Amazing took a little longer as I didn't read email correctly my own fault but when it arrived I was amazed at the quality had a great night sleep will be ordering again for the single beds... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
The advisor who helped me with our order and post sales was brilliant. I think her name was Kate? The product is great too so I have only dropped a star because there seemed to be a delay between n... Zobacz więcej
Reakcja na opinię
They made me a mattress for my motorhome which was a funny shape but they wouldn’t make it till I gave them lots of measurements when it arrived it fitted like a glove so happy
Reakcja na opinię
Needed a topper fairly urgently to improve the tired mattress on a chair bed when family came to stay. I ordered a custom size memory foam topper which fit the bed perfectly and made it a lot more com... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
Our custom-made mattresses are available in any shape or size and can be delivered to any location in the UK within 5-7 working days. Simply input your desired dimensions into our online mattress builder, and once confirmed, we'll produce and deliver the mattress directly to your home.
Dane kontaktowe
Unit 1C, Guardian Road, NR5 8PF, Norwich, Zjednoczone Królestwo
- 0333 011 3493
- orders@custom-mattress.co.uk
- custom-mattress.co.uk
4,8
Doskonała
271 recenzji
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Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Well made product
Well made product, made to correct size. Things went wrong on timing but communication was good.
21 maja 2025
Odpowiedź od Custom Mattress
Hello!
Thank you very much for taking the time to leave us a review - we're really pleased to hear you're happy with the mattress!
We truly appreciate your understanding and patience with regards to the timing, and it's great to know our communication helped.
If you need anything from us in the future please do let us know!
Best wishes,
Custom-Mattress
All the ordering process was fine
All the ordering process was fine. As for the 7 to 14 days lead time nowhere near then excuse after excuse when you contact Will who always says I will chase it up and get back to you but NEVER did, eventually turned up after 5 weeks but without any contact customer service needs attention .Shame as most reviews are positive.
Product seems good .
27 maja 2025
Odpowiedź od Custom Mattress
Hi Paul!
Thank you for taking the time to leave us a review.
We are very sorry that we did not meet the advised lead time on your order. We completely understand how disappointing this must have been. While we always aim to meet the 7-14 working day lead time, there are sometimes factors beyond our control that can affect this, and we appreciate your patience.
I can see that our customer service team followed up with emails and telephone calls, but it seems we didn't meet your expectations and we truly apologise for that.
We're really pleased to hear that the mattress itself is good!
If there's anything else we can assist with, please don't hesitate to get in touch - we'll be happy to help!
Best wishes,
Custom-Mattress
Still have not received mattress yet…
Still have not received mattress yet very poor service.
28 maja 2025
Odpowiedź od Custom Mattress
Hello!
Thank you for taking the time to leave us a review.
We are very sorry to hear about this. Upon further investigation, on the 2 Jun 2025, 12:55 we contacted you regarding an unforeseen transport issue with DPD, and after this was raised with the team I can see that your mattress was delivered the following day.
I can also see that we have offered you a £20 goodwill gesture for the inconvenience.
Once again, we sincerely apologise for the disruption, and if there’s anything further we can do for you, please don’t hesitate to reach out.
Best wishes,
Custom-Mattress
Quality with service
Brilliant communication, mattress had to be made to fit a lippert bed with a curve, absolutely spot on with measurements. For the price I wasn't expecting the quality to be so good. Highly recommend
3 czerwca 2025
Opinia niezależna
Odpowiedź od Custom Mattress
Hello!
Thank you for taking the time to leave us a review and for your fantastic feedback.
We're so pleased the mattress fits perfectly! We are also delighted that the quality exceeded your expectations.
Thank you for recommending us - it really means a lot.
If you need anything from us in the future please do let us know!
Best wishes,
Custom-Mattress
Exceptional
On ordering a mattress from the start was an easy process and communication from the company was good.
The customer service was exceptional and they were very helpful and friendly.
I would highly recommend this company and would definitely use again.
21 maja 2025
Odpowiedź od Custom Mattress
Hi Ken,
Thank you for taking the time to leave us a review!
We are delighted to hear that the ordering process was smooth and that our team could provide a helpful and friendly process.
Your recommendation truly means a lot to us and we look forward to helping you again in the future!
Best wishes,
Custom-Mattress
Excellent mattress topper
Excellent mattress topper. There were some issues with production outside the company's control which delayed delivery, but I was kept up-to-date so I would rate the customer service very highly.
21 maja 2025
Odpowiedź od Custom Mattress
Hello!
