Richland divan bed is absolutely lovely. Footboard brackets were in wrong place, but customer service promptly dealt with my query and sorted my issue. Would highly recommend, as sometimes it more ab... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Hawa the delivery driver was on his own Friday 10th April. Hawa called 40 mins before delivery, He was very polite and friendly. He assembled the ottoman divan bed & large headboard and was done... See more
Company replied
Absolutely fantastic British Made, small buisness with excellent communication from order to delivery. Kept me updated every step of the way. Less that a week turnaround for a pretty much... See more
Company replied
Although the original bed we'd ordered didn't make it up the stairs, as our stairs didn't play along, the staff at Adeline Waterson went above and beyond ro find a solution with us - we had a whole n... See more
Company replied
Company details
Written by the company
We Are A Leading Brand Specialising In Hand Crafted Bespoke Beds And Mattresses Serving The Whole Of The UK. At Adeline Waterson, We Believe In Transforming Everyday Into Extraordinary Experiences. With Over 15 Years Of Experience, We Have Perfected The Art Of Bed-Making, Crafting Thousands Of Bespoke Beds That Combine Luxury, Comfort, And Durability. Our Extensive Expertise Allows Us To Understand And Meet The Needs Of All Our Customers, Ensuring Each Bed Provides The Ultimate Sleeping Experience. At Adeline Waterson, We Believe In Giving Back. For Every £100 You Spend With Us, We Donate £1 To Local Charities And Charities Across The UK Supporting Underprivileged Families And Environmental Initiatives. This Commitment To Charity Is Central To Our Mission Of Providing High-Quality, Eco-Friendly Products While Making A Positive Community Impact. By Choosing Adeline Waterson, You're Not Only Enhancing Your Home But Also Making A Difference By Helping Those In Need. Our Mission Is To Redefine Comfort By Offering Innovative, Sustainable, And Customisable Products That Meet The Unique Needs Of Each Of Our Customers. We Are Committed To Excellence In Every Aspect Of Our Business, From The Materials We Use Down To Our Excellent Customer Service. If You're Unsure On What You Need, Or What May Be Right For Your Space, Get In Touch With One Of Our Experienced Sales Team Who Are Always Happy To Help. With Over 15 Years Of Industry Experience We are Confident We Can Help whatever The Challenge! We Look Forward To Hearing From You Soon. - Adeline Waterson
Contact info
United Kingdom
- adelinewaterson.co.uk
4.4
Excellent
142 reviews
Replied to 78% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very good experience loved there…
Very good experience loved there service the driver was very respectful
27 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you for your kind feedback! We’re really pleased to hear you had a very good experience with us and that our driver was respectful and provided great service.
We truly appreciate you taking the time to share your review and hope to serve you again in the future.
Kind regards,
Chloe Ford
Customer Service Team
Very good company good service an…
Very good company good service an delivery service too
27 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you very much for taking the time to leave such a positive review.
We’re really pleased to hear that you found us to be a very good company and that you were happy with both our service and delivery. Providing a smooth and reliable experience from order through to delivery is very important to us, so it’s great to know we met your expectations.
Your feedback means a lot to our team, and we truly appreciate your support. We hope to be able to assist you again in the future.
Kind Regards,
Chloe Ford
Customer Service Team
Amazing service quick and efficient…
Amazing service quick and efficient delivery. Young man was very helpful and well spoken
29 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you so much for your wonderful review.
We’re delighted to hear that you were pleased with the quick and efficient delivery, and it’s especially great to know that our delivery team member made such a positive impression. We’ll be sure to pass on your kind comments to him, he’ll really appreciate it.
Providing helpful, professional service is something we take great pride in, so your feedback means a lot to us.
Thank you again for your support, and we hope to serve you again in the future.
Kind regards,
Chloe Ford
Customer Service Team
Really impressed with the quality of…
Really impressed with the quality of the headboard for the price. Seamless delivery experience.
25 February 2026
Reply from Adeline Waterson
Thank you for your great review!
We’re really pleased to hear that you were impressed with the quality of the headboard, especially for the price, and that your delivery experience was seamless. That’s exactly the kind of experience we aim to provide.
We truly appreciate you taking the time to share your feedback and hope to serve you again in the future.
