Ikea Sultan mattress....

paulk99

Tim_Deegan wrote: »

Did they ever get in touch?

No, they never. Marilyn hasn't logged in since 22nd Dec. I'll give it till the middle of next week then if there's been no contact I'll be submitting a written complaint.

paulk99

For those that are interested here's an update:

After getting no-where with telephone customer services I emailed a complaint to Ikea last weekend (Sun 20th Feb). I outlined how disappointed I was in the mattress and that after about 18 months it is now un-usable due to the lack of support it gives (virtually touching the slats) & 5cm settlement. I stated I do not think this is acceptable for a £280 mattress and also challenged their 'typically wear & tear' stance.

I received a response by post today. Unfortunately it is as expected - Ikea do not agree that the mattress is faulty, they will be sticking by the inspectors report (although I have indicated the settlement has worsened since it was inspected) and they will not be taking this matter any further.

I would appreciate any advice/experience anyone else has had. I'm so fed-up with this mattress I'm unlikely to enter into a long, drawn out attempt at a refund and instead will be sending it to landfill and purchasing a new one. No from Ikea for sure.

Spekky

I am in the same boat seems to be common place alot of people i have spoken to unless it is sagging more than 5cm you can forget any help.

there must be something we can do!!

Caroliners0

Hello Paul

I was planning on buying a Sultan Hamnvik mattress from ikea soon (seems fairly good quality for the price and seemed very comfy when I tried it) but I just wanted to check if this was the same one as yours?

Thanks

C

dizziblonde

Spekky wrote: »

I am in the same boat seems to be common place alot of people i have spoken to unless it is sagging more than 5cm you can forget any help.

there must be something we can do!!

Can only speak for mine that it was concluded HAD collapsed quite dramatically because some of the pockets from the springs had burst so it was replaced under the guarantee, but it had one utterly utterly cracking dip in it (and my husband, kind soul that he is, made so much fuss when it was on his side that I had the dip permanently :mad: ). We didn't so much as have a dip as a crater almost right down to the level of the lats - sounds much more severe than others on here.

Don't remember what the name of the one we got as a replacement was (was a hassleback - now discontinued that had died on us) because most Ikea product names tend to look like someone's lost a fight with a Scrabble set, but it seems to be standing up pretty well compared to the old one which had collapsed by now.

mollypoppy

Having read all the posts with great interest and the usual Ikea stance ie no replacement or refund. We brought our first mattress approx 3 years ago, usually sagging etc etc. they replaced this one. Second time around same issue, they refused to replace, although it was the same problem. Their customer services is rubbish and their word is law and nothing further can be done. I explained that this had happened to the previous one, they still didn't give a damn. We have now purchased a memory form mattress online and its brilliant not sagging etc had it for 18 months springs back into shape like new. I would not recommend anyone to use Ikea to purchase mattresses very bad quality.

biscit

Maldives_lover wrote: »

You and Tim clearly both have different opinions which you are entitled to but I would like to suggest that you continue this argument privately, it not fair on the op or the rest of us to hijack his original post like this. I'm more interested to know if the op has had the problem resolved.

Actually I think it is a useful thing to have a bit of balance in a negative thread, and I thank Housesitter for providing it and thank them for their good conduct in the face of unreasonably agressive behaviour. Tim went far beyond simply disagreeing with someones opinion, and is the person you should have replied to on this.

I also feel it useful and polite to stand up for nice people who are treated unfairly.

But... while I'm dishing out praise, I think the OP should be commended for his conduct too. Too many people who've suffered from bad service lapse into hyperbole and lairy over emotive behaviour. His posts have been, in the circumstances, measured and well expressed.

paulk99

To update you all: Tomorrow I take delivery of a new mattress.....but sadly not from Ikea. I do intend to pursue this matter to a satisfactory conclusion - acknowledgement that this mattress is sub-standard and faulty. Here are some pictures of the issue:

Hand on mattress on area typically not slept on. Minimal pressure.
i156.photobucket.com/albums/t13/86crx/Mattress/DSC_0034.jpg

Hand on mattress on area typically slept on. Mimimal pressure. My hands touching the slats here.You can imagine where my hip ends up after 8 hours of sleep!
i156.photobucket.com/albums/t13/86crx/Mattress/DSC_0032.jpg

Not the best pic but basically my other hand is behind the mattress & with minimal pressure my hands touch.
i156.photobucket.com/albums/t13/86crx/Mattress/DSC_0036.jpg

Ikea will be receiving this evidence this week. I hope the response will be positive.

pulliptears

paulk99 wrote: »

To update you all: Tomorrow I take delivery of a new mattress.....but sadly not from Ikea. I do intend to pursue this matter to a satisfactory conclusion - acknowledgement that this mattress is sub-standard and faulty.

I did want to post pictures clearly showing the issue but being a newbie it seems I am not allowed as yet. The pictures would show that I can compress the mattress until my hand touches the bed slats with very minimal pressure. You can imagine where my hip ends up after 8 hours of sleep!

Ikea will be receiving this evidence this week. I hope the response will be positive.

Paul, if you would like to post the link removing the www. one of use will add the images to the thread for you

Olivier_A

I know its an old topic but I am in a similar situation ish, bed sagging, got a "hole" in the middle, its a king size SULTAN HAGAVIK, unfortunately I cannot retreive the receipt and I am told " well, that's too bad" from the customer service. This cost over £250 and has a garantee of 25 years and its already uncomfortable after 2 years. Not good, not good at all. I understand I am at fault as I don't know where the receipt is, but frankly, its an Ikea mattress and I trully beleive that Ikea should honour the garantee, but they won't
Sorry Paul for this little hijacking, but this show that Ikea bed are not great at all and I am wondering why they give 25 years garantee on something that don't last 2... I'll email the HQ on Monday, but I think it'll be the same answer...
Olivier