mattressonline.co.uk

JohnP2712_2

This is their new refund policy. Does not recognise the Distance Selling regs and rights under it and it is an attempt to close the PayPal loophole


9.1. MattressOnline.co.uk Ltd will refund the purchase price of the goods or services within 14 days of receiving and checking the goods are as new and complete - less any transport costs and a payment processing fee of 3.5% for credit cards and Paypal payments or £1.50 for debit cards.

Chickabiddybex

That's odd, PayPal refund fees if you refund a payment.

eyegt

All you have to do is google 'complaints mattressonline.co.uk' and you can see what a terrible outfit this is. It looks to me like they boost their profits by demanding extra charges and not providing information about deliveries. It is a terrible terrible service and the customer service department is staffed with the nastiest people... Really really unpleasant company. Avoid!

scttjhnsn

Hi,

I must say so far I have not had a good experience with MattressOnLine, I ordered a Mattress at £550 and confirmed the delivery and received confirmation of delivery.

After work the day before delivery I checked my emails, I had received an email from MattressOnLine at 16.10 the same day stating that teh mattress I had ordered was out of stock, however there was a replacement mattress available (only £60 different). As I had bought bedding to fit this mattress after receiving confirmation of delivery I had little choice but to except this alternative, so I replied that this option was fine and I was happy to accept this mattress and look forward to delivery as arranged the next day.

I received an email back stating that this mattress would not be delivered as arranged and I would have to call and pay an extra £60! I replied stating that I had taken a day off work in order to receive the mattress and thought asking for an extra £60 was not acceptable after such a late email the night before delivery. I replied with a couple of more emails asking for the order to be stopped and refund provided, at this point MattressOnLine stopped replying to my emails and when I called today the girl said they might get to the email sometime soon maybe today or tomorrow and would just have to wait, I explained the situation and she said well I can't give yo a refund over the phone and once it was investigated why I needed a refund it could take up to 5 days to receive funds. I said the reason is that MattressOnLine cannot deliver the mattress I ordered and as I had not received the goods required a refund so I could buy from somewhere else.

So far no refund, no phone call, no email!!!

Currently MattressOnLine have £550 of my money in their bank not mine and as I work in the credit card industry I know it does not take 5 days, hope they are enjoying my funds!!

Very unsatisfied with MatressOnLine and would never use them again or ever recommended them.

One final point I must point out that the girl from MattressOnLine that I called was very polite even if she couldn't help.

kabbes

I had a similar experience with mattressonline.co.uk as this poster of this thread. I placed an order, decided to cancel a number of days later when it was clear that mattressonline.co.uk had done nothing at all with that order yet and they want to charge me £21 for the honour of cancelling.


£21 for what? Credit card transaction, they say. But why are they taking £21 when they don't even have the mattress in stock yet? Highly dubious.

hsh193

I wish I had checked the posts on this website before palcing an order with this company.
I was expecting a delivery from mattressonline which basically turned into a fiasco. The performance and attitude of the delivery company they used, Panther Logistics, was terrible. Essentially I missed the first delivery because their driver turned up early and unannounced.They then they called me to arrange delivery later in the afternoon and never bothered to show up. I contacted matress online to cancel, but they insisted on charging me for "transport costs". Totally hard-handed customer services, not focused on customer satisfaction at all - they were quick to hide behind their T+Cs which states "If the goods have left our premises, transport charges will be incurred. The customer is responsible for all transport costs, it is the responsibility of the customer to return the goods using their own transport to the address at the bottom of this page. Please note: our transport charges start from £35 + VAT"...what this essentially tries to do is absolve mattressonline of any responsibility for any incompetence on the part of delivery company which essentially leaves the customer exposed in the event of a problem and having to pay the price.

This company would clearly rather hide behind their T+Cs and have the customer pay the penalty for poor service, than take the matter up with the incompetent delivery company they have employed. I've reported mattressonline to my credit card company - only way to deal with these people. A day off work wasted, and probably out of pocket too. Steer clear in my opinion.