had happened to my deliver, where too busy to find out (but I could call their supplier if I liked!) and they were not accountable for failure by their courier. They offered no apology or alternative remedy, and it was up to me if I wanted to cancel.
I gave them two alternative options (verbally and via email) to deliver stating if they were unwilling or unable to address the issue by taking these options then I required a full refund due to their failure to deliver, I could not afford to waste time and money due to them. They ignored both options and told me I had to write to them if I wanted to cancel. I did, making it clear on what basis I was cancelling and expected full refund. I was then told by them that I would have to wait up to 30 days and would not get full refund - I had to pay them for return transportation. The goods where never delivered and they are taking a charge for transportation of £42 from me!
Since then they have completely ignored me and my correspondance to them. I have pointing out they are not operating in accordance with DTI Distance selling regulations - in particular clause 3.35 and 3.46 - regulations which there own MD has gone on record that they follow I have also corresponed with one of their directors and am still I am ignored and they continue to quote their conditions of sale at me.
I tried to buy the best mattress I could afford. I have no mattress and have been taken for £42.
This company is disgusting. I warn you not to use them.
Given the number of negative posts about them you would think there is some redress against them and their questionable business pratices.

There is.

You can a) report them to trading standards and/or b) file a claim against them at MCOL (small claims process).

edinburghchick

I really wish I had looked at some of these reviews before purchasing a mattress from Mattress Online. This company is by far the worst company I have ever had to deal with. I paid £17.50 to secure a Saturday delivery, when the mattress arrived I barely had time to check the packaging before the courier driver was forcing me to provide a signature. As it turns out when I removed the packaging the mattress was damaged. I sent a photo to the company within an hour of the delivery and they told me I couldnt get a refund as it was my fault for signing for the delivery!!!!! And since then I have had to fight tooth and nail with them and still got no where. Absolutely shoddy company please do not waste your money on them, I am currently following up with Watchdog and Trading Standards therefore I would encourage anyone else who has had the same problems as me to post on this page. They cannot continue to behave like this!

Pinkypants

What a waste of time they are. You only signed to say that you received the item.

norm_

Why does this company have the following T&C?

All orders are inclusive of a non refundable card processing fee of 3.5% for credit cards or £1.50 for Debit cards.

I don't know of any other company who makes up such a bizarre term in the event of cancellation.

If you cancel the order outright without them dispatching any goods, you'd be entitled to 100% refund.

Secondly, if you did process a return the credit fee would be a percentage of what they eventually charged you, not what the total cost of the order was to begin with. And besides that the DSR makes no mention of fees being allowed other than return carriage.