Shopping Channel - Ideal World > Reviews (85)

I ordered a memory foam mattress from Ideal World. Just after I had placed the order online I realised it was only 2cm of memory foam and not 2 inches as I thought. It was late at night and it said their customer service lines were open 24 hours so I phoned them on an expensive 0871 number. It took about 15 mins before the line went quiet and I realised no-one was going to answer. I then cancelled by email. Fortunately I decided to call them again next day and they said it was too late to cancel the order, but they would stop the delivery.

That was on 19 February 2012 and it took them 4 weeks to refund the cost of the mattress and only after I chased them several times. They take 3 days to answer an email every time I have emailed them.

However the email confirming the refund said that the delivery charge of £14.99 would take another 7 days. I chased that after the 7 days and got an email 3 days later to say that they hadn't got the money back from the supplier, but it would be refunded in another 7 days.

I lost it and emailed back saying my contract was with them and not a third party, that I had been in contact with Trading Standards and I was entitled to a full refund now. I have received another email (3 days later) saying a refund was processed the day I sent the last email, 30 March.

Almost 7 weeks later and I still haven't received a full refund.

They quote 7-10 days for a refund. However I have had several refunds recently and every one of them was refunded to my card the following day so it can be done. As it stands, it is almost 7 weeks since this order was cancelled and I still haven't had a full refund.

I was going to wait until I had the full refund before posting a review, but I am slowly giving up hope that I will ever be refunded in full.