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

Tim_Deegan

property.advert wrote: »

I went after Dreams to see if they could explain what their products were really worth. I mean, you don't actually think they wait for a year and then collect your grubby £7.50 a week do you ? Of course not, they are paid out and what they are really selling you is not a bed but a very expensive loan.

On a headline figure of say £1000, "discounted" to £500, they are even not getting £250 up front from the finance company as the internal rate of return must be at least 30% and most likely the £1000 bed is worth maybe £100.

That sounds about right, but I can't believe they actually admitted it to you.

Former_MSE_Alana

Hi,

We have received this response from Sleepmasters:

"Hello again,

With regards to posting on the MSE forums and listening to comments, we know that online communities are increasingly important to our customers and we want to move with the times. As Tim mentioned, traditional advertising (such as TV) is a monologue while the internet gives everyone a voice and the ability to communicate person to person within their own communities. We certainly don’t want to silence complaints or conversation, rather we want to use the internet as a tool for communicating more directly with our customers, both happy and unhappy. Hopefully we can work with you to solve this issue. This is a learning experience for us too and don’t forget we are not allowed to post directly to the forum, which always adds to response time!

Back to your complaint, without more details it is difficult for us to track your order/problem. I understand your frustration and I apologise but if it’s not too much trouble, could you email the invoice number to enquiries@sleepmasters.co.uk and I will ensure that it is dealt with.

Thank you"

Tim_Deegan

MSE_Alana wrote: »

Hi,

We have received this response from Sleepmasters:

"Hello again,

With regards to posting on the MSE forums and listening to comments, we know that online communities are increasingly important to our customers and we want to move with the times. As Tim mentioned, traditional advertising (such as TV) is a monologue while the internet gives everyone a voice and the ability to communicate person to person within their own communities. We certainly don’t want to silence complaints or conversation, rather we want to use the internet as a tool for communicating more directly with our customers, both happy and unhappy. Hopefully we can work with you to solve this issue. This is a learning experience for us too and don’t forget we are not allowed to post directly to the forum, which always adds to response time!

Back to your complaint, without more details it is difficult for us to track your order/problem. I understand your frustration and I apologise but if it’s not too much trouble, could you email the invoice number to [EMAIL="enquiries@sleepmasters.co.uk"]enquiries@sleepmasters.co.uk[/EMAIL] and I will ensure that it is dealt with.

Thank you"

How dare they quote me in their propaganda, almost implying that we are singing from the same song sheet. :mad::mad::mad:

If they really were interested in customers views, then they would listen to complaints that they receive directly, and not just complaints posted through a public forum.

OlliesDad

Tim_Deegan wrote: »

If they really were interested in customers views, then they would listen to complaints that they receive directly, and not just complaints posted through a public forum.

This is usually due to the fact that the complaints fed directly to them are dealt with a low paid operator whereas trawling the net is dealt with a decent paid marketing team, unfortunately there are alot of large companies like this.

I would assume the reason they are asking for details to be emailed to them is for privacy on the OP's behalf as they may not like to divulge personal details.

Tim_Deegan

OlliesDad wrote: »

This is usually due to the fact that the complaints fed directly to them are dealt with a low paid operator whereas trawling the net is dealt with a decent paid marketing team, unfortunately there are alot of large companies like this.

I would assume the reason they are asking for details to be emailed to them is for privacy on the OP's behalf as they may not like to divulge personal details.

Yes I know what they are doing, but where doesn that leave none MSE members who have complaints against Sleepmasters?????

OlliesDad

Tim_Deegan wrote: »

Yes I know what they are doing, but where doesn that leave none MSE members who have complaints against Sleepmasters?????

Following SoGA the same as they would with any company. Starting with a Letter Before Action (which will go to the more senior management) and then proceed with Small Claims.

This is the way it was done prior to the web evolving and becoming such a good communication tool (as quoted by sleepmasters). These days companies are searching constantly for any bad publicity, and problems can often be sorted away from courts, but there is always options for non internet savvy people.

Tim_Deegan

OlliesDad wrote: »

Following SoGA the same as they would with any company. Starting with a Letter Before Action (which will go to the more senior management) and then proceed with Small Claims.

This is the way it was done prior to the web evolving and becoming such a good communication tool (as quoted by sleepmasters). These days companies are searching constantly for any bad publicity, and problems can often be sorted away from courts, but there is always options for non internet savvy people.

You have completely missed the point.

Sleepmasters have very poor after sales service. And when people come onto a public forum to complain about their poor after sales service, they are all of a sudden interested in the complaints.

twingytwangy

We bought a Sleepmasters mattress for approximately £400 a little over two years ago. It soon became uncomfortable as one of the sides had become completely unsupportive. We recently notified Sleepmasters and they sent an Ecomaster representative who confirmed to me in person that the foam on that side had separated, causing the problem. However Sleepmasters refused to honour the 5 year guarantee because the Ecomaster report told them it was our fault for not turning the mattress, even though we have turned the mattress. When I complained Sleepmasters sent a second Ecomaster rep. He also told me in person that yes, there is a fault. But again, the Ecomaster report to Sleepmasters didn't say that, saying instead, again, that it was our fault, adding this time that it was down to us sitting on the edge of the bed. I've told them we don't do that but they just keep saying we do.

Sleepmasters have told me they consider the matter to be closed and won't honour their guarantee. I find it highly questionable that Ecomaster seem to say anything so long as it means Sleepmasters aren't at fault. It seems to be a very cosy arrangement – far cosier than the mattress they sold us! Sleepmasters say we can pay for our own inspection but only from inspectors they approve, which I suspect means they'll be equally inclined to side with Sleepmasters. I’ve tried to discuss this with the manager of the store from which we bought the mattress but he’s not been at the store on any of my 6 visits.

I've contacted Watchdog and will be contacting Trading Standards. I'm also going to pursue this through the small claims court. Does anyone have any other suggestions for how I can get Sleepmasters to honour the guarantee? I will keep going back to the shop as I work practically next door but I'd appreciate a few more suggestions.

bris

You need to get your own independant inspection, no matter what sleepmasters tell you. It's then up to the small claims court to decide what engineer to believe. Add the cost of the report to the claim, if you win you will get it all back.
If you do get your own report, the chances are the threat of action may be enough for them to meet your claim.

Charlotte85

Heya,

Just wondering how you got on? As i am currently having the same problem with sleepmasters!!