Try Calling The Returns Dept Before The Sales Number

Tread Carefully People

This company stinks of a total lack of customer service.

I am a landlord, my tenants complained about two new mattresses I had bought only 3 months prior. I was skeptical to say the least, however when I looked, the tenants had a fair point. The wire frame was awfully noticeable. Not really Mattress Worlds fault as they sell hundreds of mattresses but how they treat me is sub standard.

I email the inquiry for, no answer in the 1st working day, next day I call them on the premium rate number and 12 minutes later I hang up without an answer.
I call again but press option for sales, answered in a minute. Sorry we can't help you must call the complaints line.

I wait till 9am exactly next day to ensure no cue and no buyers on sales line and get an answer within a few minutes.

I explain the problem but the assistant tells me it's a customer preference issue but I can assure you it's a sub standard product not fit for purpose, a mattress should not be allowing you to feel a wire frame. I can feel this bunch are not in the returns mood.

Straight in with the big guns for me without a word. Formal letter sent recorded delivery quoting a) Sale of Goods Act 1979 b) Item not fit for purpose c) Desired Way Forward.
I would have gone to the small claims court if need be as whats right is right. They managed a call back this time with another attempt at refusal of my claim but when I insisted it was not fit for purpose and my proposed action should they not listen, they eventually agreed.

Great, I have two new mattresses which I paid the difference for. Now where's my receipt for the cash difference? Another 20 minutes on premium local rate telephone number and I give in.

They do not care about you. Tread Carefully.