mattressonline.co.uk

I bought a mattress from this company around 3-4 years ago and the experience was great. Easily done, delivered and I LOVED the product. No complaints. Fast forward to early this year and my mattress developed a fault and so I got back in touch with MO as it was still under warranty. No problem at all they said, they would replace it. However, my mattress had been discontinued so I had to pick something else. As I was so happy with the comfort level of my previous one, I really didn't want to make a bad choice. And as MO have no stores, I decided to get a recommendation from them on a similar mattress. They got in touch with the manufacturer, who gave me a recommendation for a mattress that was nothing like the one I had. So, I did my own research and ordered a mattress that I had tried out in a showroom they recommended to me. The mattress that arrived felt nothing like the one in the showroom - it's like sleeping on a park bench. When I said I was unhappy and I requested my old mattress back, they said it had already been destroyed (this was a day later), and they would not accept my mattress to be returned as it had been slept on. They referred me to their terms and conditions of sale, which clearly I would only have read at point of purchase 4 years ago, to find this detail. It's not their fault that the mattress isn't like the one I tried in the showroom, however it isn't acceptable to me that Mattress Online did not point out to me before I tried the mattress, that I couldn't return it. Falling back on terms and conditions that they know a customer will not have read since purchase, is not good customer service. All it would have taken is for them to acknowledge that this a) was not a purchase it was a replacement b) look at my contact history to understand I was desperate to find exactly the right mattress and c) use their customer service skills to say "make sure you check it's right for you before you sleep on it, as we won't accept a return and we appreciate it's been 4 years since you will have read our policy on this". Instead, I've got sleepless nights and they've got a crappy review. Congratulations Mattress Online - make a small change to your process in informing customers upfront and you'll have more happy customers.

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