Sleepmasters mattress faulty but they won't replace-help!!

hcanni819

Hiya all,

Have been reading these forums for ages, but now finally need to request some help!!

My partner and I bought a 'Sealy Posturepedic Backcare Mattress' from Sleepmasters on 27/12/08, and for the first couple of months it was fine. However, since then - we've noticed that on my partners side, it slopes towards the middle, which feels like you're sleeping on a slight hill! We decided to perservere for a while to find out whether it was just 'settling' as the info booklet suggested it might be, but if anything its only got worse.

Today I decided to contact Sleepmasters to request that they exchange it, due to being faulty. I had a bit of an argument on the phone with the chap on the phone as he said that they need 'photos' of the mattress so that they can decide whether or not the mattress was faulty. I told him that I would, but I doubt that they'd be able to make a decision based on a photo.

I emailed them 3 photos this morning, from different angles, stating the problem, and this afternoon I received the following email back from them:

Good Afternoon,

Thank you for your email and photo's as requested.

After looking at the photo's and also taking you comments that it may not show on a photo, i am afraid to inform you that there is nothing visably wrong with this mattress.

The mattress looks like it has settled which is normal and not a manufacturing fault.

I apologise if this not the response you were hoping for but we would not be bale to take htis matter any further.


Now I feel like i'm stuck - the email basically states that they won't help me any further.

What should my next steps be? I'm going to call them again tomorrow, but I can't help but think it won't get me anywhere!!

I_know_my_ABC_and_my_CMYK

Before you phone them call trading standards and ask for their advice. Better to go armed with knowledge. You're just out of the 6 months, Up to 6 months it's the responsibility of the company to prove the goods were not faulty when you bought them, after its yours.

hollydays

You do seem to have left this a bit long.

hcanni819

Its surely still within a guarantee period..

Tim_Deegan

It sounds like the mattress is faulty. As previously mentioned contact trading standards.

I doubt they will give a refund, but will probably eventually give in and give you a replacement. So if I were you I'd replace it with a mattress not from any member of the Silentnight group (as Sealy are), and also avoud Sensaform which is Sleepmasters own brand, and have also had some terrible reviews.

savemoney

Its normally consumer direct who deals with these issues now

http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/

I_know_my_ABC_and_my_CMYK wrote: »

Before you phone them call trading standards and ask for their advice. Better to go armed with knowledge. You're just out of the 6 months, Up to 6 months it's the responsibility of the company to prove the goods were not faulty when you bought them, after its yours.

hcanni819

Thanks for your replies.

I contacted consumer direct this morning, that advised me that it should be covered under the Sales of Goods Act, and said that I should send them a letter, requesting that they respond within 14 days.

This morning, I also contacted Sleepmasters again by phone, who now say that they require an independent report from a furniture specialist before they'll look at it any further. They did say that it would be at my own cost, but if the fault is backed up by the specialist, then they would reimburse that fee, and replace the mattress.

I have also just came off the phone from the manufacturers (Sealy), and spoke to a lady in customer services, who said that the fault was very unusual, and that although they do not do replacements/repairs themselves, she will contact Sleepmasters for me to help me to try and resolve the problem. I'll let you know when she gets back to me..

My fingers are crossed.. but I can't help but think I might be fighting this one for a while!

Tim_Deegan

savemoney wrote: »

Its normally consumer direct who deals with these issues now

http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/

Consumer direct are the contact people for Trading Standards.

Tim_Deegan

hcanni819 wrote: »

Thanks for your replies.

I contacted consumer direct this morning, that advised me that it should be covered under the Sales of Goods Act, and said that I should send them a letter, requesting that they respond within 14 days.

This morning, I also contacted Sleepmasters again by phone, who now say that they require an independent report from a furniture specialist before they'll look at it any further. They did say that it would be at my own cost, but if the fault is backed up by the specialist, then they would reimburse that fee, and replace the mattress.

I have also just came off the phone from the manufacturers (Sealy), and spoke to a lady in customer services, who said that the fault was very unusual, and that although they do not do replacements/repairs themselves, she will contact Sleepmasters for me to help me to try and resolve the problem. I'll let you know when she gets back to me..

My fingers are crossed.. but I can't help but think I might be fighting this one for a while!

It isn't actually that unusual with Sealy.

Send the letter and state that you shouldn't have to go to any expense, so they should pay for the the report, then if it is proved that there isn't a fault, then you will pay for it. Don't forget to mention that you have contacted Trading Standards, and that they instructed you to send the letter.

mackem1980

I have exactly the same problem with this mattress and am going through the process with Sleepmasters. They're inspecting it this week but I suspect they'll try to whitewash it.

Haven't yet paid the full cost of the mattress plus bed as I got it on interest free credit so I might have a card to play if all goes pear shaped.

I'm not expecting to pay for this sub-standard mattress and certainly don't want a replacement so I'll have to go for a refund (I know my chances may be slim).

Anyone else had this specific "sloping" problem and if so, what was the outcome of your complaint with Sleepmasters?

Do Sleepmasters actually do any decent mattresses for those with lower back pain?

Any advice appreciated.

Tim_Deegan

mackem1980 wrote: »

I have exactly the same problem with this mattress and am going through the process with Sleepmasters. They're inspecting it this week but I suspect they'll try to whitewash it.

Haven't yet paid the full cost of the mattress plus bed as I got it on interest free credit so I might have a card to play if all goes pear shaped.

I'm not expecting to pay for this sub-standard mattress and certainly don't want a replacement so I'll have to go for a refund (I know my chances may be slim).

Anyone else had this specific "sloping" problem and if so, what was the outcome of your complaint with Sleepmasters?

Do Sleepmasters actually do any decent mattresses for those with lower back pain?

Any advice appreciated.

As soo as they come back with the results of the report, which will no doubt say that there is no fault, then get straight on to trading standards. You need to mention how many other people have also had a similar problem, as well as the way the so called independent engineers operate.