Harry Taylor

Edit: They won't refund us. What an absolutely disgraceful company.

Complete nightmare of an organisation, branches keep closing, some have no idea about the gift cards, and customer service won't respond to calls or emails. A complete shambles. Avoid at all costs.

I bought a "The Mum" gift experience for my wife in 2024 before the birth of our first child. Firstly, they didn't send out the proper gift certificate - said they would, but never did. Then, the branch local to us (15-20 mins away) closed down. Then we booked a short weekend away so my wife could visit the nearest one (~1hr away) without driving 2 hrs away. The experience of organising this was exhausting, as this branch had no idea what the gift certificate was, and my wife had to repeatedly explain what was promised, and negotiate to get the things that were supposed to be provided. And then a few weeks before the appointment, this spa is no longer affiliated with Pure Spa and they've sent us a £240 invoice! Alternative is to go to a spa 2.5 hours away. This was supposed to be a relaxing little trip 15 mins away for my wife, and now it's 5 hours round trip if she wants to use her voucher. And now the customer service team won't return my calls or emails to try and sort this out. It's been an absolute nightmare from start to finish, and Pure Spa seem to have no interest at all in putting things right - or even in speaking to me.

I had a query about my tariff. Mahita gave me a comprehensive response which answered everything I needed to know in a timely manner. Many thanks, Mahita!

Feefo are an absolute farce, and if you leave a negative review, they'll make excuses about it being invalid so they can delete it.
"It’s got personal information in it that breaks our privacy guidelines." - no, it absolutely did not. It was two sentences about me disliking my mattress.

Edit: See below for more gaslighting from Feefo in contrast with the overwhelming number of people sharing my experience.
I didn't say you changed my star rating. This is a straw man argument. Nobody here is saying you changed the star rating, they are saying you completely deleted their review for made-up reasons.
There was no personal information in my review. I commented on the quality of service. It was not insulting or offensive in any way. There are countless other reviews that commented on the service in a positive way that were allowed through.

First off I want to say that Mattress Online invited me to submit a review for this mattress several times. I submitted one on Feefo then they rejected it, saying that I was only supposed to write about the product, and not the service (despite the original email saying “Don’t forget to review your recent experience with Mattress Online”). Not only did this waste my time, but seemed to me like a whitewashing tactic. So read Mattress Online's reviews with that in mind.

First bought a Emma Hybrid mattress, but it was bad compared with our original Emma. So under the 90 night trial, we paid a little more and went for a Sealy Waltham Latex Advantage mattress. The exchange was arranged really well and went smoothly, all credit to Mattress Online here.

Unfortunately, the Sealy is absolutely awful. It has horrible roll off at the edges of the mattress, making a good proportion of the mattress unusable. If I find myself having moved towards the edge of the mattress in the night, I wake up in agony.

Mattress Online advertised this mattress saying "Sit and lay comfortably right to the very edge with zero 'roll-off' sensation." - which is absolute nonsense. It most definitely has non-zero "roll off" sensation, especially compared with the 5 year old mattress it was replacing. I feel like I'm teetering on top of a marshmallow stuck on a telephone pole. So the mattress isn't as described, but Mattress Online aren't interested.

They sent out a technician who told us that this extreme roll-off is just "part of the design". He measured some completely unrelated aspects of the bed's performance and insisted I be recorded speaking into his phone saying it was an "invalid claim". A complete farce, and frankly insulting.

Think very very carefully before you buy a mattress online. You might end up with a £850 lemon like I did.

Their service is always exceptional. Items always arrive well packaged; I have never had a damaged item from them. The tracking is clear and shipping prices are excellent. I would highly recommend One Map to anyone.

I've been using FromJapan for a few years now, having made 20 purchases or so to source audio equipment that I can't find in the UK. The items arrive well-packaged, and they charge very little for the service they provide. I've never had any problems of any kind, in fact their customer service is excellent. I'd recommend them to anyone.

Deleted my Amazon account after receiving the worst customer service of my life. Turns out that also deleted my Audible account. They refused to restore me access to the books I paid for. I consider this theft on their part.

Item was scratched. Nikki organised a replacement right away, and they collected the damaged item at the same time. Everything ran smoothly. It was great.

Ordered a mattress because it looked to be the best price for the one I wanted, with the shortest lead time. It was delivered within a couple of days of ordering and the driver kept me informed of his whereabouts, which was very helpful.

Very comfortable mattress too and well-packaged.