Dormeo UK Website & Showroom

This will be a two part review. First will be this one on Dormeo itself and the second will be on their chosen courier DX. I went online seeking a mattress topper for my childs bed. Just to make it a little more comfortable for them. Had heard of Dormeo many times over the years, on TV, Radio & even seen ads online. Seemed like a business thats been around a while, no reason to have any reservations about buying off them. Found a topper I liked based on the information they provided on website & the price too. Called the customer service line and placed my order. This was at the beginning of February 2023. At the time of payment, I had been told by member of staff to expect a little delay as there were some issues with materials coming from Europe. This didnt seem like too much of an inconvenience as lots of businesses have been impacted by Brexit and subsequently Covid. The topper wasnt urgent so I was happy to wait a little longer than usual. No further communication received from Dormeo until a couple of weeks ago after I called to enquire on status of delivery. Told by member of staff that they dont know when I can expect delivery. Still supply issues. I asked for a call back from a manager to discuss this. Was assured a manager would call back. This didnt happen. Instead Craig, the customer service manager sent me a standard email response. Contacted Dormeo following day enquiring about cancelling my order. Email from Craig stating hed cancelled the order but I WOULDNT be getting a refund as the company had gone in to administration after I placed my order & a link to the Money Saving Expert website was provided on how to claim my money via my bank using certain piece of legislation. This is the first I had been made aware of the business going in to administration. If I had been made aware, I wouldnt have placed an order! The process of getting a refund was long and arduous. So I called Dormeo & asked them to reverse the cancellation and just try their best to get me my order asap. Hannah at Dormeo was very helpful in this regard. After these conversations & numerous emails to and fro. I was given a delivery date. Email received from delivery provider with tracking info too! Delivery day came and went. No mattress topper. Only the complimentary pillow was delivered. Another call to Dormeo & was given assurances the topper would be delivered as it had been dispatched from their factory with the pillow. Received another delivery date from DX. Waited in all day for delivery & again, nothing. Two days wasted waiting for delivery thus far. (Separate review for DX will their shoddy service). Mattress topper did eventually arrive but after much effort on my end, numerous phone calls, attempts at online chat service with DX, email requests via website & phone calls. Based on my experience I would not recommend anyone to buy from Dormeo.
May 1st, 2023

Excellent service at the showroom. Curtis explained differences between various options and related those to sleeping positions which made it easy to choose a mattress I needed. Great customer care!
Apr 27th, 2023

ordered 2 mattresses on the 9th January eventually delivered on 27th April, will never use again.
Apr 26th, 2023

I wish I could give 0 stars. I would not recommend unless you are happy to pay for a product that you will not receive for months. I am very upset, frustrated and disappointed with the service received. I ordered my Dormeo product in January and was originally advised up to 28 days. 3 months later and I am still waiting! ABSOLUTELY APPALLING CUSTOMER SERVICE TOO! *Update* After this review I was contacted and given a new date and reassured that my order would be fulfilled by then. Not surprisingly this had not happened. After contacting customer services yet again wanting to make a complaint I was told that they do not have a complaints procedure. I urge all customers to contact CAB/trading standards!
Apr 26th, 2023

Very poor company, very poor communications. I ordered a mattress and on the email confirmation it said delivery was between 14-28 days. It is now well over 28 days and they took days to reply to my email. The sales team ignore all emails. When I asked about what compensation they offered for not fulfilling the delivery order, the response is that they offer none. It is a case that as a customer you have to just accept whenever your mattress will arrive! It seems that they are just taking people's money and don't care about the important bit, which is delivering the product in a timely manor. I fractured several bones in my back and I was hoping for this mattress to provide some relief. Fat chance. Don't be fooled by the TV ads, you won't get your bed/mattress - you'll be left wondering where it is and you'll get nothing from customer services at all.
Apr 23rd, 2023