"Beckenham Store Customer Service"

I took my 96 year old mum into the Beckenham store a few weeks ago and received outstanding customer service from Andy there. Although he knew we wouldn't be placing an order that day, he went through all the options with my mum with such patience, care and understanding. We have since placed the order through the Beckenham store and my mum is looking forward to receiving her new bed.

"Avoid this company - awful experience and very poor customer service"

I purchased a £1,370 MLily mattress and bed frame from the Bexleyheath store in November last year.
My partner and I have been experiencing intense lower back and side pains from sleeping on it since the first week. We just cannot have a restful, good night’s sleep without any back-breaking pain.
We thought there was something wrong with the particular mattress and contacted Hamseys to try to resolve the matter. Many months and emails later, we had a mattress inspection, which established there is nothing visibly faulty with the mattress.
Furthermore, Hamseys stated I did not purchase a sleep trial, while their website always seemed to have big yellow banners showing the latest deals available and the sleep trial was always featured on there. 
I chose to purchase our new bed from this company (“support local businesses”) instead of online retailers, I should have known better, I feel absolutely conned now that I don’t seem to have any consumer rights and our concerns about the product are dismissed as “maybe this type of mattress is not for you”.
How would someone know what mattress is suitable without trying it for a reasonable amount of time?
We chose this particular product based on the salesperson’s recommendation in store, and we fell for the fancy marketing blurb of the greatness of the mattress. This mattress is actually causing us physical harm and Hamseys seems to think it should be our loss and they take zero responsibility.
Avoid this company and do not purchase anything from them, awful experience and very poor customer service.

*** Update - 06/08 - it’s been a month since my review and the company still has not emailed me back despite posting on here that they would look into the matter.
Non-existent customer service, just quick appearances here for show.
Please shop elsewhere for good nights’ sleep. ***

"Don’t like to follow the consumer…"

Don’t like to follow the consumer rights act refuse refunds not a good company

"Appaling communications and ridiculous waits."

We placed an order for a bed frame on the 8th of April, it is now the 17th of June and the order has been delayed constantly. We have had no communication from Hamseys and have had to make contact to chase our order each and every time. They now claim it will be available at the end of July. The whole things been a joke and some of the worst service I have experienced. Their website still claims it is deliverable within 7days! I will be cancelling my order and taking it somewhere that shows respect to customers.

"Terrible service refuse to refund…"

Terrible service refuse to refund faulty products. Make a big issue out of getting a refund just don’t ever order from here

"I ordered a bed and delivery was meant…"

I ordered a bed and delivery was meant to be 2-4 weeks it's now 5 weeks and the store I brought it from has now closed , I am now sleeping on th floor and still no bed , tried calling other numbers and no answer

"Was promised my order within 3 weeks"

Was promised my order within 3 weeks. Its now been a month and still no sign of a basic divan base. Crawley shop never answers their phone, even though all the times that I've been inside the shop there is a grand total of 0 customers inside. utterly ridiculous service and I won't ever shop with you again.

"Stuart"

Went to purchase new mattress Stuart was there so helpful knowledgeable and patience very impressed free delivery and removable of old mattress will definitely use again

"Cannot praise this company enough!"

Cannot praise this company enough!
I bought a king size storage divan for my daughter and she is over the moon with it. The quality and value for money is excellent.
Customer service from Tessa was first class as was the delivery which also included assembly and disposal of an old bed.
I will definitely use Hamseys in the future and will thoroughly recommend them to anyone.

"Both my partner and I are keyworkers"

Both my partner and I are keyworkers. We bought this mattress for £600 in June 2020 and was advised to buy the mattress to support both our on going back problems. We did this in good faith.
I have spoken to the store on two occasions, firstly online and secondly on the phone. The problem is the mattress, which was meant to be firm, is sagging and dips causing us further back pain. We were told initally to contact the company after lockdown, which is understandable but also not very helpful when you can't sleep and have to be up each day to support covid recovery.
Finally, when the shop opened, we contacted the Beckenham branch who said we should wait 3 weeks and see how it goes.
It's gone exactly the same... I asked them for the head office number as I wasn't satisfied to wait 3 weeks and then my year guarantee was at risk. He said there is no head office just another branch. He also said that contacting them would make the matter worse! How does that work?? I'm so frustrated. All I wanted was for someone to come and see how bad the mattress is and to offer a replacement as £600 is a lot money. All i want is for someone to help us with this and to be reasonable about the cost of this and the product that has not lived up to reasonable expectations. I am ready to call up against 3 weeks have passed but I have also lost faith that I will be dealt with fairly and reasonably after what has been a terribly stressful year.