Good product, poor service
Purchased an igravity mattress online on 04/08. I have found it to be comfortable for my needs, although being made of memory foam and latex the top layers retain a lot of body heat so I haven't needed to go to bed with the heater on. Bonu$.
The whole mattress It is quite thick/high (about 40cm in the centre and 30cm on the edges.) Since it sits so high off the floor on a "normal," older style bed frame with solid slats it would best suit a low ensemble base or one of the newer beds where the posture slats are closer to the floor. With my ol...der bed supporting the igravity my feet cannot reach the floor when I an sitting on the edge. On the ordering side of things, I received an email confirmation stating it would take 5 to 15 business days to deliver - nowhere else was it mentioned during the payment process that this was the delivery timeframe; the web site states this applies to Click & Collect orders. Crossed my fingers and hoped it wouldn't end up being on the latter end of the scale due to continuing back pain from existing mattress. After hearing nothing for two weeks I rang for a status update and was told the mattress was being made to order. The web site did not mention this anywhere either so I was quite miffed but could obviously do nothing to change it. Another week later, I again rang to find out what was going on. This time I was advised the mattress was due in my home city from Sydney on 20/08, and that I would receive a call to arrange delivery. That date passed so I had to make a third call, during which I was told the mattress did not leave on that truck as scheduled and it would be another three or four days. By this time I was not happy at all since I was the one chasing them up all the time instead of being kept informed by Beds Online. The only communication I received from them was to let me know of the delivery day, which ended up being a Saturday and just on a month from my initial order. On this basis alone and for the complete lack of proactive customer service I would not recommend Beds Online. I will have to buy a new bed frame to suit the mattress but it won't be from this store.
Terrible Service but Great Product (when it finally arrived)
It took 2 months for my order to be delivered.
They don't reply to emails and have no care for customer service. Once I ordered I felt completely out of the loop, I wasn't sure if I was ever going to receive the goods!
I was glad however when they finally came and were nice but I will not be ordering with them again.
Purchase and price was good and easy. Delivery was very poor. Over a week late in delivery and we had been advised the delivery company would ring us first to arrange a delivery time. They just turned up the next day unannounced. I had just had a major operation and could not help but since they didn't ring first I couldn't et them know. No communication from Beds Online until I raised the question of where the mattress was. Good response once question raised but still delivery time unacceptable
Decent price, worst online experience. Better to go in person or phone.
I purchased 2 bed frames from bedsonline communicating via emails. 1 bed frame was on back order for 1 month, then pushed back another month eventually became 3 months waiting. I was mailed 2 pillows for compensation which was nice but It would have been nicer if I was updated on its progress. It was only after calling did they tell me that stock was never allocated to me and that the other bed frame was damaged, not allocated and no longer on the website. I was lucky enough to have my first frame at all as they quickly allocated their last ite...m. The second frame was replaced and price difference was waived, the customer service over the phone were lovely and super helpful however some mix up at the warehouse caused the wrong frame to be delivered but they rectified the situation. I ordered online because I don't have access to their stores and I have a busy schedule. Overall the experience through online and email communication were terrible as there seemed to be no follow up system, but the experience over the phone was worth the torment.
Review collected in partnership with Beds Online
Difficult delivery process
At the time of purchase, I was advised that it would take 7-12 business days to arrive. It ended up taking 18 (a total of 25 calendar days).
When arranging delivery, they weren't able to give me a delivery window until I committed to a particular date (i.e. take the whole day off).
The delivery time I was given was an afternoon slot, with an estimated time after 3pm.
The bed ended up arriving at 9:30am.
If you can deal with a long time between purchase and delivery, and can take a whole day off to wait for the delivery (regardless of the actual delivery window they give you), then I guess they're ok.
I purchased my son's ensemble which is $940 - base and mattress on 3 of Aug in 2017. I had not received any message after 2 weeks, i have to call customer service.. I will take three weeks for delivery. Sales woman told me that delivery would be 7 days to 10 days. But since two weeks later, i have not get any call from bed online. I must call customer service, service organised the delivery date while i talk on the phone. Terrible!!
