Swiss Sense Reviews 

Buying a mattress is not easy. We went to the shop and the seller told us that it was possible to change the mattress after one month of buying it. That’s why we decided to go for this company and not to any other. From the first day we recieved it, I realized it was too soft for my taste (I bought it when I was pregnant so my weight/preferences were different at that time). The women at customer service said that I had to wait a whole month to change it and also that it has a cost (60€) of delivery. Nobody told us that when we bought it, so I just want to express my dissatisfaction and warn future/potential buyers. Delivery times are also very long. Definitely, not worthy

TLDR: At the end the 1 week delivery is 3 or 4 weeks

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Ok, so i may modify this after getting my bed but im not happy with the delivery dates so far.

I bought a bed the 13/nov. The bed says one week delivery. After 3 days I get an email saying that the bed will be late one week. Ok, I can live with that. Two weeks In i contacted customer support and they say: "I see that your order has not yet arrived our warehouse. Your order is expected to be ready for delivery this week....."

Today, finally got a call from the delivery service and the first date available is the 3rd of december...

At the end the 1 week delivery is 3 or 4 weeks, the reason I didnt order from other provider (Emma for example) is because they delivery times are 3 weeks...
TBH I cant shake the feeling that I have been lie to avoid me going somewehere else for the blackfriday.

UPDATED:
They have the worse delivery service providers (GLS). Never order home, always pick the items yourself.
I am still waiting for Swiss Sense to answer my complaint email, it's been weeks now.

After 2 days, they requested my mobile number and called me. The lady who is supposed to have an answer to my complaint and have a clear turning point strategy actually asked for what I wanted! She kept asking me "what do you want me to do about your complaint". I was clear that I am not requesting for anything in specific yet an apology is a good start from a customer service. She did not, I suggested she gets ahold of the email I sent a month earlier and for her to get back to me. She said ok I will do that. AND I NEVER HEARD FROM THEM EVER AGAIN.
Seriously, pathetic customer service.

The Swiss Sense Store team at Cruquius near Hoofddorp was very good in explaining about the product and suggesting the ones that will meet our requirement. After placing the order and few weeks before the delivery, they mentioned about a delay in delivery. We explained the challenge we will face if the delivery time is not met. We were super glad that they worked it out and delivered to us on time. Their delivery team was also very professional and ensured that the delivery went smooth and as promised. We are very happy with the product and their service.

My order was ignored and delayed for another 2 months. I emailed them 3 times in between but there is no response. I called them but nothing was sorted out. If you want to spend EUR 3000+ to buy a nice bed, I suggest you consider other brands, because the price doesn't match the service here.

I modified my order on August 26th. And they estimated the delivery date will be 11-12 weeks. I agreed. But nothing happened after that. I emailed them three times on August 26th, September 9th, and October 10th. When I called them on October 14th, they finally told me the delivery will be on February 2022. That is not what we agreed and I am not happy about the ignorance. So I send a customer complaint on October 16th. After 9 working days, nothing happened.

You need to have some luck to have responses. And it is truly frustrating. Their service just doesn't match the expectation.

It is all good on the sales side as they give out promises to deliver the product at time, but in reality it never happens. Their customer service is so bad as they cannot provide answers to simple questions, such as;

When will my product arrive?
Why did you postpone my delivery by 6 weeks?

And if you ask for cancellation, they will tell you that they have cancellation fee for a product they have failed to deliver on time.

All in all, bad experience with expensive prices and failed promises…never recommend to anyone

Professional online customer service, professional store advisor. Of course you can choose other cheap shop for a bed, but in Swiss Sense you will choose the best service and the most reliable products. After all you have 8 hours per day on the bed, it's better to choose a better bed for yourself

Very terrible delivery system, bad customer service, sharing wrong info causing unnecessarily delay of your order, can't help you with anything, wouldn't recommend at all, I eventually cancelled my order after waiting, worst experience ever!!

Update based on the reponse from Swiss Sense below. They don't seem to be reading my review correctly or don't understand. It takes way longer than 16 weeks for a bed to be completely delivered!

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The bed is great, but delivery times are crazy long!! For their prices I really expected more speed, but this is really the worst experience ever for me! I even tried to order a bigger bed during the waiting time and they missed that opp. The delivery of the bed then takes at least 16 weeks + additional delays. And if you decide to order a foot board, expect the same experience. Matter of fact, they delivered the foot board (after delays) and still managed to forget the connectors. Now we're like 7-8 weeks delayed again and I honestly have no idea when they will deliver. This company is a joke and needs to get their production and logistics sorted.

