Sleepmasters - Denied Guarantee Claim

MrsGunn

Hi!

Just wondering of there is anybody that can give me a little advice here with regards to a claim we have made with Sleepmasters on their 5 year mattress guarantee which has been denied as 'no fault found'.

I'll try and keep the story brief! We bought our matress from Sleepmasters 2 years ago, with a 5 year guarantee. Basically one whole row of coils along one edge of the mattress have become detached from the rest of the coils inside, which has caused that particular row to collapse as such. This is clearly visible from looking at the mattress and you can feel them inside, and push the side of the mattress back up to where the coils are supposed to be attached.

I called and reported the fault to Sleepmasters, who then arranged for an engineer to come out to us the following week. He had a look at the mattress, took some photo's and said that he would be in touch with his report. The engineer offered us no explanation whilst on site, he just said that he could see that the coils had become detached and that he would write his report, which is fair enough. I have called Sleepmasters today as we've not heard anything, and they have said to me that the techcian says that there was no fault found and that they have sent me a letter.

I challenged this outcome because I believe that there is a fault with the mattress and was not happy with their decision, and was told that the only option I had was to hire an independant person to assess my mattress and then send them the report if a fault is actually found. I would have to pay for the assessment, and if a fault was found they would refund the charge. Apparently no supervisors/managers were able to speak to me. :mad:

The mattress has not been soiled as we use a mattress protector, and it has not been subjected to excessive usage, so the fault has not been caused under fair wear and tear. It has been turned in accordance with the documents we received with the bed.

I guess my main questions are:

1. Do I have grounds to keep pushing this claim?
2. How do I find technicians to come and assess my mattress (have searched online with no joy!)
3. What should my next steps be?


Thanks for any help you can give!

Sorry for the long story!

hollydays

Furniture ombudsman FIRA ?

When the letter arrives,presumably they are going to say its wear and tear?
Sounds like the guarentee is useless.

Tim_Deegan

All goods have a design life. So for example if a TV with a design life of 5 years has a guarantee of 12 months, and it breaks down after 24 months, then the manufacturer must cover at least part of the cost of replacement or repair. This is usually done on a sliding scale over the period of the design life.

So try contacting the manufacturer.

Good luck