Disappointed with both the product and customer care
Disappointed with both the product and customer care
We purchased a Harrison Spinks mattress from Webbs almost two years ago and have experienced ongoing discomfort and poor sleep ever since. From the first few nights, both my husband and I noticed pain that we’d never had with any previous mattress.
Despite raising concerns straight away with both Harrison Spinks and Webbs, it took persistent effort just to be heard. Harrison Spinks told us we had to go through the retailer to raise our concerns.
An inspection was eventually arranged through Webbs — frustratingly, we were sent someone who openly disclosed that he wasn’t actually qualified to assess mattress faults. He simply said the mattress “looked OK” and the fabric wasn’t damaged. After further complaints and pushing, Webbs did offer a follow-up inspection with another provider. But after doing some research, I decided not to proceed — it seemed unlikely that a second opinion would make any real difference unless a clear structural fault was found. It felt more like a process for Webbs to tick their boxes rather than a genuine effort to resolve the issue or care for the customer.
A discount on another mattress within the store was eventually offered, but it still meant spending hundreds more — money we didn’t have after already investing in what we believed was a premium mattress.
We acknowledge that Webbs made some effort, but the burden was on us to chase responses and push for support, and ultimately, we never reached a resolution we felt happy with.
Sadly, we wouldn’t recommend the mattress or the service we received — either from Webbs or Harrison Spinks. For a company that markets itself on quality and craftsmanship, the aftercare and accountability were deeply disappointing.
I genuinely don’t understand why a retailer would continue to sell Harrison Spinks mattresses, given the level of discomfort and complaints we’ve experienced and seen from others. If you’re considering one, I say this with care — please take a moment to read the Harrison Spinks Google reviews and look closely at their trial and returns policy. I wouldn’t want anyone else to go through the same costly and disappointing experience we’ve had.