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).

The service and choice of product is great! We got an ottoman bed frame and a mattress and pleased to finally get a good nights sleep. The communication around delivery was second to none. It was a risk getting a bed/mattress online, but its a risk worth taking.

I bought a dressing table from Mattressman and upon assembling discovered it was faulty. The drawers don't open and close properly, and there are numbers printed all over the unit. It was £181. I wasn't expecting excellence for that money, but I was expecting it to work and to not look like a factory reject. I reported the issue and was told I couldn't have a refund because 14 days had passed, and that I should have assembled and checked it sooner. I explained I gave birth the week it arrived and that's why it was assembled later. They didn't care, nor did they apologise for the terrible quality. We had a few back and forth emails. When I reminded them of my consumer rights, they decided to ignore me. I never heard from them again. I initiated a credit card charge back and I was successful - but I felt it my duty to leave this review so others in a similar position don't let them get away with it.

I ordered a bed frame 20July but I have not yet received the item trying to get in touch with them is all most impossible

I brought a pine bed of this company and when it did turn up they only delivered half a bed which smelled of musty damp and they keep saying about when the rest of the bed will turn up and I lost over £250 pounds taking time off work to wait for the bed my poor mother was sleeping on the floor because of this company not delivering the bed very poor service I would advise you all to go somewhere else and leave this company well alone

Drawes arrived damaged 3 months ago, won’t refund or resend won’t get back to me. Very rude unhelpful. Wouldn’t even think about buying from this company.

Based on my recent experience I would not recommend ordering from mattressman. I ordered a bed for my daughters birthday and received no receipt or email of confirmation. It took them ages to deliver to me, only to open it straight after delivery i saw torn fabric on the side panel. The boxes looked worn and torn soon as they were delivered to me anyway so I wasn't happy about this immediately. I messaged mattressman straight away and was told a replacement part would be sent. They were unclear about when but days later I was told it was be on a Tuesday or Wednesday and that courier is probably held up but anyway nothing came. It took me endless amounts of chasing up only through messaging system as phones lines were dead since lockdown period so I was even more frustrated because communication was unclear. In the end after over 3 weeks later I managed to speak to someone who told me the replacement part will come end of June or July. So I got the replacement part eventually and upon delivery I noticed the box was torn and as I lifted the bed panel to my horror it was torn at the fabric YET AGAIN..... I was so angry and very disappointed indeed the second time and they don't seem to care about helping you once they've delivered damaged goods to you time and time again. DONT WASTE YOUR TIME AND MONEY.

The bars of my bed bent within a couple days of sleeping in the bed. I would understand if I was morbidly obese or jumping up and down on the bed but I literally slept on in it? I have asked for a refund and emailed 3 times and no reply!!! I will NEVER order from here again and I will NEVER recommend to anyone. Absolute waste of money!!!

They took the money from my account however the item was not in stock. They did give any update and after 6 weeks confirmed the item still was not in stock. They have yet to refund the cost despite being asked. 

Wouldn’t recommend this company to anyone!! Worst service I’ve ever came across, so much that I’m surprised it’s such an established business! Poor standards from the start, first I had the delay of nearly 3 weeks of waiting for the products I ordered because of stock issues. In which they never contacted myself in regards to the delay or expected delivery date, it consisted of myself regularly contacting them. And then I eventually received my product and it was damaged! This than consisted of another two days of myself consistently ringing and emailing various people before they arranged for a replacement part to be sent. In which I now had no bed to sleep on and my bedroom was inhabitable because it was taken up with bed parts! Mattressman promised this replacement part would be delivered today and no surprise it hasn’t!! Told them I’d be putting the bed parts in the public street, which they state I won’t receive a refund unless they collect it in its original packaging! Through my experience I would not use mattressman again and strongly advise anyone else to purchase from elsewhere in the future. There appears to be a large number of poor customer reviews on social media and trading standards is well aware of the regular poor service provided by this company.

This is the 3rd time I have wrote a review about my mattress as they have written off the fact that the slats on my bed are 3cm too wide. This apparently means my mattress is going through the slats and springs are probably ruined. As mattress is 1 foot deep I can't see this happening. So we now have to lay in dips and I rollover into husband when in bed. Hubby has had bad back for 5 months and he blames it on the mattress. I will not be using this company again and will be telling friends and family the same.

What a shambles and useless company Ordered a mattress and bed base mid October to ensure that we had a bed for family coming at Christmas. Mattress had a five week delivery from the manufacturer as it was allegedly hand made but the bed frame was in stock and we reserved one to be delivered with the mattress. After 5 weeks having heard nothing, I gave customer services a ring (28.11.19) and they confirmed that the mattress had been received, they then advised me that the bed frame was our of stock (though I had paid for and reserved ours on the day the order was made). I was initially told that the bed frame would not be in stock until 8th January 2020 - this being no good for us as we need the bed for Christmas - eventually, the following day when I had to call them back a second time , the customer services dept said they had contacted the manufacturers and the bed frame would be delivered to them on Thursday 5th December and they would contact me to arrange delivery. On Friday 6th December I received a call from Mattressman and they confirmed our order was ready for delivery and we arranged for it to be delivered on 9.12.19. emails were received confirming delivery of the order on 9.12.19 - however the only items detailed were the bed frame and a mattress protector. Due to the emails coming through Friday evening I was unable to contact Customer Services as they were closed and not due to open until Monday morning as they only work Monday to Friday! I had to visit the store and was initially told that the order would have been a mistake as it was obvious the person hadn't clicked on the mattress - the store manager went onto their system and looked up the order - accidentally saying that the mattress was out of stock and not due in until 16.12.19 (even though they had confirmed it was in stock in our conversation on 28.11.19) The store manager couldn’t speak to anyone at customer services or the manufacturer as neither were open at weekends - a bit of a joke and not a funny one either. I couldn't be guaranteed that we would have our full order delivered before christmas and had no choice other than to cancel the order and try to make alternative arrangements For a company like Mattressman who’s main business is supplying mattresses and beds as they are after all specialists in this sector- they cant seem to be able to supply orders to customers who have paid in full... is it a different matter if the customer have to finance the order (as they’d have to wait for their money in that situation) Have managed to source an alternative bed frame and mattress from Dunelm (not a specialist bed and mattress supplier) and the order was delivered within 6 days of being placed... so christmas saved by DUNELM.

