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“Good product, friendly staff. Delivery a bit...”

Written on: 16/08/2012 by MonoLondon (1 review written)

I read most of the reviews before order, starting with the bad ones first. I came to the conclusion that the product itself was good but that if anything went wrong or if I needed anything out of the ordinary I should expect things to go a bit awry.

We have a 'Euro/IKEA' size bed so it was a special order (3" Mattress Topper, 75kg, Outlast cover) - this meant that next-day delivery wasn't available. This wasn't an issue for us and the lady we ordered from advised us that it could take up to 28 days but was likely to take only 14 days. This was okay with us too. We were advised that we'd be contacted the day before delivery was due, probably by text, from the couriers. This was good as it meant I could arrange to be in.

We had originally tried to order via the website but it was not functioning correctly. I decided to phone the order through and t took a few attempts. The lady who eventually answered (and took our order) was very helpful and apologetic; they'd been having technical difficulties. Again, all fair enough.

The only real problem was that the order arrived after only 8 days and without the day-before communication. We were in Cornwall but thankfully our neighbours took it in. The courier didn't leave a card thoough so it sat next door for a few days.

The product is great. Not as "memory" as I was expecting (it returns to its shape very quickly) but it is very comfortable and it has improved the bed's comfort significantly. It does make the bed warmer so we've also dropped several TOG ratings on the quilt.

We're very happy with the purchase and the people that we spoke to were all very friendly and helpful. It's just a shame that their delivery mechanism isn't as promised/expected. It seems to be a common issue with the few complaints they're getting. It's a shame if it's the couriers that are holding them back. If it's not a courier issue then I think they really need to focus on ironing out these problems as everything else (IT issues notwithstanding) is very good.

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