Swiss Sense Reviews 

Ordered a wardrobe and bed in matching colours on February 27th. The order arrived after 4 months (due to Covid and Suez challenges, which I can understand) but the wardrobe was delivered with mismatching colours for some parts. They left behind the incomplete wardrobe in the packaging while they back ordered the missing parts in correct colours. 3.5 months later they came by to install the missing parts, but they ordered the wrong parts again! This was last week, and haven't heard back since. Absolutely scandalous customer service. I've had take my clothes out of my moving boxes for half a year now and still don't have my wardrobe. I'm not going to wait another 3 months to hopefully get the correct missing parts, that would mean I would get in January next year. Almost a year for a simple wardrobe!

My husband and I went to the Swiss Sense outlet in Amsterdam and were helped by a very nice man; Jan. He was patient enough to customise many parts of the bed, including the night stands and thinking ideas with us. He also understood our position that the due date of first child is coming soon, so to put more urgency on the order and if all else fails to arrange a temporary bed. We really appreciated all his help and advice.

Mickey is a very nice person and therefore a good seller. He answered all our questions in a patient and gracious way. Thanks!

Terrible customer service. Just bad attitude all around. Asked for options to replace zipper (did not ask for anything for free) and customer service required tons of info over weeks to then tell me they do not answer these questions.
Still no answer for options to buy new base cover or anything else.
Waste of time. They did everything to not help.

AVOID- We spent 5000 EUR on a bed and it took 16 WEEKS (!!) to arrive and they then delivered a grey base and green headboard- completely un-matching colors. They then said they needed to send someone for a 'service appointment' which would take a month, and then another 14 WEEKS to order a new headboard in the color we had originally paid for. Thats almost a WHOLE YEAR OF WAITING! I would never buy from here again, its appalling service and to compensate they sent us some room spray!

Een perfecte topper om een te hard bed (miskoop, ander merk) heel comfortabel te maken. En niet te warm.

Well made product, sleeps comfortably and looks good in my bedroom. The sales and service experience was great.

I can’t even comment that much about their products seeing as how their service, information provided and return process made the experience extremely terrible for me. Never again would I buy anything from there… especially not a bed frame!

Very good service provided by the staff and the quality of my new bed is extremely satisfying. I had a great overall experience with Swiss Sense and I warmly recommend them to anyone.

Positive things about Swiss Sense:
- The product is nice. The bed is indeed very comfortable.
- Customer service is very friendly and responds fast.

We have made an order in the middle of February with the idea to have it delivered before we move to our new home. The moving was planned on the end of April.

Unfortunately, due to COVID the delivery has constantly been postponed.

What was strange is that we didn't receive any updates on the order status, so we had to call customer support every time just to find out the approximate date of the delivery. At the same time, we had to call customer support twice to request a temporary bed until our bed is delivered. Since we've moved to a new home, without having a bed we would just be sleeping on the floor (and we did for 3 nights until the temporary bed was delivered).

At the end, our bed has arrived with a 1 month delay.

Fantastic service
We bought in 2007 a bed. In 2020 unfortunatelly the frame broke. We sent photos and without any discussion a full refund (25!yr warranty!) and we could pick a new bed equal to the original amount! Professional, caring and understanding!

Don’t buy the Capella Falco bed at Swiss sense. Besides the fact that our bed arrived 10 weeks late, the bed is uncomfortable. The service at the Store was extremely helpful and friendly, but I feel like we were sold a horrible product.
Go to IKEA! I miss my IKEA foam mattress.
*the mattresses fall apart from each other. You have to Push them Back together every night. The store gave us something for
Free to insert on the bed. We still have to adjust the mattresses and topper every
Morning.
*I have back pain every single day since sleeping in this bed. My quality of sleep
Has worsened.
*if I could return this bed I would.
*3000+ euros is ridiculous for this quality. There are no mattress choices. It’s either hard or Soft. They call this their amazing sleep system. It’s a joke.
Go to another company for a new bed.

This company is a joke.
We ordered our mattress in November and it was confirmed for delivery in the second week of January. Then we received an email that the order is delayed with another 2 weeks. After 2 weeks I got a call that it will be delayer with another 2 weeks! In total 1 month delay just for a single mattress. Then I was promised that I will get 10% discount back to my bank account because of the delay.

Okay, the mattress was delivered but already 1 week no money back in my account. I had to contact them yesterday and send again my bank details and now finally after 14 working days, I should get my compensation.

