We had a great delivery service and great customer service experience. We chose the Kingsford upholstered bed in pink velvet after ordering free samples to decide which fabric worked best for our daug... Se mer
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Det här tycker kunderna
Driver was rude and wouldn't take mattress upstairs to bedroom. We are in our 80's and had to pay a neighbour to take mattress to bedroom. We paid to have our original mattress taken away, they did t... Se mer
Företaget har svarat
The bed is really nice but the mattress was a bit cheap. They didn't answer the phone much but occasionally you could get through. they didn't remove packaging But I'll give 5 stars anyway becau... Se mer
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Amazing service from choosing our bed to delivery. The quality of the bed is beautiful. Honestly made to perfection. The delivery drivers ere absolutely amazing to very polite and careful when unloa... Se mer
Företagsinformation
Skrivet av företaget
We Are A Leading Brand Specialising In Hand Crafted Bespoke Beds And Mattresses Serving The Whole Of The UK. At Adeline Waterson, We Believe In Transforming Everyday Into Extraordinary Experiences. With Over 15 Years Of Experience, We Have Perfected The Art Of Bed-Making, Crafting Thousands Of Bespoke Beds That Combine Luxury, Comfort, And Durability. Our Extensive Expertise Allows Us To Understand And Meet The Needs Of All Our Customers, Ensuring Each Bed Provides The Ultimate Sleeping Experience. At Adeline Waterson, We Believe In Giving Back. For Every £100 You Spend With Us, We Donate £1 To Local Charities And Charities Across The UK Supporting Underprivileged Families And Environmental Initiatives. This Commitment To Charity Is Central To Our Mission Of Providing High-Quality, Eco-Friendly Products While Making A Positive Community Impact. By Choosing Adeline Waterson, You're Not Only Enhancing Your Home But Also Making A Difference By Helping Those In Need. Our Mission Is To Redefine Comfort By Offering Innovative, Sustainable, And Customisable Products That Meet The Unique Needs Of Each Of Our Customers. We Are Committed To Excellence In Every Aspect Of Our Business, From The Materials We Use Down To Our Excellent Customer Service. If You're Unsure On What You Need, Or What May Be Right For Your Space, Get In Touch With One Of Our Experienced Sales Team Who Are Always Happy To Help. With Over 15 Years Of Industry Experience We are Confident We Can Help whatever The Challenge! We Look Forward To Hearing From You Soon. - Adeline Waterson
Kontaktuppgifter
Storbritannien
- adelinewaterson.co.uk
4,3
Utmärkt
166 omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 80 % av sina negativa omdömen
Svarar vanligtvis efter mer än 1 månad
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Beautiful bed
We had a great delivery service and great customer service experience. We chose the Kingsford upholstered bed in pink velvet after ordering free samples to decide which fabric worked best for our daughter’s bedroom. The bed was so easy to put together!
14 maj 2026
Omdöme utan inbjudan
Incredible service and smooth process
Amazing service from choosing our bed to delivery. The quality of the bed is beautiful. Honestly made to perfection. The delivery drivers ere absolutely amazing to very polite and careful when unloading.
Overall I would 100% purchase again.
22 maj 2026
Omdöme utan inbjudan
Very pleased with the service i…
Very pleased with the service i received, fast, reliable and quality!(First time using these)
Highly recommend!
9 juni 2026
Omdöme utan inbjudan
I am very happy with my new mattress
I am very happy with my new mattress
Fast delivery with updates.
Comfortable as well
Perfect 👌
6 juni 2026
Omdöme utan inbjudan
Excellent service
Excellent service , highly recommend, top quality materials used , very impressed .
21 maj 2026
Omdöme utan inbjudan
Great first purchase, frustrating second experience and disappointing customer service
My first experience with Adeline Waterson was very positive. I ordered a double bed and was pleased with both the quality and the service, which is why I returned to place a second order.
Unfortunately, my second order, a single bed with left-hand side drawers, was delivered incorrectly. The drawers were on the wrong side, making the bed unsuitable for the intended space. The bed was returned, but more than three weeks later the matter remains unresolved.
Communication has been extremely disappointing. I only receive updates when I contact the company myself. I was promised a replacement delivery last Saturday, but it never arrived and no explanation was provided.
It is frustrating that a straightforward issue has taken so long to resolve. While my first purchase was excellent, the handling of this order, the lack of communication, and the failure to follow through on promises have left me very disappointed.This version is firm, factual, and difficult to dispute because it focuses on what happened rather than making accusations.
I have requested for a refund as was told that I would be refered to the manager. Whichever way, i need my refund asap.
