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Warum Matratzen von Ravensberger Matratzen wählen? Ganz einfach: Bei uns stehen Qualität, Kundenzufriedenheit und faire Preise an erster Stelle. Unsere Produkte sind sorgfältig ausgewählt, um Ihnen den besten Komfort und die Langlebigkeit zu bieten. Dank unserer langjährigen Erfahrung und drei Filialen vor Ort wissen wir, was unsere Kunden schätzen – und das zu einem vernünftigen Preis. Denn mit uns liegen Sie richtig! Der Anfang – eine Vision aus dem Herzen Jeder braucht erholsamen Schlaf und jeder hat es sich verdient! In Anbetracht dieser Tatsache haben wir von RAVENSBERGER Matratzen vor 20 Jahren mit einer klaren Mission begonnen: Jeder sollte sich eine komfortable und ergonomische Matratze leisten können, egal wie groß oder klein der Geldbeutel ist. Wir haben den Anspruch, Ihnen die für Sie passendste Schlaflösung zu bieten und bis heute, zwei Jahrzehnte später, ist unser Fokus stets derselbe geblieben – Kundenzufriedenheit, Produktqualität und exzellenter Service - 30 Tage Probeschlafen - 2024 - wir blicken zurück Seit 20 Jahren stehen wir für erstklassigen Schlafkomfort und innovative Schlaflösungen. Mit Leidenschaft und Engagement haben wir es uns zur Aufgabe gemacht, unseren Kunden durch hochwertige Matratzen, Lattenroste und Boxspringbetten zu einem erholsamen Schlaf zu verhelfen. Von den bescheidenen Anfängen bis heute sind wir stolz auf das Vertrauen, das uns unsere Kunden in den letzten zwei Jahrzehnten entgegengebracht haben. Unsere Produkte sind inzwischen auf vielen großen Plattformen erhältlich, was uns ermöglicht hat, ein breites Publikum zu erreichen und unsere Vision von gesundem Schlaf in viele Schlafzimmer zu bringen. Dank unserer vielfältigen Vertriebskanäle und langjährigen Erfahrung sind wir auch in Zukunft bestrebt, die Lebensqualität unserer Kunden zu verbessern.
Berliner Straße 1, D-33189 , Schlangen, Germany
4.3
607 reviews
Replied to 40% of negative reviews
Typically replies within 1 month
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If you need to return an item, make sure you call the exact branch you used for your purchase and do not try to email the central email or you will be ignored :)
Munich branch is reliable.
Very bad service. We are waiting for warranty replacement parts for more than a month now. Lack of communication to dutch colleagues, which makes it impossible for them to provide good service.
Reply from Ravensberger Matratzen
Hallo luuk,
vielen Dank das du dir die Zeit genommen hast uns eine Bewertung da zulassen.
Es tut uns sehr leid, dass es im Zusammenhang mit deiner Langzeiterfahrung mit unserem Produkt zu Unannehmlichkeiten gekommen ist. Wir bedauern deine Entscheidung und wünschen dir mit alternativer Wahl alles Gute.
Ravensberger MATRATZEN GmbH
The guys inside are very helpful but unfortunately I had a bad experience with the delivery. The wrong mattress was delivered, so i was sleeping on an uncomfortable mattress for weeks, and I am still dealing with all of this over 2 months later to now try to return the old one. They didn’t even offer compensation or a discount for all the trouble when asked, I will not buy from here again.
Reply from Ravensberger Matratzen
****Anmerkung****
Sehr geehrter Leser,
wir möchten an dieser Stelle (wenn auch etwas verspätet) im Zuge des Customer Management Programmes,
auch zu den weiter zurückliegenden Bewertungen Stellung beziehen. Wir danken für Ihr Verständnis.
Hallo Frau Amanda Sayers,
vielen Dank, dass Sie sich seinerzeit die Zeit genommen haben,
Ihre Erfahrungen bei Ravensberger Matratzen mit anderen Kunden zu teilen.
Für die damals entstandenen Unannehmlichkeiten, möchten wir uns bei Ihnen entschuldigen.
Wir wünschen Ihnen weiterhin viele ruhige und entspannte Nächte mit ihrer alternativen Schlaflösung
RAVENSBERGER Matratzen GmbH
i.A.
