Mattress Online - www.mattressonline.co.uk

I bought 2 mattresses, as one wasn't suitable I  requested a return. My back was hurting after using it, and I was in a lot of pain, so in that sense the mattress was completely not suitable for me, and actually causing suffering. I have been informed that I need to organise my own transport in order to return the item. I have emailed back stating that because I am buying online I have additional rights to return them.

This is because my decision may be based on a brief description or a photograph – so what I receive isn't always quite what you’d expected.

They agreed with me and I understood that they will refund the delivery cost, but it later transpired that they were talking about their delivery cost not mine delivery to their depot. Intentionally misleading.

I paid £77 for the delivery on top of the original £700 for the mattresses. And they robbed me of the return delivery cost. Avoid at all costs!!!!

I spent 390 of what was supposed to be a firm mattress. They sent me a mattress that feels like a saggy bag of springs that hurt. They are trying to make me pay half of what the mattress is worth to return it. Terrible terrible company

Had very good service from them. There was a mistake with my order but they sent me a better more expensive mattress in place. very very happy

An online retailer, selling the products of others, is only effective if the price is competitive and the delivery is reliable. There are other retailers offering comparable prices and mattressonline failed to deliver on the day they specified and again failed to deliver on the second day within the original time frame given. In the end they extended the delivery window to 9am-6pm. When contacted to see where the mattress was they couldn't say.

My advice would be to avoid the company until they can improve the reliability of delivery or work with an alternative courier.

I bought a mattress from this company around 3-4 years ago and the experience was great. Easily done, delivered and I LOVED the product. No complaints. Fast forward to early this year and my mattress developed a fault and so I got back in touch with MO as it was still under warranty. No problem at all they said, they would replace it. However, my mattress had been discontinued so I had to pick something else.

As I was so happy with the comfort level of my previous one, I really didn't want to make a bad choice. And as MO have no stores, I decided to get a recommendation from them on a similar mattress. They got in touch with the manufacturer, who gave me a recommendation for a mattress that was nothing like the one I had. So, I did my own research and ordered a mattress that I had tried out in a showroom they recommended to me.

The mattress that arrived felt nothing like the one in the showroom - it's like sleeping on a park bench. When I said I was unhappy and I requested my old mattress back, they said it had already been destroyed (this was a day later), and they would not accept my mattress to be returned as it had been slept on. They referred me to their terms and conditions of sale, which clearly I would only have read at point of purchase 4 years ago, to find this detail.

It's not their fault that the mattress isn't like the one I tried in the showroom, however it isn't acceptable to me that Mattress Online did not point out to me before I tried the mattress, that I couldn't return it. Falling back on terms and conditions that they know a customer will not have read since purchase, is not good customer service.

All it would have taken is for them to acknowledge that this a) was not a purchase it was a replacement b) look at my contact history to understand I was desperate to find exactly the right mattress and c) use their customer service skills to say "make sure you check it's right for you before you sleep on it, as we won't accept a return and we appreciate it's been 4 years since you will have read our policy on this".

Instead, I've got sleepless nights and they've got a crappy review. Congratulations Mattress Online - make a small change to your process in informing customers upfront and you'll have more happy customers.

I had absolutely no problems with them and would recommend them. Its a top mattress easily worth £600 if i bought it dreams. I got it for a third of that. Delivery was top notch and the guys couldn't do enough for me. To many people only use the review centre just to leave bad reviews Which is a shame. I will definitely use them again.

Placed order in plenty of time and item showing as in stock, delivery date agreed, and then on the day of delivery they ring to say they can not find the mattress and therefore would not be delivering it. Evidently they only check the stock when they come to load the item and not before. Wasted yet another day waiting for a mattress company to deliver, what an industry! Does anyone know of a reliable company as I have been let down now by 3 in a row. Who would have thought it was this difficult to order a mattress.

Placed order in plenty of time and item showing as in stock, delivery date agreed, and then on the day of delivery they ring to say they can not find the mattress and therefore would not be delivering it. Evidently they only check the stock when they come to load the item and not before. Wasted yet another day waiting for a mattress company to deliver, what an industry! Does anyone know of a reliable company as I have been let down now by 3 in a row. Who would have thought it was this difficult to order a mattress.

Transaction went through with no problems. Got my estimated delivery date and confirmation email. Mattress arrived on the estimated delivery date (weirdly with the same delivery driver that was delivering my bed frame - no complaints!!).

Having literally scoured the web for over 28 hours looking for the perfect mattress from the perfect company - I found it :)

The courier they used was OK too - it was only one guy so I helped get it from the van to my house - but I'd have done the same had I just bought the mattress from a shop - so again no complaints!

Mattress was well packed and had clearly been stored upright as Silentnight suggest you should (so it doesn't break the springs). So both mattresses online and the courier company were bang on par!

So glad I bought from this place and will definitely be buying from here in the future :-)

Just so you're aware - I purchased my mattress on a Sunday evening (around 5-6pm) and had it delivered on Tuesday (free next day delivery). Also received confirmation by email on Monday morning that it had been dispatched! So was definitely kept in the loop on the order :)

My experience with them went a little like this:

When's the mattress arriving?

Oh, it's currently out of stock

Right, ok. In that case, I'll have a refund.

That'll be processed in 30 days.

Oh great. Thanks. Not. Left without any £ to go and buy somewhere else due to these money grabbing so and so's.

The mattress hadn't even been assigned as stock to us, so technically speaking (according to CAB) the distance selling regulations don't actually apply - The goods haven't physically left the depot to be send and you haven't received any goods. Meaning that by holding on to your £ due to 'distance selling' is a load of piffle. Don't buy from them and don't listen to the rubbish they tell you.

Still waiting for that glorious refund to appear.