Memory Foam Warehouse Reviews - www.memoryfoamwarehouse.co.uk

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4.6 / 5
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Memory Foam Warehouse - www.memoryfoamwarehouse.co.uk

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★☆☆☆☆

“untrustworthy”

Written on: 08/02/2019 by Issac1986 (1 review written)

Bought a £120 Coolmax memory topper from them and it's not really memory foam. It doesn't react to heat or even weight, and it's a very hard piece of foam and not what you call memory foam at all. I've had memory foam before, so I know what I am to expect. I left a review on a well-known review website and they got it removed, they didn't respond to email as yet, despite asking me them to email them with my concern. This tells you exactly how trustworthy this company is. Please consider buying… Read Full Review

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★☆☆☆☆

“DISAPPOINTING Customer Services ”

Written on: 10/02/2017 by ssCrockett266 (1 review written)

I emailed on 30/1 with photos of mattress which is defective, all the layers have come loose and shifted/migrated. Had to follow up this email on 31/1 late afternoon as NO reply had been received. I spoke to Manager in Customer Services, who asked me to send further photos. He explained he would need 48 hours to track my order, but that as my mattress was still under guarantee, it would be replaced. He promised to get back to me within 48 hrs. As soon as the call ended, I took further photos… Read Full Review

Desertrosesa's Comment

Written on: 13/02/2017

Within 5 mins of my Trust Pilot review, Tom called and we amicably sorted out issues and I now await delivery of my replacement mattress.

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★☆☆☆☆

“Never made a more troublesome purchase.”

Written on: 05/11/2016 by spHerndon147 (1 review written)

the mattress was good but the bed had so many items missing. The bed was for a new loft conversion which was placed up there on arrival I was unable to check the bed pieces because due to having had recent spinal surgery. My son checked the parcel and reported that the screws and bolts were missing. When my daughter checked the bed parts she found that there were no construction details and also 3 pieces missing. Once all the missing parts were delivered it took ages to construct the bed… Read Full Review

Mfwcustomerservice's Comment

Written on: 21/11/2016

Hello,

Thank you for your review. We do get the bed bases from an 3rd party. I do apologise that you had missing parts. I would be interested to know your order number is you have it so we could look into which supplier the base came from.

Kind Regards

MFW

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★☆☆☆☆

“Good company gone bad”

Written on: 26/07/2016 by darrenc1971 (1 review written)

Shame. Bought a memory foam mattress a few years ago, and had a great service. Recommended to my brother in law. Mattress turned up damaged & had to wait a week for a replacement. Thought this was a one off, so when my father in law wanted a new mattress, thought i'd try again. But this time there was a problem with the website so it debited my account 5 times for the price of a mattress even though I only wanted one!!!!! took 4 days for customer service department to sort out will… Read Full Review

Mfwcustomerservice's Response to darrenc1971's Review

Written on: 06/08/2016

Hello,
I do apologise for the problems you have encountered. This was a one off system error that we experienced with the payment system we use. We did promptly refund your payments when we were made aware of the issue.

Kind Regards
MFW

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★☆☆☆☆

“SHOCKING AFTER SALES SERVICE AND POOR QUALITY GOODS”

Written on: 18/05/2016 by Kwjcarless1472 (1 review written)

Despite numerous emails 17 in total,calls dropped when on hold and promised calls not returned,all this on top of a home inspection from MFW to ascertain and confirm the faulty mattress I am no further down the line as of day one, which for the record was 5 weeks ago. Memory Foam Warehouses after sales service is unprofessional and down right obtuse, as a customer I have been treated with contempt and ignored for the last 5 weeks with back street avoidance tactics and blatant disregard for… Read Full Review

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★☆☆☆☆

“rubbish customer service”

Written on: 03/05/2016 by JenTh (1 review written)

I have made 2 orders with this company on separate occasions - the first time i was happy and had no complaints. Sadly this was not the case during my recent experience with them. I ordered their most expensive topper which cost approx £150 as i have a serious and painful back condition and this would have helped matters. I noticed immediately on arrival that the cover was damaged (already on the mattress) they sent me a replacement eventually after several emails. When it did arrive i had… Read Full Review

Mfwcustomerservice's Response to JenTh's Review

Written on: 07/05/2016

Good Afternoon,

Thank you for taking the time to leave us a review. My apologies for the damage you have on your topper. Unfortunately due to the timescale situation there has been nothing further we can do, any company only has a certain amount of time set for complaints about damages and faults once you have bought an item from them and as the item was bought in January but the complaint about the damage was only brought to our attention in April it has been too long for us to be able to log any complaints with courier companies for the damage as it may well have been done by them. My apologies again.

