Adeline Waterson Reviews 

Company is a scam. Delivery date 2 Oct no beds. Excuse computers down, promised will definetly deliver 5 Oct. No delivery details, will not reply to texts which have been read.

Posh website but fraud company.

Will not let me give zero stars.

matressis fine but delivery was not. i was phoned to tell me would be about 9 am, mastress arived at 12 noon. deliery men were unaware the were taking old matress away so they had to phone and check Despite it being obvios that i was on my own and DISABLED.,new matress was not unpacked from pastic bag or put on bed frame but left propped up against furniture my zimmer frame was then left in the middle of the landing not at top of sdtairs whwere i need to be. disappointed

Mattress was not delivered . Look on reviews a broken down van is a well used excuse.No response when asking for a refund. Fraud do not use this company

Have not had it delivered like there advertised 3 to 5days very poor
Wish had not herd the of the firm
Would never recommend the company
If it does not arrive this week I will get my money back
Utter crap firm

Was let down very badly by another bed company on eBay then found the exact same bed at Adeline was a little dubious at first but went ahead everything was simple from ordering online (great website) to the bed being delivered and assembled on a Saturday! The delivery guy Shax was amazing he kept us informed from start to finish notified us 30mins ahead of arrival time and tidied up taking all wrapping away. I would 100% recommend Adeline Waterson.

We haven’t received any delivery information, I emailed so many times no reply, no body answer the phone not even mobile. I raised with PayPal and still waiting for my money back. So please do not try to place order until you speak to someone.

Very disappointing experience with delivery and customer service

I placed order on 27 September 2026 for an orthopaedic mattress. The advertised delivery time was 3 to 5 working days.

After several days without a clear update, I contacted the company. I was eventually told that delivery would be either Friday or Saturday.

The delivery then became a series of problems. The company told me that the issue was the responsibility of their courier company. When I contacted the courier, I was told there had been problems including a broken-down van and an issue with the height of the van. I was also advised that further delays were possible.

The courier could not provide me with a reliable delivery time. I had a medical appointment that I could not rearrange at short notice, and I could not remain available indefinitely without knowing when the delivery would actually arrive.

I therefore instructed that if the courier could not accommodate the delivery, the item should be returned.

The company also told me that their online system had been down since the previous week. Although the company maintained that the problems were the courier’s fault, as a customer I purchased the item from the retailer and expected them to take responsibility for resolving the delivery issue.

After several days of delays and uncertainty, I requested cancellation and a refund. I was eventually informed that the refund had been issued.

Overall, this was a very negative customer experience. The repeated delays, lack of a reliable delivery time, changing explanations and poor communication caused unnecessary inconvenience.

I would strongly recommend that the company reviews its choice of courier and its customer service procedures. I will personally be looking at alternative retailers in future.

Very disappointing experience from ordering through to attempted delivery and refund.

The initial delivery date was fast, and I had a couple of text messages informing me of when the delivery would be. My partner and I dismantled the old bed and cleared a space so that the couriers could put the bed together (we paid for assembly)

They arrived roughly on time, but unfortunately we hadn't measured the house and the headboard wouldn't fit. The two delivery guys seemed to have experienced this before and weren't worried - they took it back to the factory to be sawn in half. That error is on us. And so far I'd been impressed with AW. But that's where it ends...

A week later the bed returns. They've made the headboard look nice even though it's in two bits... But alas it turns out that a few parts are missing from the bed, so they can't complete construction. This leaves an unusable king sized bed frame in the room. We are told by the delivery guy that he's informed the 'boss' and we'll have the spare part by Friday...
Friday comes and I've not heard a word from AW, so I email them to find out where the piece is. They don't seem to be aware of the issue, but say they'll get in contact with the delivery person and find out which part is missing, and they've booked us a delivery slot for the following Thursday.
I send an email suggesting which parts I think is missing from looking at the instructions - I hear nothing in return
Thursday comes - not a peep. I try calling, no answer and the machine is full. No delivery of a bed either.

On Friday morning my partner sends an official complaint.... It's now late Friday afternoon and we haven't had a response to the complaint or a solution to the problem.
We've been without a usable bedroom for almost 2 weeks at this point.

If we hadn't had most of a bed delivered, I'd think it was a scam.

Ordered a bed nearly three weeks ago. The delivery was promised within three to five working days - with 24 hours notice of the delivery date.
I received a call after a week to say that they would be with me within an hour - without any prior notice. Luckily I was in - however when the van arrived my order was not actually there. They promised to deliver again but so far nothing.
Trying to get hold of anyone is impossible. All email and text messages have been ignored and the phone just goes to a full voicemail message.
Very poor customer service and still nothing to show for it!!

