UK Omdömen 

I purchased the REM-Fit® Pocket 1000 Hybrid Mattress last month. Everything went smoothly, from purchase to delivery. And I’m very happy with the comfort and support of this mattress.

Arrived in s battered box that was taped up.
Left pillow to air for a few days as i’d seen advice on a review.
Airing didn’t help, it absolutely stinks! How are people supposed to sleep on it with that smell?
Despite not using yet, i can’t get a refund as it’s opened.
Don’t waste your money

Two failed attempts to have a replacement mattress shipped for a warranty swap, one last Wednesday and another today. Both times I’ve been given no way of speaking to someone directly, it’s all as and when they email back, their “live chat” is not a live chat, it’s just an enquiry form with a chatbot.
I haven’t been able to get a clear answer about what’s happening, because the information is so vague.
Despite my attempts to contact DX Logistics, Rhenus or REM-Fit I’ve come to learn that all three companies haven’t got any direct communication channel for customers meaning there’s no way of knowing if you’ll be getting a real answer, or just a chatbot parroting basic and unhelpful advice that don’t let you talk to someone. They all use a “live chat” feature that’s a useless chatbot.

I know my situation is an unprecedented one, but I have been waiting for a reply to the fact that my order was once again cancelled with no prior notice, and I only found out after I’d moved everything around to make space for this delivery for a second time in less than a week.
I thought it was bad enough to get a text saying my mattress never made it to the depot and the delivery is cancelled after less than 5 minutes of the 2 hour delivery timeslot, and I emailed REM-Fit as soon as they message came through at 09:20am, after having woken up at 6:30 to make sure everything was well prepared for the exchange, just as I had done last week (I didn’t find out until after that timeslot had ended). I emailed REM-Fit as soon as I could, it is now 14:12 and so far I have had automated replies to messages on the live chat, and one email saying they’re escalating the issue and someone is I’ll be in touch. That was all before the courier arrived to remove my old mattress, telling me the replacement one is in a different van, which is clearly not true because Rhenus already told me they don’t actually have the item to deliver. Nobody has bothered to even acknowledge my emails and messages, and there’s no way to have a direct conversation that’s actually a real person replying in realtime.
That is not customer “service”, it’s a buffer that leaves customers with urgent problems completely unsupported. Nobody thought to monitor the issue from the get go, instead I have to relay what one of the three companies involved in this clusterfluck said to me in an. automated message and hope that I get a response.

I’m going to be sleeping on the floor or on my bed frame slats tonight, I can’t wait for bed time! It’s not like I need an orthopaedic mattress for my back (the hybrid 500 is an absolutely brilliant mattress by the way)…oh wait I DO need an orthopaedic mattress! I sure wish I still had one, but alas it was taken away by Rhenus and now they’ve gleefully emailed me saying “WE DELIVERED YOUR MATTRESS! HOW WAS IT? DIDN’T WE DO GREAT?!” and the proof of exchange is just a black square and my name is misspelled. Worst £45 I ever spent. Any advice on how make bare wooden slats comfy?

The customer service team was rude, and unhelpful, they also made up story to justify their bad product.

I ordered my Remfit mattress but sadly it started to dip after just a few weeks.

We asked to return under the 100 nights guarantee, and if we could order a different mattress which was a fimer style but slightly cheaper , they refused to refund the difference and honour a 100 night trial on the replacement, they then offered us a refund of approx. 50% of the original cost which we were a bit flummoxed by. We explained that the mattress wasn't suitable so went for the full refund and collection.
So far all as gone well but not yet received the refund but has only been a few days. The communication and customer service so far has been excellent. Its a shame we couldn't exchange as the quality of the mattress is excellent.
As long as we get our refund promptly I would recommend Remfit

It is not worth the time and money with Rem-Fit, the most horrible experience with them from taking way too long to deliver and even longer to pick up the old mattress and no delivering the mattress cover, customer service = 0. Avoid them

Less than 1 star !I have tried for 3 weeks to get this company to take away this faulty mattress. I can only ‘talk’ to a robot they call Amy who is described as their customer liaison manager! What is the world coming to! Not even a phone number is available.
Now they want me to pay to send it back. I am an 83 year old living alone and utterly frustrated and out of pocket. Do not order from this company .

Had a RemFit 600lux for nearly two years. I would say that the first 12 months were ok, then my husband and i started to get shoulder pain and hip pain on the sides we sleep. Coincidence?? I don't think so.... So after contacting Remfit with the amazing 15 year warranty I thought I would get some help.... WRONG i had to pay £40 for an independent assessment, results were yes there was some settlement. YES its like sleeping on a plank. Had a standard response which i replied too and they couldn't be bothered to even reply! Guarantee not worth the paper its written on as the standard get out of jail, Settlement!

