Mattress Return Distance Selling Regulations

fthl

can you post up the ts and cs?

allstar4eva

Posted also on page one of thread...

Returns Policy

If you wish to return any goods that are not faulty, then you must inform !!!!!! Beds direct within 14 days of delivery (date of dispatch by courier). !!!!!! beds will then communicate with the customer to try and find a suitable alternative. However if a suitable alternative can't be found then we will issue a refund. Refunds will be issued once the goods have been returned to the factory for inspection. If goods have been damaged by the customer, then no refund will be given.

Most of the time there will be no transport costs for returning goods. However !!!!!! Beds reserve the right to charge for transport costs if they feel that a customer is being unreasonable. !!!!!! Beds will only cover transport costs for returned items from within mainland UK. !!!!!! Beds will not refund the delivery charge for any goods that a customer decides are unsuitable, unless advice on the most suitable item has been given verbally by a !!!!!! Beds employee.

Returns policy does not mention DSRs

allstar4eva

The ironic thing is that Tim asks us to avoid big retailers but this is exactly the reason why people do go to them. There is a feeling of security from dealing with a company with a proper complaints procedure.

wealdroam

[STRIKE]Well here is another version of their 'Returns Policy' (not headed as such) from their T&Cs...
13. Buyer's right to cancel the contract
13.1 You may cancel the Contract at any time during the Cancellation Period by giving us written notice.
13.2 If you do not cancel the Contract in accordance with clause 13.1, you shall be deemed to have accepted the Goods (except any manufacturing faults) and will not be able to return the Goods to us.
13.2 The right to cancel in this clause 13.1 applies only to contracts effected over the Internet
13.3 If you cancel the contract after the goods are delivered there will be a charge of £30 (£60 for next day delivery items), for example for return of the goods
13.4 In accordance with the Regulations the Buyer has the right of cancellation within 7 days except where a Product is tailored to customer requirements and without fault.
13.5 To exercise the Buyer's right of cancellation, the Buyer must give written notice to the Seller by letter or e-mail giving details of the Products ordered and (where appropriate) their delivery. Notification by phone is not sufficient.
13.5 Once the Seller has been notified of the cancelling of the Contract, the Seller will refund or re-credit the Buyer within 30 days for any sum that has been paid or debited from the Buyer's credit card for the Products.
13.6 If the Buyer does not cancel the Contract in accordance with clauses 13.1 and 13.2, the Buyer shall be deemed to have accepted the Goods (except any manufacturing faults) and will not be liable to return the Goods to the Seller.
13.7 If the Seller has delivered the Products to the Buyer but the Buyer wants to cancel the Contract, as prescribed in clauses 13.1 and 13.2, the Buyer must retain possession of the Goods until the cancellation notice has been sent to the Seller within the relevant time limit. The Products can not be used. The Buyer will be responsible for returning the Products to the Seller at the Buyer's own cost. The Products must be returned to the address in the definitions section. The Buyer must take reasonable care to ensure that the Products are not damaged in the meantime or in transit and return then in the packaging and condition they were delivered to the Buyer.[/QUOTE]We can see here that they say...
The Buyer will be responsible for returning the Products to the Seller at the Buyer's own cost. [/QUOTE]Although the last sentence of section 13.7 looks a bit dodgy.[/STRIKE]

Sorry, these T&Cs are for another unrelated bed company.
Apologies. My mistake.

allstar4eva

Where did you get that? We are talking about Bedlu-m Beds not Bedla-m Beds...

allstar4eva

I wish his Ts and Cs were as detailed as those....

allstar4eva

I have a pregnant wife at home and she has a bad back as a result of a recent car accident in the last 2 weeks. We just need a new mattress to help her back and we are having to go through all of this? I have informed the company of our situation and they don't seem to care - it is disgraceful behaviour.

wealdroam

Looks like small claims court then.

Send them a Letter Before Action (google it for samples) telling them exactly what you want to happen, and give them, say, 14 days to respond.

Tell them that if they do not react appropriately within that timescale you will take legal action.

Start reading about Money Claims Online.

allstar4eva

They still have a couple of weeks to refund my money. After that I will contact Trading Standards and depending on the outcome of that see them in small claims court. I would love to know the justification for their behaviour.

My main worry is that they may not turn up or pay and what would I do then?

Is it so bad to ask for your money back from a company offering a 100% satisfaction guarantee?

wealdroam

Ok. You seem to have a plan.

You can now stop posting for two weeks.