OB
Owen B

1 reviews | Active since Jul 2025

22 Jul 2025, 08:24

You won't sleep well!

Please be very careful doing business with them. My experience was **********. I placed an order for a single bed and was promised delivery within 6 - 9 days. I paid upfront as I was required to do. After the period was up I enquired and was told that they hadn't yet started production of the mattress. I was astounded and when next I complained they told me that the size I had selected was an unusual one (nothing about this on their website) and further enquiries revealed that it was a common size. By then I had run out of patience and cancelled the sale and bought a mattress at another retailer and requested a refund. Some days later I got calls to say that the mattress was now 'in production' to which I rep**** that the sale had already been cancelled. I then got another call to say that they wanted to arrange delivery! Of course my money has not been refunded so it's off to court now. The staff seemed sweet but no sign of any management or organisational aptitude.

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Replies (2)
The Mattress Warehouse
The Mattress Warehouse's reply22 Jul 2025, 09:29
Official
Good day, Owen

Thank you for taking the time to review us and for sharing your experience with us. 
Our sincere apologies for the delay with regards to fulfilling your order.  We experienced delays that was unfortunately not anticipated. 

We have received assurance that your refund was submitted as soon as you sent the required documentation.  Our team will keep in touch to update you on the process. 

Again, we do apologise for any inconvenience caused and assure you that this is not the level of service we aim to provide. 

Kind regards,
The Mattress Warehouse
OB
Owen B's update31 Jul 2025, 12:36
Reviewer Update
OK. On 22 July you acknowledged that my refund application had been received (on 12 June nogal). You also promised to keep in touch to 'update on the process'. I think that you misunderstand. I don't want an update (which by the way I have not received), I want my money back and I want it now. I accept your apology for not giving the level of service you aim to provide but what about just making that payment. I note that there are other messages with exactly the same complaint that I have. I'm not going away or giving up. Just pay up what you owe. A token of your apology would also be appreciated.