The Waterproof Mattress Shop Reviews 26

Please, please don't use this company. I wish I had read the reviews first. I ordered a "hospital grade" mattress for £269.99, and had written confirmation from the company that there were no zips or fastenings on the mattress. My son has special needs and needs a mattress with an undetachable cover. The mattress, a cheap bit of foam, arrived complete with zips and fastenings (!), a flimsy thin blue plastic cover with fabric on bottom of mattress so not fully waterproof, not "hospital grade" and not as described or pictured on website. We asked by e:mail to return the mattress for a refund as it was not as described but the company would not reply to our e:mails and despite several phone calls to the company no-one from "after sales" would call us back. We therefore raised a dispute with our credit card company which they have upheld despite seller retorting, saying "customer made no attempt to contact us to express any dissatisfaction, request support or initiate a return. We would have responded immediately. No communication was received, no e:Mail, no phone call or message" all of which is untrue and we have our e:mails to prove it. I have now purchased a mattress from a reputable supplier and am very happy with it.

I got my goods but it was a hassle.
I ordered a mattress and a couple of duvets and expected delivery in a couple of days as I missed the midday deadline.
The shipment didn’t arrive and seemed to be delayed. I rang several times to chase and was told someone would call me back. They never did.
On the phone it seems #1 is for sales and #2 (which is supposed to be for after sales) is just a couple of ladies taking messages. You can’t speak to anyone who has access to the order or who knows what’s going on.
Eventually the order arrived.
The mattress was missing.
I emailed them and called.
A message was taken.
Someone was supposed to call me back. They didn’t.
However I then got a message from Parcel Force saying a package was out for delivery.
The next day my mattress arrived.
It seems ok.
It took about 10 days to get the mattress.
I’m writing this so you know what to expect. Complete lack of communication but in my case at least the products arrived.

On the 9th of February, we ordered 2 hospital-grade mattresses and paid in full. However, we only received 1 mattress. We have tried several times to call with the same response "we requested a call back for you" and no-one has called back in 2 weeks. Our recent call today, the lady was so rude as to say she cannot help us. Anyone who deals with these guys does that at their own risk. We are now going for legal services to recover our money. We are also starting a facebook campaign against them

Ordered a quilt from this company, but the quality was so bad. It was like sleeping in a crisp packet! I’ve now phoned eight times to the after sales team, left a message with the lady every time who said they would get a manager to call back urgent urgently and still not heard anything.

Do not order from this company it’s a complete scam

If only I had checked these reviews! I bought my mam a qwaterproof mattress as she was mobving into a residential home on 30th January. I made it clear that the mattress needed to be delivered between the 26th and 28th January to allow us time to get her apartment set up ready for her to move in. The order was placed on 23rd January so enough time especially as they state they provide next day delivery. The mattress wasn't delivered and I contacted the company on the 28th January and like others was told I would get a call back. I didn't. I again contacted them on the 29th January and we needed the mattress urgently on the 30th at the latest. This time I was contacted by a man called Barry who was unbelievably rude and argumentative and he refused to help and just kept telling me to contact the delivery company (despite me not being the person who arranged the delivery). It was clear they would not deal with the issue and I contacted them again on 30th January to cancel my order and request a refund. The mattress cost £299.99. I managed to get a temporary mattress delivered to my mams apartment while I ordered from another company who promised next day delivery and managed to deliver on the 31st January (despite this being a Saturday). I have since contacted the company a number of times by phone and constantly get told someone would call me back and they never do. On February 12th I emailed a formal letter stating that the issue would be escalated if I did not receive the refund - again I have received nothing back from them. I have now raised a chargeback with my bank. The company is extremely fraudulent and obviously this is the way they work. The aftersales team seem to have zero powers whatsoever as all they ever say is that someone will call you back - only once in approximately 9 calls has anyone called me back and Barry was really quite horrible to deal with. Stay away from this company!

Please do not buy a waterproof mattress from this firm; it’s definitely not waterproof. Don’t waste your money, absolutely awful company. I telephoned 3 times on three different days, and all said they would ring me back, but never did, so now I’m left with a wet bed, so please do not buy from this company, definitely not, and needs reporting and taking off website.

