Just like to say thank you for such fantastic service...Ordering was easy, the lady who phoned me to confirm delivery was so very helpful & pleasant ... even the delivery driver was friendly and helpful as wife was on her own with the heavy boxes.....All parts there but Bed took a bit longer to assemble than I hoped (an ottoman) but seems solidly made and works well....Many thanks again, and if anyone asks me about beds I will point them at your web-site! Such a refreshing change in this day & age I can't speak highly enough of your service!
I ordered 3 metal beds from this company and received them on 6th of March 2013. 2 of the beds fell apart within few months. My tenants went and bought 2 other wooden beds and replaced these poor quality beds, however they didn't tell me until few months later as they were worried I would be upset. I contacted the company in 26 September and told them that the beds were of poor quality and not fit for the purpose and fell apart within few months. I asked a refund under The Sale of Goods Act 1979 which makes it an implied term of the contract that goods be as described, fit for purpose and of satisfactory quality.
I received a response from [Name] saying that she had spoken to Trading Standards about this and by law they were obliged to repair or replace any broken parts within the beds 12 month warranty period and asked me to send across pictures of the broken bed frames so can get the replacement parts to me as soon as possible. I sent her the pictures and she comes back to me saying that she had spoken at length with Trading Standards about this and they have said that unless there was a problem reported within the first 6 months of the bed being purchased, any problems that have occurred after 6 months need to be proven by the customer that there is a problem. (I don't understand what more I could prove than showing the pictures and offering for broken beds were available for them to collect and inspect)
She also stated that the Trading Standards state that if a customer should report a problem within the first 6 months then its down to the manufacturer to prove that it ISNT a manufacturing fault. If the problems are reported AFTER 6 months, its down to the customer to prove that it IS a manufacturing fault. ( what a load of rubbish!!!) She went on saying, that I was welcomed to email in additional photos to prove that what's happened to the bed is a manufacturing fault and she would happily send it to my supplier for them to look at. If I didn't then she cant help me anymore at this point and unable to refund or collect.
I was very upset with her lack of care. I wrote to her on the 31st of October saying that I was not an expert on beds, all I knew was that the beds should have lasted for at least 1 year and they didn't, obviously they were not of satisfactory quality. That is what the Sale of Goods Act 1979 says: If there's something wrong with something you've bought, you normally have the right to return it and get all your money back.
I also told her that I bought the beds online, as had I purchased them on store I would have taken them back so they could see that they were faulty and of bad quality. I warned her that I would make a formal complaint against them if they didn't refund me the money. From 31st of October I have never received any further correspondence. Very disgusted with this company. A rip off. I warn you to be careful and if possible avoid buying from this company as you would be disappointed.
This is such a lack of respect. I waited all day and nobody turned up.
I went away for half an hour and ask my friend to stay here for me.
All that hassle for what? no delivery, no calls , nothing!
We were looking for a Super-Kingsize metal headboard to finish our newly decorated and furnished bedroom. We had searched local high street stores and bed centres within a 10 mile radius of our home but found nothing we liked. We searched online and found the Monsterbeds.co.uk. website and instantly saw the headboard we wanted. Just to make sure we checked other websites for the identical item but Monsterbeds price was best by far and included free delivery.
Checkout was really easy especially as we could pay with Paypal. Also at checkout we found there was an extra 5% off what we had expected to pay (a January special I think), After ordering we were contacted to arrange a delivery day to suit us and a safe place for the courier to leave it should we not be in.
All in all, an excellent buying experience. We got exactly what we wanted - a good quality product, within a couple of days of ordering, at a bargain price, with free delivery and helpful friendly staff. What more can I say but "Thank you all at Monsterbeds.co.uk" and "Buy here with confidence" to anyone looking for a bedroom bargain ;)
After having some problems getting my mattress supplied and delivered I was left without the one I wanted particularly due to supply issues, the director has since phoned and apologised personally about this. It was obvious he cared a great deal about customer satisfaction and his companies reputation (which is a rare thing these days). He's now arranged for me to get the mattress I was originally after (with no extra charge), as well as keeping the old one so I couldn't be happier. After being reassured my issues were a one off, and that they take customer satisfaction seriously, I genuinely believe them as they didn't have to call me to sort anything out, that was their decision. Would order from here in future my faith in them has been restored as a customer.