D.Gonnermann
Abtl. Kundenmanagement
Using it since few months. Very comfortable so far! But I hope it won't deform in a year or so
This review is partly for the store, partially website - store charged me 30 EUR more than on the price-tag in store, and 50EUR more than webpage for the same mattress... Mattress is okay, delivery was rather slow... but that is nothing compared to top-mattress I ordered from website... Holy sh... it arrived in Hamburg and stayed in customer forever, so we know the matress is not produced in Germany. Quality was as good as stuff you can find on the street. Nothing comparable to mattresses in the shop in Berlin (very nice quality)... I returned it after a week... and still no money on the account. I had to write customer support myself after a month, they didn't reach out to me to appologize... and instead they blamed delay on corona crisis. Sounds plausible, if not for the fact that our contract states that I get money back as soon as they receive it (4 days to send it anywhere in Germany). So basically this company is lying about quality, prices, reasons for delays, and maybe hoping to simply steal my money if I didn't reach out.
EDIT: I increased your rating to 2 stars, one was a little too harsh - there are many positives to Ravensberger - but I maintain it low - corona or not, contract is a contract.
Reply from Ravensberger Matratzen
Sehr geehrter Herr Dabr…,
wir bedauern, dass Sie mit unserer Servicequalität unzufrieden und aufgebracht sind. Wenn man Ihre anderen Bewertungen hier bei Trustpilot aufmerksam anschaut und liest, reihen wir uns ja in bester Gesellschaft ein.
Wir halten es für unsere Aufgabe, dem aufmerksamen Leser den Fall ausführlicher zu erörtern:
Sie haben am 22.09.2021 in unserer Berliner Filiale eine
Kaltschaummatratze Komfort; H3, RG60; in 180x200cm mit Baumwoll-Doppeltuch-Bezug bestellt.
Alle Kolleginnen und Kollegen in den Showrooms orientieren sich an den aktuellen Preisen auf der Homepage - es werden keine anderen Preise veranschlagt oder berechnet.
Zur Zeit kämpfen wir - genauso wie auch andere Hersteller - mit stark schwankenden Rohstoffpreisen am Markt und sind teilweise gezwungen, die Preise kurzfristig anzupassen.
Wäre den Kollegen vor Ort ein Fehler unterlaufen, hätten Sie diesen natürlich reklamieren können und wir hätten Ihnen die Differenz erstattet. Lt. den Kollegen vor Ort haben Sie sich diesbezüglich nicht mehr gemeldet. Auch im System selbst ist keine Nachricht zu finden.
>>Unsere Kaltschaummatratzen sowie die Topper werden nachweislich in 2 in Deutschland ansässigen Schäumungswerken für uns produziert. Latex- und Tonnentaschenfederkernmatratzen erhalten wir aus den Niederlanden und Belgien.
Alle Matratzen werden nach der Produktion von dort teilweise direkt an den Endkunden versendet! Mit diesen Informationen gehen wir auch offen um. Entsprechende Eintragungen finden unsere Kunden auf der Homepage.
Die Matratze wurde am 30.09.21 von GLS in Bielefeld übernommen und am 01.10.21 gegen 13:08 Uhr Ihnen (in G….., einer Gemeinde in Brandenburg) zugestellt.
Am 26.10.2021 bestellten Sie über den Onlineshop eine zusätzliche Auflage:
VISCO-Topper H2/3 (RG60) 180x200x9cm mit Baumwoll-Doppeltuch-Bezug.
Dieser wurde von DPD am 04.11.2021 übernommen und Ihnen am 10.11.21 gegen 12:06 Uhr zugestellt - Sie wählten Paypal als Zahlungsart.
Diesen Topper haben Sie innerhalb des 30-tägigen Rückgaberechtes (am 18.11.2021) als Retoure bei der Serviceabteilung in Bad Oeynhausen per Email angemeldet. Am 19.11.21 wurde Ihnen der Rücknahme-Prozess per E-Mail erläutert. Die Abholung des Toppers erfolgte am 23.11.2021 gegen 10:17 Uhr.
Stand heute (08.12.2021) befindet sich der Topper leider noch immer in einem Sammeldepot von DHL in Ludwigsau und ist noch nicht bei unserem Retourenlager in Kassel eingetroffen. Diesen Umstand bedauern wir sehr. Unsere Geschäftsführung steht zur Zeit in engem Kontakt mit DHL, um eine Lösung für diese Verzögerungen der Retoure-Rückführung zu finden.
Laut Firmenvorgaben ist es uns nicht gestattet, Waren im System zurückbuchen, die wir noch nicht am Lager zurückerhalten haben. Daher verzögern sich derzeit die Rückerstattungen leider.
Wir möchten uns an dieser Stelle bei allen Kunden für ihr Verständnis bedanken und sichern ihnen zu, dass wir schnellstmöglichst die Gelder zurückerstatten, sobald die Retourwaren bei uns eingetroffen sind.
