Major issues with Online Mattress Company - HELP?

worried_mummy

New Member
Feb 22, 2012
1
0
0
My dad purchased an Orthopedic Mattress from a large online Mattress Company 8th November 2011 now and within days of using it, realised there was a major fault with it and has been battling (unsuccessfully) since to even get a replacement?

My dad rang their Customer Services to complain only to be told they couldnt deal with the complaint and would have to contact the Manufacturer. When my dad tried to explain that he wasn't happy with this way of dealing with the fault, they simply hung up on him. He then wrote an email and stated that there was a 1.5" imprint on both sides of the mattress where my mum and he slept, which they then requested extensive pictures with which to forward onto the Manufacturer again.

Reluctantly, he agreed and they wrote back some 2wks later with a reply from the Manufacturer stating:

" I have had a look at the below mattress and I cannot see any fault, the settlement is within tolerance. Please advise the customer to rotate on a regular basis as this will help in the distribution of the fillings. This seems as if it is a comfort issue. There is no industry standard definition of ‘Orthopaedic’ and the term tends to be freely used to describe firmer mattresses. A firm mattress is not necessarily suitable for back problems. Where choice is based on a subjective assessment of what feels comfortable, this is the customers decision. Unfortunately we do not specify a firmness rating on our products as we often find that comfort issues are very subjective and open to personal interpretation. You should also consider the type of base the mattress is to be used on. If the base has springs in also then the mattress will have more 'bounce' to it and therefore would again feel softer.

No further action at this time.

He went on to email them more pictures and argue his point that they were the seller and the issue should be resolved by them - Only to receive this reply from Mattress Company:

"As our previous email I am afraid we cannot do anything further to help you at this time. The mattress is within tolerance allowed during the manufacturing process, and this has been confirmed by Rest Assured. The definition of a ‘comfortable’ mattress open to interpretation and is subjective from customer to customer, and we would always recommend a customer trying a mattress in a local bed shop before making a purchase.

All new mattresses can take some getting used to as the feel will be different from your old mattress. Regular rotation as per the care instructions should even out any fillings within the mattress and ensure the mattress ‘settles’ in.

Where do we go from here... my parents are 70yr old pensioners who are so stressed by the whole fiasco, want to forget it ever happened and move on, but with the company refusing point-blank to even listen anymore to reason what can we do now?? The longer the problem persists the worse the mattress gets on a daily basis and is like sleeping in a 'trough' as they put it.

Apologies for rambling on, i just didnt want to miss anything out:eek:
 

Witch consumer

Moderator
Sep 8, 2008
1,593
3
0
Debtors retreat
i think in a case where you are hitting a brick wall you have 2 choices, you can ask your questions of Trading Standards who will advise whether this problem should be acceptable (IMHO I would say not but my word counts for very little.

Or you can get a report from an independant specialist and use that in your complaint (it will cost you but should it turn out to be faulty you will get the money refunded)

You are correct to continue to deal with the supplier as it is their reponsibility.

You seem to have done everything correctly so far, I don't think there is anything else we can advise to get you further on with this complaint.
 

Tim Deegan

New Member
Apr 14, 2011
21
0
0
www.mattressadvice.co.uk
To start with, it is the retailer who must deal with any complaints as your contract is with them, and not the manufacturer. And the retailer should act as a go between.

As for the settlement, this is quite normal for the first few weeks, but should even out with use, and with turning. If it doesn't even out, then it is most likely that there is a fault with the mattress.

If you have good reason to suspect a fault, then they should send an independent inspector. However many so called independent inspectors can be biased towards the company that contracted them, as they want them to use them again.

If I were you I would contact Trading Standards, as it looks like you have hit a brick wall on this one.

I also think you should name and shame the retailer.

My personal view is that if you manage to get a refund (which you are entitled to if the mattress develops a fault within 6 months), then I would stay well away from any large manufacturers or retailers. And especially stay away fro Rest Assured and the rest of the Silentnight group.

Before buying a replacement, have a look at this site for impartial mattress advice: http://www.mattressadvice.co.uk