Sleepmasters and their Cirrus 2000 Memory foam mattresses

amit_kapz

Hi...

We recently (on boxing day sale) bought a bedstead and mattress from sleepmasters. Its been just over a month since we received it, and our experience has been most uncomfortable ever when sleeping on their mattress. Basically, we got this Cirrus 2000 mattress. which we were told was very comfortable and had been specially designed for extra comfort. However, from the very first night, we have experienced 'comfort' replaced by 'back and neck aches' to say the least. have been having sleepless nights for over a month now and have no clue as to which customers would find it comfortable at all.

I contacted sleepmasters last week, and to my horror they don't undertake usual returns and refunds policy of 28 days (something we were not made aware of). On speaking to them, they say that the only option I have is (upto 6 weeks of purchase) to exchange it with any other mattress and if i thought the product was faulty, i would have to wait for minimum 3 months - before i could raise it as faulty, and by then i loose my option of exchange also if product is 'deemed' not faulty. Also, in doing the exchange they will charge 10% of original mattress price + delivery charges and won't refund any price difference if we chose any cheaper mattress. We got this mattress for £900 so in nut shell it will cost us another £125 to get the most uncomfortable mattress on this earth exchanged. I just wonder where customer rights figure in this and it is almost given that we are stuck with them. I still wonder how many customers are buying and using their Cirrus 2000 mattresses without any discomfort.

Having read through a few topics on MSE, couldn't find any topic that directly related to this issue of 'Comfort Guarantee' and no returns/ refunds policy they have. Is it legitimate?
In case we have to stick with them, i am looking at possible exchanges. Can someone suggest if any of the following are any better?

-Sensafoam Sirius Mattress
-Sensafoam Sirius Supreme Mattress
-Sensaform Synergy Mattress

We are really stuck at the moment, and will definitely never reccomend Sleepmasters. But for now we will have to use just them, unless someone is able to suggest some way of getting out of this mess. Any help will be greatly appreciated!

Thanks
AK

Tim_Deegan

amit_kapz wrote: »

Hi...

We recently (on boxing day sale) bought a bedstead and mattress from sleepmasters. Its been just over a month since we received it, and our experience has been most uncomfortable ever when sleeping on their mattress. Basically, we got this Cirrus 2000 mattress. which we were told was very comfortable and had been specially designed for extra comfort. However, from the very first night, we have experienced 'comfort' replaced by 'back and neck aches' to say the least. have been having sleepless nights for over a month now and have no clue as to which customers would find it comfortable at all.

I contacted sleepmasters last week, and to my horror they don't undertake usual returns and refunds policy of 28 days (something we were not made aware of). On speaking to them, they say that the only option I have is (upto 6 weeks of purchase) to exchange it with any other mattress and if i thought the product was faulty, i would have to wait for minimum 3 months - before i could raise it as faulty, and by then i loose my option of exchange also if product is 'deemed' not faulty. Also, in doing the exchange they will charge 10% of original mattress price + delivery charges and won't refund any price difference if we chose any cheaper mattress. We got this mattress for £900 so in nut shell it will cost us another £125 to get the most uncomfortable mattress on this earth exchanged. I just wonder where customer rights figure in this and it is almost given that we are stuck with them. I still wonder how many customers are buying and using their Cirrus 2000 mattresses without any discomfort.

Having read through a few topics on MSE, couldn't find any topic that directly related to this issue of 'Comfort Guarantee' and no returns/ refunds policy they have. Is it legitimate?
In case we have to stick with them, i am looking at possible exchanges. Can someone suggest if any of the following are any better?

-Sensafoam Sirius Mattress
-Sensafoam Sirius Supreme Mattress
-Sensaform Synergy Mattress

We are really stuck at the moment, and will definitely never reccomend Sleepmasters. But for now we will have to use just them, unless someone is able to suggest some way of getting out of this mess. Any help will be greatly appreciated!

Thanks
AK

Here are a number of threads that don't put Sensaform or Sleepmasters (Sensaform is their own brand) in a very good light:
http://forums.moneysavingexpert.com/search.html?searchid=76607129

If you have no choice but to exchange it with another mattress from Sleepmasters, then stay well away from Sensaform.

vintage_beanpole

Do not put up with that!
Do NOT accept another mattress from them. Say that the mattress is clearly not fit for purpose under the Sale of Goods Act, let alone of a reasonable quality (indeed the Act allows these determinations to made by reference to the price of the item amongst other things and £900 is a heck of a lot to pay for a mattress). You don't have to wait for 3 months - these are your legal rights. They are trying to intimidate you. Don't let them. State that you are repudiating the contract. Send them a letter. Keep a copy. And when you finally get your money back go to M&S and buy a nice mattress.
x

OlliesDad

vintage_beanpole wrote: »

Say that the mattress is clearly not fit for purpose under the Sale of Goods Act

Why? Can they not lie on it? If they can, it is fit for purpose!

