Mattressman Reviews

Name: Mattressman
Rating: 1.36

1.4 Rating 149 Reviews

7 %

of reviewers recommend Mattressman

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Phone:

0844 3184444

Location:

Unit 12A Avian Way, Norwich, Norfolk United Kingdom
NR7 9AJ

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Mattressman 5 star review on 18th July 2024

Anonymous // 01/01/2019

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“We had our Mattress delivered today & can honestly say the service was excellent. We were kept informed all the way from ordering to delivery. Would highly recommend.”

Helpful Report

Posted 5 years ago

“Shocking service. Be aware of the difficulty when dealing with this company and their delivery service. Despite assurances that my delivery date and timings were good - both via the phone text and email. I was suddenly told that the mattress I had paid for could not be delivered. Apparently the mattress was lost in the warehouse. As I had purchased the mattress for my elderly parents and as I had travelled some 60 miles to be there to accept the mattress I was somewhat frustrated. Trying to get through to the delivery depot and/or customer services at Mattress man is very difficult and therefore the frustration builds. Do not assume that things will go as expected!!”

Helpful Report

Posted 5 years ago

“I was instructed by one of your colleagues 'Andy' that a director would be contacting me on Monday. He also said the director forwarded on his sincerest of apologies and would be calling me personally to apologise. Clearly this is not true if you are now dealing with it. I have lost all faith in your customer service team and if you actually read your teams emails and the history you would see that I have forwarded on the images of the damaged pieces on Friday evening to Gail Guy. They are both the same parts and are the end of the bed frame. This is so embarrassing how this has been dealt with and the fact that no one is contactable in your department over the weekend clearly shows that operationally your team is incapable. I had to sleep on a sofa on Friday evening and buy a new mattress with money I do not have on Saturday. A number of points I want addressed: When I made the order the address and date was incorrect and sent via email. I spoke to Mel who then proceeded to still put the incorrect information in. Why did I have to call and email every time to get any information. Not once have your team called me first to advise on any issues. When I did call to say the discount code didn't work, Mel told me it did and then later on realised I was still missing £9.95 off so had to issue a refund. I asked numerous times for the delivery to be on the 26th April and had to ask to confirm this 3 times. I also sent numerous emails asking to confirm the address and delivery date. I have an email from Wendy confirming the address (wrong postcode) and date to be delivered. This was after Mel told me she would call me the next day but failed to say she was on leave. Friday comes and I still have not been sent a tracking number for my orders. I get a phone call from the delivery driver at DX delivery and he states that the address is to go to my billing address and should never have been used. Luckily for Mattressman DX delivery drivers used their brains and switched at a local point to bring me the beds. Downside both the foot of the bedframes have cracks in them. While this is going on I am trying to get hold of Wendy who then turns to Gail Guy. I get another phone call from DX Delivery driver who is in Croydon and then says hes taking it back to the depot. Kayleigh at DX delivery calls me and says they cannot deliver today. (Friday) Saturday comes and I try to contact DX Delivery but office is closed, try to contact Mattressman and offfice is closed. Only until I put a review on Trust pilot that Kayleigh at DX calls me and says they have lost my order. Ian at DX Delivery Depot calls and reiterates this. I speak with Andy at Mattressman and he confirms that the Director at Mattressman will be contacting me on Monday as he was out with his children but to pass on his sincerest apologies. No Phone call ???? Your company have failed in every way possible to assist me and I am so disappointed in the service. I work in delivering large commercial planes to airlines and the fact that this company can not even deliver a mattress to a customer on time is beyond embarrassing. On top of that you have told me numerous lies that a director will contact me to keep me quiet so I do not go onto social media and ruin your reputation. This is extremely sad and to stoop this low is really quite terrible. I do not want to deal with Customer service and I expect this to be investigated fully and a full report sent to me. Furthermore, I want the Mattress refunded immediately and I want the beds to be considered as a refund also. This has been a terrible experience and what supposed to be an exciting weekend of me moving into a new flat has been completely ruined by your company and its staff! I look forward to your Directors response! This was written on Monday, still no response!”

