Mattress return - unfair charges
Discussion
I ordered a mattress earlier this month which like many of the other brands came with a no risk returns policy. If we didn't like it we just needed to send it back.
At checkout a "free" mattress protector was included with the mattress. We didn't actually want one but we couldn't remove it from the cart.
The order was placed, the mattress turned up, we tried it but it wasn't for us. So we contacted the company to arrange collection for the mattress (no issue there) but we were told that we would be charged £150 for the cost of the free mattress protector (that we didn't want).
Apparently if the packaging has been compromised in anyway then they wont accept the product back.
Unfortunately the wife did open the packet to see what it was like (it was garbage).
During the check out process I couldn't remove the mattress cover from the cart, and there was nothing presented prior to purchase regarding this term in the returns policy, or with the actual shipment itself. Having checked through their site there is one line hidden in the T&C's with this exception.
It seems pretty sharp practice by the business and less than fair on the consumer. Include a freebie with a purchase and then demand payment for it once you take advantage of the returns policy for the main item you bought.
Am I going to have to bend over on this or are they chancing their arm?
Advice / opinions appreciated.
At checkout a "free" mattress protector was included with the mattress. We didn't actually want one but we couldn't remove it from the cart.
The order was placed, the mattress turned up, we tried it but it wasn't for us. So we contacted the company to arrange collection for the mattress (no issue there) but we were told that we would be charged £150 for the cost of the free mattress protector (that we didn't want).
Apparently if the packaging has been compromised in anyway then they wont accept the product back.
Unfortunately the wife did open the packet to see what it was like (it was garbage).
During the check out process I couldn't remove the mattress cover from the cart, and there was nothing presented prior to purchase regarding this term in the returns policy, or with the actual shipment itself. Having checked through their site there is one line hidden in the T&C's with this exception.
It seems pretty sharp practice by the business and less than fair on the consumer. Include a freebie with a purchase and then demand payment for it once you take advantage of the returns policy for the main item you bought.
Am I going to have to bend over on this or are they chancing their arm?
Advice / opinions appreciated.
You can inspect goods as you would do in the shops - for the protector i would expect to be able to open it and look at it
therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
Mojooo said:
You can inspect goods as you would do in the shops - for the protector i would expect to be able to open it and look at it
therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
Unfortunately I think the regulations allow a get-out for hygiene reasons (based on the packaging being unsealed)therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
Would be interested to see the T&C terms
essayer said:
Mojooo said:
You can inspect goods as you would do in the shops - for the protector i would expect to be able to open it and look at it
therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
Unfortunately I think the regulations allow a get-out for hygiene reasons (based on the packaging being unsealed)therefore they should refund (unless you have slept on it etc
https://www.businesscompanion.info/en/quick-guides...
the general practice could be breaching other laws so i would report to trading standards
Would be interested to see the T&C terms
https://curia.europa.eu/jcms/upload/docs/applicati...
The retailer cannot force you to have something for free and then try to ascribe a ridiculous value to it. Its a blatant unfair practice.
moustachebandit said:
I ordered a mattress earlier this month which like many of the other brands came with a no risk returns policy. If we didn't like it we just needed to send it back.
At checkout a "free" mattress protector was included with the mattress. We didn't actually want one but we couldn't remove it from the cart.
The order was placed, the mattress turned up, we tried it but it wasn't for us. So we contacted the company to arrange collection for the mattress (no issue there) but we were told that we would be charged £150 for the cost of the free mattress protector (that we didn't want).
Apparently if the packaging has been compromised in anyway then they wont accept the product back.
Unfortunately the wife did open the packet to see what it was like (it was garbage).
During the check out process I couldn't remove the mattress cover from the cart, and there was nothing presented prior to purchase regarding this term in the returns policy, or with the actual shipment itself. Having checked through their site there is one line hidden in the T&C's with this exception.
It seems pretty sharp practice by the business and less than fair on the consumer. Include a freebie with a purchase and then demand payment for it once you take advantage of the returns policy for the main item you bought.
Am I going to have to bend over on this or are they chancing their arm?
Advice / opinions appreciated.
How long ago did you take delivery? The mattress is of course covered by the retailers T&C but, for a stone bonker, it would be easier with the cover if it was within the right to reject period. That said it all smacks of some bad faith so you may well win out in the end. At checkout a "free" mattress protector was included with the mattress. We didn't actually want one but we couldn't remove it from the cart.
The order was placed, the mattress turned up, we tried it but it wasn't for us. So we contacted the company to arrange collection for the mattress (no issue there) but we were told that we would be charged £150 for the cost of the free mattress protector (that we didn't want).
Apparently if the packaging has been compromised in anyway then they wont accept the product back.
Unfortunately the wife did open the packet to see what it was like (it was garbage).
During the check out process I couldn't remove the mattress cover from the cart, and there was nothing presented prior to purchase regarding this term in the returns policy, or with the actual shipment itself. Having checked through their site there is one line hidden in the T&C's with this exception.