Kind regards,
Chloe Ford
Customer Service Team
Appalling delivery service and no aftercare when things went wrong
The mattress is fine and the price was okay too. But the delivery process was very painful. It doesn't tell you when you order that there are only 2 days per week that they can deliver (in Manchester city centre?). Granted, I order during the bank holiday weekend, and a slight delay in confirming a delivery day is expected. But I had to chase several times! I spoke to someone on the phone who was very apologetic and she said perhaps they can offer a part refund as compensation. Never heard anything about this, I have it a bit of time for them to provide some after-care after the frustrations, but received nothing. The delivery itself was also very unprofessional. I received a 5AM-9AM time slot on Saturday and they showed up at 6AM. My mattress was a few mattresses deep in the van so they had to remove the other mattresses from the van. They all fell on the floor in the street (in plastic packaging). I told the delivery guys I'm happy to wait if they need to pick these mattresses up and put them back in the van, but they said they'll just come up and deliver mine first. It was all very chaotic and I would prefer to order from a more professional and more efficient company next time.
18 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to share your detailed feedback.
We’re pleased to hear that you are happy with the mattress itself and felt the price was reasonable, however we are very sorry to learn about your experience with the delivery process and the lack of follow-up communication.
We sincerely apologise for the inconvenience caused by the limited delivery days, the delays in arranging your booking, and the need for you to chase this multiple times. This is not the level of service we aim to provide. We’re also very concerned to hear about the delivery experience itself, including the early arrival, the handling of items, and the overall professionalism shown, this is certainly not acceptable and will be addressed internally.
Please could you contact our office on 01924 806426 so we can investigate this further and work towards a suitable resolution.
We appreciate you bringing this to our attention and hope we can restore your confidence in our service.
Kind regards,
Chloe Ford
Customer Service Team
Quick courteous response to my order…
Quick courteous response to my order which was delivered within timeslot. Good to know day ahead of time but would love your delivery guys to give you a delivery time more in advance. The mattress had just the right packaging to offer protection and it’s very comfortable. I was delighted to find you are a UK family firm. Thank you for your efficient service. I wish you all the best. Jackie Gooding
10 April 2026
Reply from Adeline Waterson
Thank you so much for your kind review, Jackie.
We’re delighted to hear that you were happy with our service and that your delivery arrived within the expected timeslot. It’s great to know the mattress was well packaged and that you’re finding it comfortable, there’s nothing better than a good night’s sleep.
We really appreciate your feedback about delivery timing as well. This is something we’re continuously working on improving, and we’ll be sure to pass your comments on to our delivery team.
It also means a lot to us that you value supporting a UK family business, thank you for your support and lovely wishes.
Wishing you many restful nights ahead, and we hope to assist you again in the future.
Chloe Harper
Customer Service Team
Adeline Waterson
Terrible Service
I ordered a bed with a 3-5 day delivery window but didn’t receive any confirmation email or follow up regarding delivery details. I therefore contacted the company and someone called back to say they’d call me back in ten mins with the details. I heard nothing more until the day following when a date was given of the Saturday (the following day) which was good news. I then received a text to say the slot was between 5-9pm which I thought was strange for a Saturday but didn’t question it. On the Saturday, I received a call to say the delivery driver had been caught in traffic and would arrive to deliver and build the bed at about 10.30pm!! This was clearly not acceptable as we have children and would be in bed. The driver then said he’d come the following day, I messaged to say we had plans and it would need to be by 11am. The next day, the driver was a no show, I called him and he said ‘sorry, I’ve slept in’ which was mind blowing to be honest. I tried to call the Adeline number I was text from to use if any issues and no-one answered - I called and text at least 5 times and no one ever answered and still hasn’t acknowledged the issue. The driver finally arrived at 3.15pm by which point we’d waited in Saturday evening and most of the day. The driver was apologetic on arrival but the whole situation was stressful and totally unprofessional and for this reason, I could not recommend the company unfortunately
18 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you for taking the time to share your experience, and we’re very sorry to hear about the issues you encountered.
This is certainly not the level of service we aim to provide. Unfortunately, it appears your delivery was affected by unexpected delays and vehicle issues, which led to the disruption. We completely understand how frustrating and inconvenient this must have been, especially with the late delivery time and missed arrival the following day.