8 juni 2026
Omdöme utan inbjudan
Mattress is perfect
Mattress is perfect, just what I ordered. On the other hand, my delivery day was missed up after calling them and requesting my preferred day, my order turned up on a different day.....thankfully I had paid for them to recycle my old mattress so still had that. On the other hand the delivery service was awful! They arrived at 9.30pm, no communication from the couriers, dropped the mattress without unwrapping and wasn't happy they were taking the old one. Also, before arriving a received a WhatsApp message stating it would be delivered only to a ground floor.....thankfully I live in a bungalow!!
Adeline Waterson......you need to look at your courier service!!
6 juni 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for taking the time to leave a review.
We're delighted to hear that you are pleased with your mattress and that it is exactly what you ordered.
However, we are very sorry to learn about the issues you experienced with the delivery. We understand how frustrating it must have been for your preferred delivery day not to be honoured, followed by a late evening delivery and poor communication from the courier.
The service you received does not reflect the standards we expect from our delivery partners. Your comments regarding the lack of communication, the handling of the mattress, and the confusion surrounding the collection of your old mattress have been noted and will be passed on to the courier company for review.
We appreciate your honest feedback, as it helps us identify areas where improvements are needed. While we're pleased that you're happy with the mattress itself, we sincerely apologise that the delivery experience fell short of expectations.
Thank you again for bringing this to our attention.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Driver was rude. …
Driver was rude and wouldn't take mattress upstairs to bedroom. We are in our 80's and had to pay a neighbour to take mattress to bedroom. We paid to have our original mattress taken away, they did that then just drove off without moving the new mattress. We contacted the company who apologised and offered us. a refund on mattress removal and small compensation for our trouble.
3 juni 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for taking the time to leave a review.
We are very sorry to hear about your delivery experience. This is not the level of service we expect our customers to receive, and we completely understand your frustration, particularly given that you had paid for your old mattress to be removed and were relying on assistance with the new mattress.
We sincerely apologise for the driver's conduct and for the inconvenience caused. We appreciate that having to arrange and pay for a neighbour to move the mattress upstairs was far from ideal.
As discussed, we have refunded the mattress removal charge and provided compensation as a gesture of goodwill. We have also shared your feedback with the delivery team to help ensure similar issues do not occur in the future.
Thank you for bringing this matter to our attention, and we hope that despite the delivery issues, you are pleased with your new mattress.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Svar från Adeline Waterson
Thank you for taking the time to leave us a review.
We're delighted to hear that you found the ordering process easy and that you were kept informed throughout the delivery process. Providing clear communication and a smooth customer experience is something we strive for, so it's great to know we met your expectations.
We truly appreciate your support and hope you enjoy your purchase.
Kind regards,
Sarah Harper
The Adeline Waterson Team
Not a great experience
This is the first time I have every wrote a review in my life but Ive never had customer service so bad. First of all over a week ago the promotion wouldn't work on the website I tried calling, no answer I tried the online chat nothing! I then send an email and eventually got a reply but the promotion still didn't work. I eventually got through to someone who said the promotion wasn't correct that's not really my issue but I moved on and looked at a different promotion. This didn't work either Rang back and was told she would speak to her Manager and get back to me with a code rang i heard nothing. I rang back again was told she was still waiting for code and would get back to me, this was Tuesday and this is now Friday I've got no idea why the company do not want to sort my order and rectify why the website doesn't work and promotions are incorrect and no one replies or gets back to its customers and I'm so disappointed and frustrated with the whole situation to be honest. I've tried calling again this morning no answer again so I'm hoping someone sees this and decides to explain. Other people have wrote lovely reviews what went wrong?
5 juni 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for taking the time to share your experience, and we're very sorry to hear about the frustration you've encountered.
We understand that some customers have been experiencing issues with promotions on our website, and we have already informed the relevant team so they can investigate these errors further.
We sincerely apologise for the inconvenience this has caused. We'd really like the opportunity to look into your case properly and help resolve the matter for you. Please could you contact our office once again, and a member of the team will be happy to assist further.
Thank you for bringing this to our attention, and we hope to restore your confidence in our service.
Sarah Foster
Adeline Waterson Customer Support Team
Svar från Adeline Waterson
Thank you for taking the time to leave us such a wonderful review.
We are delighted to hear that you had a positive experience with our company. Providing excellent service and support to our customers is always our priority, so it's great to know that we met your expectations.
We truly appreciate your kind words and your support. We look forward to assisting you again in the future.
Kind regards,
Sarah Foster
The Customer Service Team
Great bed and very good customer…
Great bed and very good customer service. Thanks
29 maj 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for taking the time to leave us a review.