To sum up I've come away quite happy and reassured that there are companies out there that still care about their reputations and customers!
Belinda Burkey found this review useful
It is not often that I leave a review for a product or company. But my recent dealings with monsterbeds.co.uk have been so positive I thought I would write a little something down. I ordered a bed on a Monday morning, last Monday in fact. It arrived promptly the very next day in the afternoon. I saw the website online and was having a little trouble entering my details so I phoned the company and ordered via the phone, they were so polite and helpful. If only every business was this polite and professional. So therefore I recommend monsterbeds wholeheartedly .
I ordered a bed and a medium/firm rated memory foam mattress from Monsterbeds a couple of years ago - no problems.
Two years later the foam was starting to lose its support so, as I suffer from chronic back pain, I ordered another mattress but this time I decided to go with a Firm rating rather than Medium/Firm. Unfortunately the mattress I received was actually Very Soft - much softer even than the 2 year old 'Medium/Firm' mattress that we were already using! I contacted Monsterbeds by phone and after explaining the issue I was told to email it all through to them. I did this but heard nothing back. After waiting for 3 weeks with absolutely no response I phoned 4 times in a week and each time I was told that the person I needed was currently 'away from their desk' and would call me back ASAP. The last two people I spoke to told me that they personally would investigate and get back to me - none of them did.
Eventually I wrote a formal complaint and sent it to the head of customer service. Still no response. After a handful more phonecalls and emails, long story short I eventually got somebody to agree to exchange the mattress, this time for the same model Medium/Firm mattress that I had originally ordered 2 years earlier, and they would refund me the difference in price (£70). I wasn't completely satisfied but I accepted anyway as I was getting very fed up with chasing them and just needed a mattress.
This replacement mattress was the same manufacturer, model number, description etc. as the one I had two years ago (a super king size Breasley Postureform Deluxe), however the product I received was COMPLETELY DIFFERENT! It was extremely soft (again much softer than the 2 year old one we already have) and even looked much different. I got back in touch with Monsterbeds and they told me that their suppliers "have the right to change product details" and basically that it was hard luck on me. I suggested that this might be true for minor details such as appearance, removable covers, etc., but they shouldn't be describing a Very Soft mattress as a Medium/Firm one. Even if they do make significant changes then they should not use the exact same product description, model number and keep a misleading firmness rating, etc!
I've now been chasing Monsterbeds for five months (no exaggeration!) with this disagreement, even quoting the Sale of Goods act to them as the product I ordered has been misdescribed. I have been lied to time after time that they would call me back - they never once in all these months returned my call. I have not received my partial refund of £70 from the replacement mattress, which they promised 3 months ago. Even after assuring me that they would process it "as a matter of urgency" it never came through. The last I heard from Monsterbeds was around a month ago when they (finally!) collected the second mattress from me with promises of giving me a full refund. Right now I have not received either the partial refund or the full refund, I do not have any mattress, and I am extremely frustrated and appalled at how bad customer service can be.
They have now had my £300 for almost 6 months and I still do not have a Firm or even a Medium/Firm mattress that I originally ordered, or the refund that I have been promised!! I will have to get this resolved through my credit card company and/or a solicitor but I would strongly recommend NOT using this dodgy company. Their customer service is the worst I have every come across with any company in any industry in my whole life!
You have been warned!
Poli found this review useful
Firstly, I hate buying beds but it’s a necessity that has to be done every now and then. So I googled beds and monsterbeds came up and I quite liked the name so I went to their site. Firstly they had loads of beds and mattresses, I mean loads. But the reason I am writing this is because I purchased one of their “combo deals” which I must say was a complete and utter bargain. I wanted to ask a few questions and phoned the sales people; they were friendly and very helpful and told me the bed would be here today. I didn’t really believe them as I thought it may be asking too much but this morning it arrived and I have just made it and set it up. Its brilliant.
