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“Let down by Returns Policy”

written by on 20/09/2015

I have had two good experiences with Mattressman, but sadly these have been negated by a third one.

During one of my transactions I bought two beds, two mattresses, and two mattress protectors - one of the mattress protectors ordered in error and being surplus to requirements.

I took the item back to my local Mattressman store to return it, where I was told that I would have to return it by arranging a collection, as the company was effectively an internet company. However, this would have necessitated my taking a day off work, as this wasn't possible from my workplace, and I was not aware of companies such as Doddle at the time. So I kept the item with the intention of returning it the next time I received a delivery from them.

I placed a third order online, three months later. As soon as I had placed the order I phoned Mattressman and advised that I still had the item to return to them. Later that day, at the end of business hours, I received a voicemail stating that I wouldn't be able to return the item as I had not arranged the collection within Mattressman's required time period.

After some brief email dialogue, the Customer Services member informed me that 'there is nothing we can do in returning the mattress protector'.

Obviously this is in line with Mattressman's policy, however I do feel a little aggrieved that Mattressman, or possibly the Customer Services member, were unwilling to review the situation. Although the item isn't exactly expensive, I consider their inflexibility a real pity, especially considering I had spent well over £1000 with them, had taken the item to a Mattressman store, and would also be receiving a delivery from them the next day when they could have collected it.

'Computer says no'.