Helped my back problems

Very disappointing experience with Wayfair mattresses. I ordered two foam mattresses (king and double) and specifically explained to the phone consultant that I wanted something similar to a previous mattress I had purchased from Wayfair, which was good quality. Unfortunately, the phone consultant clearly did not understand the request and sent very thin mattresses – around half the depth and significantly poorer quality than expected. Both mattresses were completely unsuitable and had to be returned. I placed the order via phone specifically to avoid errors, as the exact SKU from my previous order was out of stock — making the incorrect items even more frustrating. The returns process was equally frustrating. I was told: - A direct replacement was not possible - I would need to accept Wayfair credit and reorder - Or pay a £40 return fee if I wanted a refund to my original payment method When I asked what would happen if the replacement was incorrect again, there was no clear answer or reassurance and I was. told nothing can be done then. At that point, I had no confidence in reordering. I chose to pay the £40 just to resolve the issue and purchased my mattresses elsewhere instead. Overall, very poor experience: Incorrect product sent Poor product quality Confusing and unhelpful customer service Unfair return charges Would not recommend.