So 10 out of 10 to monsterbeds. I will definitely use them again.
I placed an order and decided to cancel same day, monster beds contacted me to assuring Saturday delivery which it doesn't say on website. I was told payment will take 30 days to be refunded, I have since then sent 3 emails that hasn't even been responded too neither an cancellation confirmation sent despite contacting them via phone to request a cancellation email. In they end i did receive a call confirming the cancellation, would be better if this is communicated quicker to reassure customer. Overall appreciate that company acknowledged my concerns, products and prices are competitive, will definitely try again! Hopefully it will be better experience.
I ordered a bed from Monster beds and it arrived very quickly. Unfortunately it had been damaged in transit. I phoned the company and they sent out replacement parts straight away. They were very easy to deal with and very helpful. Would recommend them and will use them again without hesitation.
i would like to start by changing my stance on this company after a few errors on my purchase , first i would like to thank [Name] for contacting me on my problem and for resolving it aswell he could not apologise enough for the problems i had accured and it seemed it was just a bad collegue that was dealing with my issiue and he had been dismissed , so they have said they will peplace my 2 matresses as they must of been faulty , so once again a big thank you to [Name] and monster beds for helping me resolve my problem and would recomend this company to buy from as the service is very fast and products are good just my luck i had a faulty matress
I ordered a bed from you for my son.
It arrived the next day.
Its brilliant - he loves it, and it was easy to assemble.
Great service and excellent priced product all round, cant fault it.
As an online retailer, this is how I try to run my business, and I hope I
can match your service - well done!
I recently ordered a bed through Monsterbeds and was able to arrange my delivery date.It was ordered on the Thursday and came on the Monday 2.4.2012 as requested.The delivery driver was very pleasant and helpful.When we attempted to assemble the bed we thought that there were bits missing but upon calling the office to check it was explained to me that the other bits were zipped inside the headboard.The lady on the phone was really friendly and helpful.As i said in my original e-mail i would most definately order from you again and would recommend you to family and friends keep up the good work
hi, just wanted to let you know how pleased we are that we decided to order our new bed with monsterbeds! we were looking to upgrade to a superkingsize bed and were expecting a very expensive price as a matter of course. We were amazed at the prices you offer, and found the perfect bed for us at a price we never imagined. We were worried that when it arrived ( which was next day and free as promised) that perhaps the quality of the bed may have suffered due to the low price. Not a bit of it though. Its a beautiful bed and so easy to put together i couldnt believe it. I cant even put up a shelf, but did the bed no problem. To finish i would like to recommend monsterbeds to anyone and everyone, and no i didnt get paid to write this review!! greg amor, staffordshire.
We ordered a superking Serene Edwardian Black bed frame from monster beds. We found the company to be very informative when we phoned up with an enquiry prior to ordering. The bed frame arrived within a couple of days on the date stated and we found it was of excellent quality. We will definatly recommend the company to others.
I am so impressed with this company. Excellent value for a leather look bed frame, £104 including free NEXT DAY delivery. You can't get better than that! When the bed arrived I thought it looked black rather than brown but the customer service chap was so helpful and was super willing to fix problems. All I will say is that their dark/chocolate brown is very dark but still, I am very happy with this company and absolutely would recommend to a friend...have already done so to three!
Came across this company when looking at many others on the internet, including e bay. decided to take a look. what a surprise i got. the range of beds etc. is fantastic. i was looking for a small double bed frame. i already had a good mattress and had found the small double size to be quite hard to get. how wrong i was with monsterbeds. the choice i had was superb. I opted for the Serene Neptune silver metal bed frame. i duly ordered it,and a couple of days later got a call to say it would be delivered (free i may add) on the Tuesday of the next week. well, what a surprise i got when it was delivered on the Monday. The Courier man was very very pleasant and helpful indeed. He carried it into my house, as i have a bad back, without any hassle. SUPERB .I must say the bed was very easily put together, the instructions were clear and most of all the bed is very sturdy indeed. I am so glad I bought from Monsterbeds. They obviously take Customer Service very seriously indeed because if you go into about us - there is every phone number, e mail number, customer services etc. you could require should you have a problem. A rarity on the internet. all too often companies take your money and do not want to know, should you have a problem.. I am so pleased i found them. i will most certainly deal with them again and the prices are unbeatable as is the quality.
