And So To Bed Reviews 

There are three parts to this review. One is the customer service, the second is the MD who personally delivered our bed to my house, and finally the bed itself (Vispring Harold Superb).

We originally reserved our bed from Heals in Tottenham Court Road, London. We reserved the bed and explained we were waiting for our house exchange o complete, upon which we would live the bed delivered to our new home. I went back to the store a month later once all was sorted to complete the transaction, but they refused to honour the price we had agreed as there was a mistake with reservation on their online system despite having proof and an email thread to the contrary. They patronised me in the store and were rude, so i walked away. I called up ASTB the next morning and spoke with Joy at the Bury St Edmunds store. They were happy to honour the price i had previously agreed with Heals and welcomed my business. Joy knew exactly what she was talking about when i enquired on the Vispring range. We ending up placing a bigger order than planned! Communication was great, and timelines were prompt.

Secondly, the delivery. My moving date coincided with the beginning of the Covid19 pandemic, so the upheaval and move itself was complicated and hell! On the morning of the move in date i realised that i had not checked whether the situation may have effected the planned delivery of my bed. It may seem like a luxury but we had no where else to stay and nothing to sleep on other than the carpet. After making a few queries online, the MD of Vispring contacted me and to notify me that all delivery and warehouse staff were unavailable. I did not have a car to collect the bed either. Given there was no other solution, he personally loaded the bed from their St Albans warehouse into his own car and delivered it to my home in South London. I am blown away and humbled by their service. I would recommend ASTB over Heals or any other premium bed supplier.

Finally, the bed itself. My friends had recommended one of the usual social media beds/mattresses. But life is short. This is a game changer. I have 0 regrets. At the age of 30 i sleep like a king every night. Its worthwhile investment and i'm very happy. I would recommend it to anyone. There is no point me talking about individual benefits. If you are considering a Vispring then you already know.

Terrible. Ordered 660 of bedding from them in April. 2 wrong sheets sent. They kept telling me they would get it picked up and the correct bedding sent to me. Pick up arranged, same wrong items promptly returned 2 days later. Despite repeated conversations and chasing for the next 3 weeks my bedding never turned up. I had to resort to my card company to get a full refund. Avoid this company - and note I've never written such a slating review in my life.

Awful customer service. From start to finish, dealing with them was a nightmare. I wish I’d never purchased such an expensive bed from them.

Tony you have all the records of my complaints on email.

Fantastic Service
After 20 years we had a handle break on a chest of drawers.
Stuart was very helpful in getting a replacement part from the warehouse and all is now fixed. Super Customer Service!

I’m delighted to say followings a visit from the STB team expert our problem was resolved"We would not visit the Bristol store again"

Our Vi-Spring bed arrived and after a first nights sleep we knew something was wrong with it. The bed was much softer on one side than the other - we ordered a medium tension on both sides. On calling the store we bought it from we were told we had to sleep on it for two weeks before they would instruct an independent company to come and inspect the bed. I emailed the head office, as at this point I felt a little fobbed off. Having emailed head office customer services I received no acknowledgement or response. So I telephoned but did not get anywhere. So I ended up emailing the MD - 4 days after sending my initial email. At this point I was actually at my wits end. Having spent so much money on a bed, which is faulty, and then to get no response was hugely stressful. The MD was very responsive, but forwarded me onto the customer service manager, who was not. Finally a company called FIRA inspected the bed and immediately confirmed the fault is with the base. Again, no response from And So To Bed, so chased them again. FIRA had confirmed they had sent the report, yet And So To Bed hadn't received it. On asking the customer service manager how they will rectify the problem, I felt he was very evasive and would pass no comment until he had seen the report from FIRA. I took no comfort at this point, even though FIRA had confirmed a fault, that And So To Bed would do anything to rectify the situation. However, after more stress, on top of terrible nights sleep owing to the bed being so uncomfortable, we finally were told that the bed would be replaced. We were so relieved, but given the standard of service, did not quite believe the replacement bed would be forthcoming. I have to say that the MD was very responsive and I believe it is his involvement that meant that anything was done at all. we did receive a new base and mattress yesterday.. it is a different bed and we had a great nights sleep.. deserving of a five star. The delivery team are impeccable, shoes on and off every time they came in and out, and even came to replace our bed after having been stuck on the motorway for hours - couldn't praise them highly enough. Indeed even if we had a faulty bed to start, but the customer service experience had been up to par, we would still have given And So To Bed a five star review. However the customer service is well below standard and it was a very stressful period not knowing if we had chucked our hard earned money away. Indeed I would have expected a call today to make sure we are happy with the bed... but we have not had one yet. In short, I would recommend the Vi-Spring bed, just be prepared for a hard slog if there is anything wrong with it.