We’d also like to sincerely apologise for the difficulty you had trying to reach us, this is not acceptable and not reflective of our usual standards.
Please could you contact our office directly on 01924 806426 or via email so we can look into this further and work towards resolving the situation for you. We’d really appreciate the opportunity to make this right.
Chloe Ford
Customer Support Team
Adeline Waterson
Richland divan bed is absolutely…
Richland divan bed is absolutely lovely. Footboard brackets were in wrong place, but customer service promptly dealt with my query and sorted my issue. Would highly recommend, as sometimes it more about how they deal with your query that raises one company above another. Thank you Adeline Waterson
21 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you so much for your lovely review.
We’re delighted to hear that you’re pleased with your Richland divan bed, it’s great to know you’re happy with how it looks. We’re sorry again about the issue with the footboard brackets, but we’re really pleased our team was able to resolve this quickly for you.
You’re absolutely right, how issues are handled makes all the difference, and we’re glad we could provide the level of service you deserve.
Thank you for your recommendation and for choosing Adeline Waterstone. We truly appreciate your support.
Chloe Ford
Customer Support Team
Adeline Waterson
Customer services and delivery was…
Customer services and delivery was awesome, I initial ordered a king size bed from another company but the bed and mattress would have taken a bit of effort to fit through my stairs, the other company was not willing to try or even give me an alternative. I was impressed that I got alternatives from Adeline Waterson and the delivery guy was super helpful. I got in the bed (without the head board) and mattress, they suggested a 48'' headboard as against a 52 which they had to redeliver and fix in a short while. The only downside is I am still trying to understand if the bed was the right fit, my partner and I have a little body pain sleeping on it.
15 April 2026
Unprompted review
Reply from Adeline Waterson
Thank you so much for your lovely review, we really appreciate you taking the time to share your experience with us.
We’re delighted to hear that our team could support you with finding a suitable option and that our delivery team made things easier on the day. It means a lot to know their help and care stood out, and we’re glad we could quickly sort the headboard adjustment for you too.
We’re sorry to hear that you and your partner are experiencing a bit of discomfort at the moment. Adjusting to a new mattress can sometimes take a little time, especially if it’s a different feel to what you’re used to, but your comfort is what matters most to us.
Just to reassure you, we offer a 100-night sleep trial on our mattresses. If things don’t improve or if the discomfort continues, please don’t hesitate to reach out to us. You can contact us by email or call us on 01924 806426, and we’ll be more than happy to help arrange an exchange for a different mattress that may suit you both better. We’ll always do our very best to find the right solution for you.
If you have any questions in the meantime or would like a bit of guidance, we’re always here to help.
Thanks again for your kind words! It truly means a lot to us.
Warm regards,
Chloe Ford
Adeline Waterstone Team
Customer service non existent
No reply to messages, website errors mean orders don't process correctly
12 April 2026
Unprompted review
Reply from Adeline Waterson
Hi Graham,
We’re really sorry to hear about your experience. We were experiencing some technical errors at the time which may have affected orders processing correctly, and we understand how frustrating this must have been. This has now been resolved.
We can also confirm that a member of our team sent you an email on Wednesday 15th April 2026. If you haven’t received this, please do check your spam/junk folder or feel free to reach out to us again so we can assist further. Our contact number is 01924 806426.
We’re here to help and would really appreciate the opportunity to put this right.
Hawa the delivery driver was on his own…
Hawa the delivery driver was on his own Friday 10th April. Hawa called 40 mins before delivery, He was very polite and friendly. He assembled the ottoman divan bed & large headboard and was done & dusted within 45/50 mins from arrival to saying goodbye. 10/10 ⭐️
Bed & new mattress purchased for my 20 year old son, bed feels sturdy enough and happy with the ottoman style of hardboard divan base instead of slats and cloth base cover that he had on a previous bed.
Many thanks for keeping me informed via chat options
Very Happy with purchase and warranty of the bed, base & mattress
10 April 2026
Reply from Adeline Waterson
Hi Veronica,
Thank you so much for your wonderful review!
