COLLECT & RECYCLE Reviews 

Still waiting on a refund that I was told would be back in my bank account by the middle of last week no reply’s to emails

worst service. no information about collection timing, no reply to mails or calls. wanted to cancel and rebook, called and mailed multiple times no response.

Booked a mattress collection through a third party who clearly use this company. Received confirmation of the collection the day before with advised collection slot. Did receive an email on the morning of collection suggesting there was a delay with an apology for the inconvenience. Then received a text saying my collection would be between 10.00 and 13.00. Got a phone call from the van crew to say they were 10 minutes away. They arrived as planned and removed my old mattress. So no complaints about this at all. The short three point video that accompanied the email confirmation clearly explains the collection process. Including warnings that mattresses cannot be left outside or that they can be wet. So pay attention to the information and everything should go smoothly as it did in my case.

Organised for an old mattress to be collected today. I was sent a confirmation via email last night that their eta was between 11 am and 2 pm - no one has turned up and the tracking information states that they are at drop 9 and I am no. 13 - This has been like this since midday.
At 4 pm tried to ring their office line but nobody picked it just rings. I have tried 3 more times - At 5.30 pm there is an automated response saying they will be back in the office at 8 am on 8th June. It is 26th July.
I used this service 2 years ago and it was great I am now left having to organise something else.
Order 9333

Was really worried about reading all the bad reviews. It’s true that they are terrible at communicating, barely pick up the phone (with no answer phone) and don’t respond to emails. However I did receive a 3 hour time slot text the morning I had booked and a phone call an hour before from the driver to say they’d be there in the next hour and another call 15 mins before. In the last call I was asked if I could leave the mattress outside which was fine. The customer service definitely needs to be improved but the actual pick up was fine and I’m glad that I was able to recycle my mattress after being quoted over £100 by another company.

As some other people have mentioned they use Rhenus Home Delivery for the pick up, I had a lot more success contacting their customer service number which is 0333 5575571

It seemed to go without a hitch - mattress left with receptionist and was picked up a little late, but their tracking at least warns you of this.

I have no complaints at all. The process worked as described - make a booking, get an acknowledgement, get a rough idea of the time of collection, on the day a better idea of the time and about 30 mins before a sms giving the estimated time. Two guys in a white van turned up and took my matress from the front hall. The accuracy of the times quoted was no worse than most couriers. Normally I would not bother to give a review like this, but in view of the large number of bad reviews I thought I ought to let people know that the system can work properly.

I’m in Northamptonshire and I received brilliant service. I booked it on Monday, they came Wednesday morning. I was kept informed of the time they were going to arrive. The guys were friendly and I had no issues. I was worried after seeing some bad reviews but it was great!

So many bad things to say about this company. Firstly the website is rubbish if your billing address does not match your pick up address. This meant that they booked the slot for my billing address despite the fact that i had selected a different delivery address. The following day (1st april) I tried to email them to clarify pick up address and they didn't bother to reply. I then called them later that day to clarify because i was concerned and they confirmed that wrong pick up address was recorded. The lady appeared helpful and agreed to change the pick up address. During this conversation i clarified the date of pick up (4th), which she confirmed and she then told me i would receive a text with date and time of pick up. Needless to say that i did not receive that text message. However, it was now the weekend so assumed that i would hear something on monday (4th).

Monday rolled round and no contact from them. I then tried calling the number on their website (i tried this number 3-4 times over the course of 2-3 hrs) and no answer and no answer machine service. I then discovered that this company also traded as Rhenus so i managed to find another number for them and finally got through. I asked why i had not been contacted and was told by Amy that "I should have been contacted as my pick had been rescheduled" when i asked why, her response was " the notes say that you requested a change of date". I pointed out that i had absolutely not requested a change of date, and went on to explain that i worked in health care so can not easily change or move the days and times that i work, i had also booked the day off work to ensure i was around which means a loss of earnings for that day (approximately £400). I asked her what could be done and was told that nothing could be done for today and the earliest pick up would be tomorrow!

I was so unimpressed with the whole process (and had since read bad reviews on trustpilot) that i decided to cut my losses and contact a firm who were more likely to fulfil their promises. I have been assured that i will receive a full refund, but lets see how long that takes.

Really unacceptable, would strongly advise that you do not use. I have since booked with London waste management who are marginally more expensive (£4 to be precise) but worth every penny.

I'm not sure if there's a regional difference in service, but this collection took place in the Cambridge area.

Like others have mentioned I was worried after reading the other reviews but I ended up have a really good experience.

Got a call approx 30 minutes before the 2 lads arrived and they were happy to collect it from inside my doorway (I was getting rid of king size mattress and it was too heavy for me to take all the way outside)

Overall I'm chuffed.

I didn't read the reviews until after I'd booked the collection and was obviously concerned with the poor feedback. However, this was not necessary as the mattress was collected by Rhenus Delivery, they sent tracking information and called when they were 30 minutes away. Would use again.

Won’t collect if item is outside because it may be wet and damage new items they are also delivering BEWARE before booking not to leave anything outside

Terrible service. Real scam. Use your local van and man and save your money. These guys are rogues. They want the mattress accessible so left with bins roadside but hidden in the small print is they won’t pick up of wet. There as light drizzle. Guy drove past. Took photo and left mattress. Didn’t even knock on th door. Also trade as Rhenus delivery. Apparently use same van to deliver new items as to pick up used items! Poor customer service. Waste of money.

Absolute Scam!!!! We booked our bed to be collected. Move it outside just before they said they would arrive and then wouldn't collect due to the mattress being wet!!!! We had a small shower but the rest of they day we have had sunshine. DO NOT USE!! THEY STILL CHARGE AND THEN WILL CHARGE AGAIN IF YOU WANT IT RECOLLECTED. DID NOT REFUND. 1 star is too good!

Getting a little nervous having read previous reviews after purchase it turns out there was no need to worry.

Was kept well informed on arrival, the collect gent and lady where polite and very efficeient.

For the price and quick turn around (quicker than leeds council and same price) I really cannot fault the service and would nit hessitate in using them again to collect old mattresses and beds.

nobody turned up mattress was left outside Ref.No.6377

I booked a collection on Wednesday for the following Monday and I got an email confirmation. I then got a further email confirmation the day before with a tracking link, an SMS 3 hour time slot on the morning of collection and then a call 30 minutes before they were scheduled to arrive. Really nice guys, no hassle, took the mattress in and out in 2 mins.

I was a bit unsure whether to book them due to the negative reviews but 100% perfect experience. Cheaper than council or local disposal firm and saved my mattress from landfill.

Perfect experience. This is a review for 'Collect your own bed'. I can only speak as i find and i paid for a mattress to be collected for recycling as I couldn't find a taker and wouldn't put it in landfill.
Ordered Tuesday for a Thursday collection, had updates on Wednesday that RHENUS would collect, had a tracker, they turned up at the right time, phoned ahead 30 mins before and were really nice guys. This was in the South Wales area and I wonder if experience across the UK differs.

Booked for collection on a Tuesday. Followed the tracking and noticed driver hadn't collected anything for 2 hours. Was still inside my delivery slot but phoned to see what had happened. Turns out the driver just went home as they were "beyond their driving hours" which only begs the question as to how they were still inside the delivery slot. Was then told they couldn't collect the mattress until Friday. Have dealt with bad couriers before but these are the worst yet!

Update - The Friday collection also failed because the van broke down. with no update sent. These are either the most incompetent couriers in the country or scammers. I fear its the later.

Unfortunately you cant give less than 1 star, avoid like the plague.

Didnt turn up, didnt return emails, why didn't I notice all this negative feedback.