Mattress Supermarket Reviews 

DO NOT BUY FROM THIS COMPANY! My bed was SIX INCHES smaller than advertised, the button back work was shoddy and lumpy, numerous hills of excess fabric where it should be tightly pulled, buttons weren’t fully covered and worst of all absolutely no fire safety labels anywhere - which is illegal.
It has been almost three weeks now since I have rejected the bed. My emails just get AI generated replies, and I can’t get through on the telephone.
The product is terrible, and obviously the - ‘if you are not happy, you can have a full refund within 14 days’ statement seems to be a false claim.

I am hoping that someone from customer services might read the review and contact me otherwise it will be a Chargeback through my bank, then paying for the removal of hazardous waste before using whatever system might be necessary to claim back that further expense.

DO NOT BUY FROM MATTRESS SUPERMARKET. They are a dishonest Company who will take your money and then fail to deliver on numerous occasions. I ordered a bed over a month ago and have been told more than three times that either the bed was damaged and sent back or that they were unable to deliver. Thankfully I purchased through Klarna who can pause all future payments but I still have to find a new bed and go through the complaints process. Total waste of time and money.

2 failed delivery attempts and the last attempt never let me know what day they were turning up

I was a little concerned that no assembly assistance was. offered, even for a fee. However, I found YouTube videos which had clear instructions for the assembly and my husband was able to put it together quite easily. It is an excellent bed, true to description. We chose a very comfortable mattress (the middle option), and are very happy with it. Considering the value of the bed and mattress, it is an excellent purchase.

Terrible service and product isn't much better. Bed delivered with no feet. The "memory foam" mattress was a cheap badly sprung mattress that collapses when sat on. The headboard legs didn't line up with the screw holes in the bed, had to sort this myself. When you phone them noone picks up on any of the options, when you email you get a standard reply "please bare with us" and "we'll get back to you". Baring in mind this is 12 emails over 2 months. Ive given up on getting my order correct and the right mattress being delivered. AVOID THESE PEOPLE LIKE THE PLAGUE

We ordered a bed base on 11/07 we were given several dates for delivery but each time they canceled the delivery at the last minute. So here we are 03/08 still no bed base. The phone number is never answered and emails are seldom answered. DONT use this company

I am taking to leaving another poor review as they fail to reply to any emails! This issue has been going on since 17th June and the company have been awful. Item was returned as I rejected it within 30 days of delivery as per trading standards recommendation and they are still not replying regarding my refund. Interesting how they reply to the review from the employee but nobody else! Awful company, terrible product and horrendous customer service. You have the faulty bed back- i just want my money now!!!

On April 19th 26, I ordered a king size divan bed. This was delivered, and upon taking out of the packaging after the delivery guys had left the brackets holding the two sections together, could not hold the bases together as they were not in the correct places. I took photos and emailed the company (Mattress Supermarket) and a return and delivery of a new base was arranged. Due to my families professions we would need specific delivery dates and times (after 4pm was requested and agreed to) to ensure we could be home for delivery. This was as the company told us there was no way they did deliveries on a weekend.
The company did attempt a delivery when we requested they didn't, so we weren't in due to our professions.

To help counter this I asked for a bracket to hold the bases together to be sent in the post with a small renumeration of finances to solve the situation- no delivery needed. This was acknowledged and then ignored.

The first dates I have been able to accept was offered which was Sunday 2.8.26, between 8-11am. (Remember they don't do weekends deliveries). Then at 9.45am on Sunday 2.8.26 they cancelled due to driver illness. I was reassured that the delivery would be the next day, but no timescale was offered. I didn't expect anyone to turn up, but they turned up at approximately 10am. Before the delivery guys left, the new bases were opened to check everything. There were not enough feet for the bases this time. And the production was inferior, especially of the drawers. So we thought we'd keep the original drawers. We couldn't as these didn't fit the new base (both king-size, but the old drawers stuck out). And if we were to keep the new bases, we would of had a poorer quality base (cardboard to smooth a corner under the fabric, shoddy fabric, staples sticking out), with smaller drawers and 4 feet instead of 8.
The delivery guys were respectful and let us check the bases, even though it probably did hold them up. But the product needed checking before they went, it was a good job we did, or it could well have been another 4 Months. The delivery guys were on the phone to their company and would not let us know what the problem was, even though I asked.

Similar to other reviews, the emails have been formal and seemed AI generated, and the customer service could be a 100% better (to help an exchange I was asked to leave the existing base outside, and the new base would be left outside! I had to email a screen shot of the weather forecast, which was rain! Remember this goes back to April).
Avoid this company!! And heed the bad reviews, as they are accurate! Zero stars needs to be an option as this is the accurate feedback.

