Swiss Sense Reviews 

spend 1875 EUR on a bad and it's not even flush assembled.
i complained, they said they'll contact me for an appointment to fix.
i'm still waiting.
meanwhile i said "then go and pick it up or refund me 500 EUR". they refuse. they said, if they pick it up, they'll charge me 125 EUR.
they also wrote, and i quote

"It is currently very busy in customer service and we are quite behind in our caseload. This means that customers sometimes have to wait 2 weeks for a response."

wow.

terrible.

better buy somewhere else a bed

Great product and great service. I bought the soft custom mattress. The delivery took about 6 weeks and was delayed by 1.5 weeks. But I’m really happy with the product so far. It is a very comfortable mattress

comfortable mattress and bed , delivery is also quick

I’ve been using my Swiss Sense bed and mattress since February 2024, and I can confidently say it’s one of the best purchases I’ve ever made. Over the past year, my sleep quality has improved significantly. The comfort and support it provides are unmatched. Truly worth a 10/10 rating – highly recommended!

Shipping took 10 weeks, far exceeding the original claim of 4–5 weeks. When the mattress finally arrived, it was over 5cm too short. Unfortunately, the replacement had the same issue and also came with visible red stains.

While the customer support team was helpful, response times were frustratingly long, adding to the overall dissatisfaction.

Rhytm mattresses line is very convenient. This is my first mattress and I do like the foam + spings combination, as it finally allows me to sleep well on my side with no pain. I am 60+kg, my wife is 50+kg, and we managed to find good softness of matters for each other in offline store (highly recommend to try before buying). I was also very satisfied with specialists in Leeuwarden offline store, as they treated us correctly and led through the process of bed and mattress selection.

It has been over three weeks since I’ve been waiting for my reimbursement, and the way they are handling this is unacceptable. They don't even respond to my emails and constantly assure me that they will call, but nothing ever happens. This is extremely unprofessional on their part.

Product, staff, delivery staff/time..

I ordered 2 pillows from Swiss Sense on 8th November and expected delivery date was 15 Nov. I wrote to them on the last week on Nov asking them for some form of communication on when I will receive my order. They said that due to delays delivery is expected by 6-Dec. It is 10th Dec today and I still have not received my order, nor have I heard from them. The customer service is disappointing to say the least with no communication about delivery dates, delays, refunds.
We were planning on buying a bed and mattress from SS but ended up buying from somewhere else. I am so thankful that we did not buy from them. If they take 6 weeks (and counting) to deliver pillows, I cannot imagine how long they would have taken for a bed/mattress.
My advise to anyone reading this review and considering buying something from them - DON'T. Find a better, trustworthy bedding brand - there are many.

We had a really nice salesman helping us put together the order but also gave us the time to choose the colour. The information for delivery was very detailed and when we needed to change the date of delivery it could be done quite easily.
The montage and delivery was very nice and quick. Only minus point, they installed the slatted frame support too far from each other so that they needed to be shifted.

I ordered a bed and had some problems with it but eventually we managed to solve everything and I am very happy :) I wanted to thank Julia and customer service team for helping!

I placed an order on their website on November 6. The order (mattresses), as indicated on their page, was supposed to be delivered within a week after the order was placed.
I received an email stating that the delivery date was scheduled for November 12.

Because their website states that if the client is not at home on the day of delivery, they will be charged €75, I used a vacation day to stay at home and not go to work so I could receive the delivery.

However, nobody came, and there was no call or message about it.
I managed to contact their employee via the official WhatsApp, and he told me that "There has been a delay in your order. We expect to transfer your order to the parcel service from 18 November onwards.'"

And yet, it didn’t even occur to them to notify me, and I lost a vacation day because of this!
On top of that, I am now left without a mattress for an indefinite amount of time, and as I am moving into a new apartment I will now be forced to sleep on the floor.

How about this, Swiss Sense: since you have such strict rules about clients being at home during delivery, how about you pay the client 75 euros every time you delay the delivery without warning?

update: they offered delivery after december 6!! This is not acceptable. I want to cancel my order and receive a full refund. I need a mattress now, not in December! When I placed the order, it stated that I would receive it within a week.

Top kwaliteit and service

I was told that the mattress would be a good nights sleep. It is. I purchased a mattress on the cheaper side and I was a little afraid I might miss out on the best experience. I was wrong. This mattress has helped me to sleep through the night without any back issues in the morning. It is great for side sleeping and back sleeping. Not so great for stomach sleepers in my opinion. I would buy this matress over and over again.

The order is now 5 weeks late, and there's no indication if it will ever be delivered! I contacted the shop, and they mentioned that if an order is 4 weeks late, I could request a refund — but only by reaching out to customer care.

Well, guess what? I’ve been calling their customer service for hours, and nobody picks up! On top of that, my emails are being ignored as well. This level of service from a so-called premium brand is beyond unacceptable. It feels like they've completely forgotten how to treat their customers! What’s worse, they’re holding onto my money, with no resolution in sight. Unbelievable!

Worse experience ever! I don't recommend buying anything here.
Beginning of July at the Amsterdam shop, I bought a bed frame and 2 mattresses with a waiting time of maximum 6 weeks to be delivered on the 3rd floor. However the order was delayed twice. The first time I was not even notified, the second time it was mentioned an additional waiting time of 4 weeks. From the first delayed I asked them whether all items were delayed, they agreed to send first the bed frame. I noticed that if I order the mattresses online I could get them in 2 days! So I contacted them again several times via phone and email challenging their delivery times with evidence, they only transferred me from one department to another without a solution. They agreed to call me so many times to update me on the status, they never did! Of course, I proposed to cancel my order and order it online and they told me that cancelling implied 75% fee for cancellation costs. After many days, one evening I received an automated email that I will finally receive my mattresses the next day. Luckily I was available at home! The mattresses were dropped on the ground level, blocking the entrance of my building even though in the order it was explicitly mentioned ¨to be delivered in the bedroom¨. I called them again, they told me that they couldn't do anything about it except transferring me to the complains department which they hung up on me!!! Do you know how difficult is for a woman living alone to bring the mattresses to the third floor of an apartment building in Amsterdam!
This company is only interested in selling but their operational processes and customer service sucks! Such a waste of time and energy!

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Update: if you really have the intention of doing something about it, you should contact me directly instead of offering public apologies. Furthermore there is no option to reply to your posts via trustpilot

TLDR; Swiss sense charges premium prices but offers the worst customer service
I ordered a 2,000€ mattress from the Amsterdam store. I want to return it because it smells a bit chemical. The mattress is new and unused, but the first reaction of the Swiss Sense employee was that I would have to pay a 30% return fee (aka 600€). Paying 600€ to return a new product?? After asking where this 30% came from (as it is not mentioned anywhere in the contract or terms and conditions), he told me that he would have to check with the head office and get back to me. After several phone calls and emails, I still have not heard back. On top of that, I've been ghosted since Friday.

All I want to do is return a mattress I ordered 14 days ago, but that doesn't seem to be possible with Swiss Sense. Never again.

Couldnt delivery on time, couldnt find our bed forcing my pregnant wife to sleep on the floor. Useless, rude, unhelpful. Buy your bed anywhere else.

What a fantastic bed and great service. Everything went smooth with the delivery and assembly of the bed. The delivery guys were extremely friendly and explained all the details about the furniture. Even though there were quite steep and narrow stairs, they still managed to bring everything up.
Super good!
Not like the experience I had with Emma Sleep.