Mattress Supermarket Reviews 

The whole experience has been absolutely awful. Avoid this company at all costs.. They don’t answer phone lines reply to emails weeks later and do no cooperate.. They are actually the worst company I’ve ever had to deal with and I’m still waiting for my refund for a damaged bed that they refused to exchange or return..
Misleading information. No customer service skills at all.. Delivery issues. Most of all do not listen to customer or answer the phones.. And respond to emails weeks on end saying they are investigating
Absolute awful.. Avoid avoid avoid at all costs..

Terrible exsperience ordered on 10th july 5 delivery slots were arranged waited in each time nothing arrived never answer there phones excuse after excuse only just got refund back 17th august luckly i paid with clearpay so in end they contacted them on my behalf i would avoid this company .

Waited over 8 weeks for a delivery to the point I couldn't wait any longer. I was given 6 different delivery dates and fobbed off everytime when not arrived when said. I then cancelled my order to order from another company then they tried to keep 25% of my money for a cancellation fee. This is now in the hands of the ombudsman and my solicitor as this order was cancelled due to their poor service and not upholding their contract of delivering in a certain timeframe. After numerous phone calls being made, being on hold for ages then the line going dead, numerous emails being answered by different people sending the same reply I was getting nowhere hence my review and my actions. DO NOT ORDER FROM THIS COMPANY. I HAVE NEVER BEEN SO MESSED ABOUT IN MY LIFE. THIS COMPANY IS PURPOSELY HOLDING ON TO DELIVERIES TO MAKE PEOPLE CANCEL AND KEEP OVER £150 PER PERSONS CANCELLATION.

Terrible service , there’s no telephone service. I’ve been told there is a phone issue each time. You can only communicate online via email. The delivery was late I had to keep chasing it up, the bed came I wasn’t happy with it they said I need to give 25% for cancelling the order plus 5% admin fee. So you basically lose out. If you open the packaging then you can’t return your order so you are stuck when there’s a problem with the bed.

The quality of products is non existent, after the first night i have had to order a new mattress from a reputable online store including £25 for them to dispose of the joke that came with the bed. Thinking that nothing else could go wrong was the worst thing I could have done because it now seems that the 2 drawers nearest the headboard won't open on a 4 drawer divan. To anybody reading this review, pay more and go somewhere else because this company is a joke.

Avoid this company at all costs -
I ordered a bed, arranged delivery and thought all would be ok - but, the delivery never arrived and I’ve spent over a week chasing the company to get the bed I’ve paid for.
I tried calling - but have never been answered, emails have been answered but every question I’ve asked has been deflected and not answered- so I’m still none the wiser as to where my order is.
I tried calling the delivery company - they don’t answer either, their email bounced back and another number I was given is not recognised. I have requested a refund and am waiting for my money back. Wish I’d read other reviews before ordering.

Ordered the Maddie ottoman storage bed. Craftsmanship is excellent. We bought it for our spare room and as it was cheap we didn’t expect much but are happy enough we have ordered one for our bedroom. Highly recommended.

I was looking for a bed in a time crunch. After inputting my postcode the delivery date was showing between 3-10 working days. The t&c’s say that the bed is dispatched from the warehouse with a day or two and then delivery partners will be in touch. Nobody was in touch 10 days later so I emailed and was told a delivery date past the suggested 10 working days. I then proceeded to email back and forth trying to cancel the order, receiving the same reply “your order is due for delivery on X date, confirm delivery date”.

Essentially they were trying to get me to accept delivery as they then charge 25% of the order to return the product, and an extra £60 to pick it up.

Very very scammy.

Awful experience!!
I ordered my bed in July and was given a delivery date and time slot. That day came and went, no bed was delivered, no notice or communication from them to say why it hadn’t arrive or when it would. Never answered their phones and neither did the delivery company.
I was then given another date and time slot 2 days later. The delivery people arrived later than expected and attempted to deliver a damaged bed, so we refused delivery of the damaged item.
When I contacted them I was told it would be sorted ASAP but then received no communication for nearly two weeks.
I was then given another date third delivery date. Again, this came and went with no delivery, no communication and no response when I tried contacting them.
I then got given a FOURTH delivery day and time, and once again it has come and gone with no bed, no communication and no response when I’ve tried contacting them.

I’ve now requested a refund!!

DO NOT BUY ANYTHING FROM THIS COMPANY. Unbelievably poor customer service (basically none). I just want a refund now as I’m so disappointed and let down with this order and currently have no bed!!

DO NOT BUY FROM THIS COMPANY BEDS ARE TERRIBLY MADE !!!!!! CUSTOMER SERVICE IGNORES YOU WITH A COMPLAINT SCAMMERS !!!!!!

