Mattress Supermarket Reviews 

Such a good company very cooperative staff

The otterman has a very strong chemical smell, so you would need to air it for a few days for it to subside.

⭐☆☆☆☆

Avoid this company.

I ordered a double bed costing £329.97, but Mattress Supermarket sent me the wrong size headboard. The footboard and side rails were for a double bed, but the headboard was king size, making it impossible to assemble the bed.

Because of their mistake, I had already dismantled my old bed and was left with no choice but to sleep on a mattress on the floor. I contacted customer services, who were unhelpful, and eventually agreed to send a replacement headboard.

I was then given a delivery slot between 3pm and 6pm. I stayed in all evening waiting, but nobody turned up. I received no phone call, no email, and no explanation. I tried calling the company multiple times and sent emails, but my calls went unanswered and my emails have been ignored.

I have now been left without a usable bed for over two weeks because of repeated mistakes and a complete lack of communication. The customer service has been some of the worst I have ever experienced. It’s not just the original error—it’s the failure to put things right afterwards that has been so frustrating.

I would strongly recommend looking elsewhere before spending your money with this company.

SCAM. Item hasn’t arrived and they use Prime Home Delivery allegedly to deliver which schedules delivery Sunday when their offices are closed. Both Mattress Supermarket and Prime Home Delivery do not pick up the phone and have the same music playing when waiting and end the call after 10/15 minutes. If you email for a refund they just send an email back saying we will arrange delivery. AVOID AVOID AVOID

Update: Following my original review, the company has now resolved the issue and I have received a full refund. Although the process took some time, I appreciate that the matter was ultimately resolved. Thank you for honouring the refund.

After a bad start , i must say that i had real reservations that i would receive my order. I had 2 delivery dates and times of which was let down on both. Was offered a third attempt, of which I have to admit was very sceptical. The man who I spoke to on the phone, promised me it would be delivered today, True to his word, the ordered mattress base arrived, after reading several reviews i have to be honest i really didn’t hold out alot of hope. I am really pleased its very well made and lovely quality too . So after a bumpy start it all turned out well in the end. Such a shame especially when you gear everything round a new purchase.

Update almost 3 weeks later: Taking our rating from 2 starts down to 1 star. Even after having made contact with customer services a few times following hours of waiting on the phone and some email exchanges, nothing has changed in our situation!! Promises were made about the faulty part being shipped to us and each time nothing arrived. What an incredible disappointment to be failed over and over and over again by this team. Our patience is truly at its end. At this point we want our money back please. Hopefully that is something mattress supermarket can honour given its failings as far as we have been concerned thus far.

Original post: I was able to order my bedframe online, no issues. Even delivery was quite smooth, and when it arrived the mattress itself seems to look in good order. However, during assembly I realise some of the parts were faulty, meaning I could not fully assemble the bed. I tried to contact mattress supermarket via their email but that kept bouncing, I also tried to contact them by telephone, but nobody ever answers. So now I'm stuck with a bed frame that cannot fit together and I'm unable to get hold of the guys that sold it to me. All I want is to be able to fix the bed so I can use it.

Awful, online says delivery within 3-7 working days. Ordered with plenty of time, but they have given a delivery date of 16 days. Tried calling, no one answers their phones in the end it cuts off. Same for their delivery partners. I need the order cancelled so I can order from somewhere that will deliver on time. Avoid. Unless you do not have time restraints and don’t need to speak with anyone.

Great bed amazing service and delivery

Great product and great service.
Good communication and on time delivery.

Very pleased with the bed and mattress.Bit of a wobble on the delivery. Drive turned up, but didn't have order on there. But it got sorted only a 1 day delay. Good value for money. I would use them again.

Unfortunately, my experience with Mattress Supermarket and Prime Home Delivery has been nothing short of appalling.

I was never told a delivery date, eventually after being on hold to Customer Care over an hour I was told my delivery would be a Sunday. I was expecting the delivery before this as per the 3-7 day stated on the website so had booked to go away. I asked to amend the delivery. After another 4 phone calls and hours of holding I recieved another Sunday delivery date but understood this was becuase I chose to move the initial delivery.

Before the delivery, I received an email stating that I would be given a three-hour delivery window. No one ever contacted me with that time slot. I also received no call to discuss delivery arrangements. I spent another 30 minutes on hold to customer serviceswith no answer.

When the delivery finally arrived, things got even worse.

The mattress was correct. However, the headboard was completely wrong. I ordered a 5' Isabella buttoned headboard but received a plain 4'6" headboard instead. The bed frame wasn't delivered at all - delivery men said they had a note saying it had not been made yet.

After another hour on hold to Customer Care I was then told that the delivery vehicle had left the depot before it had been fully loaded. In other words, their own internal mistake meant my order was incomplete before it even reached me.

I have been left with a mattress on the floor, the wrong headboard and no bed frame.

What has been most disappointing is the lack of communication throughout. I have had to chase for updates, spend significant time on hold and repeatedly contact customer services to find out what is happening.

Mistakes can happen, but what matters is how a company deals with them. Unfortunately, Mattress Supermarket and Prime Home Delivery has failed on both the delivery itself and the customer service afterwards.

I sincerely hope they resolve this quickly, but based on my experience so far, I would not recommend using this company.

Great bed
Delivery guys kept me updated on were they were and how long before drop off
Very helpful

An item appears to be missing, and the bolts are not aligning the bed base with the bracket. The customer service experience has been unsatisfactory. I sent an email five days ago and have spoken with customer service twice, but a resolution has not yet been reached.

Great bed, great service, great communication. Would highly recommend

don’t purchase from this company they lie to you on ETA they take your money and I’m now having to take them through a dispute with my credit card company as they have not refunded my money, untrustworthy company.

Unfortunately we are having a terrible experience with Mattress Supermarket. The Customer Service person Syed is so unhelpful. We are still waiting for a refund that he has been promising to send us for over three months. I have now had to take further action sadly to get our money back. The company also claims to have a much higher Trustpilot rating on their website than they actually have. Avoid.

I was disappointed as the first delivery was cancelled as damaged in transit the beds have been delivered today and they were worth waiting for I'm really pleased with them

I have tried calling on several occasions to discuss delivery of my bed. It was supposed to be delivered tomorrow, Thursday 25 June but as if yet, no confirmation. Your phone rings out and no one has answered my email requesting information.