Luxe Mattresses & Beds UK Opiniões 

Resposta da Luxe Mattresses & Beds UK

5/06/2026

Hi Piran,
my name is Garret, I am resolution manager at Luxe Mattresses,
First, I want to sincerely apologise for the delay with your delivery and the frustration it caused. That isn't the experience we want any customer to have, and I'm sorry we fell short on this occasion.

By way of explanation rather than excuse: we deliver to the TR postcode once a week. The first scheduled week fell during the Eid holiday period, when several of our drivers were away, so a number of routes, including yours, couldn't be covered. We rescheduled for the following week but weren't able to reach you by phone to confirm, so that slot couldn't go ahead. We then arranged delivery for this Wednesday and let you know, but we completely understand that by then you said it will be too late for you and you want the refund.

We offered a cashback as a gesture of goodwill, and when that wasn't what you needed, we've now issued a full 100% refund of the £479 you paid. You should see this back in your account within 3–5 working days, depending on your bank.

We normally pride ourselves on well-scheduled, on-time deliveries and on keeping customers informed by email and phone, our reviews reflect that, so I'm genuinely sorry this fell below our usual standard. Should you ever wish to give us another try, we'd be glad to welcome you back.
If you have any further questions about your refund, please email our payments team at payments@luxemattresses.co.uk and George will be happy to help. For anything else, you can reach us at resolution@luxemattresses.co.uk or message us on WhatsApp at 07404 978052.
Thank you again for your patience.

Resposta da Luxe Mattresses & Beds UK

11/05/2026

We sincerely apologise again for the delay with your delivery. After looking into the matter, we found that earlier in the route the delivery team had to wait over 30 minutes at another address because the customer was unavailable at the scheduled delivery time. Unfortunately, along with a few other unforeseen delays, this pushed the schedule behind for the remaining deliveries that day.

We completely understand that customers take time out of their day to receive their mattress, which is why we always aim to deliver on time and keep disruptions to a minimum. As you can see from our reviews, punctual delivery and customer service are something we genuinely care about. We truly appreciate your patience and understanding.

Resposta da Luxe Mattresses & Beds UK

12/04/2026

Hi,

Thank you for your feedback and for considering Luxe Mattresses.

We’re really sorry to hear about the difficulty you experienced trying to reach us, that’s definitely not the experience we aim to provide. It sounds like there may have been a temporary issue with our phone line, and we’re currently working to resolve this as quickly as possible.
Regarding the home trial, we completely understand your question around the payment window. Our aim is to keep the process as flexible and straightforward as possible, and we’d be happy to explain everything in detail and answer any questions you may have.

Please feel free to contact us directly at info@luxemattresses.co.uk, or message us on WhatsApp at 07404 978052. We’re available on WhatsApp from 10am to 10pm, and via email from 9am to 6pm.

We truly appreciate your patience and hope to assist you further.

Kind regards,
Luxe Mattresses Team