Verified Company
My partner and I purchased a mattress in August that has failed in support rapidly. She has tried to work with Sussex beds to find a solution and their team have completely dismissed her despite their false reply to her review offering their support. It’s now December and one of us has to sleep on the sofa whilst the other sleeps on our spare single bed which alleviates the pain we both experience from the loss of support from the mattress purchased from Sussex beds. £1,000 on a new ‘ortho’ mattress and the retailer do not care about post sales experience, support nor the longevity of their products (even 3 months post purchase!) so long as they cover their own backs with a superficial inspection which failed to assess the very obvious problem. We are taking this matter further to the furniture ombudsman but it’s a shame we have to!
Reply from Sussex Beds
2025.12.12
Thank you for taking the time to share your feedback Andy, and as mentioned in our reply to your partner's review we are truly sorry to hear how upsetting this experience has been for you both. We never want any customer to feel unsupported, especially when they are experiencing discomfort or pain, and I’m sorry that you’ve felt let down during the process.
We understand how it can feel when an independent technician's findings do not align with your beliefs. We always ensure that we take a fair stance with all customer complaints, and inspections are carried out by professional independent furniture technicians.
We will always review the situation if a professional independent inspection was provided that goes against the findings.
We understand how it can feel when an independent technician's findings do not align with your beliefs. We always ensure that we take a fair stance with all customer complaints, and inspections are carried out by professional independent furniture technicians.
We will always review the situation if a professional independent inspection was provided that goes against the findings.
Wonderful service prior to payment, horrendous service post sale if you encounter an issue!
Our mattress purchased from Sussex beds has failed in support within less than 3 months resulting in my partner and I being unable to sleep on it due to severe pain that relieves when sleeping on another mattress.
Just slightly outside of the 60 night trial window when issues raised, Sussex beds do not care we have just spent £1,000. With multiple attempts to resolve the issue, they have used bias inspection, not listened to the issues I have raised, and hid behind “internal policy” whilst ignoring consumer rights.
They have even after over 20 emails back and forth, my cooperation with all their delay tactics, after every fact and detail responded saying comfort varies!
I have not once mentioned comfort. The issue we have is severe pain from the mattress which results in the lack of ability to do daily tasks, the complete opposite of the purpose of a mattress, especially when brand new in the eyes of the law!
This is how you will be treated if you purchase a product that you experience issues with, from Sussex beds. Save your hard earned money for a company that value their customers in post sales aftercare and support.
Reply from Sussex Beds
2025.11.27
Thank you for taking the time to share your feedback, and I’m truly sorry to hear how upsetting this experience has been for you both.
We never want any customer to feel unsupported, especially when they are experiencing discomfort or pain, and I’m sorry that you’ve felt let down during the process.
Although the case has been handled in line with our internal processes, we understand how frustrating this situation has been for you. If you would like us to review any part of the communication or revisit the details of your concerns, we’re more than willing to take another look to make sure everything has been handled as fairly and thoroughly as possible.
Thank you again for your feedback — it genuinely helps us improve our service and the way we support customers after their purchase
We never want any customer to feel unsupported, especially when they are experiencing discomfort or pain, and I’m sorry that you’ve felt let down during the process.
Although the case has been handled in line with our internal processes, we understand how frustrating this situation has been for you. If you would like us to review any part of the communication or revisit the details of your concerns, we’re more than willing to take another look to make sure everything has been handled as fairly and thoroughly as possible.
Thank you again for your feedback — it genuinely helps us improve our service and the way we support customers after their purchase
Unfortunately the member of staff who sold me the bed forgot to mention that it came as a flat pack and needed putting together - luckily for me the guys who delivered it went the extra mile and put it together for me, even though it wasn't their job to do so as apparently it was something extra that I should have paid for.....thanks to them I had a bed to sleep on that night! The bed itself is fine, but maybe the showroom staff need reminding of all the things a customer needs to know.....
Reply from Sussex Beds
2025.11.18
Thank you for your honest review!
We’re really glad to hear our delivery team went the extra mile to get your bed assembled so you could enjoy it that very night — we’ll be sure to pass on your thanks to them. We also appreciate your feedback about the showroom process and will make sure our team are reminded to share all the important details with customers.
We’re delighted you’re happy with your bed, and your feedback helps us improve! 😊
We’re really glad to hear our delivery team went the extra mile to get your bed assembled so you could enjoy it that very night — we’ll be sure to pass on your thanks to them. We also appreciate your feedback about the showroom process and will make sure our team are reminded to share all the important details with customers.
