Mattress not as expected. Retailer being difficult.
Discussion
OK. So mattress purchased from a large, premium department store. Multiple visits to different branches checking many before finding the 'one'. This was checked in two different branches. I might add the mattress was purchased along with a bed which just happened to be used for displaying the mattress in store.
When the mattress was delivered, it was immediately clear it was considerably firmer than the ones tested in store. The branch that it was purchased from was called the same day to report this before any packaging was removed. The choice was given of having it picked up and returned for a charge of £29.95, or putting the mattress on the bed and try it for 30 days. Seeing as was needed that night, the 30 day option was taken. An additional call was made before the 30 day period had expired to reiterate that something was still not right with the mattress.
During the conversation with customer service, they informed that it needed to be turned every week to bed it in (pun intended) I cannot believe this is something that anyone should be expected to do when they have spent a considerable amount on a high quality mattress in order for it to feel the same as the one tested in multiple stores. Even taking into account people testing the mattresses in store, they can't have had a significant amount of use to differentiate them from a factory fresh mattress.
No mention was made of this weekly turning by any of the staff in numerous lengthy discussions whilst considering what to buy.
Basically hit a brick wall now. Customer service didn't want to know so we went over their head. Supposedly someone was dealing with it. There was talking of someone from the store coming round to check it out but nothing came of that. Promised phone calls and nothing. Constantly trying to chase and getting nowhere.
The shop is well known for it's customer service which I have never had in issue with before.
Surely contacting the store on the day of delivery and explaining the concern before opening the packaging was the correct procedure and would enable a return/replacement?
Customer service has quite frankly been shocking from the attitude of the initial person that was dealing with it.
I appreciate it's a mattress so exempt from the normal return procedure for goods but if all these online mattress start ups can do 100 day free trials, free delivery, return and free collection if you're not happy, surely a retailer established for over 80 years can eat the cost of a replacement/return?
Am I being unreasonable? What can I do? I was thinking perhaps posting on their social media. They don't tend to like that do they.
When the mattress was delivered, it was immediately clear it was considerably firmer than the ones tested in store. The branch that it was purchased from was called the same day to report this before any packaging was removed. The choice was given of having it picked up and returned for a charge of £29.95, or putting the mattress on the bed and try it for 30 days. Seeing as was needed that night, the 30 day option was taken. An additional call was made before the 30 day period had expired to reiterate that something was still not right with the mattress.
During the conversation with customer service, they informed that it needed to be turned every week to bed it in (pun intended) I cannot believe this is something that anyone should be expected to do when they have spent a considerable amount on a high quality mattress in order for it to feel the same as the one tested in multiple stores. Even taking into account people testing the mattresses in store, they can't have had a significant amount of use to differentiate them from a factory fresh mattress.
No mention was made of this weekly turning by any of the staff in numerous lengthy discussions whilst considering what to buy.
Basically hit a brick wall now. Customer service didn't want to know so we went over their head. Supposedly someone was dealing with it. There was talking of someone from the store coming round to check it out but nothing came of that. Promised phone calls and nothing. Constantly trying to chase and getting nowhere.
The shop is well known for it's customer service which I have never had in issue with before.
Surely contacting the store on the day of delivery and explaining the concern before opening the packaging was the correct procedure and would enable a return/replacement?
Customer service has quite frankly been shocking from the attitude of the initial person that was dealing with it.
I appreciate it's a mattress so exempt from the normal return procedure for goods but if all these online mattress start ups can do 100 day free trials, free delivery, return and free collection if you're not happy, surely a retailer established for over 80 years can eat the cost of a replacement/return?
Am I being unreasonable? What can I do? I was thinking perhaps posting on their social media. They don't tend to like that do they.
DELETED: Comment made by a member who's account has been deleted.
Turn the mattress every week? I have genuinely never heard this. You're saying this is normal? Every 3-6 months sure, but once a week? Seems pretty mad. Mercury00 said:
Shop mattresses are always softer due to thousand of people testing it. Yours will feel like that after a thousand nights sleep.
Problem is it's for a guest room so will see a fraction of normal use so I imagine will never see broken in softness. m3jappa said:
Not of any help i know but i often wonder about these promises to return mattresses after x amount of nights sleeping on them.
I mean do they actually just agree to take them back without a fight (obviously not in the op case). Surely by the time its been used for even 1 night then they are useless and can't be sold as new or infact sold on at all, only good for landfill?
Just curious as I'm going to buy a new bed soon and have back problems which are made significantly worse by a mattress. Very hard to tell in store whats comfortable.
From what I gather, the return rate is low so it’s no big deal to them. It all just gets recycled. Fabric shredded and put in punch bags e.t.c.I mean do they actually just agree to take them back without a fight (obviously not in the op case). Surely by the time its been used for even 1 night then they are useless and can't be sold as new or infact sold on at all, only good for landfill?
Just curious as I'm going to buy a new bed soon and have back problems which are made significantly worse by a mattress. Very hard to tell in store whats comfortable.
Edited by Thermobaric on Sunday 20th August 22:25
Not been back to the shop yet no. Might do that out of curiosity. It was delivered within a few days of looking in the shop so relatively fresh in the brain but who knows. It's just odd that the same mattress was tried in different branches and then when it comes to the delivered one, it was very noticeably different.
Will explore CC avenue too.
Cheers guys.
Will explore CC avenue too.
Cheers guys.
It may seem rather incredulous making such a fuss over a mattress for a guest bedroom but a considerable amount of research was done and for it to turn up not as expected is rather annoying. Add to this the flip flopping and crappy CS further sours the situation. It was specifically chosen to cater to the needs of the person who will be the main user who suffers with back issues. Said person has no qualms agreeing that it is not a comfortable nights sleep.
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