The delivery service is 5 star & the assembly service is 5 star. The man who done both, he was lovely, pleasant & polite. The reason for the 4 star and not 5 is because the headboard is slightly... See more
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Review summary
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After a difficult start and a missed delivery the bed arrived. The single courier driver was a lovely guy who assembled and took upstairs on his own. Excellent hard worker. Very pleased with the b... See more
Ordering mattress and using site was fine sadly when they delivered it, it was not the mattress I ordered and did not resemble the photograph on the website. Rang them up to collect it which they di... See more
Company replied
No response from customer services regarding an issue. Bed was pretty decent despite the headboard material stitching looking like someone had stitched it whilst on a slope. Cheap and cheerful... See more
Company details
Written by the company
At Adeline Waterson, we specialise in handcrafted bespoke beds and mattresses, helping customers across the UK create bedrooms that combine style, comfort, and practicality. With over 15 years of industry experience, we've crafted thousands of made-to-order beds, offering everything from luxurious upholstered bed frames and practical storage beds to premium mattresses designed for a great night's sleep. Every product is carefully made using quality materials and traditional craftsmanship to ensure lasting comfort and durability. We believe buying a bed should be simple and stress-free. That's why our friendly, knowledgeable team is on hand to help you choose the right style, size and fabric for your home, whether you're furnishing a master bedroom, guest room or a compact space that needs clever storage solutions. Customer satisfaction is at the heart of everything we do. From expert advice before you order to reliable delivery and dedicated after-sales support, we're committed to providing an exceptional experience from start to finish. As a business, we're also passionate about giving back. For every £100 you spend with us, we donate £1 to charities supporting underprivileged families and environmental initiatives across the UK, helping to make a positive impact in our communities. Whether you're looking for a statement bed, a bespoke design, or simply a better night's sleep, we're proud to offer quality products, outstanding value and service you can rely on. Thank you for choosing Adeline Waterson – we look forward to helping you transform your bedroom.
Contact info
United Kingdom
- adelinewaterson.co.uk
3.4
Average
270 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 23% of negative reviews
Typically takes over 1 month to reply
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No response from customer services…
No response from customer services regarding an issue.
Bed was pretty decent despite the headboard material stitching looking like someone had stitched it whilst on a slope.
Cheap and cheerful bed so suppose you get what you pay for.
8 June 2026
We're very happy with our product
We're very happy with our product, delivery arrangements and efficiency and helpfulness of man who delivered. (We did find the website did not allow us to buy the stain protection we wanted - forget details. Maybe it was us.) Overall very happy.
13 June 2026
Unprompted review
Bed was delivered with missing parts…
Bed was delivered with missing parts required for set up, reached out to support & its been almost 1 month with no update or delivery of missing parts. Taking the option of returning the bed now.
Totally unacceptable poor customer service.
5 June 2026
So far so good can’t say much more…
So far so good can’t say much more because I have not got the order yet
12 June 2026
Beautiful bed
We had a great delivery service and great customer service experience. We chose the Kingsford upholstered bed in pink velvet after ordering free samples to decide which fabric worked best for our daughter’s bedroom. The bed was so easy to put together!
14 May 2026
Unprompted review
Incredible service and smooth process
Amazing service from choosing our bed to delivery. The quality of the bed is beautiful. Honestly made to perfection. The delivery drivers ere absolutely amazing to very polite and careful when unloading.
Overall I would 100% purchase again.
22 May 2026
Unprompted review
Very pleased with the service i…
Very pleased with the service i received, fast, reliable and quality!(First time using these)
Highly recommend!
9 June 2026
Unprompted review
I am very happy with my new mattress
I am very happy with my new mattress
Fast delivery with updates.
Comfortable as well
Perfect 👌
6 June 2026
Unprompted review
Excellent service
Excellent service , highly recommend, top quality materials used , very impressed .
21 May 2026
Unprompted review
Great first purchase, frustrating second experience and disappointing customer service
My first experience with Adeline Waterson was very positive. I ordered a double bed and was pleased with both the quality and the service, which is why I returned to place a second order.
Unfortunately, my second order, a single bed with left-hand side drawers, was delivered incorrectly. The drawers were on the wrong side, making the bed unsuitable for the intended space. The bed was returned, but more than three weeks later the matter remains unresolved.
Communication has been extremely disappointing. I only receive updates when I contact the company myself. I was promised a replacement delivery last Saturday, but it never arrived and no explanation was provided.
It is frustrating that a straightforward issue has taken so long to resolve. While my first purchase was excellent, the handling of this order, the lack of communication, and the failure to follow through on promises have left me very disappointed.This version is firm, factual, and difficult to dispute because it focuses on what happened rather than making accusations.
I have requested for a refund as was told that I would be refered to the manager. Whichever way, i need my refund asap.
8 June 2026
Unprompted review
Mattress is perfect
Mattress is perfect, just what I ordered. On the other hand, my delivery day was missed up after calling them and requesting my preferred day, my order turned up on a different day.....thankfully I had paid for them to recycle my old mattress so still had that. On the other hand the delivery service was awful! They arrived at 9.30pm, no communication from the couriers, dropped the mattress without unwrapping and wasn't happy they were taking the old one. Also, before arriving a received a WhatsApp message stating it would be delivered only to a ground floor.....thankfully I live in a bungalow!!
Adeline Waterson......you need to look at your courier service!!