We’re delighted you’re happy with your bed, and your feedback helps us improve! 😊
Tunbridge Wells store well laid-out for mattress browsing and testing. Drew is a fantastic guide to selecting what most suits. I’m happy with my purchase. Great sales and service 🙏
Reply from Sussex Beds
2025.11.18
Thank you so much for your wonderful review!
We’re thrilled to hear you enjoyed browsing at our Tunbridge Wells store and found Drew to be a fantastic guide in choosing the right mattress. It’s great to know you’re happy with your purchase and our service! 😊
We’re thrilled to hear you enjoyed browsing at our Tunbridge Wells store and found Drew to be a fantastic guide in choosing the right mattress. It’s great to know you’re happy with your purchase and our service! 😊
Amazing service, helped me with exactly what I needed. Best matress ive ever bought, I sleep soundly each night with no back pain
Reply from Sussex Beds
2025.11.18
Thank you so much for your fantastic review!
We’re thrilled to hear we could help you find exactly what you needed, and that your new mattress is giving you peaceful, pain-free sleep. Sweet dreams! 😊
We’re thrilled to hear we could help you find exactly what you needed, and that your new mattress is giving you peaceful, pain-free sleep. Sweet dreams! 😊
Jess at Worthing was really helpful and we now have a lovely new bed and super comfortable mattress. We're sleeping like babies again!
Reply from Sussex Beds
2025.11.14
Thank you so much Alan!
We’re thrilled Jess could help, and even happier to hear you’re enjoying your new bed and super comfy mattress. Sweet dreams! 😊
We’re thrilled Jess could help, and even happier to hear you’re enjoying your new bed and super comfy mattress. Sweet dreams! 😊
Jess was really helpful and we now have a lovely new bed and super comfortable mattress. We're sleeping like babies again!
Reply from Sussex Beds
2025.11.14
Thank you so much Alan!
We’re thrilled Jess could help, and even happier to hear you’re enjoying your new bed and super comfy mattress. Sweet dreams! 😊
We’re thrilled Jess could help, and even happier to hear you’re enjoying your new bed and super comfy mattress. Sweet dreams! 😊
First class service from purchase to delivery - helpful and efficient.
Reply from Sussex Beds
2025.11.14
Thank you so much for your lovely review!
We’re delighted to hear you experienced first-class service from start to finish. It’s wonderful to know our team could be helpful and efficient — we really appreciate your kind words! 😊
We’re delighted to hear you experienced first-class service from start to finish. It’s wonderful to know our team could be helpful and efficient — we really appreciate your kind words! 😊
Highly recommended. The sales team - Lydia & Josh - were both really knowledgeable and helpful. They listened carefully to find out what we wanted and took the time to explain their products to us. We were looking for a natural chemical free mattress. Now we have one! We are delighted with it. In fact we were so impressed with the service, we decided to buy a new base and headboard as well. Beautifully made. The bed was ready sooner than expected (always a bonus). The delivery and construction were seamless - really friendly and efficient deliverymen. As another extraordinary added bonus, the deliverymen found and returned to me a small box containing a pair of earrings that they found trapped inside the old base as they were dismantling it. I thought they were lost years ago. I am so very grateful.
What else can I say? Professional, friendly, helpful, honest.
Five star (plus another star for the earrings!!)
Thank you : )
Reply from Sussex Beds
2025.11.14
Wow, thank you so much for such a wonderful review!
We’re thrilled to hear that Lydia and Josh were able to help you find the perfect natural, chemical-free mattress and that you loved your new base and headboard too. It’s fantastic that the delivery and assembly went smoothly, and we’re so glad our team could return your lost earrings — what a happy bonus!
Your kind words mean so much to us, and we’ll be sure to pass them on to everyone involved. Thank you again for your five-star (plus one!) review — we’re delighted you’re so happy with your new bed! 😊
We’re thrilled to hear that Lydia and Josh were able to help you find the perfect natural, chemical-free mattress and that you loved your new base and headboard too. It’s fantastic that the delivery and assembly went smoothly, and we’re so glad our team could return your lost earrings — what a happy bonus!
Your kind words mean so much to us, and we’ll be sure to pass them on to everyone involved. Thank you again for your five-star (plus one!) review — we’re delighted you’re so happy with your new bed! 😊
Didn’t purchase from them eventually, but was assisted by Rohith who was very helpful and patient when showing me options - provided a good level of knowledge of the products and was great showing me around them. Thanks Rohith!
