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.. and a further example of a recent lost sale ( lost sales ain’t going to improve the bank balance!).
Maybe better focusing on getting every delivery right every time at present?
minow
1 review
GB
Rated 1 out of 5 stars
2 days ago
Verified
Customer service almost non existant
No phoneline for the company takes up to 48 hours to respond to an urgent query like where is my mattress if it isn't delivered on day it has stated to be delivered. I wasn't happy with this type of customer service so cancelled my order and got a full refund. You'd expect after paying £250 that a company you ordered from would have a direct phoneline to an agent if things go wrong but not in Eve's case.
And it seems these poor people didn’t even get a Free Sloth when expected!!! ( Are lost sales due to possibly a simple telephone number to save money bit a false economy? I hope EVE have got there non telephone benefits research done proper - though beats me):-
Paul Ridealgh
2 reviews
GB
Rated 1 out of 5 stars
Updated 14 hours ago
Appalling service from Eve Sleep and DX
Reassured by Which Magazines review and Best Buy rating of Eve mattresses we decided to place an order for an Original Hybrid mattress in their January sale.
I was emailed separately on the 27th Jan by both Eve Sleep and their courier DX, both emails stated that our Original Hybrid mattress would be delivered the following day 28/01/2022 between the hours of 08.00 and 18.00Hrs.
The following morning we made sure we were up at 7am bed stripped, old mattress removed and taken downstairs ready for the local council recycling scheme. My partner and I then waited for our delivery for 11 hours unable to go anywhere or do anything much, as we waited for the courier to deliver our new mattress. The mattress never turned up, we never received any information or apology for non delivery from either the courier or Eve. At 7pm we had to drag our old mattress back up the stairs and remake the bed (fortunately we hadn't had it collected by the council!) so that we had somewhere to sleep, not that Eve or DX were bothered if we had a bed or not, judging by their lack of communication. Bed remade, I settled down to contact DX to ask for an explanation through their website "contact us" link. It is now 18.00hrs on the 31st January (three days after they were supposed to make delivery) and I am yet to receive any response from DX. Similarly I tried to contact Eve only to find that the websites on line chat is only available until 14.00hrs. Not great when you are arranging deliveries up until 18.00hrs! Still there was at least an option to leave them an email for their Customer Services department. I did so, explaining that I was not happy at not receiving any apology or explanation for non delivery, from either them or their courier and was thinking of cancelling the order and demanding my money back. I am yet to hear from Eve Sleep either, hence my feedback of 1 star. Disgusting service that doesn't even deserve 1 star really. To let down your customer without an apology or explanation is bad enough, but to then to compound that by ignoring their complaint is unforgivable. We are appalled at both Eve and its courier of choice DX, neither deserve your custom nor ours.
At least the Free Sloth is getting to customers as this TP recent review shows ( what are EVE playing at???)
Useless customer service from both Eve and DX
After placing our order we received an email with our delivery slot for the 27th, first thing in the morning. So on the 27th we got up early and struggled to get our mattress down three flights of stairs ready for collection. Half an hour after our timeslot we received a call from the driver to tell us they didn't have our mattress, but they would still come and collect our old one.
After we refused this kind offer, we eventually got a call from a lady at DX who booked us back in for a slot on the following Monday. However, she couldn't tell us where our mattress was or if for sure they would have it on Monday to deliver. I then raised this issue with Eve, who obviously couldn't care less and advised us they would look into it but not to expect a response within 48 working hours.
Over the weekend we got more emails from DX with updated delivery information, so we assumed our mattress had been found and everything would be resolved. Delivery time came and went and our delivery did not show, I called DX who assured me the driver had just been slightly delayed, it seems they are more than slightly delayed because they've failed to turn up.
We decided to go for an Eve mattress based on the recommendation from Which? - I think Which? need to update their criteria to include a score for customer service. Based upon my experience and others on TrustPilot I would strongly suggest you think twice before buying from Eve.
Oh well, at least my stuffed sloth turned up on time, a pity they couldn't package the mattress with him!
Mentioned on telegram. Not sure for how long there’ll be free sloths.
https://cdn.shopify.com/s/files/1/0187/4296/8371/files/UK_WINTER_SALE_MOBILE_b65103b4-cdc3-4ed7-bf0a-582265bf56f0_1280x_crop_center@2x.jpg?v=1642409733