mattressonline.co.uk

sjlou

time to bombard their twitter feed with complaints??

@mattressonline

younasm

I eventually got my mattress from Mattressonline.co.uk. The scheduled delivery time was missed, so I chased up and was told to wait until the evening (couriers are busy and will deliver late into evening). I chased up again when nothing arrived by 5:15pm, only to be told that any missed deliveries will be handled on Saturday.

On Saturday 29/12/12, I waited around - still no delivery. I had been updating customer service by email after every phone call (to log the conversations) -- did not get any acknowledgement.

Finally, today, Monday 31/12/12 - I got the delivery at 09:30am. The courier apologised for not delivering on Friday. I informed Matrressonline.co.uk by email to customer service.

No response - and they have ignored my request for compensation for breaching their promised delivery date/time.
Not impressed with customer service. Actual product seems fine.

I will go elsewhere for next mattress (needed two -- but felt it was better to order one at a time -- in case of product quality issues).

All the best for 2013.

LinL

After being happy with a previous order I would never order again from this company after this experience.
I ordered in plenty of time for a Friday delivery (2 weeks previously), rang the night before to confirm delivery. Waited in all day and no bed arrived. Phoned again at 4.30 pm on the day and was told the bed would be delivered before 6pm, if there had been a problem with the delivery company they would have notified me. Rang again Sat. morning to find no help was available until Monday when someone would ring me back. No one rang Monday so I rang again. Was told the bed was delivered on the Friday and a card put through as no one was home. This was a lie as there was someone in all day. Bed was finally delivered on Monday afternoon and the delivery men said that they had not tried to deliver it on the Friday and not put a card through as the van had broken down. Mattress Online refused to compensate me for 2 days of wasted time, numerous phone calls and 3 nights of finding alternative sleeping arrangements saying that it was the delivery companies problem and not theirs. The bed frame was then found to be marked and I was offered a £25 refund as a replacement could not be sent out until March. This is another lie as the web site, plus 3 other sites, still have it available for next day delivery. To add further insult to injury there are 2 bits missing off the frame. When I ordered it originally it was available at £50 cheaper on another site. I decided to take the offer of the price match this company advertises, I was told that although it met the criteria for the price match the manager would not honour it as it was too much money until I informed them that I was also going to buy a mattress. I wish I had stopped at that point and gone else where. It remains to be seen if I will get my £25 refund and if I will ever get my 2 missing parts.

Pinkypants

This is too common everywhere I am afraid to say.

We only have ourselves to blame as consumers, we keep driving prices down and further down. Whilst demanding better customer service, when prices are profits are cut it's the customer service that suffers.

You get what you pay for, not only cost of the product but service as well. That's why John Lewis and alike are doing well. Mid range price points for their products, backed by very good customer service.

Who on here is willing to pay 10% extra (Compared to very cheapest) on a product for 100% tip top customer service?

aron2000

If I read the posts I would not have bought from MattressOnline. Here is my bad experience with them.
I have ordered a double size mattress from MattressOnline. They delivered the wrong size. Unfortunately I have not asked the driver to return it immediately. I did not open the item and contacted MattressOnline. I asked to exchange it and even contribute towards the delivery. They were unhelpful, declined and claimed their driver is not insured for taking the mattress back. They asked me to send it via my own courier and risk a refund or a swap if it gets damaged. I could not risk it, so I had to put the item on EBay.

stesilc

why do the retailers allways try and make a buyer feel bad

JohnP2712_2

I ordered a mattress from these jokers. My wife decded on another mattress 30 mins afterward I cancelled immeadiatly and being a nice person re-ordered also from them as I felt this was the right thing to do. Two things happened. They credited me less their credit card charge even though I had paid using PayPal. Second their website messed up and I ended up ordering two new mattresses. I phoned them and they kindly credited me half the double order but insited they could charge me for the cancellation.

Having ordered via PayPal I started an argument with them under the despute process. I sited that their T&C's did not cover PayPal payments only credit and debit cards. They then bizzarley claimed that PayPal was a credit card transaction. I also quoted the relevant cluases of the DSR and they claimed they could charge cancellation fees even though the item hadnt been sent out but could not explain which clause allowed that.

In the end they said they were charging me and that was that so I launched a formal re-credit claim and PayPal found in my favour and I have the £7.70 back from them.

These guys are idiots. I wont go near them again and all for £7.70!! Idiots. And they are very rude.

simonbbc

Normally I do not want to leave any feedback of any sort for people but this has to be done.
Ordered from mattress online on the 25th September 2013
The mattress arrived damaged, so I sent images in but was told I had t unpack it and take images of it on the bed frame that it was going on ???? Why I here you ask, I have no idea... other than time wasting.
So once these images were in they said they had to go back to the manufacturer to authorise a replacement.
This took over 3 months and now I have ordered another mattress from another company that had no trouble sending a mattress that was in NEW condition.
The company was extremely rude and started shouting at me when I stated the various laws governing the policies that they were obliged to follow and claim that there website policies overruled the Sales of Goods ACT and Distance Selling Regulations.
I am now left with a mattress that I do not want or need and one that they WILL NOT under any circumstances accept a return and a replacement, this is all that they can offer but given the time of my first notification which was within 7 working days these laws are design to protect the myself the consumer and clearly state that I have the right to cancel my purchase if I notify them within this time.

I am not impressed and do not know how companies like this can operate... I wanted to let as many poeple know that this is how this company feels they can treat customers.

gazza123456

This company thinks it can do what it likes by hiding credit card charges in terms and conditions. Any civil court judge and trading standards official knows you have to publish the fact that you are being charged for using a card and publish it clearly, not hidden among lengthy t and cs.
What is also interesting is i think the company makes different charges for debit and credit cards. But this option is not available to the customer because no message regarding charges is apparent at the buying stage. It only appears in your receipt.
I had to cancel my order and did so within 10 minutes of making it because for some reason the mattresses came up as regular rather than firm. I cancelled the whole order when I saw the credit card charge and later the online company reviews.
This company thinks it can make a £16.97 non refundable charge on card payments for a £400 plus order which has been cancelled a few minutes later.
What reputable company would ever do that.......M & S, John Lewis? No, because they are reputable, while Mattress Online (and the other webtitles it has) isnt.
Of course they think they are abiding by the law by burying everything in T and Cs but of course they are not.
I will just get the money back from my credit card but I'd love to add this company to my lengthy list of civil court cases (which also included Parcelforce, Apcoa car parks and Currys before they coughed up).
Its so unfortunate this this great country has so much s...t customer service.

paulprobyn

I have joined the MSE forums just to share my experience of this awful company. If we had read these posts we would not have bought from them. We ordered an expensive bed and mattress because we were told that they would deliver the next day. This was essential because our daughter was moving into a new flat and urgently needed a bed. If there had not been such a degree of urgency, we would have ordered something similar elsewhere at a lower price.
When we unpacked the bed, we found that only half had been delivered. We rang them and were informed that they would re-deliver the next day, Saturday, hopefully in the morning. We waited in all day, calling them regularly, but no delivery occurred. Our daughter waited in on the following Monday. The couriers delivered the bed but as it was delivered late when there was no help around, it would have been decent to help her take it up. She carried it up all by herself.
We had to spend three days waiting in for the delivery, and our daughter had to spend the first three nights in her new home without a bed. We spent hours on the phone, mostly on hold. They deny that any of this is their responsibility, and refuse to consider offering compensation. Avoid them at all costs.