Rhenus Home Delivery UK Ltd

I have only scored 1 star as 0 is not an option. This is the worst delivery company I have ever dealt with. We ordered a bed from dusk which was meant to be delivered on a Tuesday between 10:30 - 1:30. The bed never showed up, however a delivery driver did call to say this was because they could not find the property. Which is ludicrous because it is exceptionally easy to find. Since then we have heard nothing, despite continuously trying to contact Rhenus they have made no contact to reschedule. The worst part is that we dismantled and skipped our old bed in preparation for the new one and are now sleeping on the sofa!!

Communication from Rhenus was great. A text/email to chose a delivery date that suited, a delivery window provided and mobile number to get in touch with the drivers if needed. Delivery arrived exactly when stated and the guys were brilliant. They were very friendly and efficient. First time ordering from a merchant that uses Rhenus so I am extremely impressed as a first time customer!

Ordered a mattress from EMMA Sleep. Initially given a 3 hour delivery window in the afternoon. I was told I would receive a more accurate window in the morning of delivery. The time given was still a 3 hour window but in the morning. Didn't receive a phone call until two hours after the window saying they were 30 minutes away. 45 minutes later got another phone call which I couldn't hear and they hung up 7 seconds later. No other attempts were made to phone back. Phoned customer service and they said they could not access my road due to closure. They spent 40 minutes 'looking' for the house when the nearby road closures are clearly marked on Google maps. The access to the street is from the nearest A road has been open the whole time. The only nearby road that is closed is a non classified road. Have now been informed I have to rebook my delivery after they quality check my product when it's back in the warehouse. They won't try on the next working day. They also can't give an ETA on this. Spent all day in the house waiting for nothing. Would not recommend

Was told my bed frame would be delivered within a 3 hour window, but would receive a text the morning of with a more specific time….this did not happen. They make it very difficult to contact customer service, just provide a WhatsApp chat on their website, but an agent never responded. Eventually got a number by ringing a separate sister company, to be told my item wasn’t even loaded onto the van.I booked the day off work for the delivery.Delivery was rebooked, second time ran very smoothly. Delivery drivers were polite and rang when close to delivery.

Great customer service! I was kept up to date about when to expect my delivery and was given a 3 hour delivery time slot the day before. The day of delivery I was given the driver's number and received a phone call from the driver when he was 15 minutes away. Delivery was quick and efficient. Very happy with their service and would recommend.

Would give them 0 stars if that was an option. Ordered a bed, took the day off work for it to delivered. Nobody turned up. Nobody called. Had to get in contact with Rhenus myself for them to tell me it was a failed contact as they couldn’t find the property. Terrible customer service too following this. STILL NO DELIVERY. Avoid at all costs

The fact this company exists is an anathema to capitalism as a concept. It shouldn’t be able to call itself a logistics & delivery company as I have seen no evidence of this.I have waited for 2 months between it and Emma Mattress for a delivery of my mattress set. The level of incompetence and poor customer handling would be comical if not for the fact that it has now descended into the fantastical, i.e. unbelievable.Some more tangible examples of how bizarre and poor this company operates:- First cancellation: No communication; when I sought feedback, I heard after the fact that the truck had broken down;- Second cancellation: No communication at all; I gleaned that they just couldn’t find the stock- Third pending delivery: Currently I wait with bated breath. The three hour delivery window ended ten minutes ago, but tracking the truck online it doesn’t seem to have left the depot; I am 4th in the queue and have very little faithIn each case, I had to actively look for the status of my delivery, go via a Whatsapp bot that just stopped responding to me, even use Emma Mattress to reach out to them.Some tips for how to run a logistical business:- Be able to receive, store, handle and deliver the products you offer (one would think this is obvious)- Proactively engage with your customers so they can believe you aren’t a fake, shame company (I still hold this view)- Invest in some communication platform that is fit for purpose (i.e. it enables actual communication)

Rhenus collected our old mattress today and it was an absolutely faultless service for half the price our local Council wanted for a lesser service. Communication spot on, given a time slot and arrived on time. Polite, curteous and professional upon arrival so would highly recommend to anyone looking to dispose of a mattress responsibly. The Council required us to get the mattress onto the road outside as well, making this even better value. Highly recommended.

I am pretty sure the good reviews on here are fake!!!We have requested a mattress return with Emma Sleep and then got contacted by Rhenus for a pick up.First of all they barely have any available dates and their customer service (only on whats app) is non-existing and keeps sending you the same automatic messages.We scheduled a pick-up THREE times as it was always cancelled. (the second time the excuse was that the van broke down - the other times we didn't get a reason at all).The mattress was meant to get picked up between 6.30am - 9am today and when I clicked on the tracking link at 8.45 it says there is no pick up time anymore. I wasn't even sent a message.I contacted Emma to see what happened. The response:'As per checking, the time they haven't tried to collect was they have no more room on their trunk'Just a proof of their incompetence and a guide on how not to run a business!

Can't fault them in terms of keeping us informed and delivering bang on time. Set up new mattress, removed the old one (as requested) and got rid of all packaging. Thank you. But please remember that you are entering someone's home and we don't appreciate muddy shoes up and down the stair carpet, across the hall and landing and across the bedroom carpet. Please take off your shoes, wear overshoes or at the very least wipe your feet. I'm sure you would like others to treat your home with respect.