Mattressman

if you use this company beware. We ordered two mattresses for my children from the Chelmsford store with good advice from John. We were advised there would be a week's lead time as they were out of stock. After 7 days my wife tried to call the local store to enquire about the order as we had not heard anything; after two+ hours of ringing the store the manager Michael Pudman answered and said he could not deal with my wife due to the data protection act and was very rude. Awful customer service and complete rubbish about the data protection act;; would recommend Michael is demoted and sent on a customer awareness course and John promoted.
My wife then spoke to the Colchester branch (no data protection issues!) and reported that it looked like the order had not been placed or they were out of stock, I then tried to call the local store but was cut off, on 2nd attempt I was forwarded to another store who were helpful and able to check my order and confirmed the mattresses were on back order and would be another week.
Two weeks after ordering we received one of the mattresses. I spoke to customer services and they apologised and said we would receive the other the following week, which we did. Unfortunately the gent who delivered the mattress was very rude and would not help my wife move the mattress upstairs, he used an excuse that they are not able to in case of claims against damages, even though the first delivery drivers did put the mattress upstairs? It is a shame as we will be looking in the new year for a new double mattress but will not be using Mattressman, As of yet I can't fault the mattresses we purchased, but can't believe that these people think they can treat customers in such a shocking manner, just remember you need customers as much as we need your services and sadly they were lacking.

Terrible customer service. Went in to the showroom on Friday with my elderly father to order an OTTY mattress. Took payment and said it would be delivered by Tuesday at the latest but it would probably be there on Monday or even Sunday. Got an email over the weekend to say the mattress would be delivered on Wednesday. Called Customer Services and they said they couldn't confirm delivery as it was from a new supplier. They spoke to their supplier and after much back and forth, the supplier have said they will TRY to deliver on Friday but if there are no other deliveries in the area then they could cancel it. They have no escalation process. Apparently no complaints process either. AVOID!!

FYI - the mattress is needed for a downstairs bedroom as my mother has just come out of hospital after a major op and can't climb stairs. She's currently sleeping on the sofa.

Will never use again, Driver refused to deliver first time. Then i had to spend time on the phone with him to convince him to come back and re-deliver. He delivered late on the day but there was no fixing, after i had dismantled the old bed i could not set the new bed. Rang customer services they said not much they can do but i have to wait until monday , this is on thursday. I looks the reson for no fixings could be the bed is a re-furbished bed as it has dents and scratches which they been touch up with paint. Overall very bad experience.

We purchased a bed this month from the Mattressman and are extremely happy with the service.The man in the Chelmsford store was not pushy at all and was extremely helpful when we did ask questions. We live in a walkway and the guys that delivered the bed boxes were extremely polite and happily carried the boxes up the stairs to the bedroom that we wanted it put up in.As for the bed it went together easily with no parts missing and everything lining up and fitting perfectly. Good solid bed for a great price that looks fantastic so we would definitely recommend this company and will definitely use them again.Thank you.

ORDERED A BED AND MATRESS. TOLD THAT BOTH WOULD BE DELIVERED ON 10/8/22 ONLY
MATRESS CAME. NOW NOT REPLYING TO E -MAILS.HAVE NO IDEA WHEN BED IS COMING

Buyer Beware.

Terrible.

Mattress came as pictured below, this morning. Rang immediately to return. They’re now charging me a 40 POUND collection fee on the basis that the “dirt is only on the outside”. How on earth do you test a product when it’s filthy?? So much for a fourteen day return period - yeah they’ll just charge you a portion of the cost of the mattress to do it in.

The worst company I have ever dealt with in my life I would not recommend to anyone.

Have submitted a complaint with the ombudsman and will go from there. There’s far better companies than this.

EDIT:

Citizens Advice have confirmed I am covered Section 75 of The Consumer Act. They are "shocked and taken aback" by the response of this company. We are now following up with an investigation and documenting communication from this company. CA have also reported them to Trading Standards. If nothing else, I am glad to know this company will be duly investigated.

Dreadful company! Issue with a bed falling to pieces less than a year after purchase now July been trying to deal with this since March. John - the only person to respond has now left. Trying to reach customer service team is a joke and still no response. £800 for a mattress falling to pieces after 7 months **AVOID AVOID AVOID**

Great service from John. Item arrived on time and is fantastic! Just as described and good value for money. Great communication throughout. Would definitely recommend :-)