We have ordered a bed in December and, due to long delivery time, the bed was delivered only in June. At delivery, they realise the bed missed a structural modification needed to fit the headback.
They estimated the same delivery time of the bed, 16weeks, to complete the bed. THIS IS NOT CONCEIVABLE considering the bed is very expensive.

Very good quality bed! After a few months the mattress is perfect as new.

Despite the delays in the delivery due to covid, we are very satisfied!

Thanks!

I’ve been using my mattress for 3 weeks now, and definitely my quality of rest has improved.
However I was very disappointed with the customer service, the person who came to my house to deliver the mattress wouldn’t take the old one because of an unrealistic reason (regardless of this being already booked in advanced), and mentioned a rude and out of place comment to me because of coming from a foreign country. I called CS afterwards, booked another appointment to pick up the old mattress, and it was never fulfilled. Great product, very disappointed of the customer service.

I had been using a great pillow for 15 years which I ruined by throwing it in the washing machine. This was towards the end of 2020. I bought 2 pillows online from swiss sense on a 'buy 1, get 1 for free' deal. Both were delivered yellow, dirty (which I discovered after I had layed on them) and worst of all they were very uncomfortable. After explaining myself to customer service, they gave me the option to choose a pillow at the closest outlet near me for half price. I bought one that went for 100 euros regular price (so 50). At first it was pretty nice, but after six months the filling started degrading and by the time I'm writing this, the pillow has practically become a rock. They expect me to buy re-fills for 20 euro's every six months? What a scam. Don't shop here.

Don't leave your pointless reply under my review. Rather close your business.

Great experience in store - perfect advice, friendly assistance and of course great products. Mattresses are best in terms of quality/price and we are amazed by the self-cooling pillows. Can’t recommend enough!

The bed was never fully delivered to us and the customer service is mostly ignoring us, promising to come back, for already a month. The most terrible experience I've ever had with any furniture dealer

14 months that is what is the expected date of delivery. With multiple delays in delivery and then wrong delivery and reordering for correction. I dont expect that there should be so much delay. Seems like a carelessness from the representative that they don't take the pain of the customer into consideration. The customer care too just open cases and leave it to the faith. No followups or check. Each and every time I need to call them and ask for the status of the order. And they revert back with more delays in deadline. So not sure what could be done now.

We wanted to change our recently purchased box spring bed because we had terrible back pain. We are not happy with the bed at all. We reached the shop, mentioned that we had health issue and selected our new product. They informed us that client service will call us for confirmation and delivery. It has been 3weeks and there is still no call!! No one called us, we called the client service and they said they didn’t receive email from the shop yet. We called the shop to tell them to send the email. We still haven’t heard from the client service!! Is this how you treat your clients?!! We have back pain and cannot sleep, we try to change the bed and we are still waiting!!! And it is not our job to follow your company’s lack of communication. I would not have expected this from Swiss Sense as we selected your company to have some quality service but we were wrong. I will not recommend Swiss Sense to anyone. Hope our problem will be solved as soon as possible..

Bought my boxspring and a topper at Swiss Sense. Had to swap the mattress and the topper a few times until I found the combination that suits me. They charge for every little thing, and hidden charges just pop over time. Spent hundreds just for swapping mattresses (no return policy for toppers/mattresses .., so I had to swap). The funny thing is they charge per item swapped, no matter if it’s a single order). It’s just overpriced. I would rather consider going to another shop with far less restrictive policies.

Ordered a wardrobe on May 2021, received it on October 4th, 2021. The wardrobe was damaged on top of that technicians couldn't install the doors. They told me that the doors will be fixed that week (4-8 October) but no one came to fix it.

I made a second appointment for 18th of October, they canceled it 1 hour before the appointment. I then told them I wanted to return the product, and they told me it is not possible because they have a right to fix the product.

After many angry phone calls and emails I managed to return the product on November 16th and they did not refund the money in full.

EDIT after their response:

This response is yet another proof of how incompetent they are, I am not talking about the compensation, read the emails on Nov 4th, you charged me 115 euros for the return transport.

"Omdat we nu niet langskomen voor het uitvoeren van een service en de kast direct komen ophalen voor annulering hebben we hiervoor kosten in rekening gebracht voor het transport €115,- "

For once a company who delivers fast and keeps their word! We ordered a bed at Emma Sleep 3 months ago which was supposed to be here in September. After many many many calls and disappointments and delays we decided to cancel that bed and order a new one. We ordered a Swiss Sense bed which had a delivery option the next day. We were a bit sceptic but they delivered this morning. Perfect!! We should have ordered here months ago. Great delivery.