The guys who delivered my bed was so nice and polite and the bed is great quality and the price was great my daughter loves her new bed

If I could put zero stars I would!
We ordered an ottoman bed with a headboard.
We waited all day....on a Sunday....but it never came.
After many emails, they delivered the base but not the headboard, claiming it was damaged.
The base is not luxury at all. The workmanship is shoddy. My husband said that it looks like the base in the bottom of the ottoman was cut with a tin opener.
We are still waiting for the headboard. Despite all the problems they haven’t gone out of their way to get the headboard delivered quickly.
I gave them our holiday dates and despite this, they have sent an email with a delivery date when we are away.
They never answer the phone, claiming they have phone problems, and when they eventually reply to my emails they just say the same thing.
They are a complete shambles.
I am done with them and I am now in talks with my bank and I will be calling Trading Standards today as they have our money but haven't fulfilled the order.
DO NOT ORDER FROM THIS COMPANY!

Absolutely appalling service. I ordered a bed in July have had a delivery date for 5th august then the 6th august it’s now the 14th of August and both dates were cancelled due to a driver not being available then during loading they noticed a damaged part and it seems to be excuse after excuse not just for me but so many other customers. It’s been a week and had zero updates on it. I am not impressed I had to wait a week for it to then be cancelled and wait another week and nothing I will not wait anymore. I will not order from them again. I may have to request a refund if I don’t hear anything soon. But I’ve heard the company is not good at giving them back. Unacceptable to scam people. You have a full payment of other customers experiencing similar issues and who left reviews on their experience and months have gone by for them and no bed? Unacceptable.

Ordered 3 ottoman bed bases supposed to be delivered yesterday between 1pm-4pm so got rid of old bed frames and waited in all day never showed up no correspondence and when we try to call no answer so my 81 year old mother had to sleep on a mattress on the floor totally disgusting

I purchased a double divan,headboard and mattress. As soon as I took them out of the packaging I could see the faults, the mattress was covered in a nylon material and floppy and made noises when sat on . Very poor quality. The headboard was not the same as I ordered a full panel from the floor showed on the picture. The headboard i received had to pieces of wood which slotted in to the back of the bed. The wood had come apart from the back of the headboard. The screw holes on the divan there was only 3 as the fourth was not in line and no thread to screw in to. Cannot believe how bad this his. I contacted this company on the same day I received it to advise I wanted to return it and have a full refund. They have refused , this is the worst experience I have had with a company . I am within my rights as regards to the Consumer Act 2015 as the goods are faulty.
They have also said because I have took the packaging off they can't refund me. Packaging has to be taken off to see the goods !!

Extremely poor service – almost 3 weeks waiting for my refund

I am extremely disappointed with this company and the complete lack of ownership shown throughout this situation.

My order was cancelled, yet it is now nearly three weeks later and I am still waiting for my refund. The company hasn’t even updated the order status on its own website to show that the order has been cancelled, and they have also failed to update Klarna

I have been dealing with Bilal and Salman who repeatedly promise to get back to me but then don’t. I was also told that Umar, the manager, would call me to review the matter, but I have received no call or meaningful update or even an email acknowledging anything.

There is no ownership whatsoever. I am constantly having to chase them for information about my own money, while nobody seems willing to take responsibility or actually resolve the issue.

At this stage, I genuinely feel like I have been scammed. I have paid for something I have not received, my order has apparently been cancelled, and I am still waiting for my money to be returned with no clear explanation or resolution.

A very frustrating and unacceptable experience. Potential customers should be aware of the issues I have experienced. I still haven’t got my money back.

We ordered a bed for our young daughter from Mattress Supermarket on 29 June. Their website advertised delivery within 3–10 working days

We are now 31 days beyond the maximum advertised delivery timeframe (August 13) and still do not have the bed.

We chased the order previously and were told it would be delivered within a further 7 working days. That did not happen.

My partner then accepted a revised delivery date of 12 August. That date has also been missed.

Our daughter has been sleeping on a mattress on the floor while we wait for a bed that was ordered and paid for more than six weeks ago.

To make matters worse, I have tried to call them five times today. Each time I have gone through the automated system, been placed on hold, and then had the call cut off after several minutes without speaking to anyone.

At this point we have had:

* Multiple missed delivery commitments
* No bed
* No tracking information
* No reliable delivery date
* Very poor communication
* A phone system that repeatedly disconnects customers who are trying to get help

I completely understand that delays can happen. What I do not accept is taking a customer's money, repeatedly missing promised delivery dates, failing to keep them informed and then making it almost impossible to speak to anyone.

This is genuinely the worst customer service experience I have ever had with an online retailer.

I would strongly advise anyone considering ordering from Mattress Supermarket to think very carefully before doing so.

Unusable Bed Delivered with Missing Parts - Zero Customer Support

***WARNING*** Do not purchase any items from this company. I ordered a bed, which did not arrive on time, the redelivery time was unacceptably long so had to buy another bed. This company is now refusing to cancel the order, being unresponsive and will not provide a refund. Please avoid, I would hate for anyone else to lose money and waste so much time and energy. It is really upsetting and disappointing that a company would treat customers like this and effectively steal money from them.

Avoid this place at all costs!! They delivered my sons bed with missing parts - 3 times they attempted to deliver the missing parts but arrived at the door with the same excuse “they’ve not loaded the truck with your order”. I asked for the bed to be picked up but I’ve had no response everytime I ring they don’t answer!