Sherry S.
They sent wrong topper size and they won’t take care of there screw up!!
They sent wrong topper size, it’s been back and forth with customer service , they lie they say they will call you then they don’t ! There only communication is through email then they just keep emails going back and forth! We are so frustrated at this point , we don’t want there topper we just want our money back we’re so upset ! Worst customer service ever , there fault they sent queen instead of king, we’ve also sent pictures and we’ve ask for a return label and theve sent nothing! Would not recommend buying!!!
Response from Dormeo USAJun 22, 2026
Hi Sherry, Thank you for taking the time to share your feedback. We understand how frustrating this experience has been, and we'd like to provide some additional context. After investigating your case, we confirmed that an unusual warehouse error resulted in the incorrect topper size being shipped, even though our ordering systems correctly reflected the size you purchased. While this type of issue is extremely rare, we take full responsibility for addressing it and appreciate you bringing it to our attention so we could investigate and correct the process internally. Once the issue was identified, we arranged for the correct topper to be shipped to you, and our records show it was successfully delivered two days ago. We sincerely apologize for the inconvenience and frustration caused by this error. Customer feedback is invaluable in helping us improve, and your case has already been used to help prevent similar situations in the future. If you have any additional feedback or if there is anything further we can assist you with regarding your order, please don't hesitate to reach out to our Customer Care team. We would be happy to help. Kind regards, Dormeo Customer Care Team