"Worst Customer Experience I've Had To Date. Advise To Shop Somewhere Else!"

I went into Mattress.ie's store on Palmerstown Road. The sales person I met was very nice and helpful. He had even convinced me to go almost €250 outside of my budget for a superb mattress and base which I ordered that day. I left feeling very happy and looking forward to my new bed which I was told would be arriving in the next week and a half (a Wednesday/Thursday) and I would receive a call to arrange deliver which could be done at the weekend.

-Now two weeks from originally ordering my bed (Friday) I had received no call so phoned myself to see if the bed would be delivered at the weekend as agreed. I rang a number of times but could not get through to anyone but I did receive a call back after 5.30pm from Adrian who was, in honesty, abrasive with me and preceded to inform me they had no record of my order. I explained everything to him and he said he would call me back in 5min after he had spoken with someone else.
No call back so I phoned him at after 6pm once I found the order receipt which I thought might help. He just said he would look into it "as he told me earlier" and to leave him to it.

Week 3 - Monday came with no phone call so I had to follow up myself again. After a couple of attempts I finally got through to Adrian again and had to explain the situation again as he could not recall our conversation on Friday. Once he remembered he said someone else was supposed to have phoned me to let me know where my order was at. But he did not know himself. I should point out at this stage that Adrian is the MANAGER. Again I was told someone would be in touch to let me know what was going on.

Tuesday arrives with no call. I followed up again and was told I someone would be in touch by Thursday with a delivery date.

Thursday arrives, I need to follow up myself again and am told that because of storm Ophelia due to arrive in 4days (next Monday) there would be no deliveries until the following Tuesday week (12days away). Seems odd but I was assured it would be delivered that Tuesday at 7pm. I asked a number of times for a confirmation call on the day to affirm it would be arriving and at what time.

Delivery day - Tuesday week arrives and surprise, no call. I try contacting Mattress.ie from 2pm until after 5pm including sending emails through their website. Eventually I get a call back from Adrian after 5.30pm and am told he is on the boat on the way over from the UK...the boat was delayed. I asked a number of times why he did not contact me to let me know it was not arriving and that I could have made other plans had he had the decency to contact me. He flat out refused to answer my question.

Final chance - I was promised the bed would be delivered the next day (Wednesday - almost five weeks later) at 7pm. I asked three times on the call for a call to confirm it would be arriving.

Wednesday - No call
7.00pm - No delivery. Another evening rearranged and wasted

Thursday arrives - I phone up to vent my frustration. I'm told by the lady on the other side of the phone that if I want to complain to a manager, it would have to be Adrian....no point there, but I was told my bed was in store and schedulled for deliver today.

I did say someone could call me to explain what had happened, naively thinking there might be a good reason for the complete disrespect shown by Mattress.ie.

Guess what, no phone call. Avoid at all costs!!!

"fast delivery"

fast delivery. ordered and delivery was next day. good communication. good product.

"PLEASE AVOID THIS COMPANY! Threatened by mattress.ie!!"

Paid for mattress online and when l heard nothing from them after 2 weeks/10 working days l rang them for a delivery date. Told delivery people would be in touch but did not happen. After further chasing by me l was told there would be a delay as it taking longer to source the mattress. Then delivery driver calls me saying he is near my home and that the mattress l ordered had been damaged in transit but he had an upgraded mattress for me and would this be acceptable. l felt in a very difficult situation as he would be with me in a couple of minutes to deliver a mattress l knew nothing about. I stupidly but reluctantly agreed to accept alternative mattress as l was fed up waiting and if it was an upgrade then maybe l should accept this compromise​. Driver arrived (despite paying for 2 man delivery he was on his own) with mattress and took old mattress away. The upgraded mattress is unbranded and has a hard orthopaedic surface which does not suit my back. Although it says it has 1000 pocket sprung you can not feel them as there is no give in the mattress. Feel very disappointed overall and can only truthfully relay this in my review.

Reply to their response: I did not want an upgrade and never requested such. I just wanted the mattress l ordered and paid for delivered in the time you advertise on your website. It is totally unprofessional to ring someone when you are a few minutes from their home and put them in such an awkward position as was done. Ordered a double bed for my Dad from beds.ie with no problems and cheaper than you. Very strange interpretation of good customer service. Please avoid the hassle and disappointment folks!!

Update 23/6/17 11:40am: Mattress.ie rang me and in what l felt was an abusive and threatening call said that l should expect a solicitors letter in the post over my review. Said l stated that the mattress was not 1000 pocket sprung and mattress was unbranded. I told the angry caller from mattress.ie that the first assertion was untrue if he had read my review and as to the second allegation l restate that the mattress was unbranded and more importantly it was not displayed on mattress.ie website so l could read a description.

"Spent over 600 euro on 2 matresses and …"

Spent over 600 euro on 2 matresses and both persons sleeping on matresses ended up with awful back pain. Rang the shop and was told to turn the matresses around as they are memory foam. This did not relieve the back pain (which neither one of us have ever suffered from). Rang the shop again and was told it could be the slats on the bed....which are fine and never caused pain with other much cheaper matresses.
So so disappointed. The manager said he would phone back "in a minute" and three days later I have heard nothing.
I would not reçommend them and will never go to them again. I will have to fork out for physiotherapy now to realign my spine...get these matresses taken away and fork out for 2 new ones.
subsequently thanks to mattress.ie for coming to an amicable closure.
compliments to van driver niall for being most obliging and accomodating.
thank you

"NEVER AGAIN...DISAPPOINTED"

had bought a mattress almost 3 years ago paid 750euro now have back problems and mattress is bent what unusual was asking any help from a worker in a shop today cos a warranty said 5 years! didnt get at all even a guy was very ignoring to me! got a suggestion from him today to buy a new mattress then got a shocked 750euro pay every 3 years for a mattress ((((( very disappointed!!!! never go back again to mattress.ie NEVER

"living room suite of furniture"

i just got a new living room suite of furniture 3 seater and 2 single seaters. We also purcahsed a new king mattress - The service was excellent and the delivary guy even helped us get them inside desite only getting kerbside delivery. He was dead helpful. I would have no problem buying from them again. their price are hard to beat elsewhere.

"WONDERFUL EXPERIENCE"

I have dealt with mattress.ie on a number of occasions and I can't fault them at all. Sales staff are extremely professional, knowledgeable and their customer service is flawless. Today, I am so happy with my new double divan bed, which was excellent value for money and just what I wanted. The delivery driver was prompt, arriving when agreed and so friendly and helpful. I have in the past and will continue to recommend mattress.ie to all my family and friends.

"Delightful"

I could not be happier with my purchase from Mattress.ie. I do not normally put up a review, but on this occasion I had to let you know how delighted I was with my experience. Your Sales Advisor and driver was helpful and polite, the mattress was exceptional value and the product was exactly what I wanted. Thanks again, I will recommend you to all of my friends and will be back to you in the future :)

"Great at sales, rubbish at after sales."

Mattress was ready for delivery within 24 hours of ordering = great sales service.

Wrong mattress delivered on 20th December. Emailed them 3 times (20th December, 22nd December and 28th December). Now 2nd January so a lot of working days have passed in the interim and have still received no acknowledgement or reply to my emails = rubbish at after sales.

I still have the wrong mattress unused in it's wrapping. Hopefully my negative review might provoke a response.

"Excellent and prompt sevice"

I was extremely impressed with the friendly sevice and fast delivery. Highly recommend this company.