Really bad customer service at all points after our payment was made. Unfortunately we ordered the wrong size mattress - our mistake. However, we did not open the mattress and called them the same day to ask if we could swap for a larger and more expensive version. We were told there is a 20% fee, as they would not be able to sell the mattress "as new". Having worked in retail where we had similar policies - it is obvious that a completely unopened item can be sold as new, especially as it was literally 2 hours from delivery to phone call. I have been hung up on, live chat left and spoken to like they would be doing me a favour by charging me the 20% on top of the extra purchase cost. And about 3 hours on hold and in silly phone calls where everyone says "they would help if they could" - this clearly is not the case. I am appalled that in this day and age, such archaic policies exist and that customer service is not a priority. And if I had purchased it without seeing an example first or online, I would get the 14 days distance selling rule to send back. So they would take it then? Bizarre and terrible. I would never use them again, and would suggest that they employ customer service team members that don't patronise customers and talk to them like they are idiots. Edit: I have purchased a new mattress from a different company as would rather spend more money than acquiesce to their "favour"