Mattresses World - www.mattressesworld.co.uk

Not happy with the service from this company - I ordered a double mattress and was told 3-4 weeks delivery. 5 weeks on and still waiting. Keep ringing the companioned being told the supplier of the mattress will contact me direct to tell me when it will be delivered. But no calls forthcoming. Trying now to get through to MattressesWorld but no answering. If they have already closed for Easter they could at least have put a message on the phone letting folks know instead of hanging on listening to the inane music being played. I have only paid a deposit so far, but having chosen this company as being linked to Dunelm which i always thought as reputable, I am really disappointed, and downright annoyed at their poor customer service.

Ordered two mattresses- shown on web page as free next day delivery. Received email advising delivery in 1-2 weeks! Emailed to find out what was happening, and like many previous reviewers haven’t received any reply. Wish I had read reviews on this company before ordering and would have ordered from somewhere else! Pity, as Dunelm is a good local company which gave me the confidence to order. Any trouble and I will get my credit card company to refund me.

The Mattress World / Worldstores / Dunelm or whatever they are calling themselves this year are a bunch of amateurs! Don’t waste your money, you might loose it anyway, deal with a reputable company. Don’t bother try to get through to customer services on the phone, it won’t be answered. The mattress I ordered was not only damaged and filthy when it arrived, it was the wrong one. 30 days later they decided they would pick up the mattress and promised to deliver a replacement at the same time, they even sent a new protective cover, which was too small for the mattress. No replacement mattress arrived with the collection firm, hardly surprising given these companies track record. I will now be pursuing a claim through the small claims court!

Ordered a Mattress from these guys. It arrived on the day we ordered it for and at 6 am, which was a surprise. However, after opening up the mattress and positioning on the bed, we noticed a very large scuff mark on the pillow and what looked like a cigarette burn on the mattress itself.

Contacted customer services asking for either a partial refund to cover the cleaning cost or to return & replace. After sending over some photo's they requested, I have not received a reply in 2 weeks, even after sending a few chaser emails.

Avoid.

I bought a mattress online. Igot an email and two texts to confirm delivery day and time but nothing came. The number you call for customer service is never answered. I've emailed through their website twice but never had a reply. No product and no refund. VERY dodgy. Avoid them.

Ordered a mattress on 30/11/17 for next day delivery on 01/12/17. Received email from the company saying my order has gone through and delivery will be made on 01/12/17. Waited all day with old mattress downstairs to make it easier for the removal. Rang the company to be told the card was declined. Rang my bank to be told the card was authorised and payment went through at 08.35 hours on 30/11/17. Why lie about the non delivery???? I have asked for full refund as i took a day off and i cannot trust this company after telling stories and not delivering my item as promised. Advise people to stay clear from this company as they keep on letting down people from reviews i have read.

I ordered a mattress on the Saturday and selected the Tuesday for delivery. I waited in all day on Tuesday and no delivery. Called mattress world on the Wednesday (took ages for anybody to answer the phone) and was told that I should never have been allowed to select a delivery day as they were made to order. Delivery was no rescheduled for Friday. Was told I would get a text or call to let me know my estimated delivery time. No text or call but the mattress did arrive. Stupidly i'd ordered the wrong size mattress (I ordered a small single when I wanted a standard single). Got back on the phone - again another 30 minutes before anybody answered. Scheduled a collection for today (1/12/17) and my husband waited in. No collection. Called mattresses world again (after trying a number of times and waiting about 30 mins for somebody to answer) who said that the collection had definitely been booked. I then called the company that they told me would be collecting the mattress (Tuffnells). They were really helpful but told me that my collection had not been booked. I then got back on to the phone to Mattresses World (again!) and waited another 20 minutes for somebody to answer only to be told that the collection hadn't actually been booked in because it needed to be approved by the supplier. I did advise whoever I spoke to that two of his colleagues had told me that the collection had been confirmed by TWO of his colleagues. He is supposed to be calling me on Monday to confirm whether the collection has actually been booked.

I would never order from Matresses World again! Two days at home and about 3 hours on the phone - all down to bad communication and staff not knowing how their own processes work.