All talk and no action - would not recommend, and will not ever purchase again, did not receive
Update 2: The quality of the bed received is good, so overall happy with the product. However, I was contacted after my update below twice by Bedsonline Customer Service officers - both apologising for my experience and assuring me that the refund of the difference between the product ordered and the product received would be processed in the coming days. A couple of weeks later, and of course NO REFUND has been processed.
Update: I have now received my order, and neither of the items are actually what I had ordered. I knew the mattress h...ad been substituted, fine. However the bed that I ordered was the Kenny Bunk Bed ($849), and the bed I received (which does look the same as the Kenny) is the Jake Bunk Bed, which is not even available on the Bedsonline site - but is available on the Focus on Furniture Site (which is the same company) for $599 - i.e. $250 less than what I paid! I have sent this information through to Bedsonline and am waiting to see if they will provide me with a refund. I've had to communicate via this forum to them though - because when you ring their 1300 number and press the numbers to be put through to "After delivery service" the automated voice says "line busy" and hangs up (which didn't surprise me after the experience that I have had so far). I am currently waiting for an order from Beds Online: I ordered and paid for the items (a bunk bed and a mattress) on the 14th July. I heard nothing from Beds Online for one week post my order so I called them up to see what was going on. I was told that the ZipMoney payment had not gone through - long story short this ended up being an administrative error on Beds Online's part, it had been paid no problems on the 14th July. As a result of this admin error (which took me days to get sorted out), my stock did not get allocated. I then found out that the mattress is not in stock, so they "upgraded" me to a Memory Foam mattress - now I don't want a Memory Foam mattress when I had ordered a spring mattress - but my email to the sales rep re this has been ignored, so because I can't be bothered with the task of having to follow this up I'll just put up with the Memory Foam Mattress. Further to this, I had to follow up yet again today re the delivery of the items which is supposed to be tomorrow, I was told yes the delivery would be tomorrow and to expect a call from the driver tomorrow - great! However this is not to be, I then received another call an hour or so later to say that the truck has just arrived from Sydney and my items are not on it - so now I have to wait yet another week for my items - this in total will be 3 weeks between payment and delivery. I'm not even sure if my items will arrive next week - so fingers crossed. What I've found with this company is that everyone is super nice and helpful on the phone - great - but there doesn't seem to be any action taken when they hang up the phone. Apologies to any staff there where this is not the case - however, I must say that the ones I have dealt with have been this way. I would not recommend this company and I would not purchase from them again - good prices - but the hassle factor is not worth it.
Product is good but customer service is very very terrible and cruel
I had no problem at all with the product. cheap and good quality
However, one of the ladies there served me with bad manner and just told me off few times without explaining anything to me. Very disappointed.
Phoned Beds Online (BOL) on 19.06.17 & made the purchase over the phone with agreed delivery on Saturday 01.07.2017. Saturday 01.07 came and went with no arrival of the QB mattress (Domino Grand Sleeper). Called up BOL & salesperson stated that they had no booking on 01.07 to deliver my order. No communication, SMS, email or phone call was made days before or during the week by BOL to advise me of any change. The only E-mails received during the week were one's that tried to sell me more of their products. The salesperson then tried to schedul...e a time for Tuesday 04.07 while I'm at work. I had to nominate delivery again for the following Saturday. Will have to wait again and see. Will keep product review updated as events unfold. Not happy BOL!
Paid $4300 22 days ago and have yet to receive what we have already paid for. Wonder how much interest they have earnt on that over that period of time.
Poor inventory control if a move makes paying customers wait.
2 purchase occasions - 2 nightmare experiences...never again
First purchase I had to email and chase to see what the delay was and then wait and chase some more....
Everyone has a bad day right?!, so benefit of doubt I purchased on a second occasion...
