Mattress - what rights do I have - if any?!

mrsdarbs

I need to know my rights and where I stand?!

We ordered a mattress back in Jan and it was delivered last week, Thursday. It was damaged so the driver and hubby both reported it. We was told to use this one (it's marked, not broken) until they have made another one which should be due for delivery middle of March. All ok with us.

However, the mattress we ordered is a superking and you can have this as one whole mattress or two with a zip'n'link system. We chose the zip and link as it was similar to what we had before (only supposed to be better) and I'm not sure they would get a whole one up our stairs as it has a turn in it. (We tried the mattress in store but it was a whole one, not a zip'n'link.)

Problem being - it's bloody uncomfortable! We have phoned and asked if they can make the replacement one a whole one, but have been told no. Price is exactly the same.

They have a 28 day comfort guarantee but we are told this isn't covered as we only purchased the mattress and not the bedstead as well. In the shortened t's & c's it doesn't tell you that, but if you look online and find the long ones it does?!

Do we have any rights to get this changed?

Thanks!

Hintza

Shop or online?

Sounds as if they are being obtuse though.

mrsdarbs

It was purchased in the store.

Hintza

mrsdarbs wrote: »

until they have made another one which should be due for delivery middle of March.

If this is the case yo have bought a bespoke product and therfore are probably stuck.

But why not try pleading with them a bit more ask for manager/owner etc and be ultra polite.

mrsdarbs

I was going to go into the store as the person we called was just their customer services hotline. Got to be worth asking - I just didn't think it would be a problem if they haven't made the replacement yet!?

Hintza

mrsdarbs wrote: »

I I just didn't think it would be a problem if they haven't made the replacement yet!?

This is what I would be trying to ascertain.

Tim_Deegan

Hintza wrote: »

If this is the case yo have bought a bespoke product and therfore are probably stuck.

But why not try pleading with them a bit more ask for manager/owner etc and be ultra polite.

A super king size mattress should not be bespoke (even if it is zip & link).

I don't suppose you bought it from Dreams by any chance?

What is the make and model of the mattress?

mrsdarbs

It was bought from Sleepmasters in NI and it's there own make - backcare supreme.

Hubby is going to call the branch today and speak to someone, instead of the customer services number.

peachyprice

mrsdarbs wrote: »

I'm not sure they would get a whole one up our stairs as it has a turn in it.

But if they change it to a whole one how will you get it up the stairs?

mrsdarbs

Well problem solved. They replaced it with a complete one - went up the stairs easily and is so mcuh comfier!! I actually think the top is thicker?!

So anyway happy days got there in the end - thanks everyone!