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
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