Catherine Jackson´s profile

Reviews (2)

Waterstones

Terrible Customer Service

It is no exaggeration to say that my husband has called the customer service number at regular hourly intervals for THREE days. We have left emails and had the (completely free) department who deal with giving out loyalty cards take our details for them to get back to us and had nothing. Our call is held in a queue, sometimes over thirty minutes at a time, and we go from position number 10 to number two, after which the call mysteriously gets hung up. These numbers are so expensive to call. Either this happens, or, the number is hung up immediately. There is only one number to track deliveries, and the delightfully un-busy loyalty card department are so stubborn and officious they wouldn't even transfer our call.

The reason for calling them constantly is that something has been shipped, money taken out and yet nothing has been delivered.

By the way, during the course of writing this email, whilst my husband was again on the phone - his thirty minute phone call was yet again dropped when he was at position number 1 in the queue 'all our advisors are busy at the moment, please try again later'. This is appalling. I never thought I'd say it but I'm looking forward to them going out of business to Amazon at this point.

MattressOnline.co.uk

An Excellent Experience.

I think this company is brilliant.

We ordered our mattress at 4pm yesterday and it arrived today. We called them two minutes after the order to check if it had been processed and was eligible for next day delivery - they confirmed it would be before 1pm today. Staff were polite and professional.

At 10am we received a call to say the delivery van had been in a road traffic accident, that they would try to get it out this afternoon but may potentially arrive tomorrow before 9.30am

At 3pm the mattress arrived. Delivery drivers lugged it up two tight flights of stairs, were friendly and very patient and understanding when I asked them to hang around while I opened it, checked for damages (a precaution I took based on just a few bad reviews here). Mattress was in perfect condition.

I can only stress what fantastic service this is. And price wise -they seem to undercut other companies massively. I have separately posted a negative review of Dreams after being made to wait 6 weeks for a mattress that was promised to be delivered in two weeks. We were tempted by Dreams offer of discount (a discount which doesnt exist) but if I had known what I do now about this company I would have had my mattress weeks ago.

I am usually too busy to write reviews but my terrible experience with Dreams helped me to see that the only reason bad companies stay in business is because not enough complaints are made - and that great companies like this aren't more well known because not enough good reviews exist.

This company deserves a really good review.

Catherine Jackson´s profile

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Catherine Jackson
Reviewer
Female, 1984
Radyr, United Kingdom

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