Kind Regards
MFW

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★☆☆☆☆

“Very poor quality product, no notification of delivery”

Written on: 17/02/2016 by Elizao1962 (1 review written)

*Ordering* Ordered a bed and mattress deal from here. First disappointment was; despite the website telling me I would be contacted to inform me when the items would be delivered; I received no notification at all and it was only by chance that I had booked a day off work when the items turned up, well the bed....i was then told that the mattress would arrive "at some point" during that day, so had to then spend the rest of my day off work waiting in for the delivery. *Product* The quality of… Read Full Review

Mfwcustomerservice's Comment

Written on: 17/02/2016

Good morning,

Thank you for your review. I apologize for any inconvenience caused to you from ourselves as this may have been a faulty bed. If this has still not been dealt with could you give us an order number and we can look into this for you and get the matter resolved as quickly as possible. We take the happiness of our customers very seriously and would like to make sure you have a positive experience with us in the future.

Kind Regards
MFW

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★☆☆☆☆

“Waiting 3 weeks for order and I'm ignored by customer...”

Written on: 17/01/2016 by Izabella198 (1 review written)

terrible experience and customer service! I ordered a topper two weeks ago and I am still waiting. I call the customer service and I'm told they'll call me back and I never get a call back, when I call back nobody picks up. I'll be making a Paypal claim very soon if this issue isn't resolved! This is the second order in a row I have had issues with. I'd encourage people to avoid this company and shop elsewhere as low prices aren't worth it for the hassle it takes to get the product you pay for… Read Full Review

Mfwcustomerservice's Comment

Written on: 19/01/2016

Thanks for leaving your review, I am terribly sorry to read that your order has not arrived. If you could update your review with your order number and postcode I will be able to find your record and give you a call.

I would like to apologise for the disappointed caused and will pass your comments to the Directors for further investigation regarding the poor level of service.

Kind Regards MFW

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★☆☆☆☆

“Good product, appalling customer service”

Written on: 01/10/2015 by pipnat (1 review written)

This company does not believe in customer communication. They don't believe in normal business practice and don't bother with emails to confirm receipt of your order, despatch of your order or expected delivery date. Any queries are steadfastly ignored. I am a returning customer and an order placed 12 months ago was dealt with as one would expect, hence my placing another order. It seems my loyalty was misplaced. I have been charged twice for my order and am trying to get a refund… Read Full Review

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★☆☆☆☆

“Poor quality products -- even worse customer service!”

Written on: 21/07/2015 by ellynstokesross (1 review written)

I purchased a bed frame from Memory Foam Warehouse at the end of May. Last week (i.e. about a month later), one of the side beams of the frame suddenly cracked lengthwise, nearly splitting in half. The bed has not been used/abused in any unusual way. Upon closer examination, it has clearly split along a pre-existing fault in the wood. We weren't thrilled with the quality of the bed when we first received/assembled it, but we would never have expected something like this. I called the company's… Read Full Review

Mfwcustomerservice's Response to ellynstokesross's Review

Written on: 24/07/2015

Good Afternoon,

Many thanks for leaving your review. We do value all comments made as it can highlight area's of the business to improve.

From looking a the file I can see that we have been in touch with you this week as the damage to the bed is not something we we expect to see with Manufacturing faults and more of accidental damage.

I will arrange for customer service to follow up with you.

Regards,

Carol

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★☆☆☆☆

“Do not buy anything from this comapny”

Written on: 05/07/2015 by Peternlek (1 review written)

I ordered a product from Memory Foam Warehouse for my sister which she subsequently decided she didn't want. I have attempted to get a refund from Memory Foam Warehouse on multiple occasions (even having to send proof of postage to them as they seem to have no record of the return!) but have been fobbed off every time. A company's rating should not be based on sales that are smoothly transacted but on how the company deals with customer returns and complaints and Memory Foam Warehouse is a… Read Full Review

Mfwcustomerservice's Response to Peternlek's Review

Written on: 21/07/2015

Good Morning,

Thank you for your review.

I am very sorry to learn about your order and the problems you have experienced. I would like to apologise for any inconvenience caused. I would like to look into this further and find out exactly what has happened with this order.

In order for us to me to look into this and to contact yourself to discuss this further. Can you please update your review with your order number. This will enable me to locate your order and contact yourself direct to apologise in person.

I trust the above is of an assistance and look forward to speaking with yourself.

Kind Regards

Lee

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Peternlek's reply to Mfwcustomerservice's Comment

Written on: 23/07/2015

The order number was: 100241955, I've already emailed your customer services dept. proof of return postage, can send again if this would help...

