Rapyalstores Arvostelua 

1 Star – URGENT: Failed Delivery to Wrong Address, Unresponsive Support & System Bug (Order No.: SA008028)

I am forced to leave this public review after trying to reach customer service by phone all day with zero response, alongside sending 3 emails that have been completely ignored.

My order (Order / Tracking No. SA008028) was delivered to the wrong address (my billing address), which is on the opposite side of town and two hours away. It is physically impossible for me to collect it from there. I have no idea if the mattress is currently left unattended outside, creating an immediate risk of theft or weather damage.

Under the Consumer Rights Act 2015, goods remain entirely at the retailer's risk until delivered into the physical possession of the customer at the agreed address. Dumping an item at an incorrect address does not constitute valid delivery. Furthermore, there appears to be a serious data-mapping bug in your checkout/payment gateway system that swapped the delivery address with the billing address.

I require Rapyal Stores to urgently acknowledge this issue and confirm:

That you are arranging for the courier to retrieve the item from the incorrect location.

The scheduled re-delivery to my correct delivery address (SE20...).

If this is not resolved promptly, I will immediately initiate a formal chargeback / payment dispute via my bank for non-delivery. Please contact me and rectify this immediately.

Amazing quality genuinely couldnt get this anywhere else so satisfied!

I ordered yesterday at half 10 and my bed has been delivered already i csnt believe it . And the bed is immaculate

beds are perfect and danny helped us alot

Ordered a bed and it came within a few days. Instantly felt a difference from my old one. The most comfortable bed I've ever owned. Customer service was amazing and I highly recommend.

The bed was amazing and the service was amazing, 10/10 would definitely come back in the future

Really happy with my experience! I dealt with Danny over the phone and he was really helpful with all my questions and enquiries. He made the whole process really easy and straightforward.
The bed is perfect and I’m really happy with it. Everything was quick, easy and efficient from start to finish.

Thanks again to Danny for being so helpful. Would definitely recommend!

I ordered at 7 am yesterday and my bed is already here I am amazed at how fast they made the bed in house and delivered it to London.

I ordered the snooze safari bed and i am in awe at this bed. I spoke to a young man called daniyal and i came to the showroom to order he was very helpful

Friendly service, Daniel was very helpful.
The bed is great quality and good value for money

Amazing experience Danny was really helpful with my order I couldn’t recommend more and I will be coming back

Great service, staff were friendly and were always happy to help. They was very efficient in getting my mattress to me. Great customer service

Absolutely appalling quality for the money I paid.

I ordered a king-size bed, and when it arrived it was broken and ripped in the middle. There were also no connecting devices/fittings provided to properly connect the bed together.

I have emailed the company and tried calling several times, but I have been unable to get through to anyone. I am now requesting a full refund and for the bed to be collected.

Really disappointed with the quality of this bed and the lack of customer service. I would not recommend this company based on my experience.

I ordered the 3ft 6bed which came with mattress and headboard .I have to say I'm really pleased with it it's got room for 2 and it's great quality,easy to put together ,I'm 650i carried it all upstairs on my own and put it together .
The Driver was a lovely helpful young man and brought everything in for me and I got a text to say he was 20mins away and was on time ...id deffo buy again .

Ordered a 2.6ft single bed and mattress for my daughter as part of a makeover bedroom surprise for her birthday and receive a 3ft mattress with the bed. Safe to say I wasn't impressed, I have emailed and called several times and no response. Wouldn't buy from this company again and wish I'd have gone somewhere different as I've paid for a mattress that came the wrong size and is now unusable along with the bed untill I spend more money on a new mattress the right size.

Terrible delivery service. 1st delivered to a wrong address. Then made me pay additional £35 for redelivery within 2 days. Nothing happened in 2 days. I called the company wanting to cancel the whole order because I couldn't believe their endless promises anymore. They refused to refund for delivery that did not happen. There was never any management to escalate to. Very poor service

Great bed. Well made. Very good customer service. Delivered quickly and on time. Would recommend

I have NEVER in all my years of being a consumer, dealt with such rude customer service. EVER! Every phone call leaves you asking the other person if there is a problem. They expect you to know how their company is set up. I ordered from Rapyal Stores so assumed that is who I was contacting. If you don't psychically know how their company is set up and what the ordering,dispatch processes are then you are spoken to and over like you're the ignorant one.

Never respond to emails and calling them is just like unwittingly going to one of those Karen restaurants. I'm just trying to cancel my order now as had enough. AVOID, go somewhere that treats paying customers/the general populous with courteousy and respect.

P.S "We’re a Yorkshire business with a proud tradition of making high-quality beds and mattresses at low prices. If you’d like to speak to us, have a question about our products, or just need a bit of advice before you buy, our friendly team is always happy to help." - This is disingenuous at best. Please don't frame yourself as a friendly Yorkshire business with homely and exemplary customer service. People like me who like to buy from friendly, local/smaller companies will be sorely disappointed and feel duped!

P.PS -They asked me below to contact them, which I did (forwarded an email they had never responded to). Not surprised I've not heard back. Feels like a family business where those in the office don't care as aren't pleasant people and also can't be sacked. It's all for show the way they present themselves, scratch the surface and it's poor. I've noticed a lot of suss 5* reviews surrounding the lower scored ones on here. Buyers beware....

What I liked
Mattress quality: The mattresses feel comfortable and are made of decent material.
Assembly: The bed was fairly easy to put together, even though no written instructions were included.

Delivery
First delivery – The driver never rang the doorbell or knocked, despite his claim that he did. I saw him waiting outside after a missed call, but he didn’t answer my phone. The company couldn’t locate him either. It felt like a one‑person job that should have been a two‑person delivery.
Second delivery – A two‑person team arrived after being called 30 minutes in advance, and the experience was much better.

The Bed Itself
The bed is sturdy and the mattresses are good, but it’s really two twin‑size frames, not a true double.
There is a 4–5 inch length mismatch and a 2–3 inch height difference between the two sides.
The product page is misleading: the description mentions the length difference, but the main image shows a uniform double‑sized bed, giving the impression it can be used as a single double.

Customer Service
Getting through required selecting the sales option; the after‑sales line never answered.
The representative I finally spoke with was pleasant and acknowledged the misleading website. She asked me to email a request for a mattress swap (to equalise the heights) or a refund.
I emailed on 9 July, followed up on 15 July (email) and 16 July (call), then again on 20 July. I have received no response.
Its a shame as this could have been an easy fix and 5* review had the company acknowledged the issue and swapped one of the mattresses for one of a smaller height.

Overall Experience
The refund/return policy is restrictive: the item must be in its original packaging, returned within 14 days, and the customer pays the return shipping. This makes it almost impossible to get a refund, especially when the company is hard to reach.

Recommendation
I would avoid Rapyal for this product.
Consider other retailers such as Dreams (longer wait time – about 5 weeks for a trundle) or IKEA, which actually offer true double‑size options.

Bottom line: I’m stuck with a bed that does not meet my needs, had to buy a 2‑inch mattress topper to level the heights, and plan to replace it within a year. The delivery hiccups, misleading product images, and unresponsive customer service make it hard to recommend.

What a great find I had with this company. Great service. Kept me updated with the arrival . Nelu the driver is a credit to the company. Nothing was too much trouble for him very professional.
The bed is fabulous can’t believe the quality for the price I paid for a package of bed, headboard and mattress. Would definitely recommend 10/10.