Great mattress and delivery, would have preferred a bit more communication on shipping times
We have had our new mattress (Pocket 1000) for almost a week now and are finding a good choice, comfortable and supportive. Our previous mattress was fully foam so the bounciness that comes with the springs took a bit of getting used to but it's great now. We haven't tried the mattress protector, pillows or pillow protectors yet that came as the gift with purchase, as advised by the trial period guarantee (in case we decided to return the mattress) so I can't comment on these. The downside to the order was the delay in dispatch. On checkout I was given the option to pay extra for 1-day delivery, but as the free standard delivery was 1-5 days I felt that was adequate. However it was not made clear how long it would take to dispatch the items. Immediately on ordering I received tracking information so I felt optimistic it would be quick, however after 6 working days this had not updated so I contacted Rem-fit who explained that the whole order had been held back awaiting the free pillow protectors which had gone out of stock. For a delay that is caused by something outside of the normal packing and shipping process I would expect to be notified really. I was offered an alternative pillow protector to speed up dispatch, which I accepted, and I was told I would shortly hear from the courier. In fact I did not hear from them for a further week. Delays notwithstanding, we cannot fault the free delivery process - we chose a convenient date from a selection offered and we were notified of a 2 hour slot the day before. On the morning we received an estimated arrival time which was almost spot-on, the guys were slick and professional and took away our other mattress (well worth paying the extra for). So 5* for the product and delivery but a bit less for the communication in between (although the agent I spoke to was very polite and apologetic).