The Sleeping Lab Baby Premium Mattress - 130x70x10cm

Delivery took too long! 3 weeks+! Asked for self collection but they do not allow. Customer service kept brushing me off. Gave eta but did not fulfil. On given ETA date tell me dispatch next day. Couldn’t trust them anymore so I went to buy other brand at physical shop. But product is ok. Bought once 3years ago, all went well. This time is really a disappointment and a brand new mattress in my storeroom.

I ordered mattress off the website. Which was advertised as 130cm long. When the mattress came, I opened up and placed it in my baby’s cot and it did not fit. It was shorter and left a gap in my baby’s cot. I notified the customer service and was advised that it was a possible manufacture defect. They will check and if that is really the case, they will then arrange an exchange for me. I asked for a refund but was advised that customised sized items are not eligible for refunds. Apparently 130cm long mattresses are customised size (this was not stated on the website and I had no idea when I made the purchase). On top of that, I was told that because the package is opened, it cannot be refunded. But how would I know the length is incorrect if I didn’t open the package in the first place? So the customer service team basically made v little effort to salvage the situation. All I got was return/exchange policies cited to me. While I have gotten the item exchanged and the mattress have served its purpose, the customer journey shopping on this website is bad and I will not shop here again. And will not recommend anyone to shop here as well