In response to message: Hi Gillian,
We’re very sorry to hear about your experience and truly apologise for the frustration this has caused.
We have reached out to you via email to assist with this matter, but it seems we haven’t yet received your reply. To properly assess the issue, we kindly need a few clear photos of the mattress, including:
-A zoomed-out photo showing the full mattress
-A photo from a further distance showing the mattress and the surface it is placed on
These photos will help our team review the condition of the mattress and provide the most appropriate resolution for you.
Please kindly reply to our email with the requested photos, and we’ll prioritise the review for you.
Thank you, and we look forward to resolving this for you.
Kind regards,
Origin Mattress Team
This mattress is EXTREMELY heavy, you want me to move it to a flat surface (impossible as a woman), you also said there should be no marks on it - it has been used nightly for around a year (?) so will not be pristine. Take a photo from a distance? Surface its on - a bedframe (!!!) Its in a small room, etc, etc. Too many impossible requests, I sent photos of the actual dip in mattress, but this isn't enough apparently. The fact it is not pristine is an issue with this company NOT the fact it is dipping and remaining lumpy in places. I don't need a £509 mattress to be spotless, but I DO need it to be comfortable and not give me a disrupted sleep after less than a year!!! Very bad service.
Edit: This company flagged my review as 'defamatory'!!!??? Trust pilot reviewed it and said it wasn't. So the truth is defamatory now?!?
"We're just following up about your review of originmattress.co.uk, which was flagged for containing defamatory content.
The decision
Good news — we've assessed the content flagged by the business, and determined that it's not defamatory. Therefore, we've put your review back online."
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