maxmattress.co.uk

I am sorry to have to write this, but maxmattress are a joke of a company. We purchased the ultra fi

I am sorry to have to write this, but maxmattress are a joke of a company. We purchased the ultra firm king-size mattress, it took three weeks to be delivered - this was strike one - then the mattress sagged , long before the 100 days limit was over, so we asked for a refund. The customer support was hard to get hold of, it was several days between each live chat message and email, eventually they tried to get us to accept a partial refund and keep the mattress, not sure why anyone would want to keep a faulty mattress but there you go. After 3 offers they agreed to refund our money, minus the cost of supposedly "free" pillows. This is where the problems should of ended, haha yeah right!. They sent the charity guys to pick up the mattress, and we waited for a refund. They put a "pending payment" into PayPal ( how we paid ) then not long after cancelled it!. We are now having to chase what they legally owe us ( all recorded and documented) and again we are waiting to even get a reply. This is not good customer service at all, and we will be making complaints further up the chain if this is not dealt with.
I am disabled, so sleeping on the bed was near impossible after the fault materialised, then we had to spend money we can't really afford on another mattress while we wait for a refund. I can only say how disappointed we are with maxmattress over the way this has been handled .

Date of experience: Feb 12, 2026

They don't answer complaints.

Was informed the delivery would be about 10 to 12 days, that was fine. Received an email stating my mattress and 2 free pillows were on there way to the delivery depot. So far so good. On the day of the delivery, no pillows. Was informed by the driver I have to contact the supplier, as they only had a mattress to deliver. 4 times, by two different methods, I contacted Max Mattress. Have not had a reply at all.Their robot answering is awful as is their contact form. You never hear anything if it is a complaint.However ask how long to leave the mattress before use and you get an email in a day with the information.The Mattress seems fine after almost 2 weeks use.

Date of experience: Jan 30, 2026

Does this company exist?

Please be aware if ordering from this company - not sure if it is a scam. Ordered a mattress just before New Year, has still not been delivered. A message was received to say delivery was due but did not arrive, we have heard nothing since and no one will get back to us.Now in the process of contacting Trading Standards after losing so much money that we can’t afford to lose.Update: I have now provided order and contact details as per the request below and have still heard nothing further. Can someone please contact us?

Date of experience: Jan 22, 2026

Customer service fail.

I am sorry to have to write this, but maxmattress are a joke of a company. We purchased the ultra firm king-size mattress, it took three weeks to be delivered - this was strike one - then the mattress sagged , long before the 100 days limit was over, so we asked for a refund. The customer support was hard to get hold of, it was several days between each live chat message and email, eventually they tried to get us to accept a partial refund and keep the mattress, not sure why anyone would want to keep a faulty mattress but there you go. After 3 offers they agreed to refund our money, minus the cost of supposedly "free" pillows. This is where the problems should of ended, haha yeah right!. They sent the charity guys to pick up the mattress, and we waited for a refund. They put a "pending payment" into PayPal ( how we paid ) then not long after cancelled it!. We are now having to chase what they legally owe us ( all recorded and documented) and again we are waiting to even get a reply. This is not good customer service at all, and we will be making complaints further up the chain if this is not dealt with.I am disabled, so sleeping on the bed was near impossible after the fault materialised, then we had to spend money we can't really afford on another mattress while we wait for a refund. I can only say how disappointed we are with maxmattress over the way this has been handled .

Date of experience: Jan 10, 2026

The mattress arrived 3 weeks late I was…

The mattress arrived 3 weeks late I was promised free collection of my old mattress for the delay in delivery i didn’t not receive the two pillows as advertised spoke to the sales manager to be told because the discount they they added at the checkout I wasn’t entitled to them

Date of experience: Dec 04, 2025

The best money we have spent in a long…

The best money we have spent in a long time. What a fantastic night sleep. We were contemplating paying £2000 for an Emma mattress. Absolutely glad we came across the max mattress. It’s fantastic and brilliant price too. Not to mention the free pillows . Very happy customer.

Date of experience: Oct 16, 2025

Sleep is great

Sleep is great

Date of experience: Oct 02, 2025

the quality of the mattress is very high

Date of experience: Oct 02, 2025

Refund Received – Long Process but Fair Resolution

Final Update: The company has now collected the mattress and issued a full refund. I really appreciate the team’s support in resolving this and handling the situation professionally in the end. While the process took longer than expected, I’m glad it was sorted fairly, and I hope future customers have an even smoother experience.Update 2: Still going through endless hassle just to return a poor-quality mattress that started sagging within weeks. The company keeps hiding behind policies instead of taking responsibility and now they say will arrange a inspection. Avoid at all costs — not worth the stress or the money. Update 1: Still no response from the company. I’ve now had to raise a PayPal dispute to get this resolved. Will update again once PayPal concludes.I genuinely feel most of the positive reviews here must be from friends and family, because my experience has been the complete opposite. The mattress I purchased was marketed as “premium,” but the quality is extremely poor — it started sinking and causing back pain within just a few weeks. Definitely not what you’d expect from a product at this price point.What’s worse is the customer service. I raised a return request on day 101 (literally one day beyond their “100-night trial”) and instead of processing the return, they asked me to rotate and keep using the mattress for a few more weeks — only to later deny the refund, hiding behind policy. That’s completely unfair and misleading.The mattress has not even lasted 100 days properly which they avoid to talk about, and now I’m left with an expensive, uncomfortable product that they refuse to take back. For a company claiming to sell premium products, their quality and customer support are shockingly poor.

Date of experience: Sep 25, 2025

My new mattress gave me a good night's sleep.

I found my new mattress gave me a good night's sleep. The mattress is firm but not so firm you feel you are sleeping on a board, It's comfortable, no sinking in the middle!! As a result you feel great when you wake.

Date of experience: Sep 05, 2025