This seemingly generous offer to replace the whole unit resulted in much of my time wasted over the course of 6 weeks, extreme frustration, and now the hassle of having to dispose of the existing base, which is in mint condition. Honestly, Genevieve was probably the best part of this catastrophe.Īfter ordering a replacement remote control for an adjustable bed frame, which seemed so wonderfully effortless upfront, it was decided by Nectar that an entire adjustable base was shipped instead. “This has to be the worst service experience I have ever experienced with any company. I can easily say that if anyone was to ask me about a Nectar mattress, I’d simply tell them to look elsewhere. Photographs of the faulty mattress and emails of the lack of customer service I received can be provided upon request. Nectar and their courier company shown no remorse or care that my partner was disabled and we were disgruntled, with the courier company being rude and quite aggressive over the phone in booking the picking up of the mattress. We were once told that the ‘free gifts’ that came with the mattress did not have to be returned to receive the full refund, but this was contradicted later in the process where another member of the team told us that not returning the items would affect the refund, so I’m not sure how this is deemed a ‘free gift’ rather than just an accessory. At this point, the customer service team became rude and harder to deal with. When we notified Nectar that we were not happy and wanted to return the mattress, they were fully cooperative until we noted that we will not be seeking a replacement, but instead a full refund as we had no faith in the mattresses as a whole. In just 8 months, this mattress became faulty, sinking in some places causing huge discomfort especially to my partner. I bought a king sized mattress for myself and my partner who is disabled. “My experience with the Nectar Mattress was not a good one.
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