Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • lalitadrolia
    • By lalitadrolia 17th Oct 16, 5:13 PM
    • 7Posts
    • 3Thanks
    lalitadrolia
    John Lewis mattress quality issue
    • #1
    • 17th Oct 16, 5:13 PM
    John Lewis mattress quality issue 17th Oct 16 at 5:13 PM
    Editing the post to get some facts straight (after I husband saw this post).

    We bought the mattress from John Lewis Stratford store. During our visit I had mentioned the type of bed we had (ottoman with slats) to the salesman and distinctly remember him mentioning that the mattress is supported.

    After the second inspector’s visit we went to John Lewis Stratford store again. We met a sales person and explained our situation to him stating that we wanted a firmer mattress in exchange. He was quite helpful and even had us test out other mattresses and earmark one of them for an exchange. He told us not worry about the inspector’s report and that he would talk to his manager and get this worked out. There would be some amount deducted and of course we would have to pay the difference for the higher costing mattress (we had chosen Ortho 1800 for exchange). To which I agreed provided the deduction was reasonable.

    He called couple of weeks later saying John Lewis can offer an exchange for another mattress after deducting 50% from the value of the existing mattress.

    Note: The store is not saying that a bed with slats is an issue, they are saying the distance between two adjacent slats is more than recommended in our bed.

    I had requested an exchange and never once asked for a refund (which anyways they haven’t offered). I have been willing to pay for the difference in amount however a 50% deduction does seem way too high for mattress which is not even 6 months old.


    We purchased a John Lewis Ortho 1600 mattress for £750 in April 2016. as we wanted a firm mattress. After about 3 months it went very soft and springy as opposed to firm. We reported the issue in the store. The after sales team sent a mattress inspector after about 3 weeks. He did a few checks and few days later we were called and told that the mattress is still as firm as new so nothing can be done about it.

    We disagreed and they sent out another inspector. This guy did not do any checks, just looked at the mattress and the bed and said nothing is wrong with it. When I disagreed he changed his stance and said the gap between the slats in our is more than recommended and that's why the mattress has gone soft.


    Any help in this matter will be appreciated. Thanks
    Last edited by lalitadrolia; 18-10-2016 at 12:18 AM. Reason: Adding more information
Page 1
    • marliepanda
    • By marliepanda 17th Oct 16, 5:20 PM
    • 3,597 Posts
    • 7,073 Thanks
    marliepanda
    • #2
    • 17th Oct 16, 5:20 PM
    • #2
    • 17th Oct 16, 5:20 PM
    50% plus you keep the mattress? pretty good.

    You want 90% PLUS the mattress? Thats never gonna happen.
    Suvery Earnings 2016 - £188
    • lalitadrolia
    • By lalitadrolia 17th Oct 16, 5:27 PM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    • #3
    • 17th Oct 16, 5:27 PM
    • #3
    • 17th Oct 16, 5:27 PM
    The point is we bought a specific ortho series mattress because w need a firm mattress due to back pain issue. I don't care about getting 50% back and keeping the mattress as I'm not looking to make money out of this. What I need is a good quality mattress for the price I paid. To lose £375 for no fault of mine seems unfair.
    • hollydays
    • By hollydays 17th Oct 16, 6:02 PM
    • 14,584 Posts
    • 10,378 Thanks
    hollydays
    • #4
    • 17th Oct 16, 6:02 PM
    • #4
    • 17th Oct 16, 6:02 PM
    I'm just guessing here but is an " ottoman bed" the best thing for someone who needs a very firm mattress? Surely they are relatively flimsy?
    • lalitadrolia
    • By lalitadrolia 17th Oct 16, 6:07 PM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    • #5
    • 17th Oct 16, 6:07 PM
    • #5
    • 17th Oct 16, 6:07 PM
    We needed storage as we live in a small flat in London. The point is we had mentioned this to the salesman and he said that's not a concern at the time of purchase.
    • theonlywayisup
    • By theonlywayisup 17th Oct 16, 6:07 PM
    • 9,686 Posts
    • 6,506 Thanks
    theonlywayisup
    • #6
    • 17th Oct 16, 6:07 PM
    • #6
    • 17th Oct 16, 6:07 PM
    OP can you indicate which mattress this is.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • lalitadrolia
    • By lalitadrolia 17th Oct 16, 6:12 PM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    • #7
    • 17th Oct 16, 6:12 PM
    • #7
    • 17th Oct 16, 6:12 PM
    John Lewis new ortho 1600 pocket Spring mattress king size
    • theonlywayisup
    • By theonlywayisup 17th Oct 16, 6:27 PM
    • 9,686 Posts
    • 6,506 Thanks
    theonlywayisup
    • #8
    • 17th Oct 16, 6:27 PM
    • #8
    • 17th Oct 16, 6:27 PM
    John Lewis new ortho 1600 pocket Spring mattress king size
    Originally posted by lalitadrolia
    That mattress has 1 single review [which I thought may be yours until I read it]. It is too hard according to the purchaser.

