A mattress from the internet? This idea is met with skepticism by a number of consumers. But buying a mattress online is less complicated than you might think: a user-friendly ordering process and on-time deliveries with no shipping costs characterize the picture. However, there are also weaknesses.
In the test, five of the six online shops of mattress manufacturers that were examined achieved the quality rating "good" - the level of service in one shop is only adequate. This is shown by a study by the German Institute for Service Quality. The providers play to their strengths in the core areas in particular: the websites offer extensive product information and tips on shipping, payment and returns. In addition to the good online service, most providers also convince with the ordering conditions, for example with customer-friendly return periods, and with shipping.
The delivery works mostly smoothly: In around 89 percent of the cases, the mattresses ordered in the test arrive within the specified shipping time - on average, delivery takes just under seven working days. Helpful: In order to simplify delivery, all online shops enable shipment tracking. However, anyone who is dissatisfied and decides to return the goods can encounter a nuisance: When picking up the goods by a forwarding agent, the customer's preferred date is not always taken into account - in these cases flexibility in time and patience are required.
On the phone and also by e-mail, the service staff give friendly and mostly technically correct answers. However, the information is often incomplete and does not focus enough on the individual needs of prospective buyers. The relatively long waiting times on the hotlines are also noticeable.
Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: "Instead of trying it out in the store, the online shops offer a test sleep on the mattress you have ordered - depending on the provider for up to 100 days or nights. And whoever chooses one return decides, the purchase price will be refunded without deductions." The overall conclusion is positive: "Even if there is still room for improvement in some areas, the industry can be attested to have good service quality," says Hamer.
With the quality rating "good", Snooze Project emerged as the test winner from the study. The company convinces with the best online service: The website offers comprehensive information about the mattresses, delivery and returns. The ordering and payment modalities are the most customer-friendly in comparison. When it comes to shipping, the online shop scores points, for example, by naming a contact person and freely selectable collection dates for the return. The employees answer inquiries by telephone and e-mail confidently and clearly.
Ravensberger Mattresses took second place, also with a good overall result. On the phone, the employees demonstrate the highest advisory competence and provide correct and comprehensive information. They answer e-mail inquiries individually and in a friendly manner. In the test, the mattresses were shipped quickly (after less than three days on average) and reliably. The transparent ordering process on the website also scores points.
Brunobett.de is in third place with the quality rating "good". The provider scores with customer-friendly shipping, with very fast mattress delivery after an average of less than two days. Customers can specify a desired date for the return and the refund is made within just two days in the test. Inquiries by e-mail are also processed competently and as required.
Date Of Update: 27 September 2022, 11:35
