Ikea Sultan mattress....

paulk99

So, I bought an Ikea Sultan mattress approx 18 months ago. In the last few months the it's deteriotated so badly I now feel like I'm sleeping in a ditch. There's a huge dip which develops over a couple of nights sleep and the mattress has now turned regularly to get some degree of comfort - I have a neck/shoulder injury which is being aggrivated. It now feels nothing like the mattress was at the start & the result is now a very, very poor nights sleep. I understand this is a very, very common issue with Ikea mattresses.

I've contacted Ikea who sent an independant inspector out who then submitted a report. The outcome is that Ikea will NOT be replacing the mattress under their 25yr guarantee as there is no manufacturing fault. (They don't guarantee a good nights sleep).
Having spoke to a few advisors it's seems there's nothing they're willing to do. Not only is that unexpected it's hugely disappointing and my next step is a strong letter to the appropriate person.

Their guarantee states: "The guarantee does not cover normal wear & tear". I'm 27yrs old & 10.5 stone at a push. I consider my mattress to have deterioted prematurely (1.5 years!) and/or is not fit for purpose..surely?!

Just wondered if anyones taken similar steps or a replacement mattress was easy to sort?

Thanks,

Paul

IKEA_Customer_Service

Hi, I work for IKEA UK Customer Services and I am very sorry that you feel that IKEA UK has not assisted or worked towards an amicable resolution for you in relation to the Sultan Mattress. If I can assist you I will, however to enable me to do this I will require a case id: or perhaps your address and a contact telephone number and I will contact you in the New Year when I am back in the IKEA business, and I will work towards a satisfactory resolution directly with you when I have had time to read through the case details and the FIRA report, Regards Marilyn IKEA UK&IE Customer Relations Specialist

Tim_Deegan

Why does it take someone to complain in a public forum to get a possitive response from your company?

You boast in your adverts about a 25 year guarantee, yet I hear all the time about similar situations where your company wriggles out of it by using loopholes.

It is quite obvious that under SOGA the mattress is unfit for purpose.

By the way, as a retailer you must ask permission to post in these forums.

allstar4eva

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allstar4eva

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pulliptears

I don't think either of you are being fair to the OP here, who came to the site to seek advice not sit in the middle of your bickering.

Tim_Deegan

pulliptears wrote: »

I don't think either of you are being fair to the OP here, who came to the site to seek advice not sit in the middle of your bickering.

I know, you are right.

Unfortunately Allstar4eva appears to be stalking me and posting in any thread I post in to try and blackmail me.

The Mods have alredy closed 2 threads due to hime doing this. All I was trying to do was to help the OP.

allstar4eva

pulliptears wrote: »

I don't think either of you are being fair to the OP here, who came to the site to seek advice not sit in the middle of your bickering.

Agreed. I'm happy to delete all of my posts on this thread Tim. Are you?

paulk99

IKEA_Customer_Service wrote: »

Hi, I work for IKEA UK Customer Services and I am very sorry that you feel that IKEA UK has not assisted or worked towards an amicable resolution for you in relation to the Sultan Mattress. If I can assist you I will, however to enable me to do this I will require a case id: or perhaps your address and a contact telephone number and I will contact you in the New Year when I am back in the IKEA business, and I will work towards a satisfactory resolution directly with you when I have had time to read through the case details and the FIRA report, Regards Marilyn IKEA UK&IE Customer Relations Specialist

Hi Marilyn,

Thanks for your response. I'd be grateful if you could drop me a personal message and I'll give you the relevant details for you too look into. Also, I wouldn't mind a contact number/email address from yourself too!

Thanks,

Paul

Tim_Deegan

paulk99 wrote: »

Hi Marilyn,

Thanks for your response. I'd be grateful if you could drop me a personal message and I'll give you the relevant details for you too look into. Also, I wouldn't mind a contact number/email address from yourself too!

Thanks,

Paul

Did they ever get in touch?

dizziblonde

Surprised they didn't replace it - ours went in a similar way, inspector found the pockets from the springs had burst and we had a replacement one of slightly greater value on the delivery van two days later (the model we had was by then discontinued so we got their current equivalent which was pricier for free).

New one is still luuuuush to sleep on a few months later (ignoring the resident anti-ikea ranting on here).