Having an issue obtaining delivery details on the web order form, I emailed the company with my problem. No reply.
I then phoned the company and after 3 attempts was answered. I was told the reason for the issue was that I lived in Scotland which was too far away for their delivery service. Despite their website advising they deliver throughout the UK I asked if they only deliver in England to which they confirmed yes.
Extremely misleading information on the website.

TERRIBLE EXPERIENCE! Ordered mattress 4th July and received delivery date for 15th July, got a text message with a delivery time - all good so far. Delivery did not turn up, had no correspondence to apologise or rearrange delivery. I emailed customer service and received a generic email saying that the delivery will be reorganised and will let me know....no correspondence. I emailed again, same thing happened. I called several different numbers and went straight to music and cuts out after 13 minutes. I'm now starting to worry. More emails sent threatening to contact my credit card company - just received same generic email. I contacted my credit card company and they withdrew the payment. This woke up Mattress Supermarket to send a 'sincere apology' and offer a delivery date of 2nd August. I declined. They offered another date of 7th August and I have declined. PLEASE AVOID THIS COMPANY - AN UTTER DISGRACE!!! I ended up going to DREAMS and got a good deal with excellent service.

Quick delivery. Good value for money. Polite drivers.

I never received a refund for a bed/ mattress I returned despite chasing it up several times. I will now be proceeding to the small claims court.

very good customer sevice and delivery was outstanding. no trouble with this company at all.

Awful! Original delivery date was cancelled as goods damaged in transit. They then continually kept offering me dates tat were unsuitable and their policy is to wait until that delivery date and then offer more dates, which invariably were unsuitable. Finally we found a date that worked (several weeks after purchase) only for them to try and change the delivery date 3 days before, to again, a delivery date that didn't work! After asking for a refund they then agreed to the delivery date again that did work... date has a rived and guess what, it hasn't shown up, not responding to emails and my call is cut off after 10 minutes of holding each time I try and call through to Mattress supermarket or prime who are their delivery company.

Horrendous experience. Do not order from this company. I’m currently nearly 4 weeks from the date I ordered the bed and still have not received it. I have had multiple deliveries cancelled on the day of delivery each with different excuses. Which I had had to have the day off work for each one. After ringing for weeks I finally got an answer today to which I was promised the bed will come tomorrow and that I would be sent a confirmation email. It’s now out of their working hours and no email received. Doubt I will ever receive the bed at this point. So please don’t waste your time on this joke of a company. A complete scam. Cheap for a reason.

Promised twice to deliver,both times cancelled using the same ChatGPT generated e mail.
I reported to my bank as a fraud.
AVOID LIKE PLAGUE….Scam company.

Unfortunately, my experience with Mattress Superstore was disappointing from start to finish.

The first problem was delivery. After waiting over a week, my original delivery was cancelled due to driver illness and rearranged for the following day. On that day, I received another email saying delivery had been cancelled again and that I would receive £50 compensation. Minutes later, the driver phoned to say they were on their way, followed by another email asking me to ignore the cancellation as it had been sent in error. Thankfully, the bed base was delivered, but the communication was incredibly confusing.

The delivery drivers themselves were excellent—friendly, helpful and the best part of the whole experience.

We chose to unpack the ottoman base ourselves to save money, but the design is unbelievably impractical. The feet are stored inside the ottoman, so you first have to struggle to remove all the heavy plastic wrapping before opening the base to retrieve them. You then have to tip the base onto its side to fit the feet, but as soon as you try to move it, the ottoman lid springs open, making the whole process awkward and difficult. Simply packaging the feet separately would make assembly far easier.

Once unpacked, I found one side of the base was finished to a noticeably poorer standard than the other. After sending photographs, the company agreed to replace it rather than offer any compensation.

However, on the day the replacement was due, I received yet another email saying it had been damaged while being loaded and had been returned to the factory. By then we were less than 10 days away from moving house, so I cancelled the replacement and asked for compensation instead. They acknowledged my request and said another department would review it, but I’ve heard nothing since.

When we finally got round to fitting the feet, the process was just as awkward as expected—and to top it all off, one of the feet broke off during installation.

It’s a shame because the bed base itself is generally good, the delivery drivers were excellent and customer service was polite. Unfortunately, repeated delivery issues, poor communication, questionable quality control, an unnecessarily difficult assembly process and now a broken foot have completely overshadowed the positives.

Overall, what should have been a straightforward purchase became an unnecessarily stressful experience, especially while preparing to move house. I wouldn’t choose to buy from Mattress Superstore again.

Brought a small single divan bed. Looks great and delivery was excellent thanks

Missed delivery dates on the order my wife made, and we have no idea when we will get the two kids beds we ordered. Can't recommend to anyone. Avoid.

The base is perfect colour just as hoped. Delivery with pretty late on their time window. I’d just say the feet of the base needs rubber or something as moves about to easily on flooring.