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  • 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 2
    • theonlywayisup
    • By theonlywayisup 18th Oct 16, 8:30 AM
    • 9,686 Posts
    • 6,506 Thanks
    theonlywayisup
    it's a real leather ottoman cost a grand from dreams for the bed alone in 2011.
    Originally posted by Fluffybunny80
    The common denominator.

    Cost is not necessarily a reflection on quality.

    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??
    Originally posted by Fluffybunny80
    Yes, two of you with the same issue, with the same bed frame.

    Did you have your mattress inspected? The OP did, twice if I understood it correctly, and neither inspector found a fault with the mattress.

    But you both have issues, you have had it with two mattresses and you and the OP both have ottomans.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • hollydays
    • By hollydays 18th Oct 16, 8:35 AM
    • 14,584 Posts
    • 10,378 Thanks
    hollydays
    At this stage the op could buy a secondhand drawer divan base-easy enough to pick up very cheaply off the likes of ebay .Try it for a while and see the difference( my luxury is a " white company " feather topper at £150 it's not mse but pure heaven and I bought it at the reduction in the sale)
    • Adereterial
    • By Adereterial 18th Oct 16, 3:27 PM
    • 474 Posts
    • 644 Thanks
    Adereterial
    There's an easy way to resolve this, surely? Take the mattress off the bed and try it on the floor. If it's better, the bed frame is at fault.
    • hollydays
    • By hollydays 18th Oct 16, 7:05 PM
    • 14,584 Posts
    • 10,378 Thanks
    hollydays
    There's an easy way to resolve this, surely? Take the mattress off the bed and try it on the floor. If it's better, the bed frame is at fault.
    Originally posted by Adereterial
    Getting onto the floor is not always easy for someone with a bad back.
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 10:11 PM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    John Lewis found time first mattress to be at fault hence why they exchanged it for like for like then we paid extra £200 or whatever it was for the hypnos.
    they agreed to the exchange on photos then took it back to inspect and contacted me to advise it was indeed 'not up to standard' and even told me that this

    there was a similar review to ours on the 1800 which is very similar but not sure if it's been removed since as not been on John Lewis site since.

    the bed was £1000 as it is real leather not a faux leather one like a lot of them.

    we got it in Jan sales so got a good discount but it went back up afterwards.

    now what my bed has to do with this is ridiculous.
    and wow two people have ottoman beds! but it's not more unlikely that we have same mattress same problem?
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 10:13 PM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    the customer liason manager who dealt with us also advised that their 'special buys' are often inferior to the usual products, even though they officially state otherwise.
    • Moneyineptitude
    • By Moneyineptitude 18th Oct 16, 10:45 PM
    • 17,239 Posts
    • 7,776 Thanks
    Moneyineptitude
    ..contacted me to advise it was indeed 'not up to standard' and even told me (that) this... the customer liason manager who dealt with us also advised that their 'special buys' are often inferior to the usual products, even though they officially state otherwise.
    by Fluffybunny8
    What you were told "unofficially" is really of little use to the OP.

    You could not use such "evidence" in a complaint and so, of course, neither can the OP.

    If John Lewis receive enough similar complaints then it will become a known issue, but otherwise I agree you appear to have similar issues (if not faulty mattresses).
    • Fluffybunny80
    • By Fluffybunny80 18th Oct 16, 11:33 PM
    • 38 Posts
    • 19 Thanks
    Fluffybunny80
    I only commented on this post as I had similar problems with same mattress.
    I don't really care what you think tbh and only the OP can decide if my post is of any use.

    I'll just back to reading the forum now and then as posting is so exhausting with all the keyboard warriors on here lol
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