Reply from Sussex Beds
2025.10.28
Thank you so much for taking the time to leave this feedback! While we're sorry we didn't have the opportunity to complete a purchase with you on this occasion, we're delighted to hear that Rohith provided you with excellent service. We'll be sure to pass on your kind words to him, should you need anything bed related in the future, we would be more than happy to welcome you back. Thanks again for your visit!
Sussex Beds have taken immense trouble to find the right Bed and Mattress for me; these are yet to be delivered but I am very confident that they will meet my needs.
Meanwhile, the Bexhill branche's ladies have been charming and most helpful and I am pleased to commend them for their efforts in leaving me feeling a valued and satisfied customer.
Reply from Sussex Beds
2025.10.06
Thank you so much for your kind words! We're thrilled to hear that our team at the Bexhill branch has taken such good care of you in finding the perfect bed and mattress to suit your needs.
It's wonderful to know that you felt valued throughout the process - that's exactly what we strive for.
We're confident that you'll be very happy with your new bed and mattress when they arrive. If you need anything at all once they're delivered, please don't hesitate to get in touch.
Thank you for choosing Sussex Beds,
It's wonderful to know that you felt valued throughout the process - that's exactly what we strive for.
We're confident that you'll be very happy with your new bed and mattress when they arrive. If you need anything at all once they're delivered, please don't hesitate to get in touch.
Thank you for choosing Sussex Beds,
I received an excellent service from Sussex Beds, right through from the helpful and informative female salesperson in the store, good quality furniture available, updates and information about my delivery, and a swift and expert delivery and fitting service in my home. I would thoroughly recommend this company and would use them again. Many thanks 😊
Reply from Sussex Beds
2025.10.06
Thank you so much for taking the time to share your experience with us! It's wonderful to know that our team member provided you with great service, and you are happy with the quality of our products. We're thrilled that our delivery and fitting team met your expectations. Your recommendation means the world to us and we'd be more than happy to help you again in the future, thank you for choosing Sussex Beds.
Extremely pleased with the service I received from Justin and Fay at Sussex Beds. Love our new double bed. Fay was kind and patient and knowledgable. And I’m very grateful to have been able to go to a physical shop to see the bed before I bought it. Thank you
Reply from Sussex Beds
2025.09.23
Thank you so much for taking the time to share your wonderful feedback! We're absolutely delighted to hear that you love your new double bed and that Justin and Fay provided you with such excellent service. We completely understand the value of being able to see and feel a bed before making such an important purchase - that's exactly why we maintain our showroom.
Thank you for choosing Sussex Beds, and we hope you enjoy many wonderful nights of comfortable sleep on your new bed. If you ever need anything else, please don't hesitate to reach out to us.
Thank you for choosing Sussex Beds, and we hope you enjoy many wonderful nights of comfortable sleep on your new bed. If you ever need anything else, please don't hesitate to reach out to us.
Nice and expensive shop ☝🏻
I was looking for King size Mattress. I visit this and few shops after.
After my resurch and spending time I find my mattress in different shop for less than 40% of the price they give me.
so do your own resurch and I am sure you can find something similar even better quality for lower price 🙃
Reply from Sussex Beds
2025.09.16
Hi Emil! We're really sorry that you didn't find a product to suit your budget in store. Something we offer to our customers is our price promise, so if you find a price elsewhere cheaper for the identical product, we'll match it! We wish you the best in your product search.
Just wanted to say thanks to Drew for such personable and patient customer service. We ended up opting for a different mattress elsewhere - but it was a close one. Nonetheless, we appreciated Drew’s diligence and time as we tried out various in store to try and find what was right for us.
Reply from Sussex Beds
2025.09.17
Thank you for taking the time to leave Drew such a wonderful five-star review. We’ll be sure to share your feedback with him, and we look forward to welcoming you back again soon.
What a great service at Tonbridge, with the assistance and knowledge of Karen we tried and tested a few mattress's and with her expertise we purchased one in particular which we find very comfortable and very happy with.
As said a great service with good products along with very courteous staff…
Reply from Sussex Beds
2025.09.08
Thank you so much for your wonderful review! We’re delighted to hear that you had such a positive experience at our Tonbridge store. Karen will be thrilled to know her knowledge and guidance helped you find the right choice. We truly appreciate your kind words about our products and team, and we look forward to welcoming you again in the future.
