REM-Fit
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Extremely Disappointed – Poor Quality Mattress and Frustrating Warranty Process
When I first purchased the mattress, it felt great and offered good support. Unfortunately, within just a couple of years, it started causing significant shoulder and neck pain. I contacted the company to raise a complaint, and while they were initially quick to respond, things quickly became frustrating. They confirmed the purchase date and arranged for an engineer inspection—but I was asked to pay £40 for the visit. By this point, the mattress had become too uncomfortable to use, so I had replaced it and leaned the original king-size mattress against the wall in my bedroom. On the day of the visit, I asked the engineer if he needed the mattress on the floor or a bed frame for proper inspection. He assured me it was fine as it was and completed the visit. However, when the report came back, it claimed the inspection was invalid because the mattress was against the wall. I was told I’d need to book (and potentially pay for) another visit. I explained everything again and emphasized that I was no longer using the mattress due to the pain it caused. Eventually, they booked a second inspection free of charge. I requested the earliest available date, as this had already dragged on for weeks. For the second visit, I couldn’t be home, so my wife spoke with the engineer. After that, I heard nothing until I followed up—only to be told that the mattress was on the “wrong frame,” so once again, the inspection didn’t count. It feels like they’re doing everything possible to avoid taking responsibility. The mattress came with a 15-year warranty, yet it didn’t even last two years. They now say I need to buy a new king-size bed frame just so they can inspect it again—how does that make any sense? I’ve been chasing this for over four months, and despite my persistence and all the emails I’ve kept, nothing has been resolved. It’s incredibly disappointing. The product failed well before its warranty period, and the company’s handling of the issue has been slow, evasive, and unhelpful. I wouldn’t be surprised if other customers have experienced similar issues, especially with shoulder and neck pain. And I expect, like many others, this review will just receive a copy-paste generic response.