Bad Rest Assured Mattress

jordec_2

Hi All, i bought a 'no-turn' Rest Assured mattress two years ago and after a couple of months we started having aches and pains when we first got up in the morning. This escalated after about a year to the point where we were aching 'during' the night and now we wake up in actual pain and have difficulty turning as our spines and hips hurt so much. We aren't old, both in early 40s, slim build and very healthy, so no other problems. Once we're up and about, we're fine. We just put it down to getting old, but when my sister came to house-sit she said she found our bed very uncomfortable and so did her husband. As the problem got worse, we contacted Rest Assured/Silent Night and complained. We showed proof of purchase etc and filled in all their forms, but they then insisted on asking for £70.50 for an independant inspection. As we can't 'see' any obvious manufacturing fault, i don't think that any non-invasive inspection will find one either, but Rest Assured have said that they won't do anything unless we pay. We've never had a problem with any other mattress and will now have to buy a new one, as we're getting very little sleep. I have sent several emails to them now and they're refusing to help. Do we have any rights in this matter?

Yours Desperately, Jo

Tim_Deegan

jordec wrote: »

Hi All, i bought a 'no-turn' Rest Assured mattress two years ago and after a couple of months we started having aches and pains when we first got up in the morning. This escalated after about a year to the point where we were aching 'during' the night and now we wake up in actual pain and have difficulty turning as our spines and hips hurt so much. We aren't old, both in early 40s, slim build and very healthy, so no other problems. Once we're up and about, we're fine. We just put it down to getting old, but when my sister came to house-sit she said she found our bed very uncomfortable and so did her husband. As the problem got worse, we contacted Rest Assured/Silent Night and complained. We showed proof of purchase etc and filled in all their forms, but they then insisted on asking for £70.50 for an independant inspection. As we can't 'see' any obvious manufacturing fault, i don't think that any non-invasive inspection will find one either, but Rest Assured have said that they won't do anything unless we pay. We've never had a problem with any other mattress and will now have to buy a new one, as we're getting very little sleep. I have sent several emails to them now and they're refusing to help. Do we have any rights in this matter?

Yours Desperately, Jo

If you read many posts on MSE you will realise that the life of many of the Silentnight group's mattresses are around 12 to 18 months. Also the fact that your mattress is non turn will also hugely reduce it's life.

Do you know who you bought the mattress from, as it is usually the retailer who you would go to first.

Paying £70 for an engineers report would probably be a waste of money, as they are often contracted to the bed manufacturer/retailer, and tend to find no fault on a regular basis.

It does sound like the springs have gone in your mattress. I don't suppose it is a Miracoil spring system by any chance?

pwarburton

Hi Jordec

Did you ever get a resolution?

I recently purchased a rest assured mattress and have started experiencing severe lower back pains after a couple of weeks sleeping on it. This sounds very similar to your experience.

It has been inspected by an 'independant' inspector they sent, although they claim not to have found nothing wrong. Now they are refusing to do anything else.

How can they just wash their hands of you even if their product is causing pain to its user?

It is not the miracoil system, but rather a pocket sprung mattress costing several hundred pound that I cannot use.

Anyone have any advice?

Darksun

pwarburton wrote: »

Hi Jordec

Did you ever get a resolution?

I recently purchased a rest assured mattress and have started experiencing severe lower back pains after a couple of weeks sleeping on it. This sounds very similar to your experience.

It has been inspected by an 'independant' inspector they sent, although they claim not to have found nothing wrong. Now they are refusing to do anything else.

How can they just wash their hands of you even if their product is causing pain to its user?

It is not the miracoil system, but rather a pocket sprung mattress costing several hundred pound that I cannot use.

Anyone have any advice?

If you can prove that the mattress is damaging to your health and that the damage is due to a manufacturing faulty or inherent design flaw of the mattress then you certainly will be entitled to a refund or replacement, and possibly compensation as well.

The key word is prove - you will need to get your own independent report commissioned (and it would probably have to demonstrate why it is correct and the other report is not), and possibly get a medical report as well.

Tim_Deegan

pwarburton wrote: »

Hi Jordec

Did you ever get a resolution?

I recently purchased a rest assured mattress and have started experiencing severe lower back pains after a couple of weeks sleeping on it. This sounds very similar to your experience.

It has been inspected by an 'independant' inspector they sent, although they claim not to have found nothing wrong. Now they are refusing to do anything else.

How can they just wash their hands of you even if their product is causing pain to its user?

It is not the miracoil system, but rather a pocket sprung mattress costing several hundred pound that I cannot use.

Anyone have any advice?

Before you start considering any legal action you need to give the mattress a few more weeks. It is very common when people change from an old unsupportive mattress to a new far more supportive one, that they can get back pains for a few weeks while their back gets used to the new level of support.

