www.monsterbeds.co.uk Reviews 

I read Trustpilot on Monsterbeds and saw that 90% of the reviews were bad, and still gave them the benefit of the doubt because it was cheap - big mistake!
I cancelled the order halfway through online after reading these reviews (Didn't get as far as putting my card details in) and got a call from them saying this bed is eligable for next-day delivery if I get the order in before 12 midday, so I got roped in. Made another order and completed it this morning at 11am and waited, I called early afternoon to confirm and after a few tries with no answer left a voicemail, which never got returned. Called again in the evening and was told that they can't deliver next day on this bed, and even if they could it would be too late in the day as it's evening, I mentioned that I did it at 11am and she replied that they hadn't checked for orders or can't check, some technical jargon - I mentioned that it's irrelevant, I put the order in before 12 and the rest is their problem. I'm in the Navy and I'm away on base on weekdays, I took a halfday off for the next day delivery but now it's wasted. She then said she can do it Monday on an all-day slot, but I'm not waiting home ALL day when I need to be at work 180 miles away!

I was lied to, then after they took my money they went back on their word, then without any empathy told me that's it and nothing else can be done. I'm the customer, I don't care about their courier problems, I pay the money and expect a service - that's that!

I asked for a refund and am told it will take 30 days, so I can't even shop around elsewhere for a decent company and another bed because I don't have the money!!!

I beg you, for your own good, use a different company, these are absolute cowboys.

- UPDATE, 6 weeks later, still no refund. What a bunch of crooks.

Thanks so much for the bed. Really over the moon. My son is soooo pleased. xxx

I initial concerns of no contact the MD Daniel called me and gave explanation of back log which I completely understand. Faith restored and look forward to receiving my bed on Thursday next week.

Thanks Daniel nice touch x x

Really impressed with my bed. Cant fault the service either. I got a call from a lady from their office who let me know what day they could deliver the bed. I couldn't make that day and I couldn't get my mum or dad to help either. So I opted for the next time they would be delivering in my area. I was happy to wait a few days as it gave me time to persuade my mum to wait in for the delivery this time. :-)
Really happy with how the bed looks in my room. I'm definitely going to go back and take a look at a new mattress soon. Just need to save a few more pennies!

brought a bed on 28/12/14 i am still awaiting any acknowledgement other than confirmation of order that this is being processed.I have called x 3 and emailed just to be ignored money has left my account but no goods supplied .DO NOT BUY FROM THIS COMPANY !!!!!!!!!!!
I have completely changed my opinion of this company . Bed arrived on Friday as agreed the courier phoned 49 mins before delivery to tell me when he would arrive . tOday Daniel the manager phoned me personally to advise me it had been a nightmare 2 weeks for him and his company due to city link going bust even though he has struggled to keep his own business due to this he wanted to give me 20% back on the bed and said if I needed another one he would do me a good deal at anytime . In this day and age this is a rarieity to recurve such personal customer service . I would like to thank him for his generosity at this difficult time and tell everyone if you want the personal touch that you rarely get these days use monster beds . Thank you Daniel

On the 23rd December I placed an order for mattress and be, this was cancelled by email and telephone message within an hour. However the funds were still taken from the account. I have repeatedly left messages as to date the 5th January, there is no one answering the phones. I have also sent emails to no avail. Surely if this were a reputable company they would not debit an account so quickly without the order being processed. This has caused hardship over the Christmas period.I am now considering the next step as on two occasions their answering machine has said they are available on certain dates, yet I can't get to speak to anyone to sort this out. This is an unacceptable situation, for customers and needs to be remedied.
****************UDATE†****************
On the 5th January I finally had an email from Monster Beds, otherwise known as cheap beds direct. I have not had the requested call back and they are still not contactable by phone.
The email informed me that they are "processing" the refund, and it will take up to 30 days. This length of time is not acceptable, or necessary for a refund.Be very wary all other companies that I have ever dealt with online do not take the money from your account until the order is processed. This one was cancelled within an hour.
***************UPDATE *************
I have since been in contact with Daniel who arranged the refund very quickly. Much appreciated alls well that ends well. A positive result, thank you Daniel.