    If the mattress isn't faulty then I can't see there is much you can do. It certainly does sound like your bed frame rather than a fault with the mattress.

    The JL bed buying guide says:

    If you have a good quality bed frame then just invest in a mattress. If you've a divan base, we advise buying a complementary mattress and base together for proper support
    http://www.johnlewis.com/buying-guides/mattresses-buying-guide

    I don't wish to sound disagreeable but perhaps your bed frame isn't a quality one and is the reason your mattress isn't comfy? I would never buy a mattress without the recommended frame/divan.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Moneyineptitude
    • By Moneyineptitude 17th Oct 16, 7:14 PM
    • 17,239 Posts
    • 7,776 Thanks
    Moneyineptitude
    • #9
    • 17th Oct 16, 7:14 PM
    • #9
    • 17th Oct 16, 7:14 PM
    What I need is a good quality mattress for the price I paid. To lose £375 for no fault of mine seems unfair.
    Originally posted by lalitadrolia
    As others here (and the John Lewis inspectors) have pointed out, the fault appears to be with the base not the mattress.

    If you want to take this further, you'll need to arrange an independent inspection of the mattress. Of course, if this does not agree with your assessment you will have paid out for nothing.

    You also state that you specifically told the salesman that you would be laying the mattress on an Ottoman, but that's just your word against their's and I doubt any court would find in your favour if the base is plainly unsuitable.

    I think you need to be purchasing a different base for your mattress with the partial refund you've been generously offered.
    Last edited by Moneyineptitude; 17-10-2016 at 7:18 PM.
    • susancs
    • By susancs 17th Oct 16, 7:50 PM
    • 3,723 Posts
    • 3,590 Thanks
    susancs
    As others here (and the John Lewis inspectors) have pointed out, the fault appears to be with the base not the mattress.

    I think you need to be purchasing a different base for your mattress with the partial refund you've been generously offered.
    Originally posted by Moneyineptitude
    I think this is sound advice and mirrors that of The Sleep Council who state
    "Buy base and mattress together.
    At the very least, make sure you try mattresses on a similar type of base. The two are designed to work together and a change of base will affect the feel and performance of the mattress".
    http://www.sleepcouncil.org.uk/pdf-downloads/bed_buyers_guide.pdf
    • hollydays
    • By hollydays 17th Oct 16, 7:55 PM
    • 14,584 Posts
    • 10,378 Thanks
    hollydays
    You could try to contact Hypnos, who make the mattress and ask their opinion on the slats, and speak to Jl again about the discrepancies in the two reports if anything new comes up.
    http://www.hypnosbeds.com/index.aspx
    • Fluffybunny80
    • By Fluffybunny80 17th Oct 16, 8:23 PM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    I have that exact same mattress! it was an ortho 1600 pocket sprung and cost £750 about a year ago.
    it's supposedly made by hypnos but is awful and is sagging and so unsupportive it's unreal.

