Mattress import advice please
Discussion
8 days ago a new latex mattress I ordered on Amazon from an Italian company arrived.
For the first 3-4 nights it was perfect, exactly as expected (and as the previous mattress of a similar design but from a UK seller had been).
However after that I became aware that I was sagging in the middle and it was becoming uncomfortable to sleep on. I took some measurements and found that when I was lying on it, my hips were now 3cm lower when I lay in the middle than towards to edge. It became like sleeping in a bowl.
This was in stark contrast to a very similar latex mattress I'd bought from a UK seller 9 years ago - except that one lasted almost 9 years before becoming uncomfortable. That one was 50% natural/50% synthetic latex and is now discontinued. The Italian seller doesn't state the type of latex but the price is relatively low so we must assume it's synthetic. I asked the seller before purchase whether there was any difference in performance between the two, and they said they were the same.
I contacted the seller, and after a few exchanges they asked me to send photos of the bed frame/slats. I did that and they evidently passed the test as the seller didn't comment on them. Then they asked me to send photos of the interior of the mattress - which seems ridiculous as I'd have to damage it to do so. I pointed that out to them. Then they asked me to photograph a strip of wood across the mattress to show the dip. Well of course with no weight on it the dip is very small, so IMHO this is rather useless. But they say without it they cannot help.
Their warranty says 'Our Latex, Memory Foam and Waterfoam mattresses may produce a settlement of the materials contained during daily use; this is normal and will not give right to any repair or replacement or refund'.
I really don't think I can live with this mattress - to me it is unfit for purpose - but the glaring peril is that the seller will refuse to assist. There's also the small issue of how to send a very heavy latex mattress back to Italy. Delivery to me was £67 but that was rolled up.
So if the seller says 'Tough luck' I was wondering what other redress I have. Distance Seller Regulations? Amazon A-Z Guarantee (but it may not apply), credit card S75?
If any PHers can clarify the position and options I'd be grateful!
For the first 3-4 nights it was perfect, exactly as expected (and as the previous mattress of a similar design but from a UK seller had been).
However after that I became aware that I was sagging in the middle and it was becoming uncomfortable to sleep on. I took some measurements and found that when I was lying on it, my hips were now 3cm lower when I lay in the middle than towards to edge. It became like sleeping in a bowl.
This was in stark contrast to a very similar latex mattress I'd bought from a UK seller 9 years ago - except that one lasted almost 9 years before becoming uncomfortable. That one was 50% natural/50% synthetic latex and is now discontinued. The Italian seller doesn't state the type of latex but the price is relatively low so we must assume it's synthetic. I asked the seller before purchase whether there was any difference in performance between the two, and they said they were the same.
I contacted the seller, and after a few exchanges they asked me to send photos of the bed frame/slats. I did that and they evidently passed the test as the seller didn't comment on them. Then they asked me to send photos of the interior of the mattress - which seems ridiculous as I'd have to damage it to do so. I pointed that out to them. Then they asked me to photograph a strip of wood across the mattress to show the dip. Well of course with no weight on it the dip is very small, so IMHO this is rather useless. But they say without it they cannot help.
Their warranty says 'Our Latex, Memory Foam and Waterfoam mattresses may produce a settlement of the materials contained during daily use; this is normal and will not give right to any repair or replacement or refund'.
I really don't think I can live with this mattress - to me it is unfit for purpose - but the glaring peril is that the seller will refuse to assist. There's also the small issue of how to send a very heavy latex mattress back to Italy. Delivery to me was £67 but that was rolled up.
So if the seller says 'Tough luck' I was wondering what other redress I have. Distance Seller Regulations? Amazon A-Z Guarantee (but it may not apply), credit card S75?
If any PHers can clarify the position and options I'd be grateful!
I had a constructive reply from the seller this morning. They've dropped the need for more photos and say 'If you simply don't like the mattress and it doesn't match your needs you can send it back to... (address), Italy. As soon as we receive the mattress we will refund the mattress value.'
That's a great relief as I didn't want a fight. It leads to two questions:
1) What is the legal time limit for such a return? (If it is, say, 30 days then I can see if the mattress improves, but with the knowledge it can go back if not)
2) What carrier would be best to ship a latex double mattress to Italy? The advert says 28kg but it seems much heavier than that. I may ask the seller for confirmation.
NB I misread the invoice; the figure I quoted was VAT not delivery; the delivery cost isn't itemised.
That's a great relief as I didn't want a fight. It leads to two questions:
1) What is the legal time limit for such a return? (If it is, say, 30 days then I can see if the mattress improves, but with the knowledge it can go back if not)
2) What carrier would be best to ship a latex double mattress to Italy? The advert says 28kg but it seems much heavier than that. I may ask the seller for confirmation.
NB I misread the invoice; the figure I quoted was VAT not delivery; the delivery cost isn't itemised.
Simpo Two said:
2) What carrier would be best to ship a latex double mattress to Italy? The advert says 28kg but it seems much heavier than that. I may ask the seller for confirmation.
I'd ask the company if they have a preferred delivery service but UPS or TNT are probably your best options. Its the size rather than the weight that will most likely dictate the shipping cost with that.RedWhiteMonkey said:
I'd ask the company if they have a preferred delivery service but UPS or TNT are probably your best options. Its the size rather than the weight that will most likely dictate the shipping cost with that.
Be very careful with this.I was quoted to ship an item to Europe by UPS via an agency.
I gave accurate measurements of each dimension and the weight;
the parcel was delivered swiftly and safely.
But today I received an email with an invoice for a large amount extra because UPS claimed that
my parcel weighed over three times as much as it actually did.
