Mattressman - www.mattressman.co.uk

Ordered first bedframe. Delivery repeatedly changed/didn't show up (despite me staying in the house for it for 2 days). I am a carer for my grandmother so this was a major inconvenience. When it did arrive, one box was missing. Had to wait another 2 days. Both boxes arrived horribly damaged. When we put the bedframe together there were huge cracks in it. After waiting a week for the bedframe, we decided to keep it and ask for a partial refund. We were offered a free set of pillows, which we declined. They then said they could give us a discount on another bedframe for our spare room. We stupidly agreed, and have now had the exact same experience with the second bedframe, only recieving one box which is majorly damaged - it has a footprint on it and is open at one end. We are now waiting for the second box which I am sure is going to turn up damaged. If this bedframe is also cracked, I will be seeking a refund for it. Not impressed at all, do not recommend. GO ELSEWHERE AND SPEND A BIT MORE MONEY. NOT WORTH THE HASSLE.

BEWARE !

There’s an issue either with Mattressman or BJS Home Delivery, when we tried to order a mattress from Mattressman.

I ordered a Mattress, and asked and paid for the old mattress to be collected, and a delivery date was agreed. I was given a timeslot of between 9am – 12noon on the day of delivery…I stayed in to await delivery, at 12noon I still hadn’t heard anything and no mattress. At 12:10pm I received a phone call from the delivery driver, saying they will be there in 50 minutes, but he wasn’t going to pick up my old Mattress, as I was his first delivery, so there was no space and he had no bag for the old mattress.

I told him this wasn’t good enough, and he had best turn around, as I wasn’t accepting delivery unless he was taking my old mattress. I then called Mattressman and explained the situation, and they were going to speak to BJS about this. I then received a telephone call from BJS, saying they were going to still deliver the mattress and they hadn’t decided whether they were collecting the old mattress or not. I explained again that if they weren’t collecting the old mattress then I wasn’t going to accept the new one. A further phone call from Mattressman, said they are 100% collecting the old Mattress and they will be there at 1pm as everything is now sorted.

1pm arrives, as does the delivery man, who knocks on my door. I answer and he says he has a mattress to be delivered, and I said yes and you are taking the old mattress away – to which I was told no we are not taking your old mattress. I advised he speak to his Manager as this has all been agreed.

I in turn called Mattressman back, and the guy I had been dealing with was on lunch. I explained the situation and was told they will sort it. After 5 minutes the delivery guy knocked at the door and said 100% he is not collecting the old mattress, at which point I turned him away and said I’m not accepting the new mattress.

At 2:30pm I had received nothing back from either Company so I had to chase Mattressman again to see what was going on, and all they could say was we will re-schedule. I informed them that the contract agreement was for them to deliver the new mattress and to take the old one away. As they had broke the contract by the delivery guy refusing to take the old mattress I wanted a full refund.

Needless to say the refund didn’t arrive and I had to chase multiple times to get a full refund, which in the end I did.

It felt very much like a sham with the old mattress, as how many people would send away a new mattress if they weren’t collecting the old mattress ? and therefore they keep the money and would they actually come back on a different day to collect the old mattress ???

I will NEVER use Mattressman or BJS Home Delivery service again, it was appalling service and extremely poor communication.

Funny enough on the Mattressman website, when you try and leave feedback, if its not 4 or 5 stars it won’t let you submit it !

Disgusting service. Your engineer admitted there's clearly a fault but has recorded a "no fault" outcome.. he basically told my wife they have to always side with the manufacturer as they are employed by them! I will be writing my review on Google about your company! Disgusting liars to line their own pockets! I will employ my own specialist to confirm this mattress is faulty and take them to court.

Really poor delivery service, I waork dull time so took a day off for delivery and it never showed, friend then went to wait another say they never showed, this went on for days and around 25 calls back and forth which took a lot of time which I don't have especially in work, thw customer service team however where very professional and polite when sorting this out so I can't fault that but is highly not recommend due to being messed around so much, the mattress however is great but definitely wouldn't purchase anything again sorry

After assembling the bed my wife noticed a dent. After explaining the problem I was asked if I wanted a replacement, this was too much trouble and I explained the dent wasn't an eyesore and rather than a replacement could they give a discount on a matress. I received a curt reply telling me to take it up with customer services. I couldn't find their email and didn't want to go through the whole story again.

Decent product, decent price let down by After sales service. I'm 75 and lifting , assembling and replacing beds up stairs is hard work for me.

