Adrian Price
I ordered this mattress in July 2025, it was delivered on time but arrived in a tatty box sellotape allover to hold it together. I gave the mattress a trial for about 180 days, but it wasn't for me and it had already started to bobble. I reached out to Origin to return and the circus which followed was a disgrace. First of all photographs of the pillows, then photographs of the mattress and all its labels. All the while having to wait 48 hours for replies. So the free gift pillows come with conditions! They must also be returned! Then they are not a gift are they. Then im asked if i want to take pillows to the post office to return them! I reply "No i dont want to take time out to travel to the post office". They then arrange collection through DPD. Pillows collected. Next im told to liase with the British Heart Foundation to collect the mattress. More time taken to arrange this. Mattress collected 2 weeks later. I inform Origin that it has been collected. They then ask me what i want to do with the pillows! I inform them they were collected 2 weeks ago by the courier which THEY arranged, providing them with more photographs of proof of collection.
They then ask me for my bank details for refund and tell me 7 to 14 days. This is a CHAPS manual refund which is a same-day transaction according to my bank. Its now 12 days later and still no refund and as the 14 days is up on Sunday it looks like it wont be refunded within 14 days. I have now had to email AGAIN to inform them that on Monday i will be visiting my solicitor and they can pay his fee aswell. Unprofessional, dishonest company hold on to your money for every last minute, pathetic and disgraceful. Do yourselves a favour and stay well away from Origin, who, by the way, will not be in business much longer if this is how they treat customers.
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