Jaques was absolutely great, he took his time and helped me find the perfect mattress for me

Andsotobed charge a fortune for their products and deliver the worst customer service imaginable. Our sales contact at the Orchard Street shop was downright rude. I ordered a super king size divan and mattress. The mattress as zip and link, because we knew we wouldn’t be able to get a super king mattress in one piece up the stairs. The order had a letter number combination for both products showing. They delivered a one piece mattress to our storage facility, as we were in the midst of house renovations. Our storage manager told me that the delivery men dragged the mattress across the floor. When I complained that we ordered a zip and link mattress, I was told by the rude sales assistant that I was lying. I hadn’t taped the sales conversation, nor did I realise I would have to. Do not buy from Andsotobed

In late 2016 we bought a top of range Vispring Mattress, Divan and Headboard from Hartney Whitney Hampshire.
Cost circa £4800. it has taken us until March 2019 to sort out the problem of poor service and useless mattresses and divans from Vispring.

summary
The company have abysmal unreliable products and combative customer service who are programmed to deny all responsibility.

1. End of 2016 our new “So to Bed” Mattress, Headboard and divan arrived. The mattress was "creased " due to it being folded over in transit !! After much complaining and a bed inspection by FIRA they replaced the mattress.

2. The next mattress arrived months later and was uncomfortable. FIRA came to inspect and said to me the mattress springs had "popped up". The report came back as nothing was wrong. The manager Tony Bentley at SO TO BED told me that the FIRA report was independent (yeh right) and their word was final so they had no obligation to help or do anything. Any discomfort must be my imagination.

3. After much complaining and escalation to CEO of Vispring and S to B we had their National Sales Manager Simon Mathews arrived nice chap but pretty ineffective over all. ONE YEAR after the issue. He immediately confirmed the mattress was faulty and would replace it. He invited us to Hartley Whitley Showroom to test new mattresses. More time spent on this issue by us, but we wanted a fix so went along.

4. New mattress arrived - top of the range “Tiara”. However after the first night I had pain in my side again and it was clear that the problem all along was the BASE UNIT (divan) where the springs had pushed up and were the cause of all this trouble. Why they did not replace the divan at the same time as the mattress is beyond me. John Lewis tell me they always replace both mattress and divan as a matter of good practice, as do "Reading Bedding....

5. We complained....again ... and, we do NOT like complaining due the time it take, ... but had to pursue this due the cost. We were promised a new base - this never arrived.

6. We asked them to take the whole lot away and for us to start again. We have bought a Hypnos Bed from "Reading Bedding" who have been super helpful and delivered on their promise. Their delivery men were delightful (unlike the really unfriendly snappy difficult people from so to bed).

7. We now have a comfortable bed after nearly three years of continual useless service from So to Bed and Vispring.
Luckily during all the hassle - I work away from home a lot, and have a comfy spare bed from John Lewis which meant i had another bed to sleep in. Now I can share my bed with my wife and sleep in our main bedroom.

8. I strongly recommend you think long and hard before buying from And So To Bed it is not the company it once was.

9. Finally - So to Bed picked up the old mattress. It was packaged into a smart new cardboard box with all the plastic surrounding which made me suspect this second hand mattress is due for re-use elsewhere...

Although I love the bed & mattress from Andsotobed, the delivery experience was probably the worst I've ever had. There were so many frustrating hitches over the 3 & a half months since my order, that it's impossible to list them here. I had to follow up numerous times & the people I dealt with were always hugely apologetic & promised prompt action, but this company seems to be riddled with incompetence & inept management. I rarely write reviews but was infuriated by such poor service from a company whose products I consider to be quite expensive. I had expected much better from them.

Having had a bad experience from this company previously I can honestly say they 'turned it around'. It took a few goes at it but the CEO called me personally and took accountability to get the multiple (delivery) issues fixed. It's not that common for someone this senior to take an interest and I have so say this is very good leadership and, in the end, a positive experience for me. Have restored my faith and I will buy from them again because of it.