Firstly I want to advise that my bed has been delivered (albeit it a day after the scheduled delivery date)- it is well made, robust and gorgeous to look at. I bought a Kensington Gold Mirrored Geometric Panel with the addition of the ottoman storage. I also want to give a huge shout-out to Bilal (Shanks) - the independent delivery contractor who, once he had my contact details, was very good at keeping me updated on timings.
I want to make this an objective review because, like many other reviewers, I initially had concerns over the company's communications or lack thereof. I ordered my bed on 19 Sept - easy enough and received an automated summary of my order. On 28 Sept I received a notification that my bed was scheduled for delivery on the 30th - great. 30th Sept arrived, no delivery window notification. By lunch time I was feeling somewhat frustrated so, like many others, called their business number - which again, as others have experienced, diverted to a mobile number where the mailbox was full and you could not leave a message. I did not hear anything until around 8:15 that evening when I received a call (from a different mobile number) advising that my bed would arrive the following day, with a window of 10-1. At 12:45 I text the mobile number that had called me for an update and received a reply advising that the window was now 3-6, and asking for permission to share my number with the delivery agent. From then on the comms was good.
On arrival Bilal was unaware that I had booked the assembly service, but he didn't quibble at all when I showed him my confirmation email - so if you book this service keep that email just in case. He (& his driver) were incredibly careful in getting the bed components upstairs and in the assembly. I could not have done any of this myself, so it was a well spent £50.
All in all, the product is lovely, but the comms and logistics from the company could improve.

DO NOT PURCHASE FROM HERE.
I purchased the wrong bed from here and arranged an exchanged, initially all seemed well. Got to the day of exchange and no time slot given. I have called over 30 times with no answer, emails ignored and text messages also ignored.
Absolutely shocking customer service - now stuck with a kingsize bed in my house that I do not want.
Adeline waterson - can someone please get in touch with me as soon as possible to sort this out.

Still waiting on bed after the timed delivery slot. No communication from company. Emailed 3 times no reply, messaged twice and everytime I call it goes unanswered and you get a message saying you cant leave a message as mailbox full.
I needed this bed for visitors and have been let down badly. No communication from company at all!
Please someone reply to this message to let me know whats happening regarding this order#2804

Ordered a bed on the 21st September had absolutely no updates on delivery despite being told on order that by the 30th September, tomorrow, it would be installed. Can’t call them and can’t leave a message as the mailbox is full 🤯.

I ordered a Supreme 2500 pocket sprung mattress in early September. There was no mention in the description of there being any foam in the mattress otherwise I would not have chosen it. As I did not want foam, I requested a return. They agreed to exchange it but when the replacement Silk 1000 pocket sprung mattress arrived on 24th September the label said it was a foam mattress even though I had made it clear I wanted no foam. The delivery man said he thought the label might be incorrect but the mattress OK but how was I to know if this was correct? The delivery man therefore took the mattress back. After chasing for the refund, they have deducted £30 seemingly for a collection charge. As it was their mistake both times that I received a mattress containing foam I cannot see any basis for a £30 charge.
Trying to reach them by phone is impossible. I have never had the phone answered and there is no way ever to leave a message as the mail box is always full.
Overall a very disappointing expereince.
After much chasing the £30 has been refunded.

Recieved an email saying hope i am enjoying my new product and leave a review. I am still waiting to receive my bed, no correspondence since placing order, no response to emails I have sent and no answer at customer service

I still haven’t received my bed. I needed it for my husband coming home from hospital and so far it is four days late. I chose this bed because it would come in time. Very disappointed in very poor service especially as you are asking
me what I think of the bed when it hasn’t Even arrived. Pathetic!

Delivery
The two who came and delivered our bed were fantastic bilal and many kept me in loop while the shop had not responded to any of my emails if you get a bed from this company beware of terrible customer service but be thankful for the delivery company who are excellent and go above and beyond

The 2 lads Bilal and many who delivered my bed was absolutely fantastic they kept in contact whilst I was waiting for my delivery after so much panic about the company’s god awful customer service but once the delivery people contacted me I was put at ease instantly everything was smooth sailing, the company it’s self is a nightmare but these 2 made up for it so so happy

Want to be honest with my review so here goes... order process was easy with flexible payment options if you need. It states delivery is 3-5 working days but I waited 9 days. I did email after 6 days for an eta but no response. I recieved a text the following day with a delivery slot which was a saturday 7-11, stating id get a call approximately 1 hour before delivery. Still waiting at 1pm with no communication, i called several times but went to a mailbox which was full so couldnt leave a message. Started to look at reviews which I wish I hadnt because they were awful of late! Majority were saying similar to what I was experiencing. About 2.30pm I had a call from the driver saying he was 2 mins away. They arrived but were unaware I had paid for assembly for some reason it wasn't on my order and or they hadnt been told. After showing my email reciepts they were more than happy to complete that service. Im very easy going but slack communication is a pet hate. When im a paying customer i expect a response to an email or to be kept up to date if delivery slots cannot be met etc. It isnt much to ask. The courier shacks was friendly, polite and apologised for the lateness. He made sure i was happy with the completed product which I was, very. He cleared and took away all the packaging. I get the feeling maybe he struggles with having accurate communication with the company also. Overall im happy with the quality of the product but what let's my review down is the communication directly. I hope this is taken as constructive and not as moaning.

1 star is being generous about the service. Driver had the wrong bed. Was assured correct bed would be delivered Friday. Waited up til 11pm no show. Emailed was told couldn't guarantee delivery on 1pm however failed to say won't be delivered Friday at all. This morning I have emailed called text and messaged on social media no response as of yet. No bed no new delivery date.
Extremely disappointed and frustrated.