I'm assuming that it's some kind of volumetric weight calculation that was not made clear.
Elderly said:
RedWhiteMonkey said:
I'd ask the company if they have a preferred delivery service but UPS or TNT are probably your best options. Its the size rather than the weight that will most likely dictate the shipping cost with that.
Be very careful with this.I was quoted to ship an item to Europe by UPS via an agency.
I gave accurate measurements of each dimension and the weight;
the parcel was delivered swiftly and safely.
But today I received an email with an invoice for a large amount extra because UPS claimed that
my parcel weighed over three times as much as it actually did.
I'm assuming that it's some kind of volumetric weight calculation that was not made clear.
Parcels go on weight (which is easy to do) and volume which consists of W x L x H.
I had a reply from the seller this afternoon, and I must say that whilst I was prepared for the worst, they seem to be very helpful;
'You can manage the return with an express courier in your zone, in this case we will do a total refund. Otherwise we can come to you and pick up the mattress, we can ask for a personalized offer. In this case it will be a partial refund.'
They can probably get a better rate than me so I'll defo ask for that quote.
I'll sleep on it until next week... literally!
'You can manage the return with an express courier in your zone, in this case we will do a total refund. Otherwise we can come to you and pick up the mattress, we can ask for a personalized offer. In this case it will be a partial refund.'
They can probably get a better rate than me so I'll defo ask for that quote.
I'll sleep on it until next week... literally!
DSLiverpool said:
They are trying to avoid you raising an A-Z claim where they have to refund and get a black mark from amazon just before peak selling period.
That makes sense. Do you think they might cover the cost of the return or is that asking too much? They suggested they could get me a quote from their courier to collect, but would deduct it from the refund.Simpo Two said:
That makes sense. Do you think they might cover the cost of the return or is that asking too much? They suggested they could get me a quote from their courier to collect, but would deduct it from the refund.
When I sold on amazon Germany the buyers didn’t even get in touch it was straight to an A-Z when normally they were in the wrong.Ask for it to be collected and a full refund upon receipt as it’s a faulty item.
DSLiverpool said:
When I sold on amazon Germany the buyers didn’t even get in touch it was straight to an A-Z when normally they were in the wrong. Ask for it to be collected and a full refund upon receipt as it’s a faulty item.
The slight weakness in my case is that I can't prove it's faulty. I know it's subsided in the middle which makes it uncomfortable to sleep on, but they say 'they all do that sir, it will get better' and their warranty says subsidence is excluded. If I go to Amazon they could start arguing back and so for the sake of a delivery cost I might lose the lot. Let's see how much it is first.DSLiverpool said:
Hopefully all sorted now John?
Thanks you your good self, I think it is on course. We shall see.Before you can initiate the A-Z you have to ask the seller for a return, and they have 48 hours to reply before you can file a claim. I asked them officially (ie through Amazon) for a return last Friday but no confirmatory e-mail arrived from Amazon and the seller didn't reply. So I did it again yesterday and this time it's gone through. The 48 hours expires about 4.30pm on Sunday. Should I file a claim that evening so they have no time to reply or would that Amazon view that as unsporting? How automatic is an A-Z claim? Does somebody from Amazon adjudicate or is it pretty much automatic?
They might have finished early Friday and not seen it, I’d give them till lunch Monday and if no response I’d escalate it.
For the value it might have manual intervention but should be painless.
Big stuff from abroad that can be variable is best avoided. However they choose to sell on the platform and should work within its rules.
For the value it might have manual intervention but should be painless.
Big stuff from abroad that can be variable is best avoided. However they choose to sell on the platform and should work within its rules.
DSLiverpool said:
They might have finished early Friday and not seen it, I’d give them till lunch Monday and if no response I’d escalate it.
For the value it might have manual intervention but should be painless.
Big stuff from abroad that can be variable is best avoided. However they choose to sell on the platform and should work within its rules.
Total paid was £356, which in hindsight is too cheap for a decent product of that sort - but they told me it would feel the same as the more expensive one.For the value it might have manual intervention but should be painless.
Big stuff from abroad that can be variable is best avoided. However they choose to sell on the platform and should work within its rules.
I’ve not fully read this thread, but gather the gist is about importing a mattress to the UK.
Has anyone mentioned the fire regulations? The UK is almost the only country in the world to have very strict fire regs on furniture. It may be that you and/or the manufacturer will be in breach of the regs if you import a non compliant mattress to the UK.
Has anyone mentioned the fire regulations? The UK is almost the only country in the world to have very strict fire regs on furniture. It may be that you and/or the manufacturer will be in breach of the regs if you import a non compliant mattress to the UK.
Mr Noble said:
I’ve not fully read this thread, but gather the gist is about importing a mattress to the UK.
Has anyone mentioned the fire regulations? The UK is almost the only country in the world to have very strict fire regs on furniture. It may be that you and/or the manufacturer will be in breach of the regs if you import a non compliant mattress to the UK.
That has't been an issue, and the dodgy one was 'exported' back to Italy on Monday. (DHL arrived to collect it and to my surprise there was nothing to sign. So I asked the driver 'What proof is there it's been collected?' He wasn't sure but said I could take a photo of his van outside my house!)Has anyone mentioned the fire regulations? The UK is almost the only country in the world to have very strict fire regs on furniture. It may be that you and/or the manufacturer will be in breach of the regs if you import a non compliant mattress to the UK.
When I went back to the UK seller that I'd used successfully 8-9 years ago, they said they'd had to add extra layers on each side for fire regs. I bought it and it's not quite as good as the original, but much better than the Italian one. Ironically the 'British' one is made in Belgium!
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