Like me title says. I could not be happier with me bed. No troubel with delivery. Timed it that I was on a day off from work and everything went smoothly. Bed is brilliant and the new mattress I ordered with it is comfy. Even my missus likes it and she's hard to please!

I ordered a bed and a mattress online on Saturday 29th November and then decided I only wanted the bed. So I cancelled the mattress by email and backed that up with a telephone call to customer services 10 minutes after the office opened on Monday morning (1st Dec). It was then that I found that they'd taken payment from my credit card the instant that I'd placed the order on Saturday evening (yes I hear you say: a reputable company only takes payment once the goods have been dispatched) and the lady on customer services said that I'd probably get the £294.95p back for the cancelled mattress in "about 30 days". When I told her that this was unacceptable, particularly as it was clear that they had not even started to process my order, that I couldn't be without almost £300 in the month before Christmas and that I thought it reasonable to expect immediate repayment of the sum to my credit card, she said that she understood my position but customer services could not issue refunds (yes, unbelievable isn't it) - only the accounts department could do that, but she would email them straight away with a request to attend to my refund "as a matter of urgency". Well, I didn't get my refund and although I emailled them several times nobody bothered to reply (why should they when they have my money?). The next week I telephoned again and was told, once more, that they completely understood my position and would email accounts immediately requesting that "the matter be dealt with as a matter of urgency" - seems like they're used to using that expression when talking many times a day with unhappy customers. Well, I still didn't get my refund - disappointed but not really surprised...

Well, yesterday was 22nd December and I really do need that money back for Christmas. I think it's been accruing interest in their account for long enough, so I emailled them again telling them that their failure to refund was unacceptable, that I did not consider their behaviour to be that of a reputable company and demanding immediate refund. This time they did reply saying:

thankyou for your emai and sorry to hear that you havent had a reponse from us.

I have passed this email across to the accounts team and I will get them to look at this as a matter of urgency.

Kind Regards....

***UPDATE***
As a response to this review I received a telephone call from Daniel, the owner of the company. He stated that he had become aware of the problem because Trustpilot reviews are flagged up on his computer. He was very apologetic and told me that, although I had not been advised of it, my refund had been issued the previous day but would take a few days to appear in my account - this proved to be true. He accepted all my criticisms, including that I should have been able to cancel my order online without my credit card being charged and that, once it had been charged, a refund should have been processed much more rapidly. He also told me that, as a result of exactly these problems, he is in the early stages of commissioning a new Magenta online system that will have all these capabilities. I hope that this works out well as the criticisms that I have made are the same as almost all the other negative reviews that you might find about this company and should therefore become a thing of the past. I do not like to see any company running into problems and, should Daniel's words transform into actions, I wish him and his company well in the future. I have accordingly altered my rating to 3 star.

Bed is brilliant. Its just wat I wanted. Cant find anythin bad about it. Wicked deal.

I shopped around a lot. Wanted to find a good mattress. I spent some time shopping locally and almost went with a local shop, until I spotted Monster Beds offers on their memory foam mattresses when researching online. I ordered the mattress I wanted, a viscofoam 500, and paid immediately through the website. Everything went well, no issues at all until the delivery.

Sadly the mattress was damaged in transit with the courier. As soon as it arrived to me with the driver I could see it was damaged. So I refused the delivery as it was not in a good state! I called Monster Beds to find out what could be done to resolve it. Their customer service advisor, a lovely lady (I cannot recall her name) was very helpful and they organised for a replacement mattress to be sent out. I received it a couple of days later and it was completely intact and perfect. This was solely down to them using their own delivery team, rather than City Link. I understood from the customer service lady that they are moving across to the largest bulk of deliveries to be made with their own team. The chap who delivered it was very sweet and courteous, unlike a lot of delivery men that I have had the displeasure of dealing with!
I've knocked a star off the rating solely down to the initial delivery being messed by the courier. The service by the company themselves was excellent and I would certainly recommend them.