Wir bitten auch um Ihr Verständnis, dass wir als mittelständischer Online-Händler, der sowohl national als auch international handelt, leider nicht jeden Kunden einzeln von uns aus anschreiben können, um über jeden Vorgang persönlich zu informieren. Dieses ist und wäre praxisfern und wird selbst von größeren Unternehmen so nicht ausgeübt.
Wir verstehen Ihre Unzufriedenheit und werden hier nicht weiter auf Ihre Anschuldigungen und Ausdrucksweise eingehen.
Wir weisen allerdings an dieser Stelle daraufhin, dass unser Unternehmen seit 20 Jahren am Online-Markt existiert und seit 12 Jahren auch ein kleines Filialnetz betreibt. Weit über 2 Mio. Kunden schlafen jede Nacht auf einer Ravensberger Matratze und bisher hat jeder Kunde seine Zahlung bei einer Rückgabe zeitnah zurückerstattet bekommen.
Wir wünschen Ihnen alles Gute und verbleiben
mit freundlichen Grüßen
RAVENSBERGER Matratzen GmbH, Bad Oeynhausen
Abtl. Bewertungsmanagement
I had to create an account so I can warn people about this company. They have absolute terrible customer service where you get shuffled around the different employees where no one takes any responsibility. The mattress is also borderline trash.
We ordered a mattress, a few days later that order was cancelled for no reason. Then we made a new order. After a few days of having the status "processing" we tried calling the company. After the third attempt of contacting them and getting hung up on, we received the info that because the latenrost in the order was expected in stock in 18+ days they couldn't send the mattress separately and had to wait for the latenrost before sending it all. Why is it that you have to call the company to get this info? So once again.... our order was cancelled and now we had to redo the whole process but this time with only the mattress. Now a week and a half had passed.
After yet a few days of waiting and no status update on our third(!) order, we tried again to contact the company who blatantly hung up on us after we asked the customer rep if they spoke English. After a few days and a few tries we got in contact with the company who finally contacted the freight company and arranged the shipping. All in all it took us 3 weeks from the first order to us receiving our mattress.
Well, finally we thought! No... We tried sleeping on the mattress for about a week but woke up with sore backs which only became worse. From their comfort Latex H3.
So now, we're back in the circle from hell yet again trying to deal with the company to pick this mattress up. No one is giving any straight answers, no one is taking any responsibility. Everyone is blaming everyone else, but yet the mattress is standing and waiting to be picked up now for almost a week now. We've asked our German friends to call the company, and they get shuffled around just as much as we although they speak German.
A small icing on the cake is that their website states that the phone support is open between 10:00-16:00.. Well I can verify that this is a lie. They close their phone support at 15:00.
I have never, in my life experienced worse customer service... I wouldn't wish this upon my worse enemy! Do not buy anything from this company!!
## Edit; ##
It's interesting how the company spends more time investigating and defending themselves instead of actually trying to help the customer while the orders are ongoing.
"Yet we strive to deliver as soon as possible, but we don´t have control over all areas, we too have suppliers that can´t deliver short-term due to the actual situation."
No you strive to deliver as soon as all articles are in stock so that you can save logistics costs. If this was actually true you would've sent the articles in two different shipments.
It's unreasonable to let the customer wait uninformed for 20+ days just because one of two articles were not in stock. In my experience of good online shopping is that different articles get sent separately depending on their availability in stock. At the very least, it is to be expected that the customer is informed about when the order will be sent, which was not the case. No info about waiting for 20+ days after the order was made. Instead we waited three days without getting any information... A few days later we called you to ask what was happening because the status of our order was unchanged.
"[...] we informed you that the ordered article would be ready to be handed out to the transport company in about 3 to 5 days and that the transport company would need about 2 to 5 days to deliver to your home.
So delivery after 9 days was absolutely in time."
On your website it says that the delivery time is 1-3 days from when the article is available. Maybe you should adjust this to 5-9 days so you set the right expectations. 9 days is unacceptable when the expectation is 3 days.
Regarding Klarna, we spoke with them and they confirmed that they in fact did not cancel the order. They confirmed that this was something done by the vendor.
"but we are not responsible for delay due to your cancellation."
You are completely missing the point. You are fully responsible for our expectations and customer experience. You provided no or minimal information throughout the steps in the process. When we tried calling your support to get said information, they hung up on us countless amount of times just because we asked if they spoke English. You shuffled us around between support crew without any clear answers. Now you're spending more time defending yourself instead of keeping the customer informed about their orders and being empathetic and helpful over phone..