There's people that are too quick to complain, therefore I would like to give some positive feedback to Monsterbeds.
After a disappointing start as I ordered 2 different headboards which both proved to be out of stock I was offered a replacement headboard which was delivered this morning and I am absolutely delighted with it, it really enhances the room and the quality of the wood is fabulous. I would like to thank all the staff who helped me when I called who were both pleasant and very helpful.
Thank you so much Monsterbeds you have made my day and I will certainly recommend you and will buy from you again in the future.
we are quick to complain when things go wrong, but forget to mention the good service we receive. I had cause to deal with the after sales team as I had an item that was faulty, and let's be honest it's not the fault that's the issue but how it's dealt with. I cannot praise monster beds enough as the whole issue was dealt with in a professional, friendly manner and the replacement part was received within 3 days of my email to the after sales team. not only that they called me back to let know when the item would be due and who the carrier would be. if only more companies would live up to their standards. I highly recommend them to anyone as the original delivery of the bed was an easy transaction also. well done.
Thank you for the excellent service we received with our order for 2 sets of the corona range bedroom set. We received our order in the time limit specified, your customer service was very good and the quality of the furniture is excellent well worth the money and it looks more expensive than it was.I will certainly recommend monster beds to friends and family and will be purchasing further items to complete my bedroom in the future.
A very satisfied customer
I ordered a divan online at a good price....paid the money and waited. I then got an email telling me that as I live in Scotland there would be an extra 65 gbp to pay, I said I didnt want it anymore. The wouldnt let me off the phone until they had haggled the price of delivery with management (yeah right)...SO I paid an extra 20 gbp. Then they couldnt deliver for weeks. I said this is unacceptable, so I said I just want to cancel.
8 weeks after I ordered I still had not received the money back, I emailed and emailed, called and called, I finally got the divan money minus 5% cancellation fee, the delivery charge they say has bee paid to me and is now out of their hands, It has still not been paid back to me.
I would never use this company again and advise anyone else not too, especially if you live in Scotland, because once they have let you buy onine and then spring the high delivery cost on you, they have the liberty to charge you 5% for cancelling..
Purchased a 'Birlea' Faro silver & black 4ft bed in May 2011...Never again!!!! We actually needed 3 replacement bedheads as the 1st was poorly assembled and damaged. Subsequent replacement bedheads arrived after being assurred by Monsterbeds that they would personally check replacements. Each one worse than the original. A cheap, nasty product and very badly made. Monsterbeds have always shown concern and have returned my messages left on their damm answering machine, sometimes within an hour but mostly at the end of the day or next day. More than 2 months later, we have now requested a bed by another manufacturer. I am currently waiting delivery today, having had to take yet another day off. Hopefully this will be better quality, otherwise I will have no choice but to request a refund and go elsewhere. To summarise, discounted beds and frames, but be careful your not compromising on quality, as Im beginning to think that you get what you pay for, rather than getting a bargain. Can't fault the Customer service or the delivery drivers.
Dean Newman found this review useful
Had a problem assembling the bed base we bought, so rang Monster Beds requesting help since no diagram or instructions are included nowadays. Spoke to James Minor who went out of his way to help. He even emailed me with photos he took with his own mobile phone of the same bed base in the showroom. Unbelievable customer service! The photos really helped and we soon had the bed base assembled. I cannot thank James enough. Without his help we would still be struggling. I will not hesitate to recommend Monster Beds to anyone. Delivery and packaging were spot-on and the price was far less than anywhere else we had looked at. Many thanks. Will definitely use this company again.
