Eve Sleep

Absolutely dreadful service. I wish I had read these reviews first as I would never have ordered from this awful company. I ordered two mattresses on 04/09 with a guaranteed delivery of 08/09. I took the day off and nothing arrived. Then got told there was an error at the warehouse and they would be delievered on 09/09/22. I took another day off and only one mattress arrived. I have no idea where the other mattress is and of course you cannot phone anyone. You can only email and they don't respond on the same day. I would urge anyone reading this to save yourself a lot of grief and DO NOT order anything from Eve Sleep. They are terrible in every possible way.

The worst customer service for any company I have ever bought from. I paid £19 extra to get a named day delivery. They said I should be in between 8 am and 6 pm. I waited inside all day and did not hear a single thing. At 4 pm I received an automated email saying the item had been delivered. DX, the delivery company, said I should contact Eve to launch an investigation. Eve have no phone number and do not respond to emails. I still have no mattress in my new flat and I am £519 out of pocket with nothing to show for it. Eve has still not responded to me and I will be reporting this company to the Ombudsman.

Hi

This has been the worst customer experience I have ever had.

I have been trying to get my mattress collected due to it being uncomfortable, as per the promise from Eve, since 4th August. DX has committed to 4 delivery dates;
11th August - no one showed up at my house despite them calling me saying that they would arrive
18th August - no one showed up at my house
19th August - not one showed up at my house
26th August - no one showed up at my house
2nd September - no one showed up and when spoke to DX they said it was cancelled on Eve's side
After the 2nd September, I contacted Eve and have still not had a response nearly a week later.

I am beyond frustrated and disappointed by the service and the lack of responsiveness from Eves side is so disappointing.

Be wary before you order!!!

DO NOT BUY FROM THIS FIRM. Eve Sleep is a company to avoid if you have even the most basic expectations of a company providing tolerable customer service. Firstly, they don’t have a working customer service phone line and secondly, they don’t respond to emails with queries. They promise a delivery date that they don’t fulfil on their website, at checkout and in their confirmation email. Their marketing strategy to get people to buy their products that aren’t delivered is to play on the fact they were reviewed positively in a few popular publications, including consumer goods reviewer, Which. If any of these companies and journalists were to experience what the customers do (endless delays with no information of when the product will arrive), I doubt these publications would be giving the same glowing product reviews. Avoid at all costs, unless you want your money taken and are prepared to wait an unspecified length of time for your order to arrive. My order was supposed to arrive at least 7 days ago and it’s still not been dispatched and no information has been provided on its status. In that time, the product’s price has also dropped and I don’t have a bed to sleep on after moving house.

We have waited over a month for a brand new mattress to be collected.

We've had 4x collection cancellations which is more than inconvenient organizing work from home days for nothing to occur.

Eve sleep do not supply a contact number, just a generic robot email with no response rate. So no positive communication has been received to date.

I would avoid at all costs. Do not recommend.

We have tried to email Eve Sleep quite a few times for the last month. We wanted to return an incorrect product. Email is the only mode of contact provided. No one has bothered to email back. in fact no response at all. Terrible customer service and I would be weary of this company in the future. Will spread the word.

After receiving the warm:cool duvet I realised it was not what I was looking for. My initial returns request was on the day of delivery, and despite following up twice since then I have not received any responses from Eve Sleep nearly a month later. Seems like their customer service team is non-existent. Don't spend your money on any of their products as you won't be getting it back if it doesn't suit!

Note that Eve Sleep has gone into administration (I only found out after they declined my cashback on Topcashback). So stay the heck away.

Bought a Premium Hybrid mattress, King size for £683 (you'd have to be a mug to pay full price for anything from eve because everything goes an massive sale at some point or other)

Delivery was arranged for 08:58-10:58 via text the previous day, as promised. Thought that would leave me time in the morning to move stuff out of the bedroom which was blocking the way, including a bookcase, and hoover the top of the bed which had been gathering dust for a while. Doorbell rang just after I had woken up and still in my pyjamas around 8am. Turned out they had sent another text at 07:05, rescheduling for 07:43-09:43, when I was still asleep and at any rate to soon before the newly proposed time to be rescheduling. I was reluctant to take delivery at the time because as I say I needed to move the bookcase and other things, and hoover the bed as I explained to them. The guy was very persistent though and wouldn't take no for an answer. He said they could leave it downstairs, that it wouldn't be too difficult to take upstairs myself. It was a 55kg mattress and I am 63kg so that was clearly a lie. Even between the 2 of them they struggled. Eventually I relented and hurriedly moved the stuff out of the bedroom. Didn't have time for hoovering though. The guy seemed to have taken personal offence at me not wanting to take delivery at the earlier time at such short notice though, and clearly tried his best to ensure that the cardboard box scraped and banged against the newly painted walls as much as possible as he unpacked and carried them downstairs. He also littered the instruction leaflet in my front garden.

Matress is fine and I'm sure Eve will be quick to shake off any responsibility for the atrocious delivery experience as it's a 3rd party, but it's all part for the service. Eve pay the courier for delivery, and I pay eve and don't have the option of getting it delivered by another, more trustworthy courier, so as far as I'm concerned it's ultimately Eve's responsibility to ensure that their customers don't have to suffer such a terrible experience.