My wife ordered a matress from an on-line supplier and specifically stated that she wanted a latex mattress without memory foam, that she could use straight away, and some need to be vented for up to a week to off-gas. She is diabetic and suffers from asthma and cannot tolerate chemical smells. This was promised by the salesman. An email confirmation was sent to us but we could not open it as it was done via a spreadsheet program that we do not have. I emailed to inform them we could not read it and they simply sent the same thing again.
I have subsequently opened it via Star Office and it simply states Luxury latex.
The mattress arrived the next day and when opened absolutely stinks of chemicals and is quite unusable for her.
The cover of the mattress is removable and on opening it clearly has 2 different layers of foam the top one of which feels to us to be memory foam.
I wrote to them as below
I ordered a mattress from you on 14th Feb and was sent an order confirmation that I cannot open in any format on my computer. Neither Word nor Adobe will open it; I presume it is in the form of a spreadsheet, which I cannot access.
The mattress was delivered the next day and was I impressed with the speed of delivery, however, the mattress itself is not at all what I want or ordered
.
I spoke at length with Craig prior to ordering, and was very specific that I did not want a mattress containing memory foam!
I also specified that I wanted to be able to use the mattress straight away, which he said I would be able to do.
I am diabetic and suffer from asthma and am very sensitive to smells.
On opening the mattress there was a most unpleasant chemical smell and I was unable to use it because it made me feel sick.
I have left it in a room with the windows open since then but the smell is still there and is actually noticeable in the rest of the house.
I have opened the cover on the mattress and there are clearly 2 layers of foam, the top one feels to me to be memory foam, which I specifically stated that I did not want.
I find this completely unacceptable and am not prepared to have this mattress in the house, as I cannot tolerate the smell and as it does not fulfil the qualities that I was led to expect when I placed the order.
I would like you to arrange collection of this mattress as soon as possible and want a full refund for £353.99.
They have today emailed me,
Dear Sheila Montague
Thank you for your email. As you are not able to open the attachment we have sent, we will send your receipt in the post. We have received your photos and will forward them on to the manufacturer to verify the foam in the mattress.
Customer Services will contact you once we have verified the foam in the mattress.
Kind regards,
0844 3911222
I am under the impression that distance selling regulations allow us to cancel within 7 day for whatever reason.
In our case we have been sold something other than we wanted.
Where do we go from here.
Obviously it would be difficult for us to return the mattress if we had to do so as it was vacuum packed in plastic which obviously we could not do even if it were our responsibility which I do not think it is. So we are left with a stinking matress shut in a room with windows open.
Any help or advice would be much appreciated.
Thanks
Peter
I have subsequently opened it via Star Office and it simply states Luxury latex.
The mattress arrived the next day and when opened absolutely stinks of chemicals and is quite unusable for her.
The cover of the mattress is removable and on opening it clearly has 2 different layers of foam the top one of which feels to us to be memory foam.
I wrote to them as below
I ordered a mattress from you on 14th Feb and was sent an order confirmation that I cannot open in any format on my computer. Neither Word nor Adobe will open it; I presume it is in the form of a spreadsheet, which I cannot access.
The mattress was delivered the next day and was I impressed with the speed of delivery, however, the mattress itself is not at all what I want or ordered
.
I spoke at length with Craig prior to ordering, and was very specific that I did not want a mattress containing memory foam!
I also specified that I wanted to be able to use the mattress straight away, which he said I would be able to do.
I am diabetic and suffer from asthma and am very sensitive to smells.
On opening the mattress there was a most unpleasant chemical smell and I was unable to use it because it made me feel sick.
I have left it in a room with the windows open since then but the smell is still there and is actually noticeable in the rest of the house.
I have opened the cover on the mattress and there are clearly 2 layers of foam, the top one feels to me to be memory foam, which I specifically stated that I did not want.
I find this completely unacceptable and am not prepared to have this mattress in the house, as I cannot tolerate the smell and as it does not fulfil the qualities that I was led to expect when I placed the order.
I would like you to arrange collection of this mattress as soon as possible and want a full refund for £353.99.
They have today emailed me,
Dear Sheila Montague
Thank you for your email. As you are not able to open the attachment we have sent, we will send your receipt in the post. We have received your photos and will forward them on to the manufacturer to verify the foam in the mattress.
Customer Services will contact you once we have verified the foam in the mattress.
Kind regards,
0844 3911222
I am under the impression that distance selling regulations allow us to cancel within 7 day for whatever reason.
In our case we have been sold something other than we wanted.
Where do we go from here.
Obviously it would be difficult for us to return the mattress if we had to do so as it was vacuum packed in plastic which obviously we could not do even if it were our responsibility which I do not think it is. So we are left with a stinking matress shut in a room with windows open.
Any help or advice would be much appreciated.
Thanks
Peter
