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The best and worst mattress shops: Eve and Emma face off against Ikea and John Lewis

Should you buy a new mattress on the high street, or are bed-in-a-box websites proving worthy rivals to traditional mattress companies?

The best and worst mattress shops: Eve and Emma face off against Ikea and John Lewis

Buying a mattress can either be a headache or plain sailing depending on who you buy from. We’ve rated the best and worst online and high street mattress shops in the UK so you can buy with confidence.

With an impressive customer score of 85% in our survey, the top high street mattress shop beat its second-placed rival by seven points.

Meanwhile, online bed-in-a-box brands including Casper, Emma, Eve and Leesa have battled it out for the accolade of best mattress website, facing up against budget options such as Amazon and mattressonline.co.uk.

In our survey, 3,000 Which? members also rated each shop on the quality of advice offered, ease of arranging delivery, value for money and more.

See the full results: the best mattress shops of 2019.

Emma most likely to deliver late

One in seven Emma mattresses were delivered later than the scheduled day or time, according to our survey. That’s more than four times as common as late deliveries from Eve or johnlewis.com.

But speed of delivery is only part of the picture. Our rankings also take account of the quality of delivery (how helpful the delivery person was, for example), value for money, mattress range and product quality. Head over to our full rankings to find out which mattress website did best for each of these measures and overall.

And check out our list of the top five best boxed mattresses to find out which online-only mattresses ace our support and durability tests.

Which mattress shop offers the best in-store advice?

With more mattresses to choose from than ever before, good-quality advice becomes increasingly valuable.

Should you opt for a memory foam, pocket sprung, or a combination mattress? A mattress that’s warm or cool to lie on? And exactly what do mattress ‘firmness’ ratings mean?

Just one mattress shop in our survey achieved a full five stars for the quality of in-store advice. Most customers gave it the highest possible rating for this, so it should come as no surprise that it also took the top spot for overall customer satisfaction.

In fact, it impressed its customers in almost every way – offering a great range of mattresses and easy delivery, and dealing with problems swiftly and smoothly.

The only area it didn’t excel was for value for money. The store that was highest rated for this won over customers with its low prices, achieving a strong customer score of 84% despite only getting three-star ratings for quality of advice, range and delivery. Its strong value-for-money rating is backed up by how its mattresses have performed in our lab tests. We’ve found some great, cheap Best Buy mattresses from this shop.

Find a mattress that offers the perfect combination of price and quality based on our expert mattress tests.

Buying mattresses online vs in-store

Most mattress owners we asked bought their last mattress in-store – less than one in five bought online. And half based their purchase decision on the fact that the mattress felt comfortable to lie on in a shop.

However, trying out a mattress in-store doesn’t oblige you to buy on the spot. Looking online is likely to give you more options and potentially a better deal for the same mattress.

Buying online could also offer you more flexibility for returning your mattress if things don’t work out. Many online bed-in-a-box mattresses, from brands such as Eve and Emma, recognise that their online-only offer limits your ability to try before you buy.

To counter this, most offer trial periods for as long as 101 nights – much better than 10 minutes in a shop. During this time you can usually return the mattress for a full refund, assuming you’ve followed the terms and conditions.

Find out the pros and cons of memory foam vs pocket sprung mattresses in our guide to choosing the best type of mattress.

Poll: Where will you buy your next mattress?

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