www.monsterbeds.co.uk Reviews 

Following our complaints to the aftersales team (James in particular has been very helpful in assisting with resolving the issues), the issues detailed below have now been resolved. James assisted in organising replacement parts to be sent to us as well as additional instructions which now means our bed is fully working.

However, i would suggest that to have avoided these issues in the first place (and us being left without a bed for 6 nights), the additional instructions are sent out with the standard instructions, and that issues about the quality of workmanship, as well as delivery of replacement parts are discussed with the manufacturers.

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We recently ordered a new gas lift ottoman bed frame from this company as it was about £100 cheaper than other companies. A delivery date was arranged for Tuesday 10th May 2011 - my husband booked a day off work. On Monday 9th May, he received a phone call to say the bed was actually damaged, therefore they wouldn't be sending it. I then took a day off work to wait in for the bed arriving which it did. On assembling the bed we noticed a scuff to the headboard; however this was fairly minor and we continued to assemble it. We then discovered a screwlock fitting was completely missing; my husband managed to make one from our old bed which we had dismantled so we could assemble the new bed. We then continued with our assembling, following the diagrams as instructed. However, on trying to put the rest of it together we found out the arrows on part of the frame had been put in the wrong place so we had to disassemble and then reassemble it again. On doing this we then discovered a hole for a fairly signifcant part of the lift frame isn't there - at all!

ordered bed 3x weeks ago, were told a driver would call haf hour before delivery... they failed to do so on the first delivery day, then informed us they were un able to call on the 2nd delivery day.... after waiting in all day the bed was finally delivered......
Once opened we found only half a bed, and it wasnt the king size we had ordered..
I called the aftersales team who then informed me id have to wait another week for collection... and i would only get the refund once the bed had arrived back at their depo...

After my orignial bad review, the customer slaes team were really good at resolving the problem, the bed arrived after 2 days , i recived calls from the aftersales team who were very apologetic, the resolved the issue . i can happily say i would use monster beds in the future

Great company, over the moon with the bedstead, customer service and the delivery man was very friendly and polite. 1st class company from start to finish, please check out this company before you review any other companys.

I ordered a metal bed by phone at 5 p.m. the gentleman was extreamly polite and very efficient, the bed arrived 2 days later. My husband put bed together in under an hour. The quality is really good and I would use Monsterbeds again.
Carol
Enfield, Middx.

I am very satisfied with the service I have received from Monsterbeds .
The product I purchased is top quality at a competitive price the delivery was quick and efficient .... altogether a very positive experience !
I would highly recommend Monsterbeds to any one looking to buy a bed.
Phil Grant-Champion Oxford.

I ordered a bed & matress from monsterbeds on the 3rd december 2010, i still had not recieved the goods by the 16th december, so decided to cancel my order. I understand the weather conditions had been adverse, but I had recieved no communication from monsterbeds during this time, whenever I tried to contact customer services by telephone it was out of action.

I therefore E mailed my cancellation request , was informed of a 5 % cancellation fee, which I felt was out of order in the circumstances, I recieved a curt E mail reminding me of their small print.

It is now the 24th of January nearly two months from my order , monsterbeds have been in possession of over £200 of my money & are charging me 5% for the privilage. I have sent many emails (I cant communicate by phone its allways unavailable ) My last email on the 20th january was replied with an assurance my refund was urgent & would be processed ASAP.

I still have not recieved a refund. I have been struggling financially as all of us do post christmas , but so badly that I have had to borrow money to make ends meet. I have emailed how urgently I need this refund & this company has ignored my request. I am aware within consumer law a refund can take 30 working days , but I am appauled & frustrated with this companys customer service , I cannot believe that on every occassion I have tried to telephone customer services it is out of action & that has been every working day for the past month.

I do not think its acceptable for a company to have your money for nearly two months (without ever recieving the order) & charge 5% . Monsterbeds should be paying me interest.

I will never order from this company again & have reccomended to my friends not too .