    problem is this replaced a previous one from there that was even worse! (a naturals collection one) and they said they won't exchange again so if anything goes wrong it's tough basically!

    so we are stuck with it.
    it was firm for first couple months too then felt like a cheap nasty one and has caused my arthritis in my back to get much worse!

    we've spent £100 on a decent memory topper but it's still not great and are saving up for another but I will never shop at John Lewis ever again!
    • theonlywayisup
    • By theonlywayisup 17th Oct 16, 8:34 PM
    • 9,686 Posts
    • 6,506 Thanks
    theonlywayisup
    I have that exact same mattress! it was an ortho 1600 pocket sprung and cost £750 about a year ago.
    it's supposedly made by hypnos but is awful and is sagging and so unsupportive it's unreal.

    problem is this replaced a previous one from there that was even worse! (a naturals collection one) and they said they won't exchange again so if anything goes wrong it's tough basically!

    so we are stuck with it.
    it was firm for first couple months too then felt like a cheap nasty one and has caused my arthritis in my back to get much worse!

    we've spent £100 on a decent memory topper but it's still not great and are saving up for another but I will never shop at John Lewis ever again!
    Originally posted by Fluffybunny80
    What bases did you have each of these mattresses on? To have two different mattresses fail seems like there could be another common denominator.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • lalitadrolia
    • By lalitadrolia 17th Oct 16, 10:16 PM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    Sorry to hear that. Would you mind my asking what type of bed base you used?
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 12:59 AM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    we've had the bed around five years and had a myers before this that was wonderful and I'd always had myers beds but wanted to try a John Lewis bed because of their usual great customer service.
    we'd made a few other large purchases from there the month before.

    it's a real leather ottoman cost a grand from dreams for the bed alone in 2011. It came with a ten year guarantee.
    We were happy with the myers apart from it was a medium firmness and with my back getting worse with the arthritis and related conditions, my physio recommended an orthopedic mattress.
    The John Lewis ortho one that replaced the first one that was a 'special buy' and was terrible, cost us an extra £200 but as John Lewis told us that their ortho range was made by Hypnos and had a ten year guarantee and was best beds in the world according to them, then it sounded like it was worth the extra money.

    Looking back £750 for a 1600 pocket sprung is a ridiculous price anyhow and we could have gotten much better elsewhere but there you go.
    you don't always get what you pay for it suppose.

    The fact that there is Two of us with exact same mattress with exactly same issues doesn't ring alarm bells that the mattress may be faulty yet it rings alarm bells that it's my bed??

    I only posted to back up the OP on their post as I've had same issues, but should have expected it to be my beds fault or something by reading some of the posts on here.

    it's why I rarely post lol
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 1:00 AM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    sorry myers mattress not bed.
    the bed is dreams, the previous mattress was myers and my edit button doesn't seem to work on my mobile, hence the additional post.
    • lalitadrolia
    • By lalitadrolia 18th Oct 16, 1:05 AM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    Sorry you misunderstood the reason I asked about your bed. It was to prove the point that the mattress is faulty in case you were using a bed which had a solid base instead of slats like us. Because then John Lewis would not have been able to pin the blame on the bed. Hope this clarifies and thank you for your input.
    Hearing your story it seems we can't hope for a real resolution from them sadly.
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 1:11 AM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    wasn't you I was referring to. I was merely backing you up as I have same issues as you 😊
    • lalitadrolia
    • By lalitadrolia 18th Oct 16, 1:12 AM
    • 7 Posts
    • 3 Thanks
    lalitadrolia
    The mattress inspector was from Hypnos
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 1:16 AM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    we haven't complained about this one as don't see the point so bought a decent topper which is OK for now I suppose.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

605Posts Today

3,597Users online

Martin's Twitter