Vispring Reviews 626

This company claims to provide a premium product but their customer service is atrocious. I purchased a £6k mattress and diwan from their UAE retailer - after using the mattress for 2 weeks, we tried to exchange the mattress for a softer one since I am experiencing back and shoulder pain. Vispring claims to offer a 1 time exchange (read comfort promise on their website). The retailer has flat out refused to entertain our request since they do not have a soft one in stock.
I've emailed Vispring customer support twice and am yet to get a response despite waiting for over 10 days. Rest assured this experience has left a bitter taste in my mouth and I will be recommending everyone to stay away from this brand.

Update:
Changing the review to 5* following an email exchange with the Vispring team. The retailer in question did not communicate with me that the Vispring team had already approved my request and a replacement is underway. Thank you for your support and the swift resolution.

They are so quick and efficient.
Dealt with an issue straight away.
Great service all round.

We bought a dual tension soft/medium ViSpring ‘ex-display’ mattress from Heals.
We were assured the mattress was in good shape.
After 6 years it appears both sides of the mattress have sagged significantly resulting sleeping in what feels like a bed with little support in an uncomfortable dip, whichever way the mattress is turned. Could it be the mattress was past its best when we bought it? Advice please? We are both of average weight.

Had Vi Spring mattress for 14 years decided to try Hypnos after 3 months of back ache found it too soft just bought another Vi Spring.

Fantastic comfortable mattress, really well made and very heavy

We spent 2000 pounds on our mattress 5 years ago. It sags in the middle and is literally not offering any support for my back. I know it's the mattress because every time I sleep somewhere else, I sleep like a log. We bought this in the UK a few months before we moved to Germany, so we don't have a warranty. It's not worth the money

Exceptional service. We are extremely impressed. We have owned our Herald superb for 10 years approx and recently it started causing us aches and pains. A bit of to and fro between the retailer and ViSpring and problem solved. Mark from Vispring retail department approached me and took time to discuss our issues and after deliberation Vispring decided that they would replace the mattress. Really cant ask for a better resolution and we are so glad that there are still manufacturers with integrity that stand by their products and warranties.

I am updating an earlier, negative review about a Vispring mattress because a representative from the company stepped in, and resolved the complaint I had to my complete satisfaction. It has made up for the distress caused to my elderly Mum prior to their intervention. The service we received subsequently has been first class. My Mum’s faith has been restored in a brand that she has always trusted to provide comfort and quality. When Vispring get it right, in our experience there is no other mattress we would choose.

My partner and I had a fantastic experience purchasing a mattress at the flagship store on Piccadilly. As newbies to high-end mattress purchasing, Edward guided us through the process expertly. We never felt pushed to get the highest-range model, instead got show the different parts of the range and allowed to make our own judgement.
In the end we went for the Imperial, designed for our new bedstead, and it will arrive in 4 weeks or so.
A huge thanks to Edward and his team for the support! Alas, we assume we won't need to return any time soon given the 30 year + lifetime of the mattresses. But the flagship store is a must-do experience to try out the Vispring range before purchasing.

Vispring refused to honour the warranty and would rather involve solicitors than fulfill their obligations.

I purchased a high-end Vispring mattress, paying extra for a luxury silk fabric, at a significant cost, and was promised a 30-year warranty. However, when the mattress developed a fault, I encountered nothing but frustration. Vispring refused to honour the warranty and would rather involve solicitors than fulfill their obligations.

The company claims they cannot replace the faulty mattress with a like-for-like model due to the silk fabric being discontinued. Under my consumer rights, I requested a refund instead, but Vispring flatly refused. They hide behind their terms and conditions, stating they reserve the right to offer an alternative fabric, but this does not give them the right to force a customer into accepting it. A refund should still be an option at their discretion, yet they continue to ignore this!

It appears that Vispring chooses to employ and pay solicitors instead of honouring their 30-year warranty promise to customers.

I never expected that purchasing a premium product would result in such poor customer service and a drawn-out legal battle. Very disappointed.

We have replaced our 2006 Vispring mattress with an identical sublime superb zipped 90x200 pair.

The old mattress has served us well for almost 20 years and by itself that ought to be recommendation enough.

A worthwhile investment if ever there was one and
they are made in the UK - A WELCOME RARITY.

I purchased my Vi-Spring mattress from Furniture village. After experiencing some problems with the mattress and dealing with poor and delayed customer service from Furniture Village, Mark from Vi-Spring stepped in.