I placed an order for a bed and mattress on the evening of Sunday 12th December, both items had a 'Next Day' note on them. I put a note on the order that our preferred delivery date would be Thursday 16th December. I then waited for a call, as promised by their site to book in our delivery. When I hadn't heard anything by Wednesday evening I sent an email asking for confirmation. I received a call on the Thursday morning to advise that the bed and mattress would arrive separately but they would definitely be delivered that day, so I arranged for my wife to stay in all day. The mattress was delivered, but the bed wasn't, so I sent an email asking for a call in the morning to advise me of the situation. The call wasn't made, so I rang them. I spoke to a guy who promised me that he would look into it and get back to me in 5 mins. This never happened, so I rang again, and again this time I spoke to the head of despatch who did get back to me promptly, and advised me that the bed would be delivered today (Friday 17th). As I was working locally, I went home to make sure that someone would be there, only to find the 'sorry I missed you card' from TNT. I rang Monsterbeds again, and told him what had happened, and asked if they could get in touch with TNT and get the driver to come back, but he said this couldn't be done, but, he advised that he would get the manager to ring me. 3 hours later I rang again and spoke to the same person and requested that the manager calls me that day. I then left it until around 17:20, I had no call, so I rang again. This time I spoke to a woman. As I was explaining the situation, she put the phone down on me. When I tried ringing again....`the office was closed`! At this point I decided to wait until the delivery arrived. This happened on Tuesday and the boxes were in a poor condition with a part missing.
The Managing Director phoned me this morning and couldn't apologise enough. He assured me that the matter will be dealt with, and his staff would be reminded that customer service is very important. He also asked for me to send pictures of the boxes as they were delivered so that he could take the matter up with TNT. Having had this conversation, I, without a doubt, would use Monsterbeds again, and the vast majority of reviews on here agree.

Ordered a bed and mattress from the showroom on Wednesday. The salesperson confirmed that the mattress would be in stock on Friday.

Monster Beds phoned on Friday to confirm delivery for Sunday. Unfortunately on the Sunday (before Christmas) there was very heavy snow and we were phoned at 11 am and told that deliveries had been abandoned due to the conditions and an accident to one of their vans.

At 7.00am on the following day we were phoned to say that the bed would arrive in 10 minutes! Sure enough it did, despite the snow and -11° temperature.

The goods were exactly as ordered and the service, particularly considering the conditions was superb.

Placed our order and contacted next day with delivery date - arrived on as promised with all parts, nuts and bolts intact !!

Very good service, would certainly use them agaom amd recommend to anyone looking to purchase a new bed in whatever price range.

Well Done Monsterbeds.

I sourced beds from monsterbeds for my new 120 room hotel. The first comment I receive from guests is how comfortable the beds are and where can they get one!

Good price, and great customer service.

Wow, i order on the 11th august and my bed arrived 4 days later, the service has been brilliant, as an elderly person living alone i was a little concerned about how i would get on with ordering from an internet company, well i went to the right one!! nothing was too much trouble, and i would really like to thank the delivery driver, chris. he is a star, thanks again to all at monster beds ps my daughter has just orderded a big divan, please look after her, im sure you will.

I ordered a bed and a mattress on 9th August online at 19.00pm. The next day 10th August I found out the same bet and a better mattress 20% cheaper. Immediately I cancel the order by calling them and also sent an email requesting to cancel the order.

On 11th August I received an email confirming that my order is cancelled and as per the terms and condition 5% of the order value will be deducted and rest will be paid into my credit card with in 30 days.

Towards end of August I started to call the customerr service and asking for the status of the refund. Always told that it will be refunded very soon.

30 days deadline is gone and I sent an email to Customer service asking why my refund is not given yet. No reply received yet. Almost called everyday since 11th August and everytime call was picked up by the same person in the reception and gave me the same answer that account team is either very busy that he cannot get to them or he will say it will be processed very soon.

Today I decided that enough is enough that I will share my experience with others by writing a review about this company and their service .

It is nearly 38 days since I cancelled my order, till now I have not received any return phone call or email from them saying that when my refund will be processed. Very Very poor service. I will never deal with them again.


Updated

The day I posted the review comment I got the call from the boss of the company. He was very polite and accepted that I received very poor service. He told usually the return orders will be dealt with in a week but some reason this is not happened in my case.

He told me that they already credited my money to my account. He also mentioned that they waived the 5% admin charges and credited the full order amount. That's nice and also told that they already sent me 2 memory foam pillows as good will gesture. I can confirm I received it today.

People/Companies do make mistakes but how quickly they correct it makes them a good company. Based on this experience I am happy to give the benefit of the doubt and revise my rating to 4 stars.