This is very well known in the bed industry, and you wouldn't stand a chance in court if you don't give your back a chance to adjust. Otherwise they will just come up with a long list of people who are happy with the mattress.

The only way of showing that your mattress may be faulty at this stage is to push down in various areas to see if their are any soft spots.

In future stay away from big brand names (especially the Silentnight group).

pwarburton

I entirely agree Tim, however, I have given it almost 6 months and it is still causing considerable pain. I have to keep switching back to the older mattress when it becomes unbearable, usually after two of three nights.

Also, when I refer to the older mattress, it's not that old, about 18 months or so and is of similar design, i.e. a pocket sprung one

The older mattress is a Sleepeezee and it was fantastic from day one and I wish I'd stuck with them instead of buying the Rest Assured. After buying a house we needed a second bed so decided to put the Sleepeezee in the spare room and put the new Rest Assured in the main room. Big mistake!

I fully intend to stay away from anything produced by Rest Assured or their associated groups in the future (including Silent night, Sealy and layzee beds to name a few), I have not been impressed at all!

pinkshoes

pwarburton wrote: »

It has been inspected by an 'independant' inspector they sent, although they claim not to have found nothing wrong.

If THEY sent the inspector, how on earth can it be "independent"???

If it's older than 6 months, it's up to you to employ an INDEPENDENT inspector to write a report stating that it's faulty, and they would then have to pay the cost of the report and refund/replace mattress.

If it's less than 6 months, it's up to the retailer to prove that it's not faulty.

Tim_Deegan

pwarburton wrote: »

I entirely agree Tim, however, I have given it almost 6 months and it is still causing considerable pain. I have to keep switching back to the older mattress when it becomes unbearable, usually after two of three nights.

Also, when I refer to the older mattress, it's not that old, about 18 months or so and is of similar design, i.e. a pocket sprung one

The older mattress is a Sleepeezee and it was fantastic from day one and I wish I'd stuck with them instead of buying the Rest Assured. After buying a house we needed a second bed so decided to put the Sleepeezee in the spare room and put the new Rest Assured in the main room. Big mistake!

I fully intend to stay away from anything produced by Rest Assured or their associated groups in the future (including Silent night, Sealy and layzee beds to name a few), I have not been impressed at all!

In that case first of all lay a straight edge across the mattress in various places to see if there are any dips.

Then push down with your hands in various places to see if their are any soft spots.

Then checking first that your floor is level, lay the mattress on the floor, then use a long spirit level to see if it slopes in any direction.

If it fails any of the above tests then it is faulty.

By the way it is also worth checking the base to make sure that it isn't the problem.

As pinkshoes says, the inspector can't really be 100% independent, as they are paid for by Rest Assured. And I presume they get a lot of business from them. So I shouldn't think they find in favor of the customer too often.

Personally I wouldn't recommend Sleepeezee either, but they are better than other I could mention.

vikingvampireparrot

I have a problem with a Rest Assured mattress purchased through Sleeping Solutions, fault was reported when just over 6 months old. One side of the mattress has started to give way when any pressure is put on it. We did notice this when it first arrived but thought it needed time to settle or something and didn't report it

I had an 'indepedent' inspection ordered by Sleeping Solutions from a company called eco-master, which reported some very bizarre findings. We turn the mattress regularly (every 2 weeks) but the report claims there is no 'evidence' of this - not sure what evidence there would be?

It also 'notes' that the side with the damage (ie the side the damage happened to be on when they came) was opposite a mirror and assumed that I sit there to do my hair and makeup and it is excessive sitting that has caused the damage! not patronising at all! Said mirror is 3-4ft away from the bed and there is no way you could use that set-up to do hair and makeup!

I tried to challenge the report findings with Sleeping Solutions but they refused to answer them and referred me to the furniture ombudsman - who can't help me because they aren't members! I tried making my complaint via post instead of email to see if that helped but have just got another reply saying 'we have to go with the inspection'.

I will try to call and to speak with the director on Monday (he's not in today) but just wondered if anyone had any advice? I know I can get an independent inspection but I don't know what my chances are of proving my case with that and since they seem to cost £100 against a mattress price of £315 I'm slightly reluctant to take the chance, based on the credibility of the one already done!

Pinkypants

The trouble is the just over 6 months old part, you have to prove that the mattress has an inherent fault. Rightly or wrongly they have made there stand with the hair/make up part.

Is there a 1 year guarantee with the product at all? If so if may be worth contacting Office of Fair Trade or trading standards. You could try Rest Assured themselves but at a guess they will direct you back to the retailer.

I also am baffled as to the no evidence of turning the mattress. They could show that you haven't as one side would have a lot more wear then the other. But to say no evidence of this is a cop out. If they had said that mattress appears not to have been turned because of lack of use on one side, then fair enough.

Good Luck

forgotmyname

Mattress probably is not faulty but it doesnt suit you. We bought a miracoil one, NEVER AGAIN.