First of all when we bought the mattress from remfit we where give the option of 1 - 3 days delivery which we selected only to find out after purchase that the company that rem fit use to delivery only delivers in our area once a week on a Tuesday roll on over 3 seeks since ordering we have just received it.

But that's not the worst thing the mattress packaging was delivered damage!! The delivery guy placed the damage part face down thus when I did a inspection was unable to see the damage.

Thought out the whole procecess communication has been poor as I have found out both rem fit and the delivery company have not phone contact and only have a whatapp bots which is not good for getting things sorted or email.

Update - going by email Rem-fit responded swiftly and one photos had been sent they have arange for the damage mattress to be picked up and a new one delivered.

We will see how the second attempt goes.

This mattress is akin to being tortured every night, the pain makes me cry. Due to the cost I have persevered for 2 years, I think it has damaged my spine. Today I ordered a new mattress, nothing fancy no memory foam just a spring mattress with wool.
On the positive, the REM 500 still looks like new, perfect, no dipping it’s not changed at all, such is its strength and firmness, you could bounce on the bed with a glass of red there would be no spill but you’d hurt your butt :) so glad to be finally rid of my perfect looking mattress, anyone reading this anywhere near Bradford, if you’ll take it away it’s yours…

Had Remfit 500 and after a few years there was a big dip in mattress -sent emails and pictures - no response chased up - no number to call them on.

Thank you for you reply but as per my review I have completed the form and sent your pictures and waiting on a reply

Had Remfit for nothing 500 and after a few years there was a big dip in mattress they sent company out who spent 45 mins taking pictures for the report to say that what the mattress does is natural so warranty is not worth a s@&t avoids at all costs

Mattress was due to be delivered by 8pm last night. At 8.15pm, it was cancelled - by text - apparently due to a breakdown. No mention of further delivery time or who to contact or what will happen next. Both Remfit and courier company, Rhenus, closed for the weekend. Mattress needed for guests at the beginning of the week. Awful customer service.

Good mattress good value. I have to say very happy with REM Fit UK, a little hiccup with delivery no fault of theirs, and customer service were great. I have the Ortho 500 and I could not be happier, firm but still feels like a lux mattress that costs a lot more, delivered into the bedroom and they even opened the box for me, no issue with smell, opened the mattress left in an open window room for a few hours and good to go. If you’re a heavier person or a front sleeper this gives great support, firm but comfy. After many years of not sleeping properly I now sleep the whole night and wake up rested. So worth the money.

Their slogan for Black Friday is don’t sleep on it…but this is exactly what this company is doing on their service and deliveries. Very disappointed- do not trust them.

Excellent Customer Service- We have happily used a Rem-fit 400 mattress for 18 months. Recently I noticed that the side of the mattress had started to pull away. I contacted customer services straight away and after sending in photos was immediately offered a replacement. The new mattress was delivered less than 7 days later and the old mattress taken away by a very efficient and helpful delivery service, who came exactly when they predicated. Thankyou Rem-fit.

Worst pillow I’ve ever used! Both myself and my wife woke up with soreness in our necks. REM-fit will not let you return the item either. If you’re on the fence about buying anything from REM-fit save yourself the trouble and shop elsewhere. I also have a couple of free pillows if anyone wants them 😂

I have deleted my last review about Rem-Fit not because it wasn’t correct At the time, but because the company looked at my case and made everything right.
I was given a full refund For my over payment and an apology. You can’t ask for more than that. Thank you Rem-Fit. The bed is highly recommended.

I can’t fault this company. Bought a Rem-Fit 500. Wasn’t sure about it as it took a while to get used to. I was in regular conversation with Agnes in the customer service team in case I wanted to return it - she was so helpful and responsive. In the end I ended up keeping the mattress and I’m so glad I did. It’s a really comfortable supportive mattress. The other great thing about Rem-Fit is that if you do need to return it, they donate the mattresses to the British Heart Foundation. I absolutely love that as I know that some of the other big mattress companies just re-cover them and re-sell them. Well done Rem-Fit - you are the best.

I've now had the Rem Fit 400 mattress for 12 months, paid off interest free with Divide Buy. I love it, has greatly reduced my back pain. The 'free' cool gel pillows that came with it are amazing. I take one whenever I'm staying at a friend's house as now struggle to sleep without it.
Excellent and helpful customer service when first ordering. Would recommend this company without hesitation.