“I have been in contact with Dormeo over the past month about a mattress topper I bought 2 years ago that is already sagging on both sides and giving me severe back pain, to the point where I wake up multiple times in the night and with severe back pain every day.
I contacted customer service to start the mattress topper guarantee process. My first email was completely ignored. 2 weeks later I wrote again and got a response. I sent it all the required photographs and details and was told I would hear back in 5 days. It has been over 2 weeks now and I've not had a response. I've sent two emails to find out what is happening, both of them have been ignored.
It is terrible that my product failed so quickly and any attempt to get this resolved is ignored by Dormeo. This is unacceptable customer service and there is no point in advertising your products as coming with a guarantee if you will do everything to avoid replacing faulty products.”
“Do not purchase! My topper had a hump on the middle because my husband and I don't sleep in the middle of the bed. This company would not honor the 10 year warranty on it. I sent them photos as they requested but hard to see a hump on a topper! Do not Purchase!!!!!”
“They were quick to ship the order and take your money, but they sure don't care if the order actually arrives and when you question it you get excuses about everything. The shipping company used was Canpar and their tracking information continually said it was out for delivery with the drive for over 6 days and it never arrived. I would never recommend this company or product as all they care about is getting their money and screw the customer.”
“Contacted company on numerous occasions to resolve the fact my dormeo fresh mattress has gone mouldy! Had a response making an excuse that they was busy and would be in touch soon .3 emails later still nothing ! No more response .Don't deal with this company”
“Worst mattress ever do not buy! I have fell of my morning routine of working out because of the back pain. I've gained ten pounds! This mattress is Satan's pawn do Not buy it! I want to burn it! My girlfriend is sore too, I have no more words. I hate dormeo!”
“Ordered mattress on 21 Oct 2024. Mattress delivered on 5 Nov 2024.
It was an Octaspring mattress, the advertised service on the website iwhen an Octaspring mattress is purchased is:
"If you purchase one of our Octaspring branded mattresses, you'll automatically be entitled to our free White Glove Delivery service. Our team will deliver the mattress, set up your new mattress for you, and take away the packaging at no additional charge to you."
THIS DID NOT HAPPEN. The DX Courier refused to take away the packaging. He did not place on bed, he did not have any white gloves.
Dormeo was immediately informed, but NO response.”
“First the price is ridiculous, then I was not pleased with it after I received it. It Does the opposite of everything it advertised. I recommend not to purchase this product.”
“I purchased this poor product a couple of years ago. The matress will not stay in place. If you have an adjustable bed as I do this matress is miserable. The matress is not comfortable, lumps moves, has turned in it's cover. Dormeo, has refunded 1/2 of my money and I gave it away. I understand the person I gave it to, through it away.
DON'T WASTE YOUR MONEY!!!”
“The straps do not keep the mattress in place...Sleeping miserable..No improvement of my back pain it worsen. Body weight is a problem.(.189# man) mattress did not support the weight. Sagging increased from side to side,danger of falling off.
The product does not justified the price and the quality you advertise is false. Question, Is the Dr. mention on your advertisement aware of the negative comments they out number the positive. So what are your plans to return the refund to the customers?”
“They are quick to take your money, will lie to you about their service, the men don't lay the mattress out on your bed and take away the packaging. My mattress wasn't even taken up to my room. It was the wrong size!! When I phoned customer service they were rude to me and talked over me.
All the phone numbers go through to y same place and you have to wait more then thirty minutes to get through.
Please don't buy from this company and save yourself from all the stress. I have cancer and really didn't need this! I have still ended up with what I didn't order!!!”
“Upon checking my Dormeo matress, it has completely split it lots of areas. I have suffered with terrible pain for over 18 months, this is probably the reason as matress is badly damaged.”
“Had dormeo memory form mattress for 7 months big lump has appeared all the way down one side there not interested,wouldn't buy from this company ever again”
“Worst customer service ever! And deleting all your negative comments on Face Book says a lot; company lacks integrity and is trying to hide things. Very untrustworthy company.”
“Octosmart matress has failed, can't get through as internet says My account has been disabled 🤬 so warranty for 18 years is,obviously a complete lie.”
“Your advert asks do you wake up with a bad back, painful hips, and dead arms. Well I do since I had the memory fresh mattress delivered. It is like waking up on a bag of bricks.
I wish I'd just saved up and bought a real orthopaedic mattress from the bed shop or from somewhere like Silentnight or another brand.”
