Nicholas Miller

Review of Eve Sleep

Absolutely the worst customer service ever encount...

Absolutely the worst customer service ever encountered from a company that has such bad business performance.

I had ordered a topper on Amazon which was great.

We then said we would upgrade a mattress to the hybrid premium (there top of the range) from Eve direct. Firstly, the Eve website kept on emptying the basket when we went to pay. Then it wouldn't accept payment. When we called Eve customer service they said they would send a payment link. That also didn't work. This whole process took over two hours of holding on and waiting for links etc.

Finally, we spoke to a manager who apologised and said he would take payment over the phone and provide an extra discount for the trouble.

The bed arrived and is anything but as advertised in terms of soft top layer. Because of the springs, they are very evident and uncomfortable. We called to complain and were told and also had written confirmation that we could exchange the mattress for a premium non hybrid and see if that was better. The only thing we would have to pay is a GBP 30 delivery charge. This was in writing from them and as far as I'm concerned a contract upon which we relied. I was told we would receive a link to effect the GBP 30 payment.

Several hours later I called Eve to ask where the link was, and I was informed that after consideration and review it looked like the discount we were given for the inconvenience when ordering was too great and Eve had decided that they would only exchange the mattress if we paid the difference to what they believed we should have paid (even though they gave us the discount).

At no point did they say that the discount waved our rights as the mattress is not fit for purpose due to the springs digging in. Additionally as we have in writing that they would effect the exchange, by then saying they wont they are in breach of contract.

Anyway, I wrote to the CEO James Sturrock on several occasion with not a single response. For a company in such a crowded market and by all accounts in the financial press could well be circling the drain, its incredible behaviour and if I was an investor I would be worried that yet again the leadership and management of the company may be contributing to its demise.

Finally this afternoon I received an email from their customer service after I had copied in customer care. the CEO directly, requesting their Chairman to be cc'd, as well as investor relations and press office. The email said that their CEO and also head of customer service, Kay, had been appraised of the case and maintained that whilst it was all there fault they would ignore their own accepted offer to exchange the mattress for a delivery charge and that no exchange would happen unless we made up the difference from the extra discount they gave us by their own error. (by the way, we were advised that the discount was because they wanted to make up for the terrible purchase experience).

Its such a shame and on something so easy to keep a customer happy when they were at fault.

So very uncomfortable mattress (hence no reviews), terrible customer service and terrible ownership by management.

If they want to resolve the matter they just have to say "Sorry, its been a big mistake. We will exchange the mattress as per the guarantee and as per the written binding offer if you pay the GBP 30 delivery".

Any lawyer reading this that want to sue them for breach I'd be happy to speak with and only want the mattress and you can keep the monies if there is any.

UPDATE
Just rcvd a response saying I couldn t upgrade without paying the difference. I already have the top premium mattress, so not an upgrade but changing for non hybrid because the springs can be felt and top not soft so I wanted to exchange for pure foam premium which is exactly the same price but won t have springs digging in. Again they haven t read or are trying to obfuscate. Terrible way to do business. Companies aren t just judged on when things go wrong, they are mostly judged on how they sort things out. It is so easy to resolve.