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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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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Refused delivery to a disabled customer, still no refund
My experience with ADELINE WATERSON has been appalling.
Before the bed was even taken off the delivery van, I clearly explained that I required delivery to my first-floor flat, as stated on the order. I am disabled and physically unable to move a large item myself. Despite this, two young, able-bodied delivery men flatly refused to deliver the bed to my home.
As a result, I refused the delivery and left in my car. Only after I had gone did I receive a text message from the courier claiming the bed had been “left outside.” I did not consent to this, it was not delivered to my address, and leaving a bed outside in heavy rain is neither acceptable nor a valid delivery.
What followed was a string of ignorant, dismissive messages and a complete failure to take responsibility. I have now formally requested a refund four times, yet no refund has been issued.
This was not just poor service, it showed a clear disregard for accessibility and disabled customers, coupled with misleading communication and a refusal to resolve the issue properly.
I would strongly advise against using this company. If you value basic customer care, honesty, and respect, look elsewhere.
14 February 2026
Unprompted review
It was raining and very muddy in places…0n 07 02 26
It was raining and very muddy in places The men delivering were very polite and took their shoes off. The mattress had some muddy scuff marks on the corners of one end which I didnt see until they had left. It measured 51.5inches so it over hung the 48inch 48 inch base,however. I have decided to keep it as its too much bother to try to exchange or get an exact fit.It is very comfortable as well .
9 February 2026
Reply from Adeline Waterson
Thank you, Marion, for taking the time to leave your review.
We’re sorry to hear about the muddy scuff marks on arrival and that the mattress overhung your base slightly. That’s not the experience we aim to provide, and we appreciate you bringing it to our attention.
That said, we’re really pleased to hear the delivery team were polite and considerate, and that you’re finding the mattress very comfortable. We hope it continues to serve you well.
If there is anything we can assist with in the future, please don’t hesitate to get in touch.
Easy ordering great delivery
Easy ordering great delivery. Bed is well made overall very happy. Would order again.
24 December 2025
Reply from Adeline Waterson
Thank you for your review.
We’re delighted to hear that you found the ordering process easy, delivery went smoothly, and that you’re happy with the quality of your bed. It’s great to know you would order from us again.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
EXCELLENT service
EXCELLENT service, Fantastic bed, Fast Delivery. GREAT assembly service absolutely 💯% on Dot
29 January 2026
Unprompted review
Reply from Adeline Waterson
Thank you for your fantastic review.
We’re delighted to hear you’re so pleased with the service, delivery, assembly, and your new bed. It’s great to know everything was completed to such a high standard and met your expectations.
We really appreciate your feedback and are glad you had such a positive experience. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
I was contacting to arrange delivery…
I was contacting to arrange delivery and after we arranged the day I was contacted by driver and told that actually they will be delivering my bed next day which would be amazing for someone but I was at work and the house that mean to be delivered was empty with no one living there and I was at work. I did contacted and said that oryginally arranged date works for me as I will be at work otherwise. The bed was delivered the day I didn’t agreed so obviously there was no one there and bed was left in a garden in a rainy day
31 January 2026
Reply from Adeline Waterson
Thank you for taking the time to share your feedback.
We’re very sorry for the inconvenience caused by the change to your agreed delivery date and understand how frustrating this must have been. Our intention was to ensure a prompt delivery, however we appreciate this did not align with your availability.
We did attempt to contact you via WhatsApp, email, and telephone to confirm arrangements, but unfortunately we did not receive a response at the time. As a result, the delivery was completed as scheduled by the courier, and the item was left as per their standard process.
We understand this situation was not ideal, and to resolve the matter, a full refund was processed for you.
If there is anything further we can assist with, please do not hesitate to contact our customer service team.
Excellent communication
Excellent communication, I was kept up to date with delivery times. The driver called 20 minutes before arriving. Excellent value for money. Lovely bed just as in the advertisement.
27 January 2026
Unprompted review
Reply from Adeline Waterson
Thank you for your review.