After a good month of waiting, the chase began... More emails, more calls, told I'd have it in a week (so sorry) then that week came and went...nothing.m..more emails n calls etc... finally received yesterday.
Sorry bedsonline.... Never ever again.
Made my purchase online for a mattress and bedding. Mattress was delivered all OK but I'm STILL waiting on the smaller items like the pillow and quilt. I made my order in January..it's now March. There seems to be a communication problem between the office and the warehouse? Probably will not order from this place again as it is just taking too long for items to be posted. Even if there was a delay I would expect a message letting me know, but I've had to chase them up several times..so, still I wait.
Honestly, I have done a lot research on Bedsonline before purchasing and read every one of the comments. Nothing written on the review was about the product itself but merely about the poor service. So I went to the store personally to look at the product and I was pretty happy with its quality and the decent price/discount that was offered to me which made it convincing to buy regardless of the poor reviews about it. After purchasing a 'OUT OF STOCK' item that was stating it'll be INSTOCK again on the 27th of February. I contacted them on the ...2nd of March to ask about my order, they said I have to wait 7-12 working days for it to be posted out. Hence I waited another day but was wondering why the order status was still 'awaiting fulfilment' (which means they haven't even processed the order' . So I contacted them again the next day (3rd March) and another customer rep told me that it was actually out of stock till 20th of March due to delay of the container!!!!! Why wasn't I notified of this? I would've been waiting for 7-12 working days thinking it'll be coming in but instead I would be waiting for it to be in stock again?!?!?! This is ridiculous. No notifications and false information was given to me giving me hopes. I ignored the poor reviews about this site but seriously, if you're planning to buy here give it at least 2 months and be prepared for the worse and a long period of waiting time as your item might just be out of stock out of no where or delayed for 3 weeks like mine with no notifications. You have to do a lot of chasing up as they do not contact you of the statuses of your order. On top of that I am waiting for my refund which is also 5-10 working days. I called and they said okay to the refund but no notifications or invoice or some sort of confirmation was sent to me. Hence I chased up on it for a confirmation email. Ended up going INSTORE at another furniture store to buy a similar bed frame. Rather have good and fast service and pay a bit extra than terrible experience like this again. Thanks, Im done.
Long delay in receiving item. Great Customer Service
Excessive delay in shipping product that is supposedly in stock. Customer service was outstanding in tracking down why the order was so delayed and kept in contact right up until I had physically received the product.
39 days and still waiting...
Have contacted BedsOnline 3 times for status on our order. They say that the truck broke down on the way to Queensland. Pffff. We ordered on the 5th Jan, they now say delivering on Monday 20th Feb. 6 weeks and 4 days from ordering. Leaving to go on holidays this week, so who knows where it will end up if and when it arrives while we are away! They committed to call me back.... again.
14/2/17 Called to say delivery will now be Tues 21st. Requested delivery be deferred until 27th.
Questions & Answers
Hi, My new mattress - the grandeur plush king is absolutely shocking and in the few nights used my lower back has become excruciatingly sore. It sags heavily in the middle. This mattress is unsuitable. Could you please advise What my options are if it doesn’t meet the price limit for the 101 night trial? I paid over $1000 for it , I am enormously disappointed.
It’s impossible to get any customer service so I apologise to have to write this here but this is the last resort.
Please contact me, [personal details removed] Thankyou
Can a mattress be returned for full refund, or would I get a credit note?
Thanks for your question. With our 101 Night Comfort Trial, you are able to swap your mattress for another if you not completely happy, however there is no refund option available. The only mattress that has a money back/full refund guarantee is the Avatar memory foam mattress. Hope this helps.
I am trying to get an update on the status of my order. I have emailed Customerservice@bedsonline.com.au as I have seen you comment for others to do so and it bounced back as undeliverable. Has the email changed?
Nope. this is just how this business decides to operate. Once they take your cash they'll delay you till the cows come home.
You'll save more by spending slightly more elsewhere.
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|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom and Mattresses|
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