Initially we were unhappy with our purchase. From one telephone call we were treated like valued customers. Monster beds went out of their way to provide us with a replacement headboard. We were constantly updated by telephone and called after delivery to check we were happy. I am very impressed with the customer care: I don't think I have ever experienced such good service as a result of a complaint. Well done and thank you to Monsterbeds.
Brought a bed and had it transported to Bulgaria still packed. opened it 8 months later to find a small part missing, contacted the company expecting to pay for the part after all this time. But to my surprise they really put their self out to find the part which they got the manufacturer to send me. They could not have been more helpful. Now this is what I call good old fashioned customer service.
we bought paroda single bed and mattress came within 2 weeks fast prompt delivery service sent me e.mails letting me know order had been processed , payment taken , then i got a call to say bed was to be delivered on such a date excellent service bed fantastic little girl loves her grown up bed thanks so much
I recently purchased a bed for my daughter which was delivered when promised. The bed was extremely good value for money and very well made. It is far stronger than one I paid hundreds of pounds more for.
We assembled the bed (which was very easy). We did have a slight problem with the headboard (faux leather) being creased. When I contacted the Customer Service Department, James was so helpful, nothing was too much trouble for him. James has arranged a replacement headboad to be delivered.
I would certainly buy from Monster Beds again and would recommend to friends and family.
From the initial contact via email with customer service to in between phone calls and delivery, I have been delighted with the service and the product. Everyone was friendly and helpful and, as is most important to me, the communication from the company was helpful and informative. The headboard I ordered looks wonderful and seems to be very good quality.
Cannot praise enough! Thanks Monsterbeds - would definitely recommend you and/or use you again.
I recently bought a headboard from Mosterbeds and from start to finish the customer service had excellent communication with the customer. The delivery was adviced ahead of time. The delivery guy was very pleasent and the product was the best bit!
Heavy quality wood and to an excellent finish and very sturdy.
Well done you!!
Following our complaints to the aftersales team (James in particular has been very helpful in assisting with resolving the issues), the issues detailed below have now been resolved. James assisted in organising replacement parts to be sent to us as well as additional instructions which now means our bed is fully working.
However, i would suggest that to have avoided these issues in the first place (and us being left without a bed for 6 nights), the additional instructions are sent out with the standard instructions, and that issues about the quality of workmanship, as well as delivery of replacement parts are discussed with the manufacturers.
We recently ordered a new gas lift ottoman bed frame from this company as it was about £100 cheaper than other companies. A delivery date was arranged for Tuesday 10th May 2011 - my husband booked a day off work. On Monday 9th May, he received a phone call to say the bed was actually damaged, therefore they wouldn't be sending it. I then took a day off work to wait in for the bed arriving which it did. On assembling the bed we noticed a scuff to the headboard; however this was fairly minor and we continued to assemble it. We then discovered a screwlock fitting was completely missing; my husband managed to make one from our old bed which we had dismantled so we could assemble the new bed. We then continued with our assembling, following the diagrams as instructed. However, on trying to put the rest of it together we found out the arrows on part of the frame had been put in the wrong place so we had to disassemble and then reassemble it again. On doing this we then discovered a hole for a fairly signifcant part of the lift frame isn't there - at all!
Dean Newman found this review useful
May I thank and commend your staff for their effort and efficiency. It is much better service than I have received from any other furniture providers and I will definitely be recommending you and using your firm again.
Thank you very much again for this excellent service, I am absolutely delighted with my new headboard.
ordered bed 3x weeks ago, were told a driver would call haf hour before delivery... they failed to do so on the first delivery day, then informed us they were un able to call on the 2nd delivery day.... after waiting in all day the bed was finally delivered......
Once opened we found only half a bed, and it wasnt the king size we had ordered..
I called the aftersales team who then informed me id have to wait another week for collection... and i would only get the refund once the bed had arrived back at their depo...
After my orignial bad review, the customer slaes team were really good at resolving the problem, the bed arrived after 2 days , i recived calls from the aftersales team who were very apologetic, the resolved the issue . i can happily say i would use monster beds in the future
I ordered a metal bed by phone at 5 p.m. the gentleman was extreamly polite and very efficient, the bed arrived 2 days later. My husband put bed together in under an hour. The quality is really good and I would use Monsterbeds again.