PURCHASED A MATTRESS FROM THIS JOKE OF A COMPANY, WHEN I SAY PURCHASED I MEAN I PAID FOR IT ON THE 8TH OF NOVEMBER 2017, AND CHOSE MY DELIVERY DAY FOR THE 10TH AND I ARRANGED TO HAVE THIS DAY OFF WORK, HOWEVER THE MATTRESS WAS NOT DELIVERED AND AFTER 30 MINUTES TRYING TO GET THROUGH ON THE PHONE, I WAS TOLD IT WOULD TAKE 3 DAYS TO FIND OUT WHERE THE MATTRESS HAD GONE, 3 DAYS PASSED AND NO CONTACT FROM MATTRESSWORLD, OR AS I NOW CALL IT NOMATTRESSWORLD, WE WERE THEN INFORMED THAT THEY DID'NT KNOW WHERE THE MATTRESS HAD GONE, SO WE MADE YET ANOTHER DELIVERY DAY BEING THE 15TH, AND LOW AND BEHOLD IT DID'NT ARRIVE, SO WE SPENT A FURTHER 25 MINUTES TRYING TO GET THROUGH ON THE PHONE, AND AGAIN THEY COULD NOT TELL US WHERE IT WAS. WE THEN ASKED FOR A REFUND, TO BE TOLD IT COULD TAKE UP TO 10 DAYS TO GET OUR MONEY BACK, SO WE ARRANGED FOR ANOTHER DELIVERY DATE BEING THE 17TH, AND GUESS WHAT, YES IT DID'NT ARRIVE, DURING THIS TIME WE HAD BEING SENT SEVERAL TEXTS SAYING THE MATTRESS WAS ON ITS WAY, THIS HAPPENED ON 2 FURTHER DELIVERY DAYS, IT IS NOW THE 24TH OF NOVEMBER 2017 AND WE STILL HAVE NO MATTRESS, HOW THIS COMPANY SURVIVES WITH THIS DISGUSTING SERVICE I WILL NEVER KNOW, THIS COMPANY ALSO GOES UNDER THE NAME OF WORLD STORES AND SOFA WORLD AND IS OWNED BY DUNELM MILLS SO BE AWARE WHEN YOU PURCHASE ANYTHING ON THE INTERNET THAT YOUR NOT HAVING ANY ASSOCIATION WITH THIS COMPANY. DURING THIS EXTREMELY LONG TIME I WAS TOLD NO MANAGERS WERE AVAILABLE TO TALK TO. NOT ONLY DO THEY TAKE YOUR MONEY WITHOUT SUPPLYING THE GOODS BUT THE CUSTOMER SERVICE IS SHOCKING.I HAVE JUST BEEN ON THE PHONE 45 MINUTES, 35 WAITING AND 10 ACTUALLY SPEAKING TO AN AGENT WHO WAS AS MUCH USE AS A CHOCOLATE FIREGUARD... WE WAIT WITH BAITED BREATH AS WE HAVE BEEN PROMISED A DELIVERY TOMORROW 25/11/2017 BUT IT IS LIKELY WE WILL SEE SANTA CLAUS FIRST... DREADFUL COMPANY DO NOT GIVE THEM YOUR HARD EARNED MONEY

I ordered a mattress from this shop on 19th November. Shop promises next day delivery. Payment taken promptly from my paypal account. Their delivery tracking system does not work at all. I sent email(s) and also tried calling their customer services number. Just keeps playing music and repeated message "please continue to hold and we will be with you as soon as possible".

After 3 attempts and 3 hours, they answered my call and said that the mattress I ordered is out of stock and would be made to order. No commitment on delivery date. Hence, cancelled the order.

Avoid.

Below is a copy of the message I have sent to Mattressworld. I tried phoning on their 0333 number but gave up after about 20 minutes & resorted to the web form on which on which I wrote the following:

Dear sirs,

We realised when the mattress was delivered that it was the wrong size so we want to return it & cancel the order. We would also like to point out that we are very disappointed with the way we have been treated over the delivery arrangements for this order I am nearly 80 years old & my husband is nearly 81. The delivery was promised for Wednesday 8th between 2pm & 6pm so that morning we stripped the bed & with much struggling managed to get the old mattress down the stairs ready for collection. The mattress wasn’t delivered. We had missed a call on the mobile & assumed it was from the delivery crew but the number they left was invalid when we tried to call back. By now it was after 6pm so we had to struggle with the old mattress & get it back up the stairs & remake the bed. Later that evening we received a call to say the mattress would be delivered between 9am & 1pm on Thursday 9th ; so this morning we again stripped the bed. While we were doing this we heard a noise at the door & I went down immediately to open the door & was confronted with a mattress which had been put in the porch & was leaning against the inner door & stopping me from opening the porch door to contact the van driver. While I was struggling with the mattress the van was driven away without the driver making contact with us at all. We had paid £24.99 for the old mattress to be taken away.

We are not at all satisfied with the way we have been treated & we are requesting a full refund. We are holding the mattress that was delivered to await your collection.

Yours sincerely,

I then added the following: I am sending you this because I have just been contacted to review my delivery experience. It was of course a shambles & it is obvious from the review questions that I didn't experience any of the points expected of the delivery experience. I have already sent this information twice but I have not had any reply or acknowledgement. I have tried phoning the 0333 number on the order form but after many attempts I gave up & resorted to filling in the online returns form.

Please note that this is the third submission of this request. I would like a response please. Refer to my previous submissions for the full horrifying story.

Please note that this is the third submission of this request. I would like a response please.

I am still awaiting a response from them & it is now Saturday 11th November 2017.