Ikea Sultan mattress....

shaun_from_Africa

patchypoodle wrote: »

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.

IMO, this will be a waste of £125.
The furniture ombudsman also use FIRA to carry out their inspections and I doubt very much if one FIRA inspector will write a report contradicting what the previous inspector stated.

kubilaykarginoglu

I have the same problem, half of my mattress is simply collapsed (by the way the bed itself is IKEA too)
I had the same letter, called back and said "I'd like to appeal against your decision because the problem with the mattress is very obvious" They said I have to find a mattress engineer (whatever that means) and get a report against their report.
I asked: where can I find them? Answer "Honestly I don't know"
I asked: What is your criteria for this report, could I get it from any mattress shop? Answer "Whoever provides such report" but he doesn't know what is the criteria for this report.
Basically they ask me to find a mattress specialist (they don't know where those engineers found), pay them, produce a report and get back to IKEA.
You may think: ever mattress may have slight bumps and dents. Mine is simply "Collapsed!" (same as my study desk and shelves)
Anyhow I will find this bed engineers and make them pay for their cheap mattress[/SIZE][/SIZE]

Sheffstaffs

Back in March 2013 we bought a Sultan Hamnvik Mattress from Ikea Leeds we are having problems sleeping at night as there are springs sticking out of the mattress on both sides so it is no better whichever way it is turned the mattress is just over two and a Half years old.
I've contacted Ikea who sent an independent 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.
Having spoken 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 to complain to the trading standards.

Their guarantee states: "The guarantee does not cover normal wear & tear". The mattress has actual springs that are Protruding out of the mattress which in turn cause discomfort when sleeping.

Just wondered if anyone has had the same problem with their Sultan Hamnvik Mattress.

wealdroam

Sheffstaffs wrote: »

Back in March 2013 we bought a Sultan Hamnvik Mattress from Ikea Leeds we are having problems sleeping at night as there are springs sticking out of the mattress on both sides so it is no better whichever way it is turned the mattress is just over two and a Half years old.
I've contacted Ikea who sent an independent 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.
Having spoken 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 to complain to the trading standards.

Their guarantee states: "The guarantee does not cover normal wear & tear". The mattress has actual springs that are Protruding out of the mattress which in turn cause discomfort when sleeping.

Just wondered if anyone has had the same problem with their Sultan Hamnvik Mattress.

It appears that they are saying that the problem is due to fair wear and tear.

If you disagree, you will need to commission your own report that supports your view, and then challenge Ikea with it.

How did you pay for the mattress?
What was the purchase price?

Sheffstaffs

There will be no report paid for by me,
The company they commissioned have missed the fact that there are springs sticking out of the mattress on both sides all the way around this not a wear and tear part of the mattress and that there is a 25 year Guarantee against Manufacturers faults that occur if the guy from their independent company thinks that the mattress is perfectly ok for a mattress to have springs sticking into your body whilst sleeping at night then maybe he should have our mattress and we will have a new One? bearing in mind that the mattress is only Two and a Half years old.

wealdroam

Sheffstaffs wrote: »

There will be no report paid for by me,

I predict you will get no further with your complaint.
Good luck with whatever you decide.

Why didn't you answer the questions?
With that information a further response might've been forthcoming... but not now.

Azari

Sheffstaffs wrote: »

There will be no report paid for by me,
The company they commissioned have missed the fact that there are springs sticking out of the mattress on both sides all the way around this not a wear and tear part of the mattress and that there is a 25 year Guarantee against Manufacturers faults that occur if the guy from their independent company thinks that the mattress is perfectly ok for a mattress to have springs sticking into your body whilst sleeping at night then maybe he should have our mattress and we will have a new One? bearing in mind that the mattress is only Two and a Half years old.

Can you take a photograph of the mattress and post it?

It sounds as if Ikea are behaving unreasonably (and they seem to have form for it).

If you can do that, and unless anyone can indicate how the wear/damage could be your fault. (e.g. it appears that someone has been using it as a trampoline), your next step would be a 'letter before action'.

Many companies believe that they are a law unto themselves, a belief that persists unless someone stands up to them and involves the real law.

Sheffstaffs

Great News the problem has been resolved with great customer service in store. thank you for your comments the case is now closed.

pol098

As this thread has gone on for years, I post a "me-too" for those who come here from a search. I bought an Ikea Sultan single pocket-spring mattress with 25-year "guarantee" in 2007, for quite a lot of money. I weigh 90kg, somewhat overweight but not obese (by BMI) for a tall person - better mattresses should, and in fact do, last for many years under this load. Within months I started to have the impression that the mattress was beginning to show slight sagging. Over a few years it developed severe sagging on both sides and both ends as I turned it. The receipt was lost, and I didn't want a replacement free Ikea mattress anyway, so didn't chase Ikea.

This is clearly a case of bad design and manufacture, not a rogue individual item: the mattress gradually failed all over, in the way I would expect any mattress to wear out but about 5 times faster.

I bought from Ikea as their standard single mattresses are 2.00m long instead of the UK standard 1.90m; but a mattress company with a very good reputation will have one of their models made up in that size for a modest surcharge (10% the last time I looked).

I hope this information is of use.