I am very satisfied with the service I have received from Monsterbeds .
The product I purchased is top quality at a competitive price the delivery was quick and efficient .... altogether a very positive experience !
I would highly recommend Monsterbeds to any one looking to buy a bed.
Phil Grant-Champion Oxford.
I ordered a bed & matress from monsterbeds on the 3rd december 2010, i still had not recieved the goods by the 16th december, so decided to cancel my order. I understand the weather conditions had been adverse, but I had recieved no communication from monsterbeds during this time, whenever I tried to contact customer services by telephone it was out of action.
I therefore E mailed my cancellation request , was informed of a 5 % cancellation fee, which I felt was out of order in the circumstances, I recieved a curt E mail reminding me of their small print.
It is now the 24th of January nearly two months from my order , monsterbeds have been in possession of over £200 of my money & are charging me 5% for the privilage. I have sent many emails (I cant communicate by phone its allways unavailable ) My last email on the 20th january was replied with an assurance my refund was urgent & would be processed ASAP.
I still have not recieved a refund. I have been struggling financially as all of us do post christmas , but so badly that I have had to borrow money to make ends meet. I have emailed how urgently I need this refund & this company has ignored my request. I am aware within consumer law a refund can take 30 working days , but I am appauled & frustrated with this companys customer service , I cannot believe that on every occassion I have tried to telephone customer services it is out of action & that has been every working day for the past month.
I do not think its acceptable for a company to have your money for nearly two months (without ever recieving the order) & charge 5% . Monsterbeds should be paying me interest.
I will never order from this company again & have reccomended to my friends not too .
I placed an order for a bed and mattress on the evening of Sunday 12th December, both items had a 'Next Day' note on them. I put a note on the order that our preferred delivery date would be Thursday 16th December. I then waited for a call, as promised by their site to book in our delivery. When I hadn't heard anything by Wednesday evening I sent an email asking for confirmation. I received a call on the Thursday morning to advise that the bed and mattress would arrive separately but they would definitely be delivered that day, so I arranged for my wife to stay in all day. The mattress was delivered, but the bed wasn't, so I sent an email asking for a call in the morning to advise me of the situation. The call wasn't made, so I rang them. I spoke to a guy who promised me that he would look into it and get back to me in 5 mins. This never happened, so I rang again, and again this time I spoke to the head of despatch who did get back to me promptly, and advised me that the bed would be delivered today (Friday 17th). As I was working locally, I went home to make sure that someone would be there, only to find the 'sorry I missed you card' from TNT. I rang Monsterbeds again, and told him what had happened, and asked if they could get in touch with TNT and get the driver to come back, but he said this couldn't be done, but, he advised that he would get the manager to ring me. 3 hours later I rang again and spoke to the same person and requested that the manager calls me that day. I then left it until around 17:20, I had no call, so I rang again. This time I spoke to a woman. As I was explaining the situation, she put the phone down on me. When I tried ringing again....`the office was closed`! At this point I decided to wait until the delivery arrived. This happened on Tuesday and the boxes were in a poor condition with a part missing.
The Managing Director phoned me this morning and couldn't apologise enough. He assured me that the matter will be dealt with, and his staff would be reminded that customer service is very important. He also asked for me to send pictures of the boxes as they were delivered so that he could take the matter up with TNT. Having had this conversation, I, without a doubt, would use Monsterbeds again, and the vast majority of reviews on here agree.
Ordered a bed and mattress from the showroom on Wednesday. The salesperson confirmed that the mattress would be in stock on Friday.
Monster Beds phoned on Friday to confirm delivery for Sunday. Unfortunately on the Sunday (before Christmas) there was very heavy snow and we were phoned at 11 am and told that deliveries had been abandoned due to the conditions and an accident to one of their vans.
At 7.00am on the following day we were phoned to say that the bed would arrive in 10 minutes! Sure enough it did, despite the snow and -11° temperature.
The goods were exactly as ordered and the service, particularly considering the conditions was superb.
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