The Mattress Recycling People Reviews 

I paid for 3 mattresses to be collected in good faith as I did not want them to end up in landfill. Their association with IKEA made me think they were genuine. Didn’t bother to turn up for the first collection and I have ring doorbell footage to prove it. Customer service was rude and unhelpful. Refused to give me a refund. DO NOT USE OR GIVE any money. I feel like a total idiot for giving them my money.

HORRIFIC SERVICE. Do NOT fall for their good-natured spiel about recycling on their website. They will happily take your money, then just simply not show up to collect a massive mattress. Impossible to talk to anyone at all and zero customer service. The courier company (ArrowXL) equally as terrible and will give you as many ‘collection dates’ that get cancelled / rearranged or simply just don’t show up until you give up. The whole thing is a giant scam.

If I could give a zero score I would. They phoned to confirm the collection date and were very rude and aggressive on the phone. When it came to collection day they randomly showed up 3 hours early and then phoned complaining that no one was in. Refused to honour the agreed collection time. Refused to allow us to speak to a manger or someone in charge. Refused to rebook a collection, stating we had to do it online. Attempted the online chat to rebook with zero success. So, having heaved a heavy mattress downstairs whilst being 8 months pregnant we now need to heave it back upstairs out the way and continue to try and get another collection date. And they've already taken our money! Would avoid like the plague, cheaper than others for a reason.

SCAM COMPANY! I paid for my mattress to be collected. Their website suggests they will be collecting themselves however it is done through ArrowXL. They phoned to cancel my first collection date, so I rebooked and then they never showed. The mattress recycling people claimed that ArrowXL tried to contact me but this was not the case. We were waiting in all day and I had no missed calls. The phone number on their website is 'available to rent' so had to contact through email to request a refund as I just gave up and got my mattress taken to the tip. They said as collection was attempted they could not issue a refund. An absolute joke of a company. Avoid at all costs.

I booked for my mattress to be picked up and recycled. On the day Arrow said I had requested a fail. I had not even seen the collection van, I had not stated any fail. they offered some new dates. On the new date, the collection company did not arrive. I'm told they had evidence to show my mattress was picked up on 27th Nov, but It is very much still in my house. Very poor service, customer service seems divisive. Arrow just don't want to pick up mattresses , but just take the money. Stay well alone. I am considering contacting the BBC Watchdog programme or small claims court.

THIS IS A SCAM - Arrow XL said they collected, they didn't, I have sent proof that I still have the mattress and they have now gone silent. C U Next Tuesdays.

Booked online, they turned up within the window they said. Price was good and claims they recycle (I hope so!) Tracking was not possible during the day and I got a message saying it wouldn't be when they said. I then couldn't get through to anyone at the courier service or website so thought it was a scam given all of the reviews on here. However, two chaps did show up, they tracked me down by checking with a neighbour as I was not in the property but nearby - they didn't have to do that - and then they took it away within 2 minutes. No idea if they will actually recycle as advertised but I hope so... I am relieved that my experience didn't match the reviews on here. I really did kick myself for not researching more thoroughly but perhaps they are trying to improve. Thanks guys.

Avoid… Avoid!
This company is a scam. They booked my mattress collection twice but never showed up. Each time I called, I was given a ridiculous excuse and told to reschedule for the following week — the same story again and again.
I requested a refund, but never received any response.
An absolutely dodgy company — don’t waste your time or money.
Do yourself a favor and never book a collection with them!

They called me 2 hours before collection was due to tell me their truck had broken down and they couldn’t take it until Monday the following week.
No offer to help with another collection method (a ute would have sufficed)
Just a promise of a refund and refusal to respond to my messages or calls.

Gutted ive got to give them 1 star! They couldn't collect because they was wet apparently, they were fine no refund allowed, stay away !

I paid £50 for mattress collection on 18th Oct 2025 - one day ahead of collection they changed the mattress collection date to 20 Oct 2025 and notified me. I reached out to customer services instead of being apolpgetic they were stating that they are sure there are possible reasons cannot collect it.

Then on 20th Oct I was given collection slot between 16:30pm to 18:30pm and I kept waiting annoyed and at 08:15 I received an email that mattress has been collected and in REALITY mattress was never collected.

Then I reached out to customer servives to give me refund as this is pathetic service and my mattress has not collected so far, its PIN DROP silence from there side, looks like they want to steal my money and I hav strong believe not only poor service but they appear to be scamming company stealing peoples money. I WISH I would have read other people reviews on Trust pilot

Seriously - don't be me. Check TrustPilot rather than taking their website at its word. Arrange collection of a mattress that has been in the garage for years. Their only stipulation was it can't be damp. They refused to take it because of what they described as a "biohazard". One reply to my request for a refund blaming their courier and then radio silence to any further emails. Seriously considering small claims court to make a point having read these other reviews.