We’re delighted to hear you were kept well informed throughout the delivery process and that the driver’s communication was helpful on the day. It’s also great to know you’re pleased with the value, quality, and that your bed matches what was advertised.
We really appreciate your feedback and hope you continue to enjoy your new bed. If there’s anything we can assist with in the future, please don’t hesitate to get in touch.
Reply from Adeline Waterson
Thank you for your kind review.
We’re delighted to hear you’re happy with the product, price, and fast delivery. It’s great to know you had such a positive experience with us.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
The bed isn't the best quality.
The bed isn't the best quality. I was just expecting much better quality for the price I paid.
The assembly instruction was very poor. The matters barely fits in the frame too. We cannot use the ottoman.
25 January 2026
Reply from Adeline Waterson
Thank you for taking the time to leave your feedback, Mr Kizelbach.
We’re sorry to hear that the bed has not fully met your expectations, particularly in relation to the quality and assembly instructions. We also understand your concerns regarding the fit of the mattress within the frame and the impact this has had on the ottoman function.
This is not the experience we aim to provide, and we appreciate you bringing these points to our attention. We would like the opportunity to look into this further for you and see how we can help resolve the issues you’ve raised.
Please contact our customer service team on 01924 806426 with your order details so we can assist you directly.
Ordered my mattress on Sunday delivered…
Ordered my mattress on Sunday delivered on Wednesday!! Amazing service.
Beautiful mattress so pleased.
Delivery hassel free and took old mattress at a small charge 😃😃😃
14 January 2026
Reply from Adeline Waterson
Thank you for your lovely review.
We’re delighted to hear your mattress arrived so quickly and that you’re pleased with the quality. It’s also great to know the delivery went smoothly and that the old mattress collection service was helpful for you.
We really appreciate your feedback and hope you continue to enjoy your new mattress. If there’s anything we can assist with in the future, please don’t hesitate to get in touch.
Reply from Adeline Waterson
Thank you for your review.
We’re delighted to hear you’re happy with the service, your new bed, and the fast delivery. It’s great to know you had such a positive experience.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
very good high quality bed and lovely…
very good high quality bed and lovely comfy mattress and prompt delivery service, cannot fault, very pleased
13 November 2025
Unprompted review
Reply from Adeline Waterson
Thank you for your kind review.
We’re delighted to hear you’re pleased with the quality of your bed and mattress, and that you found the delivery service prompt and reliable. It’s great to know everything met your expectations.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
New Year Gift
We thought the headboard would arrive in March to our new address but arrived at 1am on New Years Day with a courier kind enough not to ring the bell!
What a start to the year!
1 January 2026
Reply from Adeline Waterson
Thank you for your kind review.
We’re delighted to hear you’re happy with the service, your new headboard, and the fast delivery. It’s great to know you had such a positive experience.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
Very responsive to emails and ensured…
Very responsive to emails and ensured the product was delivered before NY
1 January 2026
Reply from Adeline Waterson
Thank you for your kind review.
We’re delighted to hear you were pleased with our communication and that we were able to arrange delivery before the New Years. It’s great to know everything arrived on time and met your expectations.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can assist with in the future, please don’t hesitate to get in touch.
Great communication and fast delivery…
Great communication and fast delivery given the time of year I ordered the mattress
31 December 2025
Reply from Adeline Waterson
Thank you for your review.
We’re delighted to hear you were happy with our communication and that your mattress was delivered quickly, especially during a busy time of year. It’s great to know everything went smoothly.
We really appreciate your feedback and hope you continue to enjoy your new mattress. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
Excellent service
Excellent service, ordering was very easy and the bed was delivered within 3 days. The bed was very easy to build and feels very well made would recommend to friend and family.
28 December 2025
Unprompted review
Reply from Adeline Waterson
Thank you for your kind review, John.
We’re delighted to hear you found the ordering process easy and that your bed was delivered so quickly. It’s great to know you found it straightforward to assemble and are pleased with the quality and finish.