Helpful Report

Posted 5 years ago

“What a joke bought divan with expensive mattress about year and half ago. The first time I went to move it as it looked lopsided this morning the legs had snapped off. The quality is awful .on inspection they were rammed into holes that were like balsa wood you used to use at school. Don't buy from this company as you will definitely regret your purchase. They delivered originally to wrong flat. Wife had to go into someone else's flat and get them to take it out and deliver to us at the right address they didn't ask the tenant his name. Joke of a company buy at your peril”

Helpful Report

Posted 5 years ago

“Seriously failed to deliver. Sent me on a 500-mile round trip wild goose chase, cost me a fortune in travel, and made me ill with stress, which I don't need as I already have a heart problem. Customer services rarely answer their phone and they play "pass the parcel" with you on email. Am raising a small claims action to get my money and my costs refunded.”

Helpful Report

Posted 5 years ago

“I am so angry about the diabolical service I have received since ordering a bedframe and mattress from you on 11th Feb 2019. This was supposedly a next day delivery....what a joke! After many phone calls and being given lots of excuses my mattress and bedframe was delivered on 16th March with half the bed parts missing. I am still waiting for a resolution as the staff do not seem to know what they are doing. I will never use the awful company again.....”

Helpful Report

Posted 5 years ago

“We were helped today by Andrew Canham at the March branch he couldn't have been more helpful he was friendly, very polite and knowledgeable about the products he was a star 🌟”

Helpful Report

Posted 5 years ago

“Appalling service. Sent two parts of two different beds. One a 3' Since, the other a small 4' double. Made five telephone calls over a 5 hour period only one was answered. No apology. Told to take photos and sent them in. Other 4 calls were made to chase progress on three emails sent to the MattressMan Customer Services Team. No replies. Four telephone calls not answered because either a 'high call volume' or the line was engaged. The bed was ordered on the 24th January. I still have not heard from the customer Services Team. I have asked about the arrangements to collect the incorrect bed parts. I have not heard anything as of today - Monday 4th February. Still waiting for a refund.”

Helpful Report

Posted 5 years ago

“Ordered a single bed frame, instead got parts for a 4foot bed and a 3 foot bed so they are not compatible. Got through to Customer Services once but subsequently failed to answer the phone or e mails. Battling for a refund.”

Helpful Report

Posted 5 years ago

“Damage on delivery, own brand GRAND DUKE matress failed badly (BOTH of the zip & link matresses), would not recommend Hi Megan, Can you confirm the collection date/time for the faulty mattress please. Am I correct in learning from your colleague that there is no good-will gesture for the inconvenience caused by your product THE GRAND DUKE (ie not being able to use the main bedroom since October and the severe back pain which triggered the whole investigation). Secondly, in terms of the refund – a minimal amount (£50?) was offset from my original invoice as compensation/goodwill due to the damage to the wall and ceiling caused during your delivery. Can you confirm timescale for the refund and also that the refund amount will still factor that compensation in (ie be the original amount not the amount minus the reduction). (07.01.2019) Update - 08.01.19 - NOT HAPPY with the inference in your TRUSTPILOT reply that i am asking for additonal money. Given the huge amount of trouble you guys have put us to, nevermind a trip to the doctors and now more time required off work to meet your collection guys we would have expected an offer of discount on a replacement AND and some sort of apology, not just the shalllow line of "we undertstand" and only performing your refund duties. Actions speak louder than words with customer service, terrible.”

Helpful Report

Posted 5 years ago

“Order bed base in August first bed delivered wrong item, second bed also not what we ordered. Months of waiting. Never again.”

Helpful Report

Posted 6 years ago

“Never gain. Ordered a mattress and within 6 weeks it has completely sunk down one side and there is now a large crease/groove in the mattress. Mattressman seeming couldn't give a sh*t and despite numerous calls and emails we have got nowhere. There aftersales is worse than non existent.”

