I have never had to write a negative review before but felt this really warranted one. This rolled up mattress was delivered 5pm thursday, I checked the details on the package to make sure it was the correct one, as the packaging says it cannot be returned once unrolled unless faulty. I opened the packaging and when the mattress had inflated it became evident that it was not as in the description, having the wrong cover and being the wrong depth. I immediately rang after sales service and spoke to a chap who said he would ring the suppliers in the morning to find out what was happening and ring me back, i even emailed him pictures. I received no callback so rang again and was passed from pillar to post and back again. I was told they would not accept a return as it wasnt faulty (apparently having the wrong cover and not being the correct depth isnt a fault). I was even told i should have checked it was correct before i opened it..er hello how can you check the depth and cover on a mattress that is vacuum packed!! I insisted it was faulty and wanted it collected and replaced with the correct one. After numerous phonecalls and poor excuses later, today is Tuesday and i am fed up with ringing and trying to sort this out. Finally after a lengthy and tedious debate with an alleged manager at 5.15pm today (i rang again as i still hadnt had a callback) I was told the mattress will be collected and a new one delivered on Thursday, at which point she put the phone down on me! To cut a long story short, the staff in after sales service are either rude, incompetent or unhelpful, or a mixture of the three. I am totally disgusted with how this has been handled and have raised a complaint through their 'contact us' page, but dont hold out much hope of a response....
UPDATE: I received a replacement mattress and collection of the wrong one on Friday, the new mattress is great. I have received an apology for the poor service and a goodwill payment, that's much better customer service, thanks guys!!
Alan Williams found this review useful
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
Hi there, it looks like we're having trouble getting you logged in.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
Hi there, it looks like you still haven't activated your account.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.