The problem with mattresses is that not all of them suit everybody. For example, some people love memory foam, but i get too hot etc. Its not because its not fit for purpose, its because i just don't react well to it.

neilmcl

+1. Totally agree. Just because the OP can't get comfortable with a memory foam type mattress, although he does need to give it a few weeks to get used to it, doesn't mean its not fit for purpose. Some people like them, others just can't get on with them. Personally I can't stand these types of mattresses.

UK2010

I got a 10 inch king size memory foam mattress from eBay for £120! Love it!!!!!!

Tim_Deegan

vintage_beanpole wrote: »

Do not put up with that!
Do NOT accept another mattress from them. Say that the mattress is clearly not fit for purpose under the Sale of Goods Act, let alone of a reasonable quality (indeed the Act allows these determinations to made by reference to the price of the item amongst other things and £900 is a heck of a lot to pay for a mattress). You don't have to wait for 3 months - these are your legal rights. They are trying to intimidate you. Don't let them. State that you are repudiating the contract. Send them a letter. Keep a copy. And when you finally get your money back go to M&S and buy a nice mattress.
x

I agree with most of what you say (if the mattress is faulty), except the last sentence. M&S may be nice, but they are over priced. To get a good quality mattress for a good price stay away from big brand names, and big retailers. Instead buy on line from someone who gives a proper satisfaction guarantee that allows you to unpack and sleep on the mattress. That way it is in their interest to make sure you make the right choice the first time, otherwise it will cost them money.

amit_kapz

OlliesDad wrote: »

Why? Can they not lie on it? If they can, it is fit for purpose!

The problem with mattresses is that not all of them suit everybody. For example, some people love memory foam, but i get too hot etc. Its not because its not fit for purpose, its because i just don't react well to it.

Well anyone can lie on a carpet too, or floor, or couch, or anything that is flat enough for lying on it...so are they fit for this purpose too? The purpose of a mattress is to provide a comfortable platform to have a good night's sleep, without proving harmful to your body structure/ spines. It is understood it takes time to get used to a new mattress or as a matter of fact anything that is new - even boots hurt for a while! However, if the usage results in getting back and neck aches on the very first use, and continues to go worse instead of getting better, it surely is not fit for purpose it was made and sold for! It's not 1 week of 10 days that we are talking about, it's already been 6 weeks which is a long enough time for a body to get used to a decent product (even though we expected the memory foam to get used to the body rather than other way around). It can by no means be a coincidence that all 3 members who have used the mattress during this period have developed back and neck aches from the very first use and has only been going worse with continued usage. It can by no means be called a top of the range mattress that dips in so much that it impacts one's spine even when one is sitting straight on it!

Fight is still on, and Sleepmasters is now sending some 'independent party' to inspect the mattress. I wonder, how really independent and unbiased they are...

gordikin

Get your own 'independent party' to assess it?

Tim_Deegan

amit_kapz wrote: »

Well anyone can lie on a carpet too, or floor, or couch, or anything that is flat enough for lying on it...so are they fit for this purpose too? The purpose of a mattress is to provide a comfortable platform to have a good night's sleep, without proving harmful to your body structure/ spines. It is understood it takes time to get used to a new mattress or as a matter of fact anything that is new - even boots hurt for a while! However, if the usage results in getting back and neck aches on the very first use, and continues to go worse instead of getting better, it surely is not fit for purpose it was made and sold for! It's not 1 week of 10 days that we are talking about, it's already been 6 weeks which is a long enough time for a body to get used to a decent product (even though we expected the memory foam to get used to the body rather than other way around). It can by no means be a coincidence that all 3 members who have used the mattress during this period have developed back and neck aches from the very first use and has only been going worse with continued usage. It can by no means be called a top of the range mattress that dips in so much that it impacts one's spine even when one is sitting straight on it!

Fight is still on, and Sleepmasters is now sending some 'independent party' to inspect the mattress. I wonder, how really independent and unbiased they are...

You can't claim that the mattress is unfit for purpose unless it is faulty, as other people may not have a problem with it. Just because a mattress is a poor design doesn't make it unfit for purpose either.

How is memory foam going to get used to you?

It can take a while for people to get used to memory foam, or any other new mattress that is different from their old one. However after 6 weeks you should have got used to it.

Tell them that you want to choose your own engineer, as no engineer contracted to Sleepmasters could be seen as 100% independent. What do you thing would happen to their contract if they found too many mattresses faulty.

It's due to the problems that you have that I continually tell people that trying a mattress out for 10 minutes in a shop is only a very rough guide, and that you need to sleep on a mattress to know for sure.