Thank you for taking the time to leave a review, and for your kind words and understanding!
We are so pleased that you are happy with your custom mattress topper and truly appreciate your patience during the unforeseen production delay. It's great to hear our customer service team kept you well informed - we'll be sure to pass on your feedback.
If you need anything from us in the future please do let us know!
Best wishes,
Custom-Mattress
Paid for the mattress and didn't…
Paid for the mattress and didn't realise I had to confirm sizes and that I wanted to go ahead with the order, the fact I paid immediately should have been confirmation enough? Then waited a further 2 weeks with no delivery date only found out that there was a problem with a machine that required a part when I asked for an update. Was told item was dispatched Took a further week to arrive. The mattress was ordered for a camper and due to this delay had to use a blow up mattress for a weekend.
21 maja 2025
Odpowiedź od Custom Mattress
Hi Michael,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and the inconvenience this caused, especially with your trip.
We do state on our website that we’ll email you after purchase to confirm all your details — this is an important part of our process to make sure your custom mattress is exactly right for you. This confirmation email was sent on 24th April 2025 at 16:30.
We’re also very sorry for the delay caused by the unexpected sewing machine breakdown. Our customer service team emailed you about this, and also tried to reach you by phone to keep you informed.
We genuinely appreciate your understanding, and we’re sorry again for the disruption this caused. If there’s anything more we can do for you, please don’t hesitate to get in touch.
Best wishes,
Custom-Mattress
Brilliant the mattress you made with…
Brilliant the mattress you made with a bit of guess work was spot on credit to all the team will always come back thank you so much
22 maja 2025
Opinia niezależna
Odpowiedź od Custom Mattress
Hello!
Thank you so much for taking the time to leave a review and for your kind words!
We are really happy to hear the mattress was perfect for you. It means a lot to know you’d come back to us, and we’ll be here whenever you need.
Thanks again from all the team!
Best wishes,
Custom-Mattress
Opened Mattress Today
Just opened the mattresses today for our holiday chalet. Look great and fabulous fit!
1 maja 2025
Odpowiedź od Custom Mattress
Hi Susan!
Thank you very much for taking the time to leave a review.
We’re so glad to hear the mattresses look great and fit perfectly in your holiday chalet.
If you need anything from us in the future please do let us know!
Best wishes,
Custom-Mattress
Great service from ordering to…
Great service from ordering to delivery. Excellent quality mattress custom sized for our camper van. Thank you.
1 maja 2025
Odpowiedź od Custom Mattress
Hello!
Thank you for taking your time to leave a review - we are thrilled to hear that everything went smoothly from ordering to delivery and that you are happy with the quality of your custom mattress.
Enjoy your travels and if you need anything from us in the future please do let us know!
Best wishes,
Custom-Mattress
Fantastic customer service
Fantastic customer service, catered to our needs brilliantly with fast replies and help via email. Would definitely purchase from this company again
30 kwietnia 2025
Opinia niezależna
Odpowiedź od Custom Mattress
Hi Dan!
Thank you so much for taking the time to leave us a review and for your kind words.
We are delighted to hear that our team could assist you so quickly. It means a lot to know that you'd choose us again and we look forward to helping you whenever you need us.
Best regards,
Custom-Mattress
Great mattress,shaped to fit nicely
22 kwietnia 2025
Odpowiedź od Custom Mattress
Hello!
Thank you for taking the time to leave a review. We're really glad to hear the mattress fits nicely and that you're happy with it.
We appreciate your support. If you need anything from us in the future then please do let us know!
Best wishes,
Custom-Mattress
Really good service
Really good service, good description on how to measure for new mattress.
Delivered on time.
22 kwietnia 2025
Odpowiedź od Custom Mattress
Hi Rob,
Thank you very much for taking your time to leave a review - we are so happy that you are pleased with the service and that you found the measuring guide clear. It's great to know your delivery arrived on time.
We appreciate your support and hope you enjoy your new mattress. If you need anything from us in the future please do let us know!
Best regards,
Custom-Mattress
Excellent service from start to finish.
Excellent service from start to finish.
Great quality product at an amazing price.
10 kwietnia 2025
Opinia niezależna
Odpowiedź od Custom Mattress
Hello,
Thank you very much for taking your time to leave a review and for your kind words!
We're thrilled to hear that you had a great experience and that you're happy with the quality and value of your mattress.
We appreciate your support and if you need anything at all in the future then please do let us know!