Bed arrived this morning. It's perfect! I just love it. :-)

Ordered a bed. Didn't come. Waited a week. Called. No bed in stock for 6+ weeks. Asked for a refund. Ignored. Asked for a refund again. Ignored. Escalated with serious complaints in writing and on the phone. Told that a refund (for my product that NEVER CAME and they NEVER TOLD ME WASN'T COMING) would take up to 30 days.

I - like a lot of people - can't afford to be the price of a double bed down. I've been without a bed for a month in my new flat now as a result of this scammy, disorganised company. I can't afford to buy a bed elsewhere until they refund me... For a product they NEVER EVEN SHIPPED TO ME!!!!!!!!!!!!!!!!!!!

If this happened in a shop this would be called outright THEFT.

Don't waste your time, energy and hard-earned money shopping with Monsterbeds!!!

I have to say that I try to order from smaller companies more than the big chains as I like to give them the business. Most time I am apprehensive about it but I have to say that Monsterbeds were brilliant.

After reading several reviews on here I was concerned by comments regarding delivery issues people have had in the past. So rather than be put off, as they had the bed I wanted at the best price, I asked what problems, if any, may stand in our way. I was reassured to know they have now set up their own transport service in house to help avoid the problems and failings that national couriers had been causing them. So with that question answered we placed the order and I have to say fair play for a company using their initiative and listening to their customers and going and getting it sorted!!!

These people are very friendly, helpful, great at explaining and answering your questions, and to top it all their new delivery system worked a treat. The packaging was also brilliant. I would definitely recommend Monsterbeds!! Thanks again!!!

This was the second bed that I have ordered from Monsterbeds. The first one was for my teenage daughter - and has been brilliant .. especially considering the price! So I decided to order another one - slightly different design (as daughter number one was not allowing her sister to have the same bed!) So I ordered a small double bed - black 'cast iron' type for my teenage daughter. It was delivered promptly (albeit in two deliveries - but think Monsterbeds had just changed the courier company they use - however it wasn't a problem for me). After a couple of months I noticed that one of the inner frame had twisted somewhat - so I called customer service at Monsterbeds - not really expecting much as the bed was so cheap - so didn't expect much in the level of customer service either - but it was worth a try. I spoke to a guy called Simon. He was like a breath of fresh air!! The level of customer service I received from him far exceeded my expectation - and thats a rarity now a days. The manufacturer originally came back and said it was our fault and we must have moved the bed and not checked that the centre supporting leg was still upright. So, in theory Simon could have just repeated that parrot fashion to me and left me as a unhappy customer - but instead he used his common sense, and replaced the parts and said that they would take the matter up with the manufacturer later in the week. He didn't keep me waiting, I had the replacement parts the next day. He phoned me to let me know what was happening, and phoned me to check that I had received delivery and everything was okay. So, all in all I had a really positive experience with Monsterbeds and would not hesitate to recommend them to my friends and family. I would also like to say a massive thank you to Simon - you could teach other customer service teams a thing or two about actually listening to the customer, and responding in a way that ensures customer retention and positive reviews!

Read some early reviews on this company and was a little wary. Latest reviews were mixed good to excellent, so took a chance and ordered a new bed and mattress as ours was well past its best.

There was no need for me to have any concerns. I spoke to Monster beds first and was given great assistance and advice, as it had been years since buying our last bed, they certainly know their stuff.

Dispatch was immediate and the item was delivered within days. One of the boxes was slightly damaged by the courier but the contents unmarked.

I cannot recommend this website highly enough, many thanks to all at Monsterbeds.

After cancelling an order over ten days I have yet to have my money returned.
Rarely do I write reviews, but the fact that multiple reps at Monsterbeds have guaranteed to process the credit to my card the days I spoke with them and then continually neglected to do so is simply unacceptable.

As a fairly busy landlord with multiple rental properties who buys at least 10 new beds a year I am confident that this level of customer service falls below standard, and am mystified that they wouldn't do more to retain customers.

Monsterbeds - you are legally obligated to return my money so please do so immediately.

Secretaries at Monsterbeds - you have all been very pleasant and this poor review is not directed at you but rather the accounts department/management.

i was unsure about buying a bed online not being able to try it etc, but after discussing the options on the phone i ordered and it turned out to be the best buy i have had in a bed. The windsor which was recommended to me was great value for money and i am very happy.
Thank you.