We really appreciate your recommendation to friends and family, and hope you continue to enjoy your new bed. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
Purchased it as they got add ons to…
Purchased it as they got add ons to take your mattress for additional pay! Mattress delivered but there courier wont take my old mattress even showed my receipt, at worst courier tried to ran off when tried to ask being rude and disrectful. Emailed the of course they haven't done anything. Dont bother just shop else where. Very dissapointed
6 December 2025
Reply from Adeline Waterson
Thank you for taking the time to share your feedback, and we are very sorry to hear about your experience.
We are concerned to read your comments regarding the removal service and the conduct of the courier on the day of delivery. This is not the standard of service we expect, and we fully understand your frustration and disappointment.
We would like to assure you that this matter will be raised with our delivery partner for investigation. We also apologise that you feel your follow-up email has not been properly addressed, as this is not the level of support we aim to provide.
If you are still awaiting a resolution, please contact our customer service team with your order details so we can review this urgently and assist you further.
We appreciate your feedback and are sorry that your experience fell short of expectations.
Adeline Waterson…
Though there was a misunderstanding with the delivery crew. The issue was quickly rectified. The overall experience was positive and the customer service was excellent.
22 December 2025
Reply from Adeline Waterson
Thank you for your review.
We’re sorry for the initial misunderstanding with the delivery, but we’re pleased to hear it was quickly resolved and that you had a positive overall experience. It’s also great to know you were happy with our customer service.
We really appreciate your feedback and hope you continue to enjoy your purchase. If there’s anything we can help with in the future, please don’t hesitate to get in touch.
Excellent customer service
Wow! This business is incredible, wasn’t expecting my bed until after x-mas with the Christmas rush etc and I’ve had a message off them to see if 1am is convenient for me (Christmas Eve) and thankfully I’m up till past then so I’ll have my bed on time for Christmas, truly incredible and amazing customer service, will update with a photo once arrived and up, super fast delivery even at the most busiest time of the year, would 100% recommend ☺️
24 December 2025
Unprompted review
Reply from Adeline Waterson
Thank you so much for your wonderful review.
We’re really pleased we could get your delivery arranged in time for Christmas and that the communication worked well for you. It’s great to hear you’re happy with the service during such a busy period.
We really appreciate your recommendation and look forward to seeing your update once everything is set up. If there’s anything you need in the meantime, please don’t hesitate to get in touch.
My experience with Adeline Waterson
My experience with Adeline Waterson
was fantastic from start to finish
The support team kept me updated even when a few changes hade to be made.
There friendly professional team on delivery was very experienced and assembled my beautiful new bed in a flash.
It was refreshing to purchase a bed actually made in Great Britain.
This company is highly recommended and I will certainly be purchasing from them again in the near future. Thanks Adeline Waterson team.
13 December 2025
Reply from Adeline Waterson
Thank you for your wonderful review.
We’re delighted to hear that you had a fantastic experience from start to finish and that our support team kept you well updated throughout any changes. It’s also great to know the delivery team provided a professional and efficient assembly service for your new bed.
We really appreciate your kind comments about our British-made products and your recommendation. It means a great deal to the whole team.
We look forward to serving you again in the future. If you need anything in the meantime, please don’t hesitate to get in touch.
Paid for a mattress and recycling of…
Paid for a mattress and recycling of old one. Driver came and refused to take my old one saying he was not told to take it. Showed my receipt that I'd paid was told sorry doesn't matter and since have had zero reply after many attempts to reach them. Basically just took my money. In dispute currently
21 December 2025
Reply from Adeline Waterson
Thank you for taking the time to share your feedback, and we are sorry to hear about your experience.
We apologise for the confusion and frustration caused regarding the mattress recycling service. This is not the standard of service we aim to provide, and we understand how disappointing it must have been when the collection was not completed as expected.
We can confirm that this matter has been reviewed and a refund has already been processed as part of the resolution. We are also sorry for the delay in communication while this was being addressed.
If there is anything further we can assist you with, please do not hesitate to contact our customer service team.
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