He was able to deal with my complaint within a couple of days. His level of product knowledge is excellent and his professional manner and politeness is exceptional. Vi-Spring have offered me a replacement mattress to resolve my issue which I have accepted with thanks!

Mark, a personal thanks to you for the level of service you have provided me with, it has truly been exceptional. Vi-Spring are lucky to have you as a member of their team :-)

I look forward to receiving our new mattress.
Sukhi

RETAILER IN MIAMI AREA NOT FAIR WITH CLIENT
VERY EXPENSIVE PRODUCT WITH ANY GUARANTEE
OMISSION OF INFORMATION
MISLEADING INFORMATION
IF YOU CONSIDER BUY ONE OF THOSE MATRESSES BE CAREFUL THE RETAILER MAY NOT REPRESENT THE COMPANY

Update:
Almost immediately after I posted a fairly damning review (below), the shop we bought from contacted me to see if our concerns could be resolved. The upshot is that they offered to replace the mattress with an alternative of our choice (up to the same value). We have chosen a different mattress, not Vispring, which we have just received, so fingers crossed. The new one was significantly cheaper so the shop has given us a credit for the difference. I did ask for a refund, but they would not agree to that as in their view the mattress was not faulty and they see this as a ‘comfort’ issue, with their offer of a replacement being a gesture of goodwill. We are very pleased to have a new mattress. But we are disappointed with the shop’s, and presumably Vispring’s refusal to accept that the original mattress was sub-standard and the fact that it took a damning review to get some action. I have upgraded the rating to 3 stars to reflect these comments, although it is not clear to me how this matter has been resolved between Vispring and the shop.
Original comments:
We bought a small super king Vispring Shetland mattress in mid 2023, thinking that spending more on a supposedly high quality mattress would be worthwhile. We were also keen to buy a locally manufactured product. What a costly mistake it has proved to be. From early on, a very significant lump appeared in the middle from top to bottom with big dips either side where we sleep. It became very uncomfortable , leaving me with even more back pain than I had to start with. The unevenness is incredibly marked. The shop we bought it from arranged for Vispring to carry out a check which eventually happened after a bit of a delay. The chap who visited conducted a fairly Heath Robinson check with a piece of string to measure the depth of the unevenness. Surprise surprise the measurement was a tiny bit below their ‘tolerance’ level and therefore pronounced to be normal settlement. We were told it would get better over time and to keep turning the mattress which we did. After some months there was no change so we contacted the shop and went through another Vispring check, with exactly the same result. Less than 18 months after we bought the mattress we have come to the conclusion we will have to throw it away, and buy another new mattress. Words cannot express how disappointed we are. The shop have hidden behind Vispring and there seems no way of getting anywhere with Vispring’s tolerance checks which are, quite frankly, very insulting when it is clear, even to the naked eye, that the mattress is not fit for purpose.

Broken castor on bed. Rang Vi Spring, staff were very helpful & dealt with problem right away.
Castor was replaced immediately.

We bought our divan set with Baronet Supreme in 2008 after discovering how comfortable they were when at a luxury hotel. This was an obvious choice so purchased a set from Furniture Village in Bristol. We had 16 years of very comfortable nights until I discovered one side of the mattress was collapsing so contacted Furniture Village for advice. Within minutes they had found my original order and confirmed that they would deal with the matter. Within a few weeks a technical representative visited, took some measurements and photos on behalf of Vispring. Shortly after we had confirmation that a replacement mattress had been ordered and was delivered and the old one taken away. What better service could I have asked for from both Furniture Village and Vispring.

Simply the best mattresses we have ever had. This is our fifth, all of the others going back 20 years are still going strong. All have been more expensive models, and well worth it. Latest is to replace a very poor imitation super king - we tried to save some money but it was foolish, we now realise. Should have just gone back to Vispring - they suit us very well indeed.

The mattresses were delivered by John Lewis after we ordered them on line. They are worth every penny and we are so pleased to have found Vispring. After not sleeping well for the last few years we now have a great nights sleep every night. Thank you Vispring 👍

I have slept on Vi-Spring mattress for 40 years and they never disappoint. Quality item

Many thanks to Edward and Andrew at Vispring Regents St for their assistance, no pressure sales approach, as well as considerable patience during the acquisition process for our new Regal Superb bed and mattress. We are both sleeping soundly and the zip & link was a recommendation by the sales team we would heartily endorse. I did take advantage of the 90 day swap scheme for one of the mattresses, being on the cusp between different types, but that only speaks to the quality of service that this scheme is available and was handled seamlessly by the Regents St branch.