I was instructed by one of your colleagues that a director would be contacting me on Monday. He also said the director forwarded on his sincerest of apologies and would be calling me personally to apologise. Clearly this is not true if you are now dealing with it. I have lost all faith in your customer service team and if you actually read your teams emails and the history you would see that I have forwarded on the images of the damaged pieces on Friday evening. They are both the same parts and are the end of the bed frame. This is so embarrassing how this has been dealt with and the fact that no one is contactable in your department over the weekend clearly shows that operationally your team is incapable. I had to sleep on a sofa on Friday evening and buy a new mattress with money I do not have on Saturday. A number of points I want addressed: When I made the order the address and date was incorrect and sent via email. I spoke to someone who then proceeded to still put the incorrect information in. Why did I have to call and email every time to get any information. Not once have your team called me first to advise on any issues. When I did call to say the discount code didn't work, she told me it did and then later on realised I was still missing £9.95 off so had to issue a refund. I asked numerous times for the delivery to be on the 26th April and had to ask to confirm this 3 times. I also sent numerous emails asking to confirm the address and delivery date. I have an email from someone confirming the address (wrong postcode) and date to be delivered. This was after the other person told me she would call me the next day but failed to say she was on leave. Friday comes and I still have not been sent a tracking number for my orders. I get a phone call from the delivery driver at DX delivery and he states that the address is to go to my billing address and should never have been used. Luckily for Mattressman DX delivery drivers used their brains and switched at a local point to bring me the beds. Downside both the foot of the bedframes have cracks in them. While this is going on I am trying to get hold of one person who then turns to someone else. I get another phone call from DX Delivery driver who is in Croydon and then says hes taking it back to the depot. Someone at DX delivery calls me and says they cannot deliver today. (Friday) Saturday comes and I try to contact DX Delivery but office is closed, try to contact Mattressman and offfice is closed. Only until I put a review on Trust pilot that the person at DX calls me and says they have lost my order. A guy at DX Delivery Depot calls and reiterates this. I speak with someone at Mattressman and he confirms that the Director at Mattressman will be contacting me on Monday as he was out with his children but to pass on his sincerest apologies. No Phone call ???? Your company have failed in every way possible to assist me and I am so disappointed in the service. I work in delivering large commercial planes to airlines and the fact that this company can not even deliver a mattress to a customer on time is beyond embarrassing. On top of that you have told me numerous times that a director will contact me to keep me quiet so I do not go onto social media and ruin your reputation. This is extremely sad and to stoop this low is really quite terrible. I do not want to deal with Customer service and I expect this to be investigated fully and a full report sent to me. Furthermore, I want the Mattress refunded immediately and I want the beds to be considered as a refund also. This has been a terrible experience and what supposed to be an exciting weekend of me moving into a new flat has been completely ruined by your company and its staff! I look forward to your Directors response! This was written on Monday, still no response!

Bought white metal bed as per picture in their website. Took delivery to find out bed was cream. Phoned mattressman to uplift and was advised would cost £40. They said description says stone white!!!!! Well show a stone white bed which they have done with similar beds. Absolutely appalling service due to the charge, wouldn’t use again

I purchased a Viscount mattress rated Medium to Firm. However, after sleeping on this mattress for 7 months I decided it was too firm for me as it was causing my left hip and back discomfort and lack of sleep as a result. I perhaps should have complained a lot earlier but thought after a while I would get used to it or it would soften a bit after use. I had hoped to have at least received some sympathy or concern and perhaps the offer of a topper as a good will gesture from Mattressman but in fact got neither. I was told by the shop assistant when I complained that even if I had only had it for two weeks that they would not swap it as it was not damaged and was just a "comfort issue." I think the comfortability of a new mattress is really a top priority for customer satisfaction for a mattress provider!! Surely they should want their customers to be comfortable on their mattresses but obviously once they have sold it to you whether you are satisfied or not you are stuck with it!! Some stores offer a period in which you can return your mattress so keep that in mind when purchasing one. I understand that they cannot sell it on once it has been used but they did not offer any options and did not seem to have a very caring attitude.

Went to Lowestoft showroom looking for a medium firmness mattress, we were pointed to a firm one which the salesman said was not to firm which we tried and purchased. When the mattress was delivered we were unhappy as it was really hard nothing like the one we tried so rung customers services. They stated the one in the showroom was being tried a lot and several month old so ours would take time to be similar. After several months there has been no improvement so they agreed to get the inspector round, suppose to be independent but they have used that company for over 7 years so no way they we going to say anything against Mattressman. They found there was nothing wrong with our mattress and its company policy not to replace a mattress. We didn't get what we ordered so we were Misssold a product.