Useless. Scamming service. Stealing money. Didn’t give a heads up call before the pick up time despite claiming in their email they would. I missed the delivery and thus had to arrange other more expensive ways to dispose a mattress last minute. They don’t want to give me a refund for failing to provide their service.

I booked with The Mattress Recycling people through the link on IKEA and am very conscious of the environmental impact of mattresses going into landfill so was really pleased to have found it. I wish I had taken 5 minutes to look at trustpilot before I booked. As others have stated, this company uses a partner company ArrowXL to do the collection and they are terrible. I live on the top floor of an apartment block and had written in my booking notes a reminder to call when near so that I could get the mattress downstairs ready for collection, as well as expecting a call regardless because it is stated in the mattress recycling company's FAQs. I got my two hour timeslot and then about half way through I received a text that I had missed my collection - I had never received a call and they didn't even ring the doorbell. I immediately tried to call ArrowXL's customer service to see if they could come back but was on hold for nearly an hour by which point the driver was too far away. When I asked why they didn't call when it said that they would, the very rude adviser said "I cannot say why they did or didn't do anything" which wasn't very helpful. I was moving out the next day and they couldn't reschedule until after 2 days time so I had to cancel but was assured by the advisor that I would get a refund from the mattress recycling people. Well, I have since contacted them and they have refused to refund me because the driver did go to my street. How I was supposed to know that he was there when he didn't even ring the doorbell, let alone call, is beyond me - maybe I should have used my crystal ball. Please do not waste your money and time as I have done - £40 and 3 hours I'll never get back.

I am writing to share my extremely disappointing experience with this company, which I booked through the IKEA website for a mattress collection.

I was given a confirmation for a collection on Friday, 5 September. I ensured someone was at home all day, but the collection never happened. Even worse, there was zero communication from the company to inform me of the missed appointment or any potential delays.

Since then, I have emailed the company daily to get an update and reschedule, but have only received one single, unhelpful response in return. The mattress is now sitting in my porch, causing a significant inconvenience.

The complete lack of professionalism and communication is unacceptable for a service recommended by a major retailer. I would strongly advise others to be very cautious when using this service.

*Edit: I was able to easily cancel and get a refund. The call handlers were friendly, apologetic, and quick to respond. A real shame my dealings with this company played out like this, as it looks like it could be an excellent service!*

I chose TMRP after seeing it on the Ikea website, and booking was easy. Unfortunately, everything went downhill with the collection.

We’re now at four separate attempts, and each time the timeslot was either cancelled or simply missed - leaving us stuck at home wondering if they’d ever show. Customer service for ArrowXL (the collection company they use) was very hard to reach and, while friendly once you got through, ultimately unhelpful. The only advice was to “just wait.” At one point I was told the driver was “just four stops away”… seven hours later, still nothing!

Even if they do turn up on a fifth attempt, that’s simply not good enough. I can see others have had a smoother experience, but mine has been extremely frustrating. Based on this, I’d recommend avoiding and finding another way to recycle your mattress.

This is the only company in the world who’ve messed me about that much that I felt the need to log on the World Wide Web and write a review. I found it strange when the first time I ever attempted to contact them and their useless partners, I was met with a pre-recorded message that said “abuse towards staff won’t be tolerated”. Weird for a mattress recycling company I thought. It all started to make sense soon after. They cost me hundreds of pounds in fines after failing on multiple occasions to pick up my mattress on the day stated. They would blatantly lie and say they’ve collected it, or that I’ve cancelled the order when it suited them. They would absolutely refuse to answer why they didn’t pick up the mattress when they said they would. They soon stopped replying to me at all for over a week until I decided to start swearing at them. They then processed my refund which I am yet to receive. If anyone has had the misfortune of dealing with this level of shamefulness, just start pelting them with abuse because I can tell you first hand, that’s the only thing that works.

Do not use this company. They turned up to take my mattress but instead of taking it away, they have left it by my bins. I could have done that. I’ve emailed to complain but have not had a response. Stealing people’s money. Absolute joke of company. I will be taking them to small claims court

Despite being told that a maximum 3.5 tonne vehicle being able to access my property, their haulier Arrow XL continued to send a 7.5 tonne vehicle which was too big.
I’m unable to call the company. Disgraceful service!

After reading so many negative reviews I was nervous to use this company but that’s why I’m writing this review as my experience was great!
No issues at all.
Courier service emailed and messaged the day before with a time slot and arrived no problem the next day and the guys were really pleasant.