Best regards,
Custom-Mattress
Be careful about ordering a bespoke mattress
I was looking to order a replacement mattress for my daughter's bed. I found some companies selling them online but wasn't happy with the depth as most were under 13cm. So, I thought it would be best to order a custom size mattress as I already had the dimension as far as width and height was concerned and it was a simple replacement of a European Toddler bed mattress, size 80cm x 180cm. I first looked into 3 companies selling them online including efoam.co.uk and customsizebeds.co.uk and of course www.custom-mattress. I ordered a bespoke mattress with www.custom-mattress as it had good reviews on Trustpilot (although I am aware that Trustpilot gets paid by companies so it can be impartial or selective in publishing reviews at times).
The original order was correct with the dimension of 80cm x 180cm. Order was made on 11/03/2025. I received the mattress on 22/03/2025, size 81.5cm x 180.5 cm which was not what I ordered and clearly was bigger. Prior to and also shortly after placing the order I also clearly stated to them in bold that it was a replacement mattress and that my old mattress size was 80cm x 180cm. What concerned me most is that this company refuses to acknowledge the blunder they made and consider fixing it, instead, they were coming up with all sorts of reasons and excuses, even attempting to charge me £100 for taking the mattress back for reworking/delivery. They stated that in their terms and condition which they emailed me on the day of order it stated about some 2cm tolerance, however, I swiftly pointed out that the link never worked and even provided them a screenshot evidence of it. Think twice before ordering from them. Thankfully, I ordered it with a credit card so I have logged a Section 75 claim for it as the item is not as per order/described.
22 marca 2025
Opinia niezależna
Odpowiedź od Custom Mattress
Hi Shah!,
Thank you for reaching out and taking the time to leave a review.
We appreciate the opportunity to clarify the £100 charge we discussed during our call. This is a subsidised cost that covers the collection of your mattress, reworking it to the adjusted dimensions, producing a new cover, and delivering it back to you. The full cost of this process is actually higher, but we wanted to offer this as a way to assist you.
At the time of purchase, you confirmed that the dimensions of 80cm x 180cm would perfectly fit your bed frame. Our online measurement guide recommends leaving a 1cm gap on each side of the mattress for ease of fitting and to accommodate bedding. However, after reviewing the images of your bed frame, we have both acknowledged that 80cm x 180cm may not fit as intended, and an adjustment to approximately 79cm x 179cm would be necessary. This differs from the dimensions originally confirmed in your order.
Additionally, as stated in item 6:3 of our terms and conditions, we operate within a manufacturing tolerance of up to 2cm on both the width and length of our products. This is in accordance with BS1334 legislation and ensures industry-standard production processes. While no mattress will be produced to the exact millimetre, these tolerances are in place to ensure quality and consistency.
We also want to take a moment to address your comment regarding Trustpilot reviews. We do not pay for reviews, nor do we have any influence over which reviews are published. All of our customer feedback is genuine, and we encourage honest experiences from our customers—both positive and negative—as they help us improve our service and products.
We believe the solution offered is a fair way to ensure your mattress meets your needs. Please let us know if you have any further questions or if there’s anything else we can assist with.
Best regards,
Custom-Mattress
Speedy service and a helpful telephone…
Speedy service and a helpful telephone query resolved quickly.
10 marca 2025
Odpowiedź od Custom Mattress
Hi Kent!,
Thank you for taking the time to leave a review - we are so happy that you are pleased with the customer service that you received when ordering your custom mattress.
If you need anything from us in the future please do let us know!
Best regards,
Custom-Mattress
It was Great
4 marca 2025
Odpowiedź od Custom Mattress
Hi Rick!,
Thank you for taking the time to leave a review - we are so happy that you are pleased with your shopping experience.
If you need anything from us in the future please do let us know!
Best regards,
Custom-Mattress
Odpowiedź od Custom Mattress
Hi Gary!,
Thank you for taking the time to leave a review - we are so happy that you are pleased with your shopping experience with us.
If you need anything from us in the future please do let us know!
Best regards,
Custom-Mattress
Fast and efficient service from start…
Fast and efficient service from start to finish, ordering 3 custom mattresses for our boat.
21 lutego 2025
Odpowiedź od Custom Mattress
Hi!,
Thank you for taking the time to leave a review - we are so happy that you are pleased with your shopping experience and the customer service provided.
If you need anything from us in the future please do let us know!
Best regards,
Custom-Mattress
Great workmanship and great…
Great workmanship and great communication throughout great people to do business with very satisfied with the final product
27 lutego 2025
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