Reviewers often mention fast, on-time delivery and courteous delivery teams. Many highlight good prices and comfortable mattresses that match what they expected. Another set of reviews points to defects, high return costs, and returns being blocked, leading to sharply mixed experiences.
Examples from available reviews (Jan 2021 – Feb 2026).
Super fast efficient delivery with clear communication and excellent quality.
“Super fast and efficient delivery”
Great mattress with excellent service and good price.
“Great mattress, super service and a good price”
Company required customer to arrange costly return transport despite promises.
“they were talking about their delivery cost not mine delivery to their depot.”
Mattress developed dips and customer service did not resolve inspection.
“Mattress has dips where we lay even though we are both fit people”
Many reviews describe on-time delivery teams that are helpful and polite. Others mention missed deliveries, cancelled time slots, and at least one case of property damage. Complaints also repeat around return arrangements and what customers see as refusals or delays in fixing issues.
Several reviewers praise low prices and say the value beats high-street options. Some link the value to fast fulfilment and included accessories. A small number say promotions felt misleading or that a short trial reduced the value for them.
Many customers say ordering online is simple and delivery updates are easy to follow. A few mention issues such as a mattress feeling smaller than earlier models or a noticeable initial smell. In several cases, difficult returns or refunds being held lowered satisfaction.
A large group of reviews praises comfort, the right firmness, and relief from back pain. Another group of low-rated reviews mentions sagging, lasting dips, very poor covers, and alleged infestations or serious defects. Some customers got quick replacements, while others say faults were not fixed.
Many reviewers note clear updates, delivery tracking, and drivers calling before arrival. Several negative reviews describe customer service as unresponsive or unhelpful, with no apology for delays and disagreements over return costs. Critical reviews repeatedly mention returns being blocked and funds being held.
Positive reviews often describe an easy purchase, good prices, and dependable delivery. Negative reviews focus on unresolved quality problems, expensive returns, and weak complaint handling. Experiences split clearly between happy buyers and customers who ran into serious post-sale issues.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Customer believes 'dreamstar' was a sales gimmick and overpriced.
“dreamstar didn't really exist and was only a sales gimmick to sucker customers.”
Return policy requires keeping mattress 30 days, causing distress and cost.
“you will be stuck with it for 30 days.”
Reviewer used strong language to express extreme dissatisfaction.
“Horrendous cheeky arseholes”
Mattress developed dips and customer service did not resolve inspection.
“Mattress has dips where we lay even though we are both fit people”
Mattress cover was poor quality, thin and see-through.
“it is so extremely poor quality, polyester and thin to the extent it is see through.”
Company required customer to arrange costly return transport despite promises.
“they were talking about their delivery cost not mine delivery to their depot.”
Mattress allegedly came with bed bugs and company refused early return.
“my partner and I were covered in bed bug bites.”
Mattress felt like a bag of springs and return costs were excessive.
“they sent me what feels like a bag of springs that get stuck im your body.”
Delivery repeatedly cancelled without notice, order not delivered twice.
“They take your money but don't actually deliver the mattress.”
Company holds £100 on returns and customer service was unhelpful.
“hold £100 of your money if you return the mattress!”
Purchased Simba mattress but received a much shorter trial and no support.
“you are left with a useless £600+ mattress and no sympathy from this company.”
Could not return an uncomfortable mattress; company blocked returns.
“They put in a huge amount of effort to block returns”
Don't buy from Mattress Online, I bought a mattress there and it was a complete waste of money. It started to sag in the middle after just 1 year and 3 months, I cannot believe that they still sell mattresses that don't last. The worst part is that they won't return my money and want me to take away the mattress and pay for delivery in order to get another mattress and pay in cash because they said I cannot get refunded for credit card purchase. It is not fair since they should have never sold such a mattress when it didn't even last 2 years. Please do not give your hard earned cash to them.
Customer service organised a prompt exchange and arranged a return within days.
“extremely helpful and arranged a return for me and an exchange”
Faulty mattress was exchanged promptly at no extra cost after emailing.
“they exchanged the mattress for me at no extra cost.”
Ordering and delivery were easy and pleasant; mattress is comfortable despite smell.
“it's such a lovely comfy mattress”
Received a faulty, misdescribed mattress and was denied a refund.
“Misleading information on their website.”
Ordered orthopaedic mattress; received next-day delivery and good communication.
“Great product & awesome service - rare these days.”
Delivery team carried mattress upstairs; reviewer slept very well afterwards.
“Dan and mark are two proper gentlemen.”
Mattress ordered midweek arrived quickly and old mattress was removed.
“telephone call from delivery driver 30 min prior to delivery”
Delivery was late and misreported; customer service failed to apologise.
“No apology.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Mattress Online is an ecommerce retailer focused on mattresses and sleep accessories. Its site lists products with specifications, sizes, and material details so shoppers can compare models. Customers can buy online with standard payment methods and reach support by email or phone. The range covers memory foam and orthopaedic-style mattresses, plus pillows and basic bedding items.