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Mfwcustomerservice's reply to Peternlek's Comment

Written on: 24/07/2015

Good morning,

I have checked and you refund was made some time ago to your amazon payments. Please log into your account to retrieve the funds. I have left you a voicemail too as was hoping to speak with you.

apologies

Carol

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★☆☆☆☆

“Deserves a casting on Rogue Traders”

Written on: 06/05/2015 by xzBreen331 (1 review written)

I purchased an Essentials bed / mattress deal at £259.99 - a saving of some £658 from manufacturer’s RRP (£917) apparently. However, the build quality of the bed base does not suggest anything over £150. It is made from inferior materials, storage compartment has no base – it is a cheap bed that will fall apart in a couple of months! Also, mattress (Essential home starter) is not comfy at all. Do not think you are getting a bargain as this deal is probably worth £150 and deliberately… Read Full Review

Mfwcustomerservice's Comment

Written on: 07/05/2015

Wow, sound like we need to look at this for you. Please can you update your review with your order number so that we can look at the points you have detailed and understand the full history surrounding this. We would never ask to to pay for a new bed unless you need parts for a non manufacturing issue.

I look forward to speaking to you.

Kind Regards

Carol

Kind Regards

Carol

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Klienkelvin's Comment

Written on: 13/05/2015

I have exchanged several correspondence emails with the customer service team. Please contact him

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★☆☆☆☆

“A long painful wait”

Written on: 16/04/2015 by Laurau (1 review written)

I ordered a bed and mattress over the bank holiday weekend, delivery should have been on the following Wednesday, I tracked the matress and I did receive this as stated on Wednesday, I was tracking the bed to find 1 piece of 3 was missing, so this delayed the delivery, I rang memory foam warehouse, and was told they would find out what was happening and contact me back, I never got a call back so the following day I called again, to be told they were still awaiting the missing piece, on the… Read Full Review

Mfwcustomerservice's Response to Laurau's Review

Written on: 24/04/2015

Good Afternoon,

I am concerned with the points raised in your review. So that I can investigate all points raised and call you to apologize and can you please update your review with your order number.

Many thanks

MFW

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★☆☆☆☆

“not worth the money”

Written on: 31/03/2015 by channy103 (1 review written)

We bought a leather storage bed and memoryfoam mattress as a bundle deal from this company for nearly £300, the RRP of both the frame and the mattress together is advertised as nearly £900 well that's a joke! The bed frame itself is made of the cheapest low quality material, in not even 3 months the screws in the base have come loose from the wood and as the wood is cheap an thin they will not stay screwed back in which causes the bed to squeek and the frame 2 be unsteady. As for the mattress… Read Full Review

Mfwcustomerservice's Response to channy103's Review

Written on: 01/04/2015

Good Morning,

Thank you for leaving your review.

I am quiet concerned by the remarks made in regards to your recent order and would very much like to find out exactly what has happened here and apologise.

I have contacted you direct this morning via email. If you are able to reply to my email I would be very grateful.

Kind Regards

Lee

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★☆☆☆☆

“Poor”

Written on: 26/03/2015 by TravisNicholson (1 review written)

I had to cancel my order as my bed was "lost" for 5days!!! Calling customer services and trying to track my order was a nightmare I was given a different story/reason each time I called all ending with the promise of next day delivery. Very poor service!!!… Read Full Review

Mfwcustomerservice's Comment

Written on: 26/03/2015

Oh my 5 Days! I would agree that is very much outside of our next day delivery promise. Without seeing your order I am unable to read why this happened.The delay may have been with the supplier not sending the goods or the carriers having issues delivering to you home address.

Please can you up date your review with your order number so that I can see what has happened and personally call you to apologies as this is by no means our usual service which we pride ourselves with.

Many thanks

Carol

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★☆☆☆☆

“Awful customer service! Cheaters, lairs, time wasters.”

Written on: 11/02/2015 by LittleGrain (1 review written)

Awful, awful customer service!!! They cheated, lied and avoided sorting the problem for weeks. The mattress arrived with a hole in it, which was masked with a shipping label. The hole must have been clearly visible when the mattress was packaged for shipping, and therefore it was strategically covered with the label. Had the label be placed elsewhere, I would have seen the hole and refused to sign for the mattress in the first place. Instead of replying to my email they asked me to call them… Read Full Review

Mfwcustomerservice's Response to LittleGrain's Review

Written on: 11/02/2015

Well, I am very interesting in speaking with you direct.

I am the customer Service Manager and would very much like to investigate all the points raised as we are a reputable company and part of the National Bed Federation and sell good products.

Please can you update your review with your order number so that I can call you?

Many thanks

Carol

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Littlegrain's reply to Mfwcustomerservice's Comment

Written on: 12/02/2015

Hi,
So now you want to talk. After I wrote a bad review on the internet.
Well then, if you would like to investigate the failures concerning the customer service in your company, the order number was #100243359.
Regards

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Mfwcustomerservice's reply to Littlegrain's Comment

Written on: 16/02/2015

thanks I will be in touch.

Carol

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★☆☆☆☆

“Nightmare!”

