Review Time
Extremely disappointing service. I ordered my mattress back in October, I was assured a tencel cool mattress protector. When my order arrived (after delays in delivery) I had only received a cotton one. I was then told it was out of stock and there would be a wait. After 2 months I inquired again and I was told there was stock and I would receive a Tencel Cloud upgrade for my inconvenience, only for them to send something completely different from an older line that is only 50% Tencel. My mattress developed a gap at the top layer, and they tried to get me to follow RMA and charge me £45 to get it sorted. I informed them as I was within the 100 day trial period and I would just return for a full refund. I was offered a discount and 2 gel pillows as well as the original Tencel cool protector (that I've been waiting for 4 months for now), only to YET AGAIN receive something completely different, to add insult to injury the pillows were the inferior 400 series instead of the gel pillows again.
Upon inquiring why this had happened, my items were conveniently out of stock again, and they would not offer any further remedies but to return the product for a refund, by which they will deduct £60 for the pillows that came bundled with my original purchase.
Absolute joke of a company. Avoid like the plague. 0 Customer service or responsibility.
REM-Fit courier contacted me to agree a delivery date and was advised several times that if I was not available when delivery took place I would be charged £30. I took the day of work and on the delivery day they cancelled my delivery. Only way to contact the courier was via WhatsApp. I then receive another WhatsApp message from the courier advising they would deliver 2 weeks later on a certain day. I emailed REM-Fit directly to advise of the situation and the delivery date provided was not suitable, REM-fit apologised for the inconvenience and offered £75 compensation and guaranteed delivery on a day that was suitable for me, they then sent an email to score their customer service. Of course I was happy to get the compensation and guaranteed delivery so I gave theitlr customer service a good score (how foolish was I). Guess what another day of work for the guaranteed deliver and no delivery or compensation. In the meantime the original courier is still sending WhatsApp messages to arrange deliver on the original order. I was provided tracking details for the 2nd courier and on the guaranteed delivery day the courier had just received the goods and there was no way it was going to be delivered. I was then out of the country and 3 days later they decide to deliver, I then had to get a family member rearrange their day to sit in my house waiting for the delivery. I emailed REM-Fit yet again advising of more inconvenience they caused and a week later they have still not responded or provided the promised compensation. When I returned from my week vacation I unpacked my mattress only to discover there are no pillows with my order. This company is an utter shambles, you can't speak to anyone directly. If a genuine company they would have full contact details and I am still receiving WhatsApp messaged from 1st courier so what does that say about this company, they cannot communicate with their couriers or customer. AVOID AT ALL COSTS
I'm absolutely thrilled with this pillow! After dealing with persistent neck and shoulder discomfort prior to my purchase, I've been using it for about a month now and all that pain has disappeared. The pillow strikes a perfect balance between softness and support, and I can't wait to use it during the warmer spring and summer months when I usually seek a cooling pillow.
I'm extremely happy with my new mattress; it offers great support and comfort. I've noticed a significant difference in my temperature during the night. My old mattress used to make me feel too hot or too cold, but now I feel just right. I also had issues with hip pain after giving birth on my old mattress, but that’s completely gone now. I sleep so well! The delivery was outstanding. The company kept me well informed throughout the process, and the drop-off was flawless. I would definitely recommend this service!
I was hoping to avoid writing again about the service's failure to provide timely delivery. Despite being assured of a new delivery date, I was left waiting with no updates. I wonder what excuse I will hear next. The method to contact the delivery service is completely ineffective. The representative I spoke to couldn't even provide me with delivery depot information. I found it in seconds—it’s in Bristol.
I initially chose this mattress based on a recommendation, and I'm pleased to say it meets my expectations. The company's communication and delivery instructions were excellent. They've clearly taken feedback seriously and improved their service significantly. Big thumbs up from us!
The ordering process was easy, but I did face delivery issues. However, the customer support team resolved it and compensated me for the trouble. The delivery team was great. I've only been using the mattress for a few weeks, but I'm very satisfied with its quality and value. I'm noticing improvements in my sleep and less pain in my back and legs.
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