It seems pretty sharp practice by the business and less than fair on the consumer. Include a freebie with a purchase and then demand payment for it once you take advantage of the returns policy for the main item you bought.
Am I going to have to bend over on this or are they chancing their arm?
Advice / opinions appreciated.
Mojooo said:
The ECJ has ruled on this point so luckily he will be covered.
https://curia.europa.eu/jcms/upload/docs/applicati...
The retailer cannot force you to have something for free and then try to ascribe a ridiculous value to it. Its a blatant unfair practice.
Damned european red tape....https://curia.europa.eu/jcms/upload/docs/applicati...
The retailer cannot force you to have something for free and then try to ascribe a ridiculous value to it. Its a blatant unfair practice.
TooLateForAName said:
Mojooo said:
The ECJ has ruled on this point so luckily he will be covered.
https://curia.europa.eu/jcms/upload/docs/applicati...
The retailer cannot force you to have something for free and then try to ascribe a ridiculous value to it. Its a blatant unfair practice.
Damned european red tape....https://curia.europa.eu/jcms/upload/docs/applicati...
The retailer cannot force you to have something for free and then try to ascribe a ridiculous value to it. Its a blatant unfair practice.
Thanks for the responses and the helpful link.
Only had the abridged version of events when I posted yesterday, the wife gave me the details when I got home.
The company are refusing the refund of the mattress £700+ until we pay them for the mattress protector. Time is running out on the free trial period so they have us over a barrel with this.
Whilst we didn't want the mattress protector when it arrived the wife open the packet and without thinking that this would be some condition to the trial policy followed the instructions that stated it should be washed before fitting to the mattress to rid it of the chemical smell.
Understandably she didn't have any idea that the cover that was supplied free with the mattress would subsequently be used against us in the case of a return. Does seem pretty moronic from a business perspective to offer a free trial and then supply the product with a complimentary item and not expect its use.
The mattress protector is £169 and there is no way on earth I would ever pay that for a mattress protector regardless of who made it or how good it is supposed to be. This does seem they are sneaking this in the back door.
Only had the abridged version of events when I posted yesterday, the wife gave me the details when I got home.
The company are refusing the refund of the mattress £700+ until we pay them for the mattress protector. Time is running out on the free trial period so they have us over a barrel with this.
Whilst we didn't want the mattress protector when it arrived the wife open the packet and without thinking that this would be some condition to the trial policy followed the instructions that stated it should be washed before fitting to the mattress to rid it of the chemical smell.
Understandably she didn't have any idea that the cover that was supplied free with the mattress would subsequently be used against us in the case of a return. Does seem pretty moronic from a business perspective to offer a free trial and then supply the product with a complimentary item and not expect its use.
The mattress protector is £169 and there is no way on earth I would ever pay that for a mattress protector regardless of who made it or how good it is supposed to be. This does seem they are sneaking this in the back door.
moustachebandit said:
Thanks for the responses and the helpful link.
Only had the abridged version of events when I posted yesterday, the wife gave me the details when I got home.
The company are refusing the refund of the mattress £700+ until we pay them for the mattress protector. Time is running out on the free trial period so they have us over a barrel with this.
Whilst we didn't want the mattress protector when it arrived the wife open the packet and without thinking that this would be some condition to the trial policy followed the instructions that stated it should be washed before fitting to the mattress to rid it of the chemical smell.
Understandably she didn't have any idea that the cover that was supplied free with the mattress would subsequently be used against us in the case of a return. Does seem pretty moronic from a business perspective to offer a free trial and then supply the product with a complimentary item and not expect its use.
The mattress protector is £169 and there is no way on earth I would ever pay that for a mattress protector regardless of who made it or how good it is supposed to be. This does seem they are sneaking this in the back door.
Haven't read the full article here - https://www.which.co.uk/consumer-rights/regulation... - but it's worth a look due to this highlighted part..........Companies are not allowed to charge you for items they put in your online shopping basket or that you have bought as a result of a pre-ticked boxOnly had the abridged version of events when I posted yesterday, the wife gave me the details when I got home.
The company are refusing the refund of the mattress £700+ until we pay them for the mattress protector. Time is running out on the free trial period so they have us over a barrel with this.
Whilst we didn't want the mattress protector when it arrived the wife open the packet and without thinking that this would be some condition to the trial policy followed the instructions that stated it should be washed before fitting to the mattress to rid it of the chemical smell.
Understandably she didn't have any idea that the cover that was supplied free with the mattress would subsequently be used against us in the case of a return. Does seem pretty moronic from a business perspective to offer a free trial and then supply the product with a complimentary item and not expect its use.
The mattress protector is £169 and there is no way on earth I would ever pay that for a mattress protector regardless of who made it or how good it is supposed to be. This does seem they are sneaking this in the back door.
mgv8 said:
The fundamental of charging you for something they said was "free" is a key point.
Quite soIf you could not remove it from the basket (IE it was forced free gift) you aren't liable to pay for it.
Tell them to f
k off. , after they have paid you.Also, Facebook may be a good shout.
Post up on their most recent advertisement, they will soon sort you out.......
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