Reply from Ravensberger Matratzen
Dear Alexandra,
caused by your valuation via Trustpilot we have looked at the whole process - and we can´t comprehend your valuation.
Your first order was placed on september 30th. The payment via Klarna has been rejected by Klarna - we are sorry for that but we don´t find out why, because Klarna considers all the orders by itself, we don´t have any influence on that. Your order hasn´t been cancelled by our company as you wrote!
Because of that rejection the coupon code you had couldn´t be used again for having been used in your original order - our system viewed this code as already redeemded.
Our colleague asked you to place a new order and she would insert the coupon code for you.
The delivery of several articles from one order usually takes place on the same day, if all articles are delivered by the same mode of transport.
In your case the mattress and the slatted frames are delivered by a local carrier, not for example one by DHL or DPD. So all articles are ment to be delivered together.
This second order from october 1st was then cancelled by you on telephone after a few days, because delivery of the slatted frames took too long for you.
Therefore we deleted this order as requested by you.
It should be mentioned that due to missing raw materials because of the pandemic in all economic sectors many companies have delivery difficulties - not just our company is affected by this!
Yet we strive to deliver as soon as possible, but we don´t have control over all areas, we too have suppliers that can´t deliver short-term due to the actual situation.
Then you placed a third order on october 5th - this time without the slatted frames and so with a smaller sum.
This time payment via Klarna was admitted - again by Klarna itself, maybe due to the lower sum.
You asked for delivery on the next day and our colleague explained to you that it was not possible, because production, packaging and handing over to the shipping company requires a few days, as well as the delivery to your address.
Then you received a message from the transport company, mentioning delivery date, and the mattress was delivered on october 14th - 9 days after placing this order.
In our order confirmation on october 5th we informed you that the ordered article would be ready to be handed out to the transport company in about 3 to 5 days and that the transport company would need about 2 to 5 days to deliver to your home.
So delivery after 9 days was absolutely in time.
We can´t understand why you call our mattress “rubbish”, unfortunately you don't explain further.
Choosing a mattress is also always a matter of taste - some people prefer coldfoam, some latex etc.
We recommend to try a new mattress at least 7 to 10 days, because sometimes your body needs to get used to the new and unknown type of lying and sleeping.
To avoid big discrepancies between your imagination and the real feeling of lying/sleeping on the new mattress we offer to try the articles in one of our branches.
Regardless of whether this is possible or not you have the opportunity to change the mattress into another model or degree of hardness or to return the mattress within 30 days if it doesn´t fit for you.
You can inform us via E-Mail or telephone. The stated times when you can reach our customer service are correct - certainly the lines are busy sometimes and our colleagues can just work off gradually. We are sorry if you couldn´t reach anyone directly, but our colleagues answer calls as soon as possible.
Our colleagues also replied to you promptly when you asked about delivery time, your coupon code etc.
We are sorry that your order is not suitable for you, but we have fulfilled all delivery times and answered your questions - but we are not responsible for delay due to your cancellation.
We wish you all the best and that you will find a suitable mattress!
RAVENSBERGER Matratzen GmbH
Abtl. Kundenmanagement
I ordered a mattress topper a month ago. The description on the website mentioned 5-6 working days for the shippment. However, until now I have not received any shipment notification, and no delay notice - nothing at all. Neither have any of my e-mails asking for an update been answered, nor a question via the contact form on the website. It turned out impossible to reach them via the phone line either
Reply from Ravensberger Matratzen
****Anmerkung****
Sehr geehrter Leser,
wir möchten an dieser Stelle (wenn auch etwas verspätet) im Zuge des neuen Customer Management Programmes,
auch zu den weiter zurückliegenden Bewertungen Stellung beziehen. Wir danken für Ihr Verständnis.
Hallo Nonna Leontieva,
vielen Dank, dass Sie sich seinerzeit die Zeit genommen haben,
Ihre Erfahrungen bei Ravensberger Matratzen mit anderen Kunden zu teilen.
Für die damals entstandenen Unannehmlichkeiten, möchten wir uns
erst einmal bei Ihnen entschuldigen.
Wir wünschen Ihnen weiterhin viele ruhige und entspannte Nächte mit ihrer Schlaflösung und sollte doch mal etwas sein, dann lassen Sie es uns bitte
direkt wissen. Gerne können Sie uns auch unter crm@ravensberger-matratzen.de kontaktieren
RAVENSBERGER Matratzen GmbH
i.A.
D.Gonnermann
Abtl. Kundenmanagement
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