Atrocious customer service

3.5 / 5
66% of users recommend this
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Luke737's review of Land of Beds -


“Atrocious customer service”

Written on: 16/11/2020 by Luke737 (1 review written)

I would not recommend this company to anyone who values even half-decent customer service. From my experience, they are misleading their customers without offering essential after-sale support and therefore mis-selling expensive products.

I ordered a rather pricey mattress from them online (Covid-19 time so visiting a shop wasn't practical). Before completing the purchase I wanted to confirm the mattress was returnable if it wasn't suitable (we all know mattress preferences are quite specific and particular). So I looked on their website, under the "Returns" tab which reads "We want you to be 100% satisfied with everything you buy from Land of Beds. If you would like to return an item to us you may do so within 14 days of receiving it". This was conclusive enough for me to place my order in confidence that I would be able to return it if necessary.

After just a few hours of uncomfortable sleep it was clear that the mattress I'd bought wasn't firm enough for my bad back so removed it from my bed, repackaged it and contacted the retailer to arrange an exchange. To my horror, I was told they don't accept returns if it has been opened. Had I known this I would never have bought from them in the first place. I asked why this wasn't made clear on their website, and in fact why their website illuded to the opposite (quoted above). Their reply was both defensive and impersonal, stating that I had agreed to their expanded terms which make mention of the "no return once opened" policy.

After some investigation, I discovered that said 'expanded terms' was actually a 13-page legal document hidden within the illusive realm of their website which had clearly been engineered to absolve Land of Beds of their customer service duties and responsibilities. Furthermore, I doubt anyone barring the lawyer who wrote these terms has ever actually read them in full.

I tried reasoning with their customer services department both over the phone and via email, but they continued to show zero compassion or understanding and just kept pointing me back to their legal loophole. They even had the audacity to tell me, after refusing to take the first mattress back, that they are willing to help by selling me a second firmer mattress. I'll leave it up to you to figure out what my response was.

In a nutshell, there are much more reasonable, well-priced and customer service orientated retailers out there who offer a supremely better service to people who are about to spend a lot of money on mattresses, and most do actually accept mattress returns. With so many better options out there, don't bother wasting your time with Land Of Beds.

P.S. I now have a fancy mattress which has only been slept on for 4 hours, free to a good home!

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