aspirestore.co.uk

Rude customer service!

I bought an Aspire cashmere wool mattress from Very website in June 2024. I bought it on the strength of 8 x 5* star reviews. No problem with the purchase.The mattress looked nice, well made. However, as soon as the mattress was in place I immediately noticed how soft and unsupportive the sides were. If you roll even slightly near the sides you will fall off as I did once and almost, on several other occasions, lucky I didn't injure myself, very dangerous!It was quite firm initially so I used a topper but I started to suffer with increasing sinus problems so removed the topper as it was memory foam and I believed that was the cause.A while later the mattress started to dip under my hip area and hasn't recovered.My sinus problems were still ongoing so I wondered if it was the mattress? I wrote to the company to enquire if anything used in the mattress might be an allergen. I wasn't accusing them, I was merely asking the question. After 5 days I received a response from customer service implying that I was an idiot for not realising that cashmere is animal product and as such likely to cause allergies. They went on to question my choice given my sinus problems, but without knowing a thing about me or them, or my usual triggers which, as a pet owner, I can safely say are not animals.They also questioned whether I had been back to Very with this query. I had not for the simple reason it had been so long, they would have referred me to the company, so I cut out the middle man.So rude! And I now find, no integrity so it seems. I find it very strange that the only reviews on Very or indeed Aspires own website are 5* positive. Clearly doctored as the reviews here on Trust pilot tell a different story. I wish I had read these first!

Date of experience: Mar 18, 2025