After nearly 3 weeks of sending this letter, we have not heard anything from Monster Beds.

I am writing to inform you of the inadequate service we have received from your company. Purchasing a bed from Monsterbeds has been the single most regrettable and unprofessional retail experience of my life.
Please find enclosed a copy of our sales order.
My husband and myself bought a king size bed, mattress, headboard and sofa bed on 13th July 2014 to the total of £866. We were told that the Healthbed mattress would take 4-6 weeks to be delivered, which was fine with us and we were going on holiday and we still needed to decorate the room into which the bed was going. However, whilst on holiday my husband was left an answer phone message on the 22nd July to say that they were ready to be delivered.

Once we were back from holiday, we phoned Monsterbeds and the delivery was set for 13th August. We were also told that the 13th August was the latest it could be delivered so after returning from holiday we rushed wallpapering, painting and even got the carpet fitted that morning in time for our bed to be delivered. We were told we would get a phone call that morning to say when our bed, mattress and sofa bed would be delivered. We did not so I had to wait in all day and they were not delivered until after 6pm.

This was only the beginning of our disappointment. The bed that was delivered was a double bed, not a king size and the mattress was the display room one. I am absolutely appalled that we were sent the display mattress after we were specifically told it would take 4-6 weeks to come from the manufacturer. We paid nearly £500 for it and under no circumstances is it satisfactory to be sent a display model without our knowledge. It was also marked.

We phoned the delivery man seconds after he left as we realised your mistakes and he said that next to the mattress on the delivery slip, 'order' had been crossed out and 'display' had been written instead. This has been written after we placed and paid for the order in full, and at no point had anyone contacted us with regards to having the display mattress.
When we contacted you with these issues, we were told that you no longer deal with Healthbeds due to the 4 -6 week lead time. So obviously someone within Monsterbeds had seen that we had ordered a Healthbed mattress and thought that this would be a good opportunity to get rid of your display one. Furthermore to this when we questioned why we had been sent the display one, we were told someone was trying to do us a “good deed” by giving us the display one so we did not have to wait 4 weeks, when we specifically told the agent that sold us the mattress that we were more than happy to wait. This alone shows an utter disregard for your customer service.

The mattress and double bed were picked up on 14th August, so again I had to wait in all day. A king size bed was delivered on 21st August. We then attached the headboard and realised that they were different shades. We contacted Monsterbeds yet again and for the fourth day in total I had to wait in for someone to collect a swatch of the material from one of the drawers in the bed, so that they could give it to the manufacturer to get an exact match, which we told would be possible when we first ordered.

The mattress finally arrived 22nd September 2014 and another headboard was also delivered. However, to our complete dismay the headboard is still a different shade to the base, despite Monsterbeds being given the material swatch. We decided to keep the headboard because we cannot possibly put up with anymore inconvenience from your company.

We will not be purchasing anything else from Monsterbeds and we will certainly not be recommending your company to anyone we know. We certainly hope that by bringing this to your attention that customers in future will be dealt with in a more satisfactory manner than we have. Furthermore, at times, it has been impossible to get hold of anybody by phone. This is also something which needs attention. I look forward to hearing from you.

UPDATE

After posting this review, the MD did phone my husband and he was very apologetic. He offered us some credit at the store and said that we would be emailed the confirmation of this. Since then we have had no email and we have tried to contact Monsterbeds on numerous occasions via email, facebook and by phone. If the confirmation email had been sent to us, we would have had a much much better experience of their customer service and updated this review more positively. Unfortunately Monsterbeds have let themselves down again. It seems they just wanted us to get rid of our negative review!

I ordered a bed and mattress combo on Wednesday and it was delivered Thursday morning. Perfect from ordering to delivery and also very easy to assemble. Thank you Monsterbeds.

I returned the bed that I ordered (and the mattress), because it arrived without the hardware to assemble it. After the refund was not paid, the owner called me and processed the payment himself. So in the end it was sorted out, but it wasn't a satisfactory experience.