Ordered from spain for deleivery when i arrived in the uk, it arrived exactly on time and date ordered. unfortunatley the frame did develop a fault, however the customer service was exceptional, i was worried that i would be left hanging at the end of a telephone, no way, calls were returned promptly and every effort was made to remedy the situation, ending with myself choosing a replacement item, which again arrived on time with a cheerful friendly driver. i have no hesitatiion whatsoever to recommend this company fully.

Certain high street brand names could learn a lot from Monsterbeds, in both the on-line shopping experience and customer service. We can't rate Monsterbeds highly enough. The price, delivery and product were all top class and when we took the time to write to them with our thanks, the response was quick and very much appreciated. So rest assured you can shop with total confidence at Monsterbeds.

I think it is only fair to say that i must eat humble pie. Let me explain.......I recieved a call this morning from the managing director of monsterbeds. Daniel. He could not have been more appologetic or helpfull. He was genuinely concerned about my treatment and nothing was too much trouble for this gentleman. He had already refunded my payement before he rang. I change my review to TRUST THIS COMPANY. Having spoken to Daniel i now accept that the bug going around the office was not an excuse. He was genuine. No doubt about that. He assures me that he takes customer service very seriously and does not like his customers let down. He took the time to read reviews on trustpilot and acted on them. All credit to the gentleman for doing that. I hope my review did not put people off monsterbeds. Believe me they care. Sop at monsterbeds with confidence.

Dave. . . You, your delivery guy and Monsterbeds are simply GREAT. The customer care has been wonderful, particularly your quality control before and after delivery. Retired surveyor and his teacher son had fun putting a well designed product together. Thank you, we would not hesitate to have a Monsterbed Experience again!!

This is the best company I have dealt with over the internet! There was a quality problem with the item I ordered and I thought here goes this is where the trouble starts. I was wrong! They dealt with the replacement very efficiently, a chap called Dave keeping me fully informed all of the way. The item was delivered by their own very pleasant driver who collected the item I was unhappy with. Buy from this company with confidence every time! I have already passed their name on to firends and family.

I ordered a bed frame over the internet, and was very impressed with the speed of service. The instructions were very straightforward and I assembled the frame myself in a short space of time. The delivery was prompt, and I have already recommended the site to friends and relatives. Would definitely use this company again.

We started off happy to find the bed we wanted for our son was available quickly through monsterbeds........ When we chased to find out when it was being delivered and ask for a specific day - actually later than originally thought- we got an email saying that it was now suddenly out of stock - not as advertised on website and no one bothered to tell us until we chased it...
My wife chased up by phone and eventually was told that it was coming into stock later that week and we'd have it the following Thursday, but we'd get a call the day before..... The day before delivery was due.. we recieived no phonecall. My wife phoned and was told it had only just come into stock that day but was definitley there and was scheduled to be specially delivered to us in one of monsterbeds own vans the following week..I phoned to see what was going on and was told a slightly different story, asked to speak to a manager and was told that the managers name was Dave and would get a call back...No callback so I called the following day and asked to speak to the despatch manager Dave again and was put onto an Alex. I was assured that the bed would turn up next week, I explained my young son had been sleeping on a matress on the floor for two weeks now because of their hold ups.... Another week went by same story yet again. ... Tried again this week having been assured yet again that monsterbeds were personally delivering it today but we'd get a call yesterday... no call as usual... lots of phonecalls today.... aparently they sent it by courier for delivery before 1pm today and we'd get a call 30 mins before delivery. No show, so we called again and were told the courier had had a problem and was delayed in traffic but would be with us...... Eventually it was delivered at 5pm. No phonecall 30 mins before... The courier categorically stated that she never hasd us down for a delivery before 1pm and would never have been able to make that.

Their "customer reps" -sorry cant call them customer service as this just does not apply at all with this company in our experience- cant seem to agree who their managers are or what they do, except that we were repeatedly told when asked to speak to the manager director Dan King that he was "impossible to get hold of". Repeated requests for him to call and explain this whole fiasco over the weeks has resulted in... yes you guessed it No phonecall whatsoever.

Make your own minds up but from our experience we will NEVER go back to suffer this appaling lack of service again.

i would like to say a big thank you to monster beds for your fantastic service and i am so pleased with my new beds, mattresses and dining table. your prices are amazing - furnished nearly all my new flat for half of what i thought it would cost! I have highly recommended you to my friends and family and as soon as the next pay day arrives i will return!