I place an order for an elderly gentleman that I support he paid for a Duvet and Pillows, he only received his Duvet and never received his pillows this was back in April 2025. We have called weekly and never had a call back we still have not received the pillows. I have spoken to a customer service worker today (Jess) who tells me there is nothing they can do, she asked me to call the after sales department which I have done but never had an answer. Jess then told me I could email if I would prefer which I feel after 6 months of chasing pillows is a joke, this gentleman has paid and never received goods and they are not willing to resend the order I would advise that you do not buy from this company.

Absolutely brilliant quality and prices, couldn't be happier with my purchase of 2 waterproof mattresses.

Communication is beyond shocking! I have sent numerous emails and made at least four calls to them, each time promising call backs that never come!
Stay well clear

Horrendous experience awful company please don't order from them!
We ordered a bed with mattress but what we received weren't the sizes we ordered, the company took no responsibility and offered no solution or help so we arranged shipping to return items back to their base in Manchester costing over £100! As of today 4 weeks later no refund no response to emails and no help from customer services
Horrible company with no understanding or compassion for vulnerable people who need the items they sell, terrible customer service the worst I have ever experienced extremely sad to see that other vulnerable people have had terrible experiences with this company too I wish I had looked at these reviews before purchasing from them.

Do not buy from this company, their mattresses are cheap and shoddy and the one we bought didn’t last three months! When I contacted them they totally ignored me and to date, six months later have never made contact at all! Thank goodness we bought with my Santander Credit card, they have made a goodwill refund in total!

My brothers and I needed to get a waterproof bed for our mum, we did lots of research and was pleased with the bed we ordered from this shop. It came quickly and she seems really pleased with it

Please! please! please! do not use this shambles of a Company.We are still awaiting the arrival of our disabled daughters waterproof mattress after being promised arrival on three different dates.This organisation have failed to respond to emails ,they do not return phone calls after promising to do so, they tell you that they will send you an email with the tracking details, but they don’t.I don’t even know if this is a genuine company or not.We have never experienced anything like this before.After several further phone calls the mattress finally arrived, guess what, it was the wrong size! We have now returned it and requested a full refund, including postage.My wife requested confirmation of the full refund via email and was told that their system wouldn’t allow the email to be sent, for some unknown reason.They did confirm verbally that the refund would be processed in 7 working days.Here’s hoping!Surprise surprise! Still no refund!

Amazing service and great customer support

We bought a hospital grade mattress for our mum, it arrived promptly and she loves it. comfy and good value, I'd recommend this company

ordered a waterproof, mattress, bedding , mid november over the phone. They took my money and said the delivery team would phone me back to confirm a delivery time.
A few days pass by and nothing. I start phoning and get past from pillar to post. No one knows anything and constantly get told i’ll get on call back. 5 days after paying in full i get a phone call with delivery date.
Some of the bedding I ordered was missing and there’s damage to one part of the divan base. I phone and email the company. Again promises of call backs etc. Eventually ‘Barry’ phones and tells me to go ahead and use the bed and he would sort it. In the meantime he sent omitted bedding. ‘Barry’ phoned a week later again to ask if i kept the plastic a month after it was delivered and he told me to use it. Then he dropped off the face of the earth. One month and a half since a poor quality, damaged bed was delivered for my disabled 10 yr old son. This company should be absolutely ashamed of themselves. Taking money from vulnerable people and giving them the absolute run around on the phone causing stress to ppl who have hard lives. Absolutely appalling way to run a business. Small Claims court it is!

Ordered a bed and mattress for a disabled friend. On trying to get through to confirm delivery time no answer on the after sales line, tried calling several times, left 4 or 5 messages still didn't get answered. Me autistic so need time to process events different to usual schedule. I sent 2 emails, still not confirmed delivery time, but it's only tomorrow. Nearly 5 pm now. I think that the customer service is worse than I expected. Seems impossible to get answers to questions related to delivery. Arrived with no warning. Both recipients disabled, not prepared for delivery. Had stressful morning getting people to assemble bed. Don't recommend this company to anyone disabled

Don't order unless you are sure you won't return the item. Ordered a mattress and set of waterproof pillows. Pillows weren't delivered. Had to go to the bank to get a refund despite numerous calls to this company and promises to refund. Giving two stars not one as am happy with quality of mattress.

* Complete failure to communicate.
* Ignore all emails.
* Delivery promises failed.
* Appears to operate from different locations with no link between them.
* Deal with this company at your own risk.

Great fast delivery, helpful staff when ordering over the phone and great hospital grade quality.