Shocking service received a mattress in Sept 2023 damaged. Cost £2000. Delivery company not interested in our concerns, contacted mattressman to be fobbed off now taking this company to court.. as we have no other option. They have even tried to deny us our 14 days statutory right to return under the consumer goods act. These people are messing with the wrong person. We will be having our money back. Please save yourself a load of headache with these fools.. YOU HAVE BEEN WARNED !!!

Ordered a mattress and was given a link to book a delivery slot. Received a confirmation text on the day stating would be delivered between 8-6. Waited in all day - no delivery, no update, customer service number closed at 5.30. Later that day found a mattress protector left in a ripped soggy box near the bins, no one bothered to knock as we were in and have a dog that alerts us. - Looks like the courier just opened the gate and slung it it next to the bins then had the cheek to sign it off as me according to the tracking. The protector was wet and dirty as the box was ripped and tapped up and tatty. Emailed Mattressman to ask where the mattress was and explain the condition of the protector - no response. Called their customer service when open,useless, no apology of professionalism. Said they would look into it and call me back. - Did not call back so I called them back and was cut off about 4 times before using a different number and answered straight away (?)! Spoke to an advisor who mumbled on unhelpfully offering no clear answers, apology or solutions until admitting the order was 'lost' and that he had emailed and would take 48 hours to respond. 48hours to track an item from the courier they employed?? I asked for the courier details so I could contact them myself - refused. I found them anyway and according to their tracking system it was scanned in at the depot - though he couldn't tell me this and actually lied and said that they don't have scanners at their depots so they didn't know where the mattress was! - ABSOLUTELY APPALLING INCOMPETENT SERVICE. I would never have ordered from here if I knew to expect this. This remains unresolved and I am chasing the courier directly myself now as the customer service agent was so unhelpful. I will update review if/when this is resolved.

Very rude sales assistant. Well worth avoiding if this is the way they treat customers.

Avoid at all costs! avoid at all costs! we ordered a nova luxor sofa which was due just before the summer. It actually arrived in October so we couldn’t use it in the summer unfortunately or at all last year. When we unpacked it we realised that almost half of it was missing (this cost us almost £4, 000) so I contacted customer services who told me they would deal with it. A young man was aware of the date of delivery and he went on to ask me how many boxes I had and what was in them, when he rang I was out so I said I would check again when I got home and email him the pictures he had asked for. In the meantime, he sent me a photograph directly from the delivery company which confirmed 5 boxes were delivered. When I got home I sent him a picture of each of the 5 boxes including a printed description of the contents which appeared on each one (this was at his request). What I sent him clearly proved that the right hand sofa was missing and that the entire order hadn’t been delivered and as such I hadn’t received what I had paid for. We also didn’t have any instructions and the glass for the coffee table was also missing. The agent immediately replied to this email and advised me that there was nothing they were prepared to do as we hadn’t checked the order within 14 days!! At that point I was really shocked that even after sending me their own proof that they hadn’t fulfilled the order, they wouldn’t send me the missing items (worth around £1000!) if the sofa had been delivered when it was originally scheduled (before the summer) it would have been unpacked but it was in fact delivered several months late in the middle of winter! I called several times to speak to the agent after that and he avoided my calls every time (I would say he’s probably in the wrong job). I’m also not entirely sure why he gave me the impression in our original call that he would put things right when he clearly had no intention of doing so. Then I got to speak to a young lady who seemed to understand the situation and seemed shocked that the order hadn’t been fulfilled and said she would look into it and get back to me... Needless to say, I am yet to hear from her with any kind of response at all and this was several weeks ago. I have been left with no option but to buy the missing right hand sofa from a fantastic company called whitestores who I would highly recommend to anyone reading this post. I have also had to order the glass for the coffee table from a local glazier. Given mattressman’s lack response, I am now registering my complaint with the furniture ombudsman and if not resolved by them we will pursue a claim via the small claims court for the missing items that we have had to buy. My husband has also written to a number of consumer complaints specialists at national newspapers who handle disputes of this nature... Hopefully mattressman will get a mention! My advice to anyone thinking of buying anything from this dreadful company is simply “don’t”... they are happy to send you proof that they haven’t fulfilled your order and then refuse to do anything about it.... An awful company all round that shouldn’t be allowed to operate in my opinion!

Received a smashed item which caused injury.

Contacted Mattressman who told me to dispose of it and they will refund it as it was completely contaminated with blood.

Later they called back to request the item return with blood and glass for resale (shocking really).