REM-Fit
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Good product yet with delivery issues
I researched quite a lot before deciding to purchase my REM-Fit 600 Elite King Size Mattress. Overall, I have been pleased with the product choice and value for money. The ordering process, communication, speed and service level at point of sale and Customer Support back up from a caring team have all been entirely satisfactory. All was going well until the actual delivery date when things changed. My original delivery date was cancelled at the last moment. An apology by text from the delivery agent/carrier promised an alternative date notification within 24 hours but it never materialised. Some 36 hours later I had to contact Customer Support to chase for an answer. They responded speedily but with a further 10 day delivery delay. When the delivery actually took place the main item, the mattress itself, did not arrive. I learned later in the day, it had been on the van but was not attached to my order so the agent didn't bother to question my enquiry as to why it was missing and investigate on site. Instead he dropped the other goods in my hallway and legged it before I could get to the van myself. Worse, he had removed my old mattress and seemed more keen to get away than to deal with my concerns. I contacted Customer Support immediately and, again, matters were escalated quickly. After a stressful day of phone calls and messages a reschedule promise for the following day was fixed. The same delivery agent returned the next day. He was defensive, rude and confrontational so I had to take him to task over his behaviour towards my wife and I. Consequently my entire experience has been mixed, hence the three star review only....very good in parts and exceptionally poor in one....the delivery agent, Rhenus Home Delivery. All of which is a pity because I was extremely pleased with the purchase itself and received good vibes from the product reviews and customer service through the point of sale and support. Regrettably, the appalling attitude and service level of the Rhenus' representatives soured my experience. As a footnote, Customer Support listened attentively to my concerns so one hopes this weak point will be rectified so others will not have similar problems. It has spoiled what otherwise would have been a positive eCommerce purchase.