Review Time
We are extremely disappointed with how our recent Nectar purchase has been handled, and we are hoping someone at the corporate level will review this and make it right.
We ordered the Nectar Ultra mattress after speaking directly with a Nectar sales representative. Amy specifically asked about the differences between the Premier and the Ultra because we were purchasing this mattress for medical reasons — fibromyalgia and significant back pain. The representative explained that we could use the Premier adjustable base but upgrade to the Ultra mattress for better support. She built the cart for us. We did not manually add items ourselves.
Based on her guidance, we completed the purchase.
Instead of receiving the Ultra mattress we discussed and agreed upon, Nectar delivered the Premier mattress.
We contacted customer service immediately. The mattress had only been in our home a matter of days. There was no damage, no misuse, no extended trial. We simply informed them that the wrong model was delivered and requested an exchange for the Ultra we ordered.
The response we received was shocking.
We were told that in order to receive the Ultra mattress, we would first have to pay off the entire balance of the Premier mattress that was mistakenly shipped to us. Only after paying off the wrong mattress would they arrange to pick it up and allow us to purchase the correct one.
We are not asking for a refund.
We are not trying to “return” the mattress under the 365-night trial.
We are not experiencing buyer’s remorse.
This is not a satisfaction issue. This is a sales and fulfillment error.
Being told to activate a 365-night satisfaction guarantee in order to correct Nectar’s own mistake makes absolutely no sense. The trial policy is designed for customers who change their minds after sleeping on the mattress. That is not what happened here.
We relied on the guidance of a Nectar representative. She built the cart. We trusted the process. We paid for what we believed was the Ultra mattress.
If there was a mistake in how the order was processed, that responsibility should not fall on the customer to financially absorb first.
Requiring customers to pay off a product they did not intend to purchase before correcting an internal error is unreasonable and deeply disappointing. It creates unnecessary stress, especially when the purchase was made with medical comfort needs in mind.
We are simply asking for what we originally ordered.
We expect Nectar to stand behind its sales representatives, take responsibility for this fulfillment mistake, and arrange a proper exchange without forcing us to pay for an error that was not ours.
A company’s integrity is revealed when something goes wrong. We hope Nectar chooses to correct this properly.
I bought a Nectar mattress in September 2021 for around £700, partly because of the advertised “Forever Warranty.”
After about 4.5 years, the mattress developed a noticeable one-sided dip that caused ongoing back discomfort. Nectar arranged an independent inspection, which confirmed measurable settlement (2 cm). However, this was deemed “within manufacturing tolerance,” so no replacement, refund, or even goodwill discount was offered.
Customer service was polite and responsive throughout, but the outcome was effectively that a mattress causing back issues is considered acceptable as long as it doesn’t exceed an internal sag threshold. Comfort, health impact, and real-world usability were not taken into account once the mattress was deemed “within spec.”
This ended up being £700 wasted, as I now have to dispose of the mattress and replace it elsewhere to avoid further back problems. The process was professional, but the warranty offers far less practical protection than the marketing suggests.
If long-term support and back health matter to you, be aware that “Forever Warranty” does not mean the mattress will actually be replaced when it stops being comfortable.
We purchased a Nectar mattress in 2023, and now in 2026 we’ve noticed that it has developed abnormal indentations where we sleep. This has been causing significant back and neck pain for several months, and it took us some time to identify the mattress as the cause.
The company requires visible sagging of 1.5 inches, but that’s impossible to capture in a photo since it’s memory foam. The issue is clearly with the internal support.
We are both small, lightweight people, and after only 2.5 years, this feels like a real scam
One of the most disappointing online shopping experiences. The bed itself is acceptable, but the gap between product delivery and customer service is appalling. I ended up spending hundreds more due to the lack of coordination between their delivery and pickup services. I won't be returning to this seller. After 360 days, I'm sending it back. No one seems willing to take responsibility, so I'll have to rely on the return policy.
I purchased two memory foam mattresses that arrived on the promised delivery date. The communication throughout the entire process was exceptional, and the unpacking instructions were clear. The quality is outstanding, and the pricing is very reasonable; I am extremely satisfied with my purchase.
We enjoyed our mattress for the first year, but then we noticed significant dips forming on both sides of the bed. We endured uncomfortable nights until the dips became severe enough to justify a replacement. The new mattress arrived quickly, but within just a month, it developed dips again. I have been experiencing ongoing back pain and have had to seek physiotherapy because of it. Our bed was also purchased through the same company, so an unsuitable base shouldn’t be blamed. I do NOT recommend this product and would appreciate a suitable replacement.
I am quite unhappy with my experience after purchasing a mattress just three years ago. It has shown significant loss of support, and I frequently wake up with aches and back pain. I raised this issue under warranty, anticipating a fair assessment, but instead faced a process focused on inspections and technicalities rather than the mattress's actual performance. Despite clear issues with comfort and support, it was deemed 'not faulty,' and the suggested solution was further inspections rather than a practical resolution. The warranty seems reassuring initially, but in reality, it offers minimal protection once a problem arises. The lack of accountability and dismissive handling of my concern has been very frustrating. I would not purchase from this company again and would recommend others to explore different options.
We have had our mattress for three years, and it began to dip quite early on. We contacted the company, and they provided a mattress topper, but it did not resolve the issue. Despite regularly rotating the mattress, it has developed a significant dip on one side with the middle elevated, making it extremely uncomfortable. With their lifetime warranty, inspections were conducted, but they claimed the mattress needed to be at least 4cm deep to qualify for a replacement, which is outrageous. This kind of information should be disclosed to customers before purchase, especially for those seeking security with a lifetime warranty. I find this situation unacceptable and would advise against their mattresses.
I ordered two memory foam mattresses that arrived on the scheduled delivery date. The communication from the order stage to delivery was excellent, and the unpacking instructions along with the time needed for the mattresses to expand were very helpful. The mattresses are of high quality and reasonably priced; I am extremely pleased with my purchase.
Claim your business profile now and gain access to all features and respond to customer reviews.
You Can’t Put A Price On Good Sleep
At Nectar, we’ve aligned all our efforts around one simple promise: The best sleep of your life, guaranteed.
We believe that price should not keep anyone from being able to achieve their best night’s sleep. After all, we spend 1/3 of our life sleeping.
We offer the only 365 Night Sleep Trial in the UK and we also include a Forever Warranty that covers your Mattress for as long as you sleep on it.
All Nectar Mattresses are Carbon Neutral and Sustainable.
Try out a Nectar through all four UK seasons and if it's not right for you, we'll pick it up for free and refund you. See more
global.homary.com
geodomex.co.uk
dlttrading.com
www.horticulturelightinggroup.com
aquabocci.com
solecup.com
rossendaleinteriors.com
fisheandlilly.com
privacyshrubs.com
goshopright.com