Worst customer service ever! While trying to find a good bed, we connected with several representatives of the customer service and they are utterly rude! They don’t give a damn about their customer and are only interested in selling and getting things off. Not helpful attitude, not easy to reach at all, no proper tracking of the order and pathetic experience overall. Wouldn’t recommend this to anyone

I've been sleeping really well in my new bed. I was worried whether it's worth the 2k investment but I've been sleeping so well for the 3 weeks I've had it. And before I really had trouble falling asleep.

The delivery time is about 3 months so keep that in mind when going for a new bed. My delivery guys also mixed up my topper so make sure that you know what yours looks like. Other than that, absolutely worth it.

Very bad quality mattresses, horrible customer service.
I purchased the Savior mattress and after having it for few months the material got loose. Informed customer service. Technician was sent, who right away said that mattress is defective. Since then it has been 6 months and my issue is still not resolved.
Company won't give a refund, they wanted me to order either same mattress or different one. I decided to go with the new line of mattresses Rhytm. Received @ that mattress will arrive within 6 weeks (early Novemeber)

It is 6 weeks later and my mattress is not here and every week up until this week I was told that mattress will arrive by the end of the week and someone will call me. At the end of each week no-one called, no-one called next week. I waited and called again and again and each week same story was given to me. I asked for refund or talk to manager was told to write e-mail. Wrote e-mail and still got no resolution but offer to wave 60 euro fee for mattress exchange.
Now this week I was informed that mattress won't arrive until week 4 of 2021. No where in the e-mail it even says sorry or gives me a different solution. They blame everything on Covid but for me Covid is not an excuse to call your customer to give heads up on what is going on. Swiss sense clearly does not care about customer once sale is made.
If you pay premium price for a mattress you expect some kind of customer service instead it's none. To add to it I was treated in one fo their stores with real disrespect because I don't speak Dutch. Also when called customer service hang up on me 4 times as soon the lady heard me speak English. She didn't even bother saying anything just hang up.

Returned 2 products on the 7th of October. Staff told me I would get the refund within 4 weeks. I waited 5 weeks before calling the customer service to ask for it. Every time I called someone promised to send an email/ a call and nothing happened. I had to keep calling back and every time it's the same thing, finance department waiting on something, the store waiting on something. The store where I returned the product finally called last week and they asked me to send the order confirmation and my IBAN AGAIN because they lost it. And they told me I would have the money back in a couple of days. It has been a week now and guess what, still no money back and no follow up. The customer service staffs are very nice in tone but I'm so frustrated that things don't get done and no one is keeping their promise to follow up! So frustrating to get a refund from this company!

Is there someone working in the shops? Or employees are only sitting there as decoration? I was the only customer in Waldeck Pyrmontkade shop in Den Haag, I wanted to buy a matrass but he was on the phone for 15 minutes ignoring me, not even saying "just a moment". I asked him if he had perhaps another colleague who could help me but he replied "unfortunately not" then he continued his telephone conversation. It was impossible to navigate in the shop to find the matrass alone what I was looking for, the labels are poorly providing information. What a joke this company!

So our bed was delivered today. We have a spiral staircase in our house, which makes it difficult to carry anything up. We noted this numerous times to the customer service. Drivers arrive, they do not have a small lift to take all the goods up, so they can not put the bed together. They leave, we get another appointment for Thursday. Our old bed is taken apart, so we are basically sleeping on the ground now. We arranged for a lift from on of our friends. We call back to customer service. I demand they send someone today to fix the bed. They say it is not possible. They hang up on me TWICE, while I was understandably annoyed on the phone I was polite and just demanded they fix this. We will receive a textile coupon. Which do not even cover the costs for the lift. We'll put together the bed ourselves tonight and on Thursday the technicians can fix the screws and put together the night cabinets. They should have 1 team just to solve things like this. We paid good money to in the end not receive the promised service...

This is the worst customer experience ever!
I was looking forward to enjoy their so well advertised quality so much and this turned out to be rather frustrating experience.
after 3 months of waiting - I got my bed delivered, but something went wrong with the order and they delivered bed with not matching mattresses. I can understand things can happen and mistakes also happen. But then long discussions with customer care landed at:
1 - blames that I made an error with ordering shorter mattresses on longer bed base (lie, it's not possible technically)
2 - need to wait for another 6-8 weeks for receiving proper size double mattress that i actually ordered originally
3 - need to pay for the second time delivery (seriously?)
4 - I still haven't received any email confirmation on processing my "service order". so basically i have no any proof or clarity on what i am waiting for.