Written on: 05/02/2015 by Aminad192 (1 review written)

Worst company I've bought from told me 3 days to deliver bed it's currently 3 months now and still not got full bed. First they lost my bed completely then left me to take day off work for delivery but they didn't turn up or bother to tell me they wasn't coming. Then the bed turned up but was smashed so had to go back next bed arrived with parts missing and glue bag burst all over the parts inside. Customer service are rude and offensive. … Read Full Review

Mfwcustomerservice's Comment

Written on: 05/02/2015

Good Afternoon,

Thank you for your review.

I am very shocked to learn about your experience with ourselves. I would like to apologise for what has happened.

I would like to look into this further and find out exactly what has happened here and apologise in person. However unfortunatly I am unable to locate any order under the name provided. For this I do apologise.

In order for me to look into this further can you please update your review with your order number and I will be happy to call you direct to dsicuss this further.

I look forward to hearing from you and resolving this shortly.

Kind Regards

Lee

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Dazscrivo's Comment

Written on: 05/02/2015

I'd like to correct my post above I paid for bed mid December and its feb 5th today so it's across 3 months but in time it's been nearly 2 months I've been sleeping on floor without my bed.

To memoryfoam warehouse its fairly obvious who I am as I've been complaining to you for weeks I spoke to you today somebody was supposed to ring me back today but once again no call and I'm still left sleeping on the floor in my house.

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Mfwcustomerservice's Comment

Written on: 09/02/2015

thank you for your corrective comment, if indeed you have been waiting this long it is very much an exceptional case which I would like to discuss with you. Please can you add your order number o the review so that I can call you.

Many thanks

Carol

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★☆☆☆☆

“Memory Foam Warehouse Worst Customer Service Ever Stay...”

Written on: 04/02/2015 by MMHKhan (1 review written)

I have never written a review before but this time I feel compelled I have to. I have bought many mattresses before from memoryfoam warehouse but never again. I bought a mattress upon advise from customer service assistant that it was exactly the same as another mattress which I bought earlier (because they changed names of the mattresses) upon his advise I paid for the item when it was delivered it was not exactly the same the reflex foam under the memory foam was very soft. I called… Read Full Review

Mfwcustomerservice's Response to MMHKhan's Review

Written on: 04/02/2015

Good afternoon.

Thank you for your review. As discussed over the phone when you called us. we offered you an upgrade against our exchange policy which you had agreed upon at the time of the order placement, The mattress you received was indeed a like for like replacement under our current specifications of the mattress, please note that this was done out of policy and was upgraded at your request.

If the mattress is not suitable for you but is not faulty, we would be glad to exchange it but it would fall under our 60 night trial.

The reason our customer services manager told you the same, is because this is a personal item replacement and not under a warranty. should you still wish to exchange the mattress, we would be more than happy to advise you on course of action

regards

Customer services

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★☆☆☆☆

“Yet to deliver - order placed three weeks ago”

Written on: 20/01/2015

Extraordinary. Ordered mattress on 31st December. Nothing came after a week. Spent ages trying to speak to someone on the phone and failed to speak to customer services. Emailed and had a promising response that they were dispatching a new order with extra pillows as a good will gesture. The pillows arrived five days later, but five more days later there is still no sign of the mattress. How is this possible?! I can forgive the five days as we live far from their distribution centre… Read Full Review

Mfwcustomerservice's Comment

Written on: 23/01/2015

Good Afternoon,

Thank you for your review.

I am very sorry to learn that you have not received your order. I would like to apologise for any inconvenience caused.

I can see that we have recently resolved this issue as the courier have lost your original item for this I do apologise. I can see that we have issued a replacement and this should be with you by the middle of next week.

I will contact you direct via email to discuss this further.

I trust the above is of an assistance and would like to apologise for any inconvenience caused. I would agree that 3 weeks is not a reasonable time as majority of our orders are delivered within 72 hours.

Kind Regards

Lee

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★☆☆☆☆

“THEY CAN'T DELIVER THE PRODUCT, HAD MY MONEY BUT NO...”

Written on: 20/01/2015 by VirginiaCook302 (1 review written)

Have waited 3 weeks, have been advised that 3 orders have been placed and to accept one and turn the other two away!!! Trouble is, nothing has arrived. XPD are the courier but, they have admitted they are overwhelmed and can't cope. We are still waiting and are fearful that we won't receive the mattress or our money back. The offer looks really attractive, the prices great, but if they can't deliver what is the point? They have already changed their courier as they weren't efficient… Read Full Review

Mfwcustomerservice's Comment

Written on: 20/01/2015

Good morning,

I am obviously disappointed by the comments made in your review and need to do something to solve this situation. If we have raised 3 orders then we have tried to resolve the situation and the issue is with the carrier. Please can you update your review with your order number so that I can contact you and have your mattress delivered.

I look forward to speaking to you.

Kind Regards,

Carol

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