Mattress Online Reviews
Here at Mattress Online, we believe in transparency so our customers can fully understand the services and products we provide.
This is why we are partnered with two world-leading review organisations: Trustpilot and Feefo.
The reason why we use two different review platforms is to help customers differentiate between the quality of service provided by Mattress Online and the quality of the products provided by manufacturers.
When rating the services provided by Mattress Online, we ask our customers to consider:
- How easy it was to use the website
- The simplicity of ordering the product
- Your experience when communicating with our Customer Service team
- If the delivery went according to plan
- Whether it was simple to return or exchange the product
When rating products stocked by Mattress Online, we ask our customers to consider the following aspects of the product:
- Suitability
- Quality
- Comfort
- Style
Below we explain exactly how these review systems work, so you can make an informed decision before purchasing from Mattress Online.
Our review partners
Trustpilot
Service Reviews
Trustpilot serves as an impartial third-party review platform, empowering customers to assess and rate the service quality of businesses listed on the platform. Trustpilot was founded in 2007 and strives to build trust between customers and businesses. Their platform is free to use and is built on customer transparency.
When you leave a Trustpilot review, we'll ask you to leave a review of your experience with the Mattress Online service, not the product you have purchased.
Trustpilot includes a star rating system that you can use to rate our services. Upon purchasing an item from us, we will send out a request for you to review us on Trustpilot. This is so we know all reviews are verified and written independently by customers just like you!
Trustpilot focuses on the service we provide you and the experience you had with us, rather than the item that you bought. We value all of your feedback, and we will analyse your feedback to ensure that we continually improve our services.
We are proud to say that we offer a consistently excellent service, with an overall rating of 4.8/5.
Feefo
Product Reviews
Feefo stands as an independent third-party review platform, providing a dedicated space for Mattress Online customers to offer exclusive feedback on products they've purchased from our website. Feefo (then Reevo) was founded in 2010 and helps both customers and businesses make the right decisions when it comes to buying products online. They only send review invitations to verified customers and provide a system for you to score and review your purchase.
Our Feefo reviews focus on reviewing the quality of the product you have purchased from Mattress Online.
Feefo uses a star rating system to provide an accurate review of the product. You can find the Feefo rating of a product at the top of its product page, and in the ‘Customer Reviews’ section a little bit further down the product page.
When you review a mattress or accessory that you have bought from Mattress Online, Feefo will ask you to score the following sections out of 5:
- Value for money
- Appearance/style
- Quality of materials
- Support
- Comfort
If you are reviewing a bed you have purchased from Mattress Online, you will be asked to score the following sections out of 5:
- Value for money
- Design/appearance
- Quality
Here's an example of how this looks:
How you score these sections will determine the overall star rating of the product.
You can see the breakdown of these scores if you hover over or click on the statistic icon below:
You will also have the opportunity to write a little bit about the ‘Good Points’ and ‘Improvement points’ of your product.
You can ‘like’ the reviews that other verified customers have left. This indicates that you found their review helpful!
Here are some examples of reviews from the Horizon Odyssey 800 Pocket Memory Mattress:
We take your feedback seriously
Your feedback about the experience you had with Mattress Online is extremely important to us. It helps us to spot where we can improve and build on our exceptional service to make it perfect!
This means that we respond to all 1-3 star Trustpilot reviews within 24 hours. Our Customer Service team reaches out directly to the customer and provides contact information to help resolve any issues or concerns. This opens up an immediate communication channel (via email or phone) to give each customer the time and dedication they deserve to solve their issue.
We take all positive and constructive feedback on board and make the appropriate adjustments to our services, whether that be:
- On our website
- Our communications
- Our delivery processes
… or any other area that you feel needs our attention!
We strictly monitor all 1-3 star Feefo reviews as well. We respond to the majority of these reviews within 24 hours. Depending on the content of the review, we will do our best to resolve the problem here at Mattress Online. If there is a significant manufacturing issue, please contact our Customer Service team who will be happy to help rectify this.
These product reviews are vital to our Product Team. The reviews allow us to see if we need to contact the manufacturers and suppliers of the products to address any recurring issues or suggest changes to the products themselves based on your comments.
How we compare to other retailers
We’re proud of our service to our customers - your reviews have placed us among the UK’s leading high-street retailers for service quality!
| Mattress & bed retailer | Trustpilot’s TrustScore |
|---|---|
| Mattress Online | 4.8 |
| Dreams | 4.8 |
| DFS Furniture | 4.8 |
| Bensons for Beds | 4.5 |
| Argos | 4.0 |
| John Lewis | 4.0 |
| Dunelm | 3.3 |
If you have any further queries about these review systems and how they work, don’t hesitate to get in touch with our Customer Service team who will be more than happy to help!