We’re delighted to hear that Hawa provided such a polite, friendly, and efficient service. We’ll be sure to pass on your kind words to him. It’s great to know everything was assembled smoothly and that you’re happy with the quality and sturdiness of the bed and mattress.
We’re also really pleased that our communication kept you well informed throughout the process.
Thank you again for your feedback, it truly means a lot to us. We hope your son enjoys his new bed!
Delivery was poor at the outset there…
Delivery was poor at the outset there were limited days for delivery so this was inflexible.
When the delivery arrived the mattress was delivered to the door rather than to the room.
I paid £29.99 for recycling of the old mattress which I had to bring to the door - i may as well of just put it in the car and taken it to the tip as the hard work was already done.
On this basis I would not recommend you to others.
8 April 2026
Reply from Adeline Waterson
Hi Peter,
We’re really sorry to hear that your delivery experience did not meet expectations.
We understand how frustrating it must have been with the limited delivery options and the inconvenience caused regarding the mattress being delivered to the door, as well as the recycling service. This is certainly not the level of service we aim to provide.
We would really appreciate the opportunity to look into this further and put things right. Please feel free to contact us on 01924 806426 so we can discuss this with you directly.
Assembly
I bought a gas lift storage bed two weeks ago, and I couldn’t be happier with both the product and the service. As a single mum, I don’t have anyone to help with assembling furniture, so I contacted the company to see if they could assist.
Within just two days, they arranged for an engineer to come to my home and assemble the bed for me, which I truly appreciated.
The bed itself is excellent quality—strong, practical, and exactly what I needed for extra storage. The level of customer service was outstanding, going above and beyond to help.
30 March 2026
Unprompted review
Reply from Adeline Waterson
Hi Marianta,
Thank you so much for your amazing review!
We’re absolutely delighted to hear how happy you are with your new gas lift storage bed and the service you received. It’s especially great to know that the team was able to arrange assembly for you so quickly, we’re always happy to go the extra mile where we can.
We’re really pleased the bed is meeting your needs and providing that extra storage, and your kind words about our customer service truly mean a lot to us.
Thank you again for your support!
I spent a couple of weeks trying to… From Confusion to Perfection – Amazing Service
I spent a couple of weeks trying to choose the right bed, as I was unsure about the different fabric options and what would best suit my room. During this process, I came across Adeline Waterson, and I’m so glad I did.
Their communication was outstanding from the very beginning. They took the time to guide me through the options, helping me choose a bed that perfectly fits my space and style. What really stood out was their attention to detail and willingness to help—they even sent me free fabric samples, which made the decision so much easier.
Overall, an exceptional level of service. I would highly recommend them to anyone looking for quality products and professional support.
2 April 2026
Unprompted review
Reply from Adeline Waterson
Hi Adrian,
Thank you so much for your fantastic review!
We’re delighted to hear that you had such a positive experience with us from start to finish. Choosing the right bed is an important decision, so it’s great to know that our team could support you through the process and help you find the perfect fit for your space.
We’re especially pleased that the fabric samples helped make your decision easier, we know how important those details are.
Your kind words and recommendation truly mean a lot to us. Thank you again for your support!
Great customer service follow-up - Issue resolved
UPDATE: I’ve increased my rating because of the fantastic way this company handled my complaint. They acknowledged the mistake with the one-man delivery and refunded the assembly fee immediately. It’s rare to find such responsive customer service these days. Thank you for resolving this so fairly.
3 April 2026
Unprompted review
Reply from Adeline Waterson
Hi,
Thank you for your feedback, and we’re really sorry to hear about your experience.
We sincerely apologise for the inconvenience caused, especially as you had booked a two-man White Glove service. We completely understand how difficult this must have been and are sorry to hear about the damage caused in the process.
Please be assured that your feedback has been taken on board, and we are currently implementing changes to improve our organisation and ensure delivery teams are properly briefed and staffed moving forward.
We would really appreciate the opportunity to speak with you directly to discuss this further and put things right. Please could you give us a call at your convenience on 01924 806426.
This is my most recent review, which supersedes my previous one.
Adeline Waterson is an exceptional and dependable bed maker, consistently demonstrating their best efforts even when faced with challenges. I am thoroughly impressed with their leadership and customer service team, who are always readily available to assist and resolve any customer concerns.
