Ikea Sultan mattress....

rira

I'm going through the same thing. We moved and I cannot find the receipt and my bed has HOLE the middle - it''s awful. We have had it for 7 years -and I have been pregnant in it 2x, the first time with twins (not to mention *gotten* pregnant in it! :A ) - so it has done some duty - but the weird part is the hole is NOT where we actually sleep!

Azari

I don't understand why people don't simply use the small claims court in cases like this.

Obviously if you've lost the receipt and cannot find any other documentation to demonstrate purchase this avenue is not really open to you but if you have a receipt of CC/Band statement documentation, it should be a fairly simple matter.

I strongly suspect that Ikea would crumble at the point of your letter prior to action.

georginagixer

This thread is a couple of years old now, but just thought I would add my experience: Firstly I bought a 120cm Ikea mattress in 1989, used continuously until having had my partner move in we decided a bigger bed would be nice. That mattress is still in use in our spare room and is as good as ever.
In Nov 2004 we bought a new king size Ikea slatted bed and £250 Sultan Hasselbak mattress. It started to sag on both sides after a couple of years. However, living in a fairly remote part of Wales, meant that we have put up with this for the last 8 years, until my back problem dictated that we do something about it.
We finally took the mattress, and receipt, back to Ikea Warrington, yesterday. Yes, nearly ten years later. The mattress was decidedly grubby from where the dust had come up from under the bed through the gaps in the slats. However, the man from the bed department took one look at it and said "yes, that is faulty". He took us upstairs to see the equivalent mattress which is now £300, and said we could have that one, or have £300 against another one. I decided that with a bad back, their firmest mattress would be best, so we went for that. Ok we've had to pay £350 difference, but are getting a £600 mattress for £350, AND a brand new 25 year warranty. The only stumbling block is that there wasn't one in stock, so it's been ordered. Guess where we slept last night? On the original 120cm mattress. Still got a good night's sleep and wished we'd been using that one for the past several years now. Anyway, good result and can't wait for the new mattress to arrive next week.
I quite like Ikea products. If it's cheap, then ok you may get what you pay for. But over the years, apart from this one mattress, I've been very pleased with my purchases, cheap or otherwise.:j

georginagixer

And in case anyone is interested, we have now been having very comfortable nights on the new mattress. The Sultan Hasselbak appears to have been a culprit in most of the complaints on here and has now been withdrawn by Ikea. If you can prove your purchase, you should not have a problem getting an exchange. The new range is not only value for money, IMO, but there are multiple comfort options from quite soft to really hard (which is what we now have). It's a pain the butt sometimes, but if you spend decent money on something, you must always keep the receipt, and if it's packaged, then should keep that too, for the first twelve months.

mossstitchmama

I too have the same problem with the Ikea matress on my son's bed. I got a reply from Ikea and was able to tell them exactly when it was purchased. Unfortunately as the purchaser died twelve months ago and I cannot get access to their bank statements, I cannot get a replacement.

This matress still has all the Ikea tags on and I am sure there is some detail on it that will tell them when it was manufactured and therefore if it is still under guarantee.

dazza135

I've got the same mattress. same response. its got to be a and factoring fault. All I've done is sleep on it. I could understand their stance if I used it as a trampoline

Barry_1_2_russell

Hi paulk99 we have had the same experience as you with our mattress. Only we bought two. One is fine the other went the same as yours. Ikea did the same and sent a assessor along to examine the mattress, at 7.20 in the morning may i ad, he said the same as you nothing wrong with said mattress, so Ikea will not replace it, i did write to head office, but they phoned and said they where standing by what the assessor said and would not replace it. I said he didn't lay on the mattress long enough to do a fair assessment, he couldn't stay there all night was the reply. You can get a private assessor if you like and then let us know what they say. Why should i have to do that, both the mattresses where bought at the same time and both used the same amount, yet one is sagging and the other is okay.They are still convinced that there is nothing wrong with the mattress. My back tells me different. We always had praise for Ikea, but not now we would not recommend them to anyone again,so much for good customer service. Good luck in your quest for satisfaction maybe you will be lucky i hope so.

AA99

I have only come across this thread by searching for said mattress as I want to buy another!

Bought one in 2007 and it's the best thing we've ever slept on!!! It's only now beginning to show some signs of wear and I fancied another one!

Very surprised to find this thread of complaints!

patchypoodle

FWIW I'm currently going through the wringer of trying to get a refund for a faulty Sultan Hamnvik mattress myself :mad:

The FIRA inspection commissioned by Ikea states there is no fault and it's natural settlement, (surprise surprise!), but sadly the settlement that has occurred has left the mattress with a pronounced slope on it.

I'm awaiting a final response from Ikea CS but failing that I'm going to have an independent inspection done by The Furniture Ombudsman, it does cost £125 which I could put to far better use, but if this is what it takes then that's what I'll have to consider doing.

shaun_from_Africa

patchypoodle wrote: »

The FIRA inspection commissioned by Ikea states there is no fault and it's natural settlement, (surprise surprise!)

FIRA. The biggest waste of time ever (unless of course you are the retailer).

Last year I was going to sell a sofa and armchair that was no longer required (a very expensive set and normally easy to sell) and as soon as I advertised it, a business buyer phoned me wanting to come and have a look.
When he arrived, he told me that both items failed to meet the requirements of fire labeling regulations due to the required labels not being attached correctly. (they were only held on with plastic tags and had not been stitched in place.

I contacted the retailer who I bought the goods from and although the disputed that there was a problem, they arranged for a FIRA inspector to call.
Bearing in mind that info I obtained on the FIRA website states:

"The label must be durable and securely attached to the furniture (i.e. cannot be removed without causing damage to the label or the product and must be able to withstand the normal wear and tear of everyday use and misuse).

I didn't expect a problem, but how wrong I was.
The FIRA "technician" wrote the following in his report:

"Lables are adequate fir furniture in question"

(that's a direct copy and paste of what he stated).