Help with Faulty Mattress...Tesco are not helping!

heather2107

To cut a long story short:
Bought a Silent Night Double Mattress from Tesco Direct in Nov 2010 for my daughter.
One side of the mattress has dropped 3.5 ins making it uncomfortable.
Contacted Tesco who sent furniture examiner.
They were off hand and immediately said it was because my daughter had been sitting on bed to watch TV....I told her first she didn't, she only watched TV in bed and second even if she had the mattress was only 9 months old.
She reported spring padding compressed and told me I should have turned mattress, I told her(and just double checked their site) it said mattress doesn't need turning, she said that meant turned over but I should have turned it clockwise.
Tesco came back to me said the engineer reported there were no manufacturers faults it had been sat on and not turned.
I emailed them and pointed out all facts.
They wrote back and uphold their decision.
I was going to go to Trading Standards but just visited their site and it says they won't interveen between parties and they can't get refunds. Does anyone have any ideas who I can go to as I am furious about this?

bris

The next step is to get an independ report from someone who would be qualified to do one. If found in you favour and you can get Tesco to accept it then the cost of the report would also have to be refunded. If Tesco refuse to accept an independant report then the small claims court would be your only option. There is a very good chance the court would accept the independant report. If you go down the small claims route you would need the report as the judge would expect you to have proof to back up your claim, again the cost would also be awarded to you.

heather2107

bris wrote: »

The next step is to get an independ report from someone who would be qualified to do one. If found in you favour and you can get Tesco to accept it then the cost of the report would also have to be refunded. If Tesco refuse to accept an independant report then the small claims court would be your only option. There is a very good chance the court would accept the independant report. If you go down the small claims route you would need the report as the judge would expect you to have proof to back up your claim, again the cost would also be awarded to you.

Thanks, my worry though is that Tesco sent out a supposed independent assessor and she made her mind up instantly,maybe if I moved the TV out of the room next time!
As it is I am going to have to buy a new mattress, her last one lasted 10 years, I don't want to take the chance of loosing more money.

bris

heather2107 wrote: »

Thanks, my worry though is that Tesco sent out a supposed independent assessor and she made her mind up instantly,maybe if I moved the TV out of the room next time!
As it is I am going to have to buy a new mattress, her last one lasted 10 years, I don't want to take the chance of loosing more money.

I wouldn't trust any assesor who does a lot of work for a retailer to be impartial, they know where their breads buttered, would you bite the hand that feeds you.
I am soory to see them get away with it though, hope your next one last another 10 years.

texranger

heather2107 wrote: »

Tesco sent out a supposed independent assessor.

how can they be an independent Assessor. whos paid then i guess this was Tesco, so they were contracted to Tesco, so their job would have been to try and lay the blame at your feet.

heather2107

texranger wrote: »

how can they be an independent Assessor. whos paid then i guess this was Tesco, so they were contracted to Tesco, so their job would have been to try and lay the blame at your feet.

Very true, they have said I can get my own at my own expense:mad:, how kind they are!!!

Flyboy152

heather2107 wrote: »

To cut a long story short:
Bought a Silent Night Double Mattress from Tesco Direct in Nov 2010 for my daughter.
One side of the mattress has dropped 3.5 ins making it uncomfortable.
Contacted Tesco who sent furniture examiner.
They were off hand and immediately said it was because my daