The Mattress Recycling People Reviews 

I am honestly puzzled by the negative feedback I’ve seen here. I chose this company because it was recommended on IKEA’s website, which gave me confidence. After reading some of the reviews, I was a bit nervous, but my experience turned out to be excellent. I received updates via email and even a courtesy call before they arrived, which I really appreciated. My mattress was picked up today, and the process was fast, straightforward, and stress-free. Based on how smoothly everything went, I can only assume some of the poor reviews reflect unique situations rather than the norm.

I booked a mattress collection service through themattressrecyclingpeople., and received a message and email from ArrowXL regarding the collection. I had booked the ‘Collect everything from room of choice’ service. Firstly, they arrived very late, and then refused to take my bed base. The staff were also extremely rude.

Excellent service. I booked online a week before the collection. It was very easy and the price was reasonable. The night before I received a text with a 2h collection slot. On the day of the collection the team was only 5mins late (my slot was I think 10:30 till 12:30 and they tuned up 12:35). I handed over the mattress and this was it, simple as that! I’d recommend this company.

Avoid! We didn't get a call for collection and Arrow XL (the collection company) arrived an hour before the scheduled time with no warning. We weren't in then so they didnt collect and refused to reschedule to the actual collection window. Nightmare trying to contact customer service, finally got through and they said they'd send the driver back again - never saw them! Still trying to get a refund, do NOT use this company.

We booked this company as it was recommended by Ikea but I wont be using them again and I'd suggest Ikea think about their relationship with them.

We had booked a collection of our old double mattress for the same day the new mattress was to be delivered. On the morning the guy from ArrowXL (their couriers) called to say their van was already full and they wouldn't be able to collect the mattress. I contacted the ArrowXL office to rebook. The collection was rebooked for July 5th.

We moved the mattress out of the way and put it in the carport in front of the garage - under cover but not in the house.

When ArrowXL turned up the guy looked at the slight staining and said he wouldn't be able to take it as he'd already been in trouble for taking a stained mattress. I asked him directly if I'd get a refund and he said yes - I have all this recorded on Ring.

As the guy had stated he wouldn't be able to take it, I arranged for a local company to come and dispose of it however, I have had texts from ArrowXL for the past 10 days asking me to re-arrange collection! I think I have finally managed to cancel the collection via their chat.

I contacted The Mattress Recycling People who didn't initially respond. I had to email them again a few days later to prompt a response. They said they'd contacted ArrowXL who'd said they'd been unable to collect the mattress as it had been left outside - not what they'd told me "After speaking with ArrowXL they have informed us that the mattress was outside when they came to collect. Unfortunately they are unable to collect items which have been left outside. As a result this would be a failed collection and you would have needed to reschedule a collection". So it seems that if you have a mattress outside you need to bring it in before the collection! Someone at ArrowXL or The Mattress Recycling Company is "confused" about why the collection failed.

I emailed the company again and included a link to the Ring video recording showing the ArrowXL guy explaining about the stain and the refund and showing the mattress undercover - that was on July 10th and I've heard nothing since. Still hoping to get my money back.

Update: on July 16th I got a reply from TMRP, and I did get my refund a couple of days later.

Booked online, picked up as scheduled by nice chaps from ArrowXL who kept me informed of arrival time. Like clockwork.

As all the negative reviews below- do not use this company! Waited in all day for collection, the 2 hour window came and went, eventually after numerous calls the company arrow XL said their system said they’d attempted collection of our mattress but we weren’t in. They then would not rearrange for a time of our choice but said it had to be another full day. Now have a huge mattresss in our living room!

Dreadful customer service and company they are liars and scammers still have not collected mattress, first attempt van was full, second attempt said they would come didn't turn up, third attempt lied and said we were out ...we are still waiting ,sleeping on sofa as bed dismantled , do not use this company!!

Very easy to arrange and pay upfront for the service, good communication regarding collection. However, at no point was I informed that they actually outsource the mattress collection to another company- arrowXL, who to their credit turned up on time, but then tried to refuse the mattress as they didn't have space for it on their van, then after 'speaking with their boss' they somehow found room for it and took it away, they were so unprofessional that I have a real concern that they will just dump the mattress on a quiet road somewhere and add to the fly tipping we're trying to avoid.
Definitely would not recommend at all.

Appalling Service & Zero Accountability

If I could, I would give a zero. I had an extremely frustrating experience with The Mattress Recycling People's mattress collection service. Despite following all their instructions, my collection was rescheduled three times due to their poor communication and lack of organisation.

