For me the test is what happens when things go adrift. Ordered a mattress from them and when it arrived it had some delivery (or warhouse) damage - it happens! Contacted them by 'phone (& sent photos by email) and they promised a replacement. This was easier said than done as it was across the Easter holiday period. Replacement arrived exactly as promised (on the Saturday between Good Friday & Easter Sunday). Perfect! The staff were pleaseant to deal with and effective and their prices are competitive with the rest of the web. What's not to like?!
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