6 June 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to leave a review.
We're delighted to hear that you are pleased with your mattress and that it is exactly what you ordered.
However, we are very sorry to learn about the issues you experienced with the delivery. We understand how frustrating it must have been for your preferred delivery day not to be honoured, followed by a late evening delivery and poor communication from the courier.
The service you received does not reflect the standards we expect from our delivery partners. Your comments regarding the lack of communication, the handling of the mattress, and the confusion surrounding the collection of your old mattress have been noted and will be passed on to the courier company for review.
We appreciate your honest feedback, as it helps us identify areas where improvements are needed. While we're pleased that you're happy with the mattress itself, we sincerely apologise that the delivery experience fell short of expectations.
Thank you again for bringing this to our attention.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Driver was rude. …
Driver was rude and wouldn't take mattress upstairs to bedroom. We are in our 80's and had to pay a neighbour to take mattress to bedroom. We paid to have our original mattress taken away, they did that then just drove off without moving the new mattress. We contacted the company who apologised and offered us. a refund on mattress removal and small compensation for our trouble.
3 June 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to leave a review.
We are very sorry to hear about your delivery experience. This is not the level of service we expect our customers to receive, and we completely understand your frustration, particularly given that you had paid for your old mattress to be removed and were relying on assistance with the new mattress.
We sincerely apologise for the driver's conduct and for the inconvenience caused. We appreciate that having to arrange and pay for a neighbour to move the mattress upstairs was far from ideal.
As discussed, we have refunded the mattress removal charge and provided compensation as a gesture of goodwill. We have also shared your feedback with the delivery team to help ensure similar issues do not occur in the future.
Thank you for bringing this matter to our attention, and we hope that despite the delivery issues, you are pleased with your new mattress.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Reply from Adeline Waterson
Thank you for taking the time to leave us a review.
We're delighted to hear that you found the ordering process easy and that you were kept informed throughout the delivery process. Providing clear communication and a smooth customer experience is something we strive for, so it's great to know we met your expectations.
We truly appreciate your support and hope you enjoy your purchase.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Reply from Adeline Waterson
Thank you for taking the time to leave us such a wonderful review.
We are delighted to hear that you had a positive experience with our company. Providing excellent service and support to our customers is always our priority, so it's great to know that we met your expectations.
We truly appreciate your kind words and your support. We look forward to assisting you again in the future.
Kind regards,
Sarah Foster
The Customer Service Team
Great bed and very good customer…
Great bed and very good customer service. Thanks
29 May 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to leave us a review.
We're so pleased to hear that you're happy with your bed and the service you received from our team. We work hard to provide both quality products and excellent customer care, so it's wonderful to know that this was reflected in your experience.
We truly appreciate your feedback and thank you for choosing us. We wish you many comfortable nights ahead and look forward to assisting you again in the future.
Best wishes,
Sarah Foster
Adeline Waterson Customer support Team
From order to delivery 10 days…
From order to delivery 10 days Including a bank Holiday.
I ordered a winged headboard and it's absolutely beautiful.
Delivery chaps were lovely and took care in my home.
30 May 2026
Unprompted review
Reply from Adeline Waterson
Thank you for your fantastic review.
We're delighted to hear that you received your order so quickly, especially over a bank holiday period, and that you're pleased with your new winged headboard. It's wonderful to know that it has met your expectations.
We're also pleased to hear that our delivery team made a positive impression and took great care while in your home. We'll be sure to pass on your kind comments to them.
Thank you for choosing us, and we hope you enjoy your beautiful new bed for many years to come.
Kind regards,
Sarah Foster
Adeline Waterson Customer Support team
Affordable
The bed is really nice but the mattress was a bit cheap. They didn't answer the phone much but occasionally you could get through.
they didn't remove packaging
But I'll give 5 stars anyway because they're really friendly. They came back to make a repair on the bed frame which was most appreciated.
30 May 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to leave us a review and for awarding us 5 stars.
We're pleased to hear that you're happy with your bed and that you found our team friendly and helpful. We also appreciate your feedback regarding the mattress, telephone availability, and packaging removal, as this helps us identify areas where we can improve.
Most importantly, we're glad that we were able to resolve the issue with the bed frame and that our team could return to carry out the repair to your satisfaction. Providing good after-sales support is very important to us, and we're delighted that we were able to put things right for you.
Thank you again for your kind comments and support. We hope you enjoy your bed for many years to come.
Kind regards,
Sarah
Adeline Waterson Customer Support Team
Absolute chaos
Absolute chaos, I haven’t been able to get hold of anyone at the company and keep getting what’s app messages from random numbers and can’t track my purchase on the app.
I have no idea where my bed is and when it will be delivered!
30 May 2026
Have not received anything yet.
27 May 2026
Unprompted review
Very amiable to your needs
Very amiable to your needs. Very flexible with deliveries and product. All round great service with a great company. Their choices of fabrics are good quality and lots of variety. Their prices are very reasonable for the quality. My headboard is beautiful, very pleased
1 May 2026
Reply from Adeline Waterson
Thank you for your lovely review.
We’re really pleased to hear that you found our team helpful and flexible with your delivery and product options. It’s great to know you’re happy with the quality and variety of our fabrics, as well as the value we aim to provide.
We’re especially glad you’re so pleased with your new headboard and that it has made a positive difference in your home.
Thank you again for your kind words and support, we truly appreciate it.
Kind regards,
Adeline Waterson Customer Support Team
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