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.
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