MattressesOnline.co.uk - www.mattressesonline.co.uk

We love our new mattress, which was cheap but superb quality. "Rest Assured" is a good name. The mattress was delivered by 1 man, who jumped down from the truck with the kingsize mattress by himself and had no problem bringing it into the house. So don't pay for the 2 man delivery service...not required!

No hesitation in using again!

I recently purchased a king-size mattress from mattressonline to replace my ageing Slumberland. The on-line description sounded great, the specification was good and the price was reasonable. Mattress was delivered and installed on my bed and was a HUGE disappointment - hard as a rock and in my opinion unusable. The comfort rating system used by mattressonline may be subjective and down to individual interpretation but what I received was unrecognisable from their description and comfort rating.

Still needing to sleep, I searched their website and found the softest mattress on their rating system and ordered a replacement. I then contacted customer service to find if I could return the unused and unusable mattress to which the answer was yes. I naively thought that the delivery company would collect and return the unused mattress. I was informed this is NOT the case, they only deliver and would not collect.

Undeterred, I tried to find a company that would collect and deliver the mattress back to mattressonline. I really struggled to find anyone who offers this service for king-size mattresses but eventually found a courier who promised to deliver but let me down at the last minute. I found another who agreed but failed to collect. Third time lucky I found a courier who collected and tried to deliver to mattressonline only to be turned away because the item was not delivered back within 14 days. I was not aware that mattresses had a 'best before' or 'sell by date' but I am obviously wrong. Mattressonline were kept informed of the situation and I have an extremely long email trail to prove it.

Situation now is that the courier has a brand new unused mattress in storage that mattressonline refuse to accept back - I even offered to pay a handling fee but even this is not acceptable to them. I now either have to pay to have the mattress delivered back to me OR pay the courier to dispose of the mattress. This has added £100 to the purchase cost so value rated as terrible.

I will never deal with this company again and I would not recommend them to anyone.

Ordered mattress to be delivered on a Saturday,cost £17 for Saturday delivery was told delivery would be between 7.30-1pm. Called customer services around 12:15 to confirm was still scheduled for delivery as had had no verification/courtesy call or text. Was informed if booked it will be there. 2:30pm arrived and no delivery as of yet- 1hour and 30mins late already so I called the customer service line again and was told by a girl called [name removed] that there was nothing they could do about it. I asked for the £17 I paid for an am Sat delivery to be refunded to my bank account and she informed me that she couldn't authorise that and I would need to complain to her company online in order to receive anything from them for the poor service I received. WOULD NOT RECCOMMEND!!!!!!!!!!!!!!!!!!! P.S-mattress arrived @3:30pm !!!

UPDATE.

I have just received my response which has appeared on the review centre.

It was good of you to reply but you missed my point!

I had a wasted Saturday sitting around and I value my time off. Are you going to refund my delivery cost for a wasted Saturday??

The internet has given the customer power and a voice where we can tell others about our experiences and not just our circle of friends. I hope you will refund this delivery charge before I take this further and become louder on other review centres.

Many thanks.

Bought a Rest Assured Crystal mattress from this company and both the product and the item were excellent.

Highly recommend this company and seen some bad feedback from people who seem to complain that the mattress was too firm or too soft - cannot blame the company for this.

My advice is research the mattress on the high street, then buy online. Cannot believe people would by such a crucial item without testing it first.