Following a few minor issues with my initial bed purchase, I ultimately decided to acquire two beds from this company. As a kind gesture, the manufacturer dispatched two individuals with my replacement bed to set it up at no additional cost, and the company also provided a partial refund due to the inconvenience experienced with my first purchase.
I am genuinely pleased with the service I received from this company; my only minor reservation pertains to their use of a third-party delivery service, which occasionally struggles with punctuality and time management.
Nevertheless, I would not hesitate to purchase from this seller again. In fact, as I mentioned previously, I ended up buying two beds from them rather than just one!
My best wishes are extended to the Adeline team!
4 April 2026
Reply from Adeline Waterson
Hi,
Thank you so much for your thoughtful and detailed review!
We’re really pleased to hear that, despite the initial issues, our team was able to support you and turn your experience into a positive one. It’s great to know you were happy with the resolution, the replacement setup, and that you chose to purchase with us again, that truly means a lot.
We also appreciate your honest feedback regarding the third-party delivery service. Please be assured this has been noted, and we are continuously working on improving reliability and communication in this area.
Thank you again for your support and kind wishes, we hope you continue to enjoy your beds!
Great mattress
Great mattress, and absolute bargain in the sale, I would not hesitate to recommend this company x
4 April 2026
Unprompted review
Reply from Adeline Waterson
Hi Karen,
Thank you so much for your lovely 5-star review!
We’re really pleased to hear you’re happy with your new mattress and that you found it to be such a great bargain in the sale. Your recommendation means a lot to us, and we truly appreciate your support.
We hope you continue to enjoy your purchase!
I’m very pleased with the product had a very good experience staff very helpful highly recommendstaff very helpful looks very nice five stars
Very happy with the product the staff was very helpful when I made an enquiry about installing highly recommend. Looks very nice in my bedroom. Regards Alan Stock.
1 April 2026
Reply from Adeline Waterson
Hi Alan,
Thank you so much for your 5-star review!
We’re really pleased to hear you’re happy with your product and that our team was helpful with your installation enquiry. It’s great to know it looks so nice in your bedroom.
We truly appreciate your recommendation and kind words.
Excellent service delivery was very…
Excellent service delivery was very fast bed is beautiful the only issue is I couldn’t get the headboard up the stairs so this amazing company kindly collected old one and replaced it with a split one the same size I’m honestly overwhelmed at the fantastic customer service I have received thank you 5 stars
31 March 2026
Unprompted review
Reply from Adeline Waterson
Hi Sarah,
Thank you so much for your wonderful review!
We’re delighted to hear you’re happy with your new bed and the fast delivery. We’re especially pleased our team was able to step in and help with the headboard issue and arrange a suitable replacement for you.
It really means a lot to hear such kind words about our customer service, and we’re so glad we could get everything sorted for you.
Thank you again for your support!
Product great, service lacking
Product great, service lacking. Really pleased with the bed and quick timescales. Received a call as promised to agree delivery date. Not easy to contact. Sent two emails and had no response. Delivery was about 20 mins late, gone 6pm for a weekend afternoon slot, had to phone & message to chase up. Didn’t take up to our room (not expected although found later in FAqs (wasn’t clear). Website sells “two man delivery”, assembled, inspected, packaging removed, enjoy”. Far from it, I had all items in my hallway to move and assemble myself, and now have all the packing to dispose of. not impressed!
As a result of the feedback the Company is looking into this and has addressed my issues directly with me. This follow up was good in retrospect.
28 March 2026
Unprompted review
Reply from Adeline Waterson
Hi Louise,
Thank you for taking the time to share your feedback.
We’re really pleased to hear that you’re happy with the bed itself and that the delivery date was arranged as promised. However, we’re very sorry that the overall service and communication did not meet your expectations, and for the inconvenience caused with the delivery timing and setup.
We also understand your frustration regarding the delivery expectations and packaging removal, and we appreciate you highlighting this so we can improve clarity for future customers.
We’re glad we were able to follow up with you directly and address your concerns, and we appreciate your fairness in acknowledging that.
If you ever need anything further, please don’t hesitate to contact us on 01924 806426.
Thank you again for your feedback and support.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.