Helpful Report

Posted 6 years ago

“Ordered and paid for a bed base in August, item delivered in 10th September, but was incorrect. Called store who ordered a replacement. On 24th called to check progress, it hadn’t been ordered, but stated they would order it to be delivered in 3 weeks. Friday 31st they called regarding bed. Today 1st October they called to inform me bed still hasn’t been ordered but they would order it, but will take 28 days.”

Helpful Report

Posted 6 years ago

“I bought a top of the range British Bed Co bed mattress and headboard c £1450 And after less than 6 months both sleeping sides have dropped 45mm... which they tell me is in tolerance. Advice is to turn mattress weekly.. have been doing so but problem remains.”

Helpful Report

Posted 6 years ago

“Friendly, attentive and knowledgeable staff, excellent knowledge of stock and delivery slots. This is important - if you select the 'free delivery' option, your item will be delivered to your door and no further, and no assembly work will be carried out. I recommend spending the additional £15: this provides text messages informing of two hour time slot for delivery; the item is brought into the house, into the correct room; the unit is assembled. Overall, I have found my last two purchases to be very pleasant affairs, and I highly recommend this organization.”

Helpful Report

Posted 6 years ago

“Bought mattress in January after 2 weeks went lumpy. After a lot of arguing Fira inspected it and deemed it faulty. They finally exchanged it in April. Second mattress has done same thing in exactly the same place. Once again sent someone to inspect it but say this one is not faulty. Therefore, they are going to do nothing. Nearly £600 wasted. NEVER again Mattressman. Your after sales care stinks.”

Helpful Report

Posted 6 years ago

“My superking link mattress was short of the normal length of 2m and particularly unsightly on the corners which were very rounded. Mattressman claim that there is an industry standard of 2 inch tolerance and that our mattress did not exceed this. No-one disclosed this "tolerance" at point of sale and having bought beds over a period of 50 years I have never experienced such a thing before. Also at point of sale Mattressman particularly praised The British Bed Company, the manufacturers of the mattress, without disclosing that it is under the same ownership. I would never deal with this company again.”

Helpful Report

Posted 6 years ago

“Cancelled order due to them changing there delivery police 48 hours before delivery claiming it not to be cost effective.”

Helpful Report

Posted 6 years ago

“Purchased a mattress from the Manchester store the staff were very friendly I purchased a British beds viscount mattress but unfortunately due to my medical conditions the mattress is causing me excruciating pains so I phone customer service number but I was put through to sales they got customer service to phone back next day and the lady explained that I could not return or exchange the mattress because I had done a face to face deal I told the lady about the excruciating pains that I am in because of the mattress and asked for her to reconsider but still the answer was no so now I am left with brand new mattress which I cannot sleep on and out of pocket for nearly £600 because i did not purchase online which gives a 14 day money back guarantee I will be buy a new mattress from another bed company but this company does offer a 30 day guarantee which does apply when I buy in store so mattressman it is possible to show compassion in exceptional circumstances to someone who is crippled with pain Thank god for companies that are willing to treat people as people and not just an other financial deal.”

Helpful Report

Posted 6 years ago

“We purchased a Demetrius Headboard, along with 2 beds and another headboard in the last year. A total cost of about£2000. The metal headboard came without a piece and we had to wait for the missing piece. This was accepted as a genuine mistake. The Demetrius headboard looked and felt lovely. We were really pleased until my son leaned on in with damp hair after a shower. This left the most awful water mark which we are unable to remove. Apparently if it gets a little bit of water on it, it cannot be cleaned as the fabric has no waterproofing. I can not write a review of it on their website as they do not accept review anymore!! The response from mattressman was that it is not a manuafacturing fault so there is nothing they can do apart from offer us a 15% discount on another one!”

Helpful Report

Posted 6 years ago

Mattressman is rated 1.4 based on 149 reviews