Avoid Mattress Online of Rotherham!!

harrison99_2

This is a company to be very wary of. I recently purchased an orthopaedic mattress from their on line site which looked absolutely fantastic. Unfortunately what was delivered a few days later did not resemble it in the slightest. The pictures on the web site showed a solid and substantial mattress but what was delivered was a 2 inch thick, rolled up, camping mat that I could have carried under one arm and I have a bad back.

I refused delivery as the mattress was not as ordered and not fit for purpose and Mattress Online duly kept my £219.00. When I rang to try and sort it out the staff were rude and unhelpful. I was promised call backs which never happened but I did receive a rather intimidating email stating that as I had returned the goods it was my fault and they would be keeping most of my money. I pointed out that the goods were not as ordered and that their terms and conditions state that you must not open packaging on delivery or they will not accept goods back. How are you supposed to check that its what you ordered then??

However in this case even without opening the packaging it was clearly a shoddy item and not fit for purpose. After 6 weeks of emails and writing to the company, all of which have been ignored, they have returned half of our money and kept £102.25.

I have reported them to Trading Standards and BBC1's Rogue Traders but beware of doing business with this lot!!

Tim_Deegan

harrison99 wrote: »

This is a company to be very wary of. I recently purchased an orthopaedic mattress from their on line site which looked absolutely fantastic. Unfortunately what was delivered a few days later did not resemble it in the slightest. The pictures on the web site showed a solid and substantial mattress but what was delivered was a 2 inch thick, rolled up, camping mat that I could have carried under one arm and I have a bad back.

I refused delivery as the mattress was not as ordered and not fit for purpose and Mattress Online duly kept my £219.00. When I rang to try and sort it out the staff were rude and unhelpful. I was promised call backs which never happened but I did receive a rather intimidating email stating that as I had returned the goods it was my fault and they would be keeping most of my money. I pointed out that the goods were not as ordered and that their terms and conditions state that you must not open packaging on delivery or they will not accept goods back. How are you supposed to check that its what you ordered then??

However in this case even without opening the packaging it was clearly a shoddy item and not fit for purpose. After 6 weeks of emails and writing to the company, all of which have been ignored, they have returned half of our money and kept £102.25.

I have reported them to Trading Standards and BBC1's Rogue Traders but beware of doing business with this lot!!

Do you have a link for the mattress?

It appears that this could be a clear case of 'item not as described'. So although you didn't make it clear if you unpacked it or not, this wouldn't matter anyway in this case.

Rouge traders are unlikely to do anything about one dispute. You would be better off going to Trading Standards.

wealdroam

From their website, this is their refund policy in its entirety...

Refund Policy

We will exchange free of charge any product that is faulty, please ensure you thoroughly check the goods before signing for them, in he unlikely event they are damaged on delivery please refuse the goods, we will in turn dispatch another item as soon as possible. Please note that if you wish to return a purchased mattress that is not faulty - then it must be returned to us unopened and in a re-saleable condition and by using your own courier service. To accept a return item we need to be notified in writing within 7 days. Unfortunately we cannot accept refunds or exchanges on any items that have been unpacked, used or slept on.
In the unlikely event you do have a warranty claim we request a photograph of the fault to forward to the manufacturers who can then authorise immediate action on your warranty claim.

Seems to be a bit out of line with Distance Selling Regulations for one thing.

Driver8

If you paid by credit card do a charge back.