1 reviews | Active since Aug 2025
Breach of Trust and Misleading Information at Vencasa
As a previous and very satisfied customer of the Vencasa Design Quarter branch, I am deeply disappointed and feel misled by my recent experience at the Hyde Park store.
I urgently needed a standard bed and base for immediate delivery. The sales team at the Hyde Park store explicitly told me that they had no stock of cheaper mattresses or bases, compelling me to purchase a significantly more expensive option.
Just a few days later—on the Sunday—I called the Vencasa Design Quarter branch, and was informed that they had the exact mattress and base I needed in stock at one-third of the price. This directly contradicted what I was told at the Hyde Park store.
When I confronted Vencasa's customer support, their response was to dismiss my concerns with a claim that the stock only arrived "the following week." This is incorrect; I made my inquiry that same week on the Sunday. This attempt to cover up a lack of transparency is unacceptable.
The company's proposed resolution of an exchange plus a store credit is entirely useless to me. I have lost all faith and trust in Vencasa due to this dishonest and misleading conduct. I am not a customer who wishes to be compelled to remain a customer through a store credit after a fundamental breach of trust.
A company that is willing to mislead customers and then refuse to take responsibility has failed to uphold its values. I will not be purchasing from Vencasa again.
Thank you for reaching out and for sharing your feedback regarding your recent purchase from our Hyde Park branch. I’m truly sorry to hear that your experience did not meet expectations and that you felt misled—this is never the standard we aim for at Vencasa.
After reviewing the details with the relevant teams, I would like to clarify a few key points.
- At the time of your visit to our Hyde Park store, the mattress you purchased was the only available option in stock for immediate delivery—which was your stated priority due to your need to accommodate guests.
- The Vencasa Omni Comfort mattress you referred to only arrived in stock the following week, which is also when you contacted our Design Quarter store. Had the stock been available earlier, our team would certainly have recommended it as a suitable alternative.
As per our company policy, we do not offer refunds. However, we do have a 180-night comfort exchange programme that typically applies after 180 days of use. In light of your dissatisfaction, we are willing to make an exception and facilitate an immediate mattress exchange, along with a store credit as previously offered.
While we understand that this may not fully restore your trust, we hope it demonstrates our commitment to resolving the situation fairly.
Please let us know how you’d like to proceed.
Kind regards,
Vencasa Team
Thank you for reaching out and for sharing your feedback regarding your recent purchase from our Hyde Park branch. I’m truly sorry to hear that your experience did not meet expectations and that you felt misled—this is never the standard we aim for at Vencasa.
After reviewing the details with the relevant teams, I would like to clarify a few key points.
- At the time of your visit to our Hyde Park store, the mattress you purchased was the only available option in stock for immediate delivery—which was your stated priority due to your need to accommodate guests.
- The Vencasa Omni Comfort mattress you referred to only arrived in stock the following week, which is also when you contacted our Design Quarter store. Had the stock been available earlier, our team would certainly have recommended it as a suitable alternative.
As per our company policy, we do not offer refunds. However, we do have a 180-night comfort exchange programme that typically applies after 180 days of use. In light of your dissatisfaction, we are willing to make an exception and facilitate an immediate mattress exchange, along with a store credit as previously offered.
While we understand that this may not fully restore your trust, we hope it demonstrates our commitment to resolving the situation fairly.
Please let us know how you’d like to proceed.
Kind regards,
Vencasa Team
To resolve this issue fairly, I am requesting a refund for the price difference between the mattress I was sold and the Vencasa Omni Comfort mattress that was available. This solution addresses the financial impact of the misleading information I received without compelling me to remain a customer.
To resolve this issue fairly, I am requesting a refund for the price difference between the mattress I was sold and the Vencasa Omni Comfort mattress that was available. This solution addresses the financial impact of the misleading information I received without compelling me to remain a customer.