Exceptional service. Quality product. Staff price matched the price as well. The product was delivered on time.

We had a very enjoyable and most helpful shopping trip to And So To Bed Handcross, on Sunday 27th May. Graham Shand, who is the Showroom Manager was very knowledgeable and spent a long time going through many different options for our new mattress. WE honestly can't recommend him and the shop enough. Our mattress was delivered within three working days and we are extremely happy with it so far. Graham offered us drinks and even gave our three year old daughter lots of attention and a few of his own biscuits to keep her going.

I bought a Super King Natalie Bed and two matching bedside tables, all with a painted finish, from the Bury St Edmunds branch of And So To Bed last January. Within a few months, the paint started chipping off. We have another painted bed, bought 10 years ago, from the same company and it is pristine. When I asked for help, they simply offered me a small touch-up paint pot. The paint has continued to chip. The paint is simply too thin, or there are not enough coats, and it is chipping off in places where we could not possibly be accused of knocking it carelessly, with the Hoover, for instance. I asked if they could take it back and re-spray it with further coats. Customer Services have refused and have said there’s nothing else they will do to help. These are very expensive beds and the quality of the finish is, frankly, sub-standard. I would advise anyone thinking of buying a ‘hand-painted’ bed from And So To Bed to think twice. I can only think that they have taken their eye off the ball - they need to improve their product. It is interesting that they no longer have the bed, or bedside tables, on their website - maybe they know there is something wrong...

Not surprised vispring/so to bed use a bed mediator, they inevitably find for the company not the user. Vispring is pretty bog standard manufacturer although there advertising would make one think otherwise. When I had problems with my 10k bed , so to bed were pretty incompetent even when I spoke to a director at head office. Discussed my problems with Vispring technical dept they concurred with my findings so the retailer had to comply. I had to do all the telephoning/ leg work. Typical company that spends more on media advertising than customer service. I wouldn’t invest any money in either

Bought a top of the range vi-spring bed from and so to bed. Service from showroom and delivery team was superb. We ordered split firm and medium mattress which ended up being too soft, and we rang them for the guarantee. We now have a firm-firm mattress on both halves and are super happy. Great service from start to finish which reflects the high prices.

After paying around £4,000 for my bed and waiting 9 months for them to build it, the company arrived to install it and had not thought to make the correct length support legs.

I called customer service and was told that they could have some made but it could take a while. They offered me no solution as to where I should sleep while the legs were being made and were not in the least bit helpful.

At this point I'm still waiting for a resolution. Will update once I hear back from them again.

Shockingly disorganised company - poor website - slow service
I waited so long for my furniture and in the end most of it arrived damaged
Utter messers from start to finish!

I purchased a £2000 Vispring Supreme mattress from the retailer's King's Road outpost in February 2015. I was replacing a Traditional Bedstead mattress that cost approx. £800 from John Lewis.

I was convinced by the Senior salesman to not only upgrade ( he confided that the entry level Vispring mattresses were 'inferior') but also to choose a soft mattress because the sprung base on my wooden frame would not be as yielding as a divan.

Two years on I can squeeze the sides of the mattress together with one hand (fingers touching). It took weeks for Vispring/Andsotobed (sister companies) to send out a surveyor. The surveyors do not give fixed appointment times and can decide on the day of the appointment that they will not attend the premises at all. Please note that the surveyors are 'specially trained' by Vispring and are the only ones that can perform the inspection.

The surveyor was 40 minutes late and stayed for less than 20 minutes. His inspection consisted on using a spirit level in the MIDDLE of the bed and taking pictures of the mattress in situ. He then lay on the bed for a few minutes. That was it.

Vispring wrote to me to say that he bed was fine and the sides were not a fault and I should turn the bed regularly so the wear would not be so noticeable.

I have asked for a certified hard copy of the report but this has not been forthcoming. I have been treated as an inconvenience and what concerns me most is the lack of independence between Vipring/ Andsotobed and the surveyor.

Vispring wrote to me about the report but won't send a copy telling me to go back to Andsobed. The contact at Andsotobed sold me the mattress!!!!

I am now in the process of writing to the CEO of the parent company that owns Vispring and Andsotobed and will update this review once I have his response.