Mis-sold Memory Foam Topper

PTurner_2

Hello all!

I just bought a new memory foam topper for my bed.

It was advertised and sold to me as being of 85kg/m3 density.

However, when it arrived and I weighed it (after removing the packaging), it turned out to be only 68.5kg/m3 density (you can tell just from touch that it's lower density than stated).

So I emailed the company, but they ignored my request to either have the correct product, or a refund. It also says on their 'no hassle returns policy' that it must be "unused and in the original packaging", but I had to open/remove the packaging in order to weigh it to see if it was what I had ordered.

I bought the topper online, with a credit card and it's still within 7 days of the product being delivered.

What kind of protection/rights do I have?

It seems like it's just my word against their's regarding the density (even though it's only basic maths to calculate the density of a product). It just seems wrong that you can be sold a product that isn't what you actually paid for. It wasn't cheap and I'm not wealthy and can't afford to lose the money.

To be honest I'm not sure the company even has 85kg/m3 toppers, perhaps most people don't actually try to find out what density they really bought (whereas I need a high-density topper because I'm very heavy). I just want to return the product and get my money back.

Thanks for reading!

fluffnutter

You weighed your mattress??

fluffnutter

Strange practices aside... under the DSR you can get your money back provided you let them know within 7 days that you want to return it. You are entitled to inspect the goods and that usually necessitates opening the package. Just package it back up as best you can and send it back. I wouldn't even bother getting into an argument about densities.

The worrying thing is that they 'ignored your request'. Email them again making it clear that you're returning the product.

Jeff_Bridges_hair

hi just wondering how you managed to weigh it..

fluffnutter

Jeff_Bridges_hair wrote: »

hi just wondering how you managed to weigh it..

I assumed he/she got on the scales sans mattress, and then weighed him/herself again whilst carrying mattress. Like you do with your pet. Quite frankly, my scales are so inaccurate (I can lose or put on three quarters of a stone in seconds), I wouldn't trust the readings if I wanted to prove the difference between 85 and 68.5 whatnots.

gordikin

Jeff_Bridges_hair wrote: »

hi just wondering how you managed to weigh it..

Weigh yourself on bathroom scales and then weigh yourself holding said mattress topper...accuracy is going to be open to question though.OP you may be liable for return postage under DSR. SOGA may be a better option if you can prove an inferior product to what you ordered was sent to you. Which means supplier is liable for return costs

gordikin

You are quick Fluffy!

fluffnutter

PTurner wrote: »

...(you can tell just from touch that it's lower density than stated)....

Is that like a superpower? Density(Wo)Man! He/she can tell the density of something just by the power of touch!

Jeff_Bridges_hair

fluffnutter wrote: »

I assumed he/she got on the scales sans mattress, and then weighed him/herself again whilst carrying mattress. Like you do with your pet. Quite frankly, my scales are so inaccurate (I can lose or put on three quarters of a stone in seconds), I wouldn't trust the readings if I wanted to prove the difference between 85 and 68.5 whatnots.

aye but you would never be able to get a proper reading by doing that..

PTurner_2

I just rolled the mattress up, tied it, and put it on the scale, without me. It's electronic and the base is big enough to read the numbers. And it's very accurate (eg when I weigh my suitcase, then take it to the airport, it's always the same weight within 1-200g. That margin of error is not enough to account for the shortfall). Though how would I prove that for a sale of goods act return?

As for my superpower touch, lol, well I know what high-density memory foam feels like. I've had to find out over the years, because I'm a big guy and low-density foam just collapses too easily and doesn't support. High-density memory foam is much slower to return to shape, and generally feels much denser and thicker. If you ever have the chance to compare the two, you should. The difference can be huge.

fluffnutter

PTurner wrote: »

I just rolled the mattress up, tied it, and put it on the scale, without me. It's electronic and the base is big enough to read the numbers. And it's very accurate (eg when I weigh my suitcase, then take it to the airport, it's always the same weight within 1-200g. That margin of error is not enough to account for the shortfall). Though how would I prove that for a sale of goods act return?

As for my superpower touch, lol, well I know what high-density memory foam feels like. I've had to find out over the years, because I'm a big guy and low-density foam just collapses too easily and doesn't support. High-density memory foam is much slower to return to shape, and generally feels much denser and thicker. If you ever have the chance to compare the two, you should. The difference can be huge.

I'm not sure I'd bother with trying to prove the density claim. I'd be concerned that I'd never get anywhere and would lose the chance to return under the DSR. If it's not as dense as stated, at least it will cost you less to return.