Swiss Sense Reviews 

Horrible experience... And it's not finished yet.

All this happened in the store of Leiderdorp.

We wanted to buy 2 single mattresses. My wife was very clear that she did not want memory foam in one of them. The sales representative recommended us one that she claimed did not. One of the most expensive. However, after the first bad night sleep, my wife checked the website and to our surprise, it had memory foam...

We went a few days after to the store to tell them my wife could not sleep, to which they replied it was too soon. That she should keep trying for 30 days. And that in any case they did not accept returns, only change to another one. I told them it was a bit unfair since we would have never bought that mattress if we knew it had memory foam (by the way, the sales representative learned there live with me present that the mattress indeed had memory foam from her colleagues. Amazing training they receive....).

Since we didn't want to cause many troubles, and after a month of unsuccessful trial, we started looking for another alternative for her in the store. This took several weeks of going back and forth to the store, since they told us we could only do one change, so quite a lot of pressure.

In the meantime, this was causing us a lot of stress, especially to my wife, who's pregnant and has not been able to sleep properly since then.

About the mattress change, they told us that if we selected a cheaper mattress, they would give the difference back. They said that if the difference is small (around the price of a pillow) they might give a gift card. However, if the difference is large they would give the money back.

Finally we found one possible good alternative, which was quite cheaper than the first one. My wife went to the store to clear all the questions regarding the change. But they told her they were busy and that they would send all the info regarding the exchange by email.

We indeed received an email later stating the change and giving a gift card of more than 1000 euros.

At this time, we got extremely annoyed with them. As we felt we've been consistently lied to and mistreated. I emailed them on July 23 telling them we simply do not accept the voucher. As a minimum we only accept the difference money as refund. And we also believe they should have some compensation to us after the horrible nightmare we're going through with them.

To this day (July 27) we still have not received any reply.
I cannot tell you how much I recommend you to keep away from this store. Wrong advice, lies, no care for customer satisfaction and no compassion for the sleepless nights of my wife, which are so crucial for a healthy pregnancy.

But I assure you this is not yet finished....

Never again

It was very very great!
Bedankt and all the best

Very confortable (firm) mattress for a fare price..

Quite good, pillow adjustable

The purchase experience on the website is easy, the product I purchased was out of stock and o would be delivered at a later date, which I found out by calling the company. This could be improved by proactively providing info. But pillows arrived on new time and they’re great!

Nothing to say

Great pillow, I have 2

Haven’t received the bed yet, but the purchasing process was great in Amsterdam, thanks to the selling agent Richard. Super excited about getting this bed tailored to our needs and taste

Messaged them 5 days ago for a broken piece, and asked if they can send me another one or how I can buy another one. No response for customer support email for 5 days, not even "hey we don't have that piece in stock, you have to buy another set".

Very bad customer support for an expensive purchase. Edit: going to downgrade to 1 star (from 2), because they never replied.

Very easy and satisfying purchase experience! Even though the website offers a step by step process of online purchase, it really made a difference for us to show a salesman the list of items we were thinking about buying and getting his specialist opinion. He offered valuable feedback about some of the products we chose and helped us adapt the purchase to our real needs. I am very excited about my new bed!

Always fantastic! Really is the best quality. Not even pricey as it lasts a lifetime, service is great, and a good sleep is priceless.

After almost 3.5 months of waiting my bed was finally delivered.
During the delivery they managed to damage a bed panel, stain a freshly painted wall and make holes in the wall.
Update: Swiss Sense heeft snel een oplossing proberen te regelen. Niet de gewenste maar goed, er is toch snel actie ondernomen. De matras ligt ook wel echt zalig moet ik zeggen.

Service in the showroom (Leiderdorp) was excellent. Lots of options and the staff made sure I choose the ones that were right for me

I came in looking for pillows for my bed as i have had bad luck choosing them in the past.. I was helped , able to see more options and able to try them out. I ended up choosing extremely comfortable pillows with a great piece of mind.. I have had them home for 1.5 weeks and love them! Delivery was one day! Thank you very much!

Mark was very helpful, he was explaining and showing us all types of beds and duvet that we can compare between the products.
He did answer to all the questions and he took all the time needed to explain every thing.

I ordered a mattress topper on the swisssense website. I paid but received no invoice or proof. The following day I contacted swissense and they replied that there was a technical error and the order was lost. They did find the payment made and The agent created a new order and applied the previous payment from the lost order to the new order. 2 days later I still did not receive any communication from swissense. I made contact and The agent said the order had not been paid yet and cannot guarantee when the finance team will transfer the payment or when my order will be delivered.
I aske the agent to cancel the order and refund my money. I also completed the swissense online contact form asking to cancel and refund me. I received an email asking for my IBAN which I supplied. The following day I contacted swissense and asked if the order had been cancelled and refund has been initiated and The agent confirmed it was cancelled and a refund has been processed.

But that same evening I received an email stating my order is still open and awaiting payment.

Swissense has no online shopping portal where one can see order statuses. Has no transparency and you have to wait long times on the phone or chat to agents online.

Swissense service is pethatic and their systems are nonexistent, buggy and its staff does not do their work. The agents are left putting out fires and juggling balls while its sales and finance department does not work.

I highly warn people to think twice before buying online from swissense. Rather go in store and engage with real people that can be contacted and held accountable.

I am now forced to proceed with legal proceedings to resolve this matter.

This pillow is saving my neck! I am so happy with the product!

test, review

The mattress seems quite comfortable and we appreciates the 1+1 offer. I personally went to Cruquius and Amsterdam Noord shops to test them and both the employees were nice and helped me thought the process. I was just a bit concerned for the delivery which happened 2 days after the purchase and not 1, but the rest was a good experience. I hope I can finally sleep well for my shoulder pain.