We're so pleased to hear that you're happy with your bed and the service you received from our team. We work hard to provide both quality products and excellent customer care, so it's wonderful to know that this was reflected in your experience.
We truly appreciate your feedback and thank you for choosing us. We wish you many comfortable nights ahead and look forward to assisting you again in the future.
Best wishes,
Sarah Foster
Adeline Waterson Customer support Team
From order to delivery 10 days…
From order to delivery 10 days Including a bank Holiday.
I ordered a winged headboard and it's absolutely beautiful.
Delivery chaps were lovely and took care in my home.
30 maj 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for your fantastic review.
We're delighted to hear that you received your order so quickly, especially over a bank holiday period, and that you're pleased with your new winged headboard. It's wonderful to know that it has met your expectations.
We're also pleased to hear that our delivery team made a positive impression and took great care while in your home. We'll be sure to pass on your kind comments to them.
Thank you for choosing us, and we hope you enjoy your beautiful new bed for many years to come.
Kind regards,
Sarah Foster
Adeline Waterson Customer Support team
Affordable
The bed is really nice but the mattress was a bit cheap. They didn't answer the phone much but occasionally you could get through.
they didn't remove packaging
But I'll give 5 stars anyway because they're really friendly and good service. They came back to make a repair on the bed frame which was most appreciated.
30 maj 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you for taking the time to leave us a review and for awarding us 5 stars.
We're pleased to hear that you're happy with your bed and that you found our team friendly and helpful. We also appreciate your feedback regarding the mattress, telephone availability, and packaging removal, as this helps us identify areas where we can improve.
Most importantly, we're glad that we were able to resolve the issue with the bed frame and that our team could return to carry out the repair to your satisfaction. Providing good after-sales support is very important to us, and we're delighted that we were able to put things right for you.
Thank you again for your kind comments and support. We hope you enjoy your bed for many years to come.
Kind regards,
Sarah
Adeline Waterson Customer Support Team
Absolute chaos
Absolute chaos, I haven’t been able to get hold of anyone at the company and keep getting what’s app messages from random numbers and can’t track my purchase on the app.
I have no idea where my bed is and when it will be delivered!
30 maj 2026
Have not received anything yet.
27 maj 2026
Omdöme utan inbjudan
Very amiable to your needs
Very amiable to your needs. Very flexible with deliveries and product. All round great service with a great company. Their choices of fabrics are good quality and lots of variety. Their prices are very reasonable for the quality. My headboard is beautiful, very pleased
1 maj 2026
Svar från Adeline Waterson
Thank you for your lovely review.
We’re really pleased to hear that you found our team helpful and flexible with your delivery and product options. It’s great to know you’re happy with the quality and variety of our fabrics, as well as the value we aim to provide.
We’re especially glad you’re so pleased with your new headboard and that it has made a positive difference in your home.
Thank you again for your kind words and support, we truly appreciate it.
Kind regards,
Adeline Waterson Customer Support Team
Good news Ordered on a Tuesday & delivered by…
Ordered on a Tuesday & delivered by Friday, Great experience. Along with good communication
15 maj 2026
Svar från Adeline Waterson
Thank you for your wonderful review.
We’re delighted to hear you had a great experience with us and that you were happy with the delivery time and communication throughout your order.
We truly appreciate your support and hope you enjoy your new bed.
Kind regards,
Sarah Harper
Adeline Waterson Team
Lovely reply from this company to a…
Lovely reply from this company to a problem I had with their mattress, definitely a company to be trusted
13 maj 2026
Omdöme utan inbjudan
Svar från Adeline Waterson
Thank you so much for your lovely review, Carole.
We’re really pleased we were able to help resolve the issue with your mattress and truly appreciate your kind words and trust in our company.
Your feedback means a lot to us, and we hope you continue to enjoy your purchase.
Kind regards,
Sarah Harper
Adeline Waterson Team
Great service!
The customer service and delivery team were amazing, going above an beyond when I had an immediate need for fast delivery. I'm really grateful. The mattress is great, I wouldn't hesitate to purchase from again. Thankyou :)
12 maj 2026
Svar från Adeline Waterson
Thank you so much for your wonderful review!
We’re delighted to hear that our customer service and delivery team were able to help when you needed a fast delivery. Going above and beyond for our customers is always our goal, so your kind words truly mean a lot to us.
It’s also fantastic to hear that you’re happy with your mattress, and we really appreciate your recommendation and support.
Thank you again for choosing us, and we hope you enjoy many comfortable nights ahead!
Kind regards,
Chloe Ford
The Adeline Waterson Team
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