The Mattress Recycling People Avis 

Excellent service would use again

I was quite worried after reading recent reviews, but it all went very smoothly, and as set out on their website After booking the collection, I got an immediate confirmation email and then a follow up email the day before collection, confirming the date I'd booked and giving me the 2 hour window. I could track the delivery on the day, and they also called a few minutes before arrival. This was slightly earlier than the timeframe provided, but that wasn't a problem for me

Worse company have ever dealt with in 50years.
A simple job failed to collect on 2 days. Then wanted
me to arrange a 3rd day. I should have read reviews
before contacting them pay up front and then you get
this shoddy treatment

Why do IKEA partner with this company? Very poor reviews already and another from me - did not turn up to collect my mattress and have not responded to my emails. The actual collection company’s customer service (Arrow XL) have been great in sorting out and responding but not these - useless

I paid and booked a mattress collection a week in advance but received no confirmation. I emailed to confirm if they were coming, and they eventually replied. I specified that I could only be available on a particular date between 11am and 5pm. The customer service representative assured me they would inform the team (ArrowXL). I emphasised that I had moved away and this time frame was the only period my landlord allowed me to be there. They acknowledged this, but on the day, I received an SMS and email stating the collection would start from 10am.

I called the driver, explaining I couldn't be there until 11am and had already informed customer service. The driver was extremely rude and refused to cooperate. I said I would try to arrive by 10:30am and asked if they could adjust, but the driver flatly said no. Despite my efforts to get there by 10:30am, the driver arrived at 10:04am, called to check if I was there (even though I had said I wouldn't be there until 11am), and then rudely hung up when I reiterated my arrival time. I tried calling him ten times, but he wouldn't answer.

The mattress recycling company does not have a customer service hotline, so I could only email them. A few hours later, they replied, saying they would ask ArrowXL to collect on another day. However, I had already informed them multiple times that I had moved away and could not be there again due to landlord restrictions. They offered no further assistance.

I then called ArrowXL, and their responses were even worse. I am compelled to leave this review to inform others of the truth. AVOID AVOID AVOID!!!

So an update and the final review. After 3 days ArrowXL came to pick up the mattress and bed frame. The Mattress Recycling customer care did keep in contact but there is no name or contact details. I'm glad they rescheduled the pick up with ArrowXL and glad it is sorted now but I paid a lot of money and this was a shoddy experience!

I so wish I read the reviews before booking. I ordered a mattress collection and paid extra for collection from room of choice. I was given a two hour slot the evening before as promised. On the collection date, the slot came and went, the driver was an hour late. They rang 40 min before arriving and asked if the mattress was downstairs. I explained that I paid extra for collection from room of choice but they insisted that it was not on their paperwork so if I wanted them to collect it from upstairs, I had to sign a consent to say that they were not liable for any potential damages to the property. To save myself further hassle, I agreed. The two chaps were very professional and helpful, hence two stars, however, when I contacted the company regarding this, they were quite abrupt and denied there was an issue at all. Their customer service is extremely poor and I do wonder how this company is still operating. I guess, like me, most people don't read reviews before booking.

Terrible company, terrible customer service. Don’t waste your money, you’ll just be disappointed when they forget to collect your items on the day you requested.

AVOID AVOID AVOID!!!
DO NOT USE THIS COMPANY OF THEIVES!!
They take your money and schedule a collection and then don’t turn up and say that no one was home.
If you reschedule and cancel prior than 48 hours before the arranged collection (as stated in their T&Cs to get a full refund) they will conveniently change their T&Cs and blame you for not being available for the original collection day and refuse to refund you. If you ask for proof that someone came to collect on the original scheduled day, they will send you a photo of your door on the day of the rescheduled collection. Extremely poor and rude customer service team that think you were born yesterday

Paid for collection of a mattress. Didn’t realise the job is farmed out to Arrow Xl (despite the picture on the website of their own vans!) - Realised you have to wait in for the collection- all day waiting for a mattress to be collected - be careful, it isn’t what it seems. Won’t use again.

DO NOT USE
SHOCKING COMPANY
THEY TAKE YOUR MONEY AND DON'T delivery a service

Booked a mattress collection three weeks in advance

Contacted them via email three times. Not responses
Day before collection I rang the number which transfers you to Arrow XL collections. Order had been passed to them but no date or info sent so no collection can be made. They've had my money for 3 weeks, done nothing and now I am left sorting it

They arranged collection and cancelled at the last moment - having waited all day - twice. Hopeless, we cancelled and based on others poor experience used Visa to claim the refund. Waste of time

The company were very good with keeping us informed of what was happening. I had texts emails and a phone call when they were outside. We made sure it was ready and made it as easy as possible for them. They were an hour earlier than they said but that suited me. Good service all round.

Payment was taken but no collection was made. They cancelled twice and have not even tried to reschedule. They do not answer the phone and there has been no response to email. Laughably, they sent a customer satisfaction survey for the failed collection. So they at least have a sense of humour. Do not use this company

Dreadful experience. Arrow XL are subcontracted to actually collect the mattresses. Collection was delayed a day due to the ‘weather.’ This was a costly nightmare as the house was being sold. 30 minutes before collection Arrow XL called and insisted the mattresses had to be wrapped or they wouldn’t collect them. We frantically tried to wrap 3 mattresses with bin bags and tape. The mattresses were pristine and hardly used. Arrow XL people were rude and unhelpful. We ended up having to get some of the mattresses down the stairs ourselves. TRC not very interested. Avoid at all costs

Appalling company. Refused to take the bed and mattress because of my elderly parents' stair lift. Made my dad sign a disclaimer. Then they claimed the bed is a 'bio hazard' because it has 'faeces' on it - on the side of the divan. Absolutely ridiculous claim - just didn't want to take the bed down the stairs.

Booked a mattress collection in Bristol and the experience was great. Easy booking system, updates from the collecting company the day before, morning of and a call 30 mins before and they collected with no issues. Would recommend!

Very easy to arrange on website.Collection as stated,very helpful and turned up when they said.No problem. Thank you.

I paid to have a mattress taken away , when the van came to collect they wouldn’t take it because it was put outside ready for them! They had no idea wether it would have been recycled had they taken it, I suspect not,
A scam company and would avoid at all costs

As a woman who lives on her own, there’s no way I can carry a double mattress downstairs so I chose the Mattress Recycling People specifically because they offered a facility where the item would be collected from room of choice.

Having placed my order (including collection from room), I was not impressed to be told, on the day by the driver, that they were only prepared to collect items that were already downstairs. When I tried to remonstrate, I was blithely told that I could complain as much as I wanted to their Head Office. The specifics of my order apparently counted for nothing.

No explanation was given as to why they chose to breach the terms of the agreement. Though when the driver did turn up, he appeared to be mid-sixties and in not particularly good shape, so I assume he simply wasn’t physically up to the job.

My advice would be to avoid this company at all costs. They are encouraging the public to enter into contracts that they have no intention of fulfilling.