First, they confirmed my collection and then cancelled an hour after my confirmed collection window, claiming the van was full. On the second attempt, they again failed to collect, without providing a clear reason (this time they let me know 2 hours after my collection time slot). On the third attempt, they suddenly introduced a new requirement that only a family member could sign for the collection, which was something that was never mentioned before. To make matters worse, after all these failures, they refused to collect the mattress at all because it was in the recycling area - a situation they caused by repeatedly not showing up.

I have requested a refund for this unusable service, but customer service has been unresponsive. This company has zero accountability, and I would strongly advise others to avoid their services.

I used their competitor and had no issues. AVOID AT ALL COST!

Weird how the reviews seem to alternate between excellent and terrible. I read the reviews after I’d booked my collection and was a bit worried. However the service operated just as promised for me. I had to change my collection date so emailed and got a swift reply with a new pickup date. Received confirmation email and text the night before. Another text on the day with the time slot and was able to track the van. Guys arrived and whisked the mattress away no problems. Don’t usually review but thought I should provide this for re-assurance in case you’ve paid and are dubious as I was!

So, the Mattress Recycling People use a service called Arrow XL to pick up their mattresses. There doesn't seem to be much connection between the two companies at all. We had a king size mattress for collection, which we lugged downstairs and put in the hallway for the collection. Half an hour before collection time we were called by Arrow XL and were told that they could only collect it if we had put it in a bag. We hadn't, because the Mattress Recycling People website had clearly stated that "their" collection team will bring a bag with them. Arrow XL then canceled our collection 30 mins before we were expecting them to pick it up. We then had to rebook it ourselves, and the earliest available slot was in 5 days time. The mattress was too heavy to move upstairs again, so it sat in our hall taking up all the space for most of the week.

I complained to the Mattress Recycling People and had a perfunctory and meaningless apology back.

When Arrow XL did eventually collect our mattress, they were an hour late after we'd waited inside for them all morning.

For £50, this is really crap service, and no wonder people fly tip mattresses when it's made this hard to have them collected and recycled.

Avoid this company, it is a scam

Took payment happily enough, no collection was ever attempted however.
They marked it complete on their end regardless, and customer support sent to just be stalling out in the hopes I'll get bored and forget.

I booked in for this company to collect our old mattress between 4 and 6 today. Having dragged it downstairs for the collection time, it is still blocking our hallway. We were in for the entire period. No one called, or knocked on the door for collection. The tracker says the collection has been successful. I have been robbed of £50 and a big mattress is blocking our hall. Thanks Mattress Recycling People.

Have paid £40 for a king sized mattress to be collected. First time they didn’t turn up, rebooked for a week later and still no-one came. They are supposed to call 30 minutes before turning up but no calls received. Zero customer service available from the courier or this company. Think I’ve been duped. Would avoid.

Excellent communication, prompt, pleasant service, very happy with the whole service.

They phoned the day before the scheduled collection day to confirm they were coming. On the day they contacted me to give an approximate arrival time. Just before this arrival time we had a call to say they were 10 minutes away. Two polite men arrived, got the very heavy mattress downstairs (carried it as if it were a feather) and off they went. It cost the same amount as the council but the council wouldn't have removed it from the property. Brilliant!

We booked a collection and paid for a mattress and everything at your choice from the room. The collection team claimed they only had the king mattress to be collected and nothing else and refused to take a bag with old pillows. So what was the £5 extra charge for? Apparently nothing and they claim and I quote: “is for the collection of the mattress from your room of choice”. Don’t really get it!!! Will never use them again or recommend them as they were pretty clear they are no going to refund us. Customer service is dreadful and no one takes accountability. Next time will pay for the council to remove it and IKEA shouldn’t be doing partnerships with companies like this. The only positive was the ArrowXL guys.

CUSTOMER SERVICE IS ZERO , i arranged for then to uplift my mattress for 44.99 ,when the pick up company rang me for uplift i advised the mattress was damp ,so cancelled them before they even came they said there would be no charge ,i went back to the mattress company they will not give me a refund ,they will not even speak to me ,disgusting DO NOT USE , i have since paid the council £30 and they picked up without any problem ,you think you are doing things to help the enviroment but you just get ripped off ,charlatons

Everything went great and was stressfree. I was informed of my delivery slot the day before the collection and the crew called me to confirm their arrival time 30 minutes beforehand. They were on time, polite and fast. Would recommend.

Sidenote: Check your junk mail for any emails from Arrow XL as mine ended up there.