Mattress Supermarket Reviews 

Extremely disappointing refund experience, I’m still waiting for my refund.

I would strongly advise people to think twice before ordering from Mattress Supermarket based on my experience.

I have been trying to resolve an issue with a refund that Mattress Supermarket have confirmed was processed, yet the money has still not appeared in my bank account. It has now been more than 10 working days, and I am still waiting.

I have contacted Mattress Supermarket multiple times regarding this and have been given no clear or satisfactory timeframe for when the refund will actually reach my account. At this point, I have had to contact my bank, Halifax, to investigate the missing refund.

Halifax has advised me to obtain an ARN (Acquirer Reference Number) or other proof of the refund from Mattress Supermarket so that they can trace the payment. I have now requested this information from Mattress Supermarket, but the situation has been unnecessarily stressful and frustrating.

I have also tried contacting them by phone, but the phone simply rings out and then disconnects, making it extremely difficult to speak to anyone directly.

The whole experience has left me extremely disappointed. A refund should not become this difficult to trace, particularly when the company has already confirmed that it was processed. I simply want the money that I am owed and clear communication about where it is.

I hope Mattress Supermarket can resolve this promptly and provide the ARN/proof of refund so that Halifax can investigate and trace the payment.

I ordered on the 7th August, had to chase up on the order as I haven’t heard anything, it’s been past 10 days now and only had an apology about the delay and no news about the delivery date yet. Try calling and I always get cut off and im not happy with the service. May end up cancelling the order if I don’t get a response today about my delivery date.

DO NOT ORDER - I still have not received my order - It has been on its way since 5th August!! I have been given two delivery dates and times and nobody showed up. I have rang Mattress Supermarket for two days they don't answer or cut you off. They reply to emails saying they are looking into it but never give you a definite answer- avoid if you don't want to have to spend hours chasing for something you have paid for!!!

I was told I would have delivery yesterday, but nothing came, I called both delivery company and yourselves and I had nothing back from either. Very disappointing

AVOID USING THIS COMPANY!!!!!!
My prebooked order never arrived after I had to cancel plans to wait in for it. I still have no idea where my order is or when it will arrived and now we have no bed to sleep on!!!
Zero customer service!!!!!

I read the reviews before purchase and I decided to give them a chance only because they offered assembly and disposal of the old bed. They delivered the bed on time, however the delivery people had no idea I had paid £60 for it, and said they did not even have the tools. They did not even take my old bed as they said "contact mattress supermarket so they do everything at once for you". Their customer service is practically non existent. They never answer the phone no matter what time you call. The customer service rep Salman Ali did confirm by email when I purchased that the £60 included assembly and disposal. He replied today saying they can't provide assembly and that the £60 were only for disposal while attaching instructions to assemble it. He did not even give me my £60 back!!! I just truly hope it won't take months for me to see my refund back. I'd send the bed back, as I have no one to assemble it but I wonder how long it will take them to do that! DO NOT WASTE YOUR TIME.

After ordering I was told it would take a couple of weeks to make the bed base (single ottoman). Then I was given a delivery date - no show! I have rearranged my days 4 times now and still have no bed! Delivery has failed 4 times! Total incompetence. I have now asked for a refund - see how long that takes!!!

I ordered two beds on 3rd June, with delivery confirmed for 11th June. I waited in all day, only to find out at 4pm—after contacting the company myself—that the delivery was cancelled due to a van issue. No one contacted me to let me know.

As I am self-employed, I lost a full day’s unpaid work. I was then promised delivery the following morning, but again it did not arrive within the allocated time. The beds eventually arrived at 8pm, meaning I lost a second day of work unnecessarily.

When I unpacked the beds the following day, I found that some of the wood was damaged. I contacted you immediately and provided photographs as requested. We agreed on a partial refund, as I could not afford to take another unpaid day off work for a replacement part. I agreed to repair the damage myself in exchange for the partial refund.

Despite contacting you weekly since then, I have still received no refund. I am repeatedly told that the matter has been forwarded to the finance team, but it is now August and nothing has been resolved.

I have now requested collection of both beds and a full refund. I believe I have been more than patient and have given you ample opportunity to resolve this matter. I have now contacted the credit card company to request a refund .

Read the other reviews avoid this company

Can't fault the product. Just as listed. Delivery was a day late. Needs improvement.

Avoid this company.

My bed was not delivered within the 30-day statutory delivery period. After missing the first delivery, they failed to provide another delivery date and left me chasing for answers.

Customer service was appalling. I spent over two hours on hold without getting through to anyone, while emails received nothing but generic template apologies with no useful information or resolution.

After waiting more than 30 days, I had no choice but to buy elsewhere and demand a full refund.

A company that failed to deliver the product, failed to communicate, and failed to provide even basic customer service

Happy with the beds. will recommend to family and friends.

Scammers
Am waiting for a refund they have blocked all communication channels

Unable to contact them on phone. Delivery for today was confirmed last night and my email was also replied to.
Update the delivery was scheduled but never turned up. The delivery company also doesn't answer the phone.
I have wasted too much time clearing the room etc and waiting for a non delivery. They charge you £25 for a missed delivery and 25% to cancel. AVOID THEM!

Currently waiting on a delivery which was supposed to be here between 9am and 12noon. Customer Services not answering the phone and I have heard absolutely nothing and it’s now 2pm. A complete waste of a day off work and still heard nothing from them. Bit of a shambles if you ask me. I feel a section 75 chargeback is due.

I ordered a double bed with mattress i had to cancel it on the same day they had taken the money for it i am still awaiting a refund 18 days later i have emailed them numerous times only to get the same reply back

Really horrible company. Do not buy anything from them. Been expecting delivery from them for past 6 weeks for a purchase made since July 6th, been given 4 different different dates, they keep changing it. No customer service, you can not reach them via their phone numbers. Emails barely get responded to. This is a scam company. Run!!!

Absolutely appalling service. I ordered a bed and mattress, which were due to be delivered today. I was supposed to receive a two-hour delivery window the day before, but nothing was sent.

I’ve tried calling the company multiple times, only to have the call disconnected each time. I also contacted the courier, Prime Home Delivery, but was left on hold for over 50 minutes without speaking to anyone. Emails and messages have gone unanswered, and there has been no communication whatsoever.

After paying nearly £500, I’m left wondering whether I’ve been scammed. This has been an incredibly frustrating and disappointing experience, and I would strongly advise others to think twice before ordering.

Do not order!!! a phone system that is non existent, tried to cancel after 3 days as they could not deliver within 10 days and then want to charge 25% of total as the beds are built on order (yeh right!!!!) - a total rip off. DO NOT TOUCH WITH A BARGE POLE!!!

Extremely disappointing experience. My divan bed still hasn’t been delivered and the delivery date has now been postponed five times. Customer service has been just as frustrating — my messages are being ignored and nobody answers the phone. I would not recommend ordering from this company based on my experience.

Firstly I had no contact from the company regarding delivery for over 14 days so the 3-10 days for deliver was already a joke!! Then I was given 3 different delivery dates and every one was missed! On two of these occasions I had to take the day off work so not only do I not have a bed I have paid for, I have missed 2 days of work!!
The company is a joke!!! I believe they are actually a scam company, never actually delivering the beds they sell!!