MyNextMattress.co.uk Avis 

I ordered a mattress on 14/03 with a confirmed delivery date of 13/04. I took a day off work and disposed of my old mattress in preparation. No one arrived, and I received no call, SMS, or email to warn me of any delay.

When I contacted customer service, I was told a voicemail had been left - but my call log shows no missed calls or messages, and they had my correct number and email the entire time. I had to chase repeatedly to find out what happened.

The delivery has now been pushed to 04/05, meaning almost a month’s delay. With a 5‑month‑old infant at home, this has had a real impact on our sleep and routine.

After escalating, a manager responded and offered £50 as a goodwill "allowance". While I appreciate the gesture, it feels very minimal given the disruption, the lack of communication, and the time spent trying to resolve this.

Update 04/05

Today, the delivery team from AIT Home Delivery arrived (three men) and immediately demanded that I sign a waiver accepting responsibility for any damage they might cause. I declined, as this is not standard practice. The path was fully cleared, and the mattress fits through the doorway — in the past, a team of two delivered the same size mattress through the same doorway without difficulty, so access is not the problem. The stairs in this standard semi‑detached house are also wide enough for a super king mattress to be taken up, and a similar size mattress has been delivered upstairs before without any issues.

Despite this, the crew refused to proceed, took photos at the door, phoned MyNextMattress, and marked the delivery as failed. This resulted in a further day of disruption with no progress.

After this, I checked AIT Home Delivery’s reviews and found many complaints from other customers about damage, refusal to deliver, and being pressured to accept responsibility for potential damage. This appears to be a recurring issue with their delivery partner.

Given Harrison Spinks’ reputation for producing high‑quality mattresses, it is surprising that their products are being handled by a reseller and delivery partner whose service levels are this inconsistent. The gap between the manufacturer’s standards and the experience delivered by the retailer and AIT Home Delivery is noticeable.

After a month‑long delay, lack of communication, and now a failed delivery caused entirely by the delivery company’s conduct, I am still waiting for a proper resolution and a goodwill gesture that reflects the disruption.

Update 07/05

I have received only one call in the last 48 hours, with no voicemail, no email, and no written response. I have asked to continue the conversation in writing so everything is properly documented, but I have not received any update. I am still waiting for a clear written plan for resolution.

From ordering to delivery excellent very prompt service. Delivery guys were great they offered to take it upstairs for us and put it on the bed. What nice guys . Although they didn't because i had help anyway the offer meant everthing. Really pleasant experience .

I only placed this order after specifically calling to confirm the item was in stock, as delivery time was crucial. During that phone call, I was told that if a delivery date was showing, then the item was in stock, and I was also told that the company has the money to be able to afford holding mattresses in stock, unlike some other retailers who make them to order. This reassurance was the deciding factor in my choosing to place the order.
I was later informed that this information was incorrect due to an internal stock allocation error. While customer service apologised and explained the issue, the incorrect advice meant I missed out on a delivery I could have had next week and a £50 cheaper price from another retailer.
I have decided to keep the order, but this situation occurred despite me taking the extra step of calling specifically to avoid exactly this issue. As a result, the overall experience has been disappointing.

Prompt delivery good mattress well priced friendly people

Excellent service from beginning to end. Would highly recommend.

Next day delivery and a fantastic SleepSoul 1000 mattress for an ottoman bed. My sleep has improved 1000%!

Very good service , the quality of the mattress is excellent and is well made .
The delivery men and their communication were the very best that I have experienced

The mattress arrived 3 days earlier than expected. The delivery team kept me fully informed of the delivery and were very helpful taking it to the bedroom for me.

The order process was easy from start to finish and a great price. The mattress is great, no concerns so far. One star deducted for the courier service which wasn’t great.

Ordered an Emma mattress - great service, fast delivery and the best nights sleep!

Very prompt deliver, and excellent delivery guys.
Matress is very comfortable and well made.

Excellent, would use your company again

Quick delivery. The item was exactly what I expected.

Great service, good price, quick delivery, helpful staff

Good price, excellent and helpful response from a real person when I phoned and quick andh elpful delivery, unpacking and mattress removal from excellent two man team

I was personally wary of purchasing mattresses via an online platform.However the process turned out to be effortless and the lines of communication between the company and myself was impeccable. From placing the order to delivery was a pure delight and being updated meant I had no issues or concerns. The two delivery lads were efficient and informed me of their delivery time. All in all a great online retail experience .HIGHLY RECOMMEND THEIR SERVICE.

Poor communication. Did not read delivery notes then charged me cash to take the mattress away.

Great service and delivery

My mattress was delivered Thursday and after 4 nights use my excruciating back pain is completely gone and I can stand up straight. For that, I should give the mattress 5 stars. The only thing stopping me is the depth of it. Despite having a very low bed, this mattress is so high that if I sit on it, my feet don’t touch the floor.

Delivery was today , mattress looks very clean and well packaged, overall delivery was excellent. The guys were great.
My next mattress were easy to deal with and kept me updated , looking forward to sleeping on the mattress but it feels good after a test .