Product great, customer support not so
I went onto the Remfit website as per recommendation of a family member and as I thought her mattress looks good quality and is comfy.
I spoke to a online chatter on the website and asked a few questions, I did the “what mattress is best for me” and it recommended the 400 mattress. So we decided to go for that one. When we ordered there was a 20% off deal and 2x Premium Memory foam pillows free and ordered a mattress topper too.
Now I asked the ‘chatter’ if these could be swapped with a different type of pillow as that is what my family member did. They said yes of course as it’s a premium pillow you can pick from the options. All I had to do was to put in the notes which one I wanted. Which I did. I was told delivery would be Tuesday.
Went and paid for it and put my address in which was correct then as soon as I paid for it the address changed and the website added another town to my address and a random second line. I then went straight back to a online chatter. Who said they will send the request over and get it sorted and I would be contacted over the weekend. So now I’m worrying as the delivery was told to be Tuesday and the address was incorrect.
I hadn’t heard anything so on Saturday so I went back onto the chatter and asked, they said that I’d be contacted over the weekend so I waited. Monday come and I went back to the chatters and asked again they said to call the customer services and they would send the request over again, I said “are you sure they will be open as it’s bank holiday” their response was “it should be open”. I called 5 times and had no answer. So I decided to message the Facebook page as the chatters weren’t much help.
Laurie replies and she was very helpful, however she told me that 1. I could not change the pillows for the ones I wanted and 2. that the delivery would be Wednesday and not Tuesday 3. The office was closed on the bank holiday. So everything the “chatters” has told me was all incorrect. They need better training as all they care about is getting a sale, they’ll tell you anything to get one. After talking with Laurie we sorted the problem with the pillows and she said she will also sort the address issue out which I assume she did.
So now Wednesday comes, I wait around all day for a mattress to turn up with XPS delivering it, their tracking system to be no help at all. It didn’t turn up so yet again I was told incorrect information. I had to take the next day off work too as I was worried the driver would dump the big box at the front door to our flats and we live on the 1st floor and my partner would not be able to carry it.
It finally turned up on Thursday at 21:30 in a big yellow bag. The protector was delivered in such a state!! The packaging had been opened and ripped apart. The packaging was even covered in paint!! - I’ll attach photos.
I appreciate the efforts of Laurie but everything else has been very very disappointing and for a company that has so many good reviews, when you buy something expensive you just expect a better service.
Overall the mattress itself and the pillows etc are great and stand up to their reputation it’s just the customer service which was abit poor.
If I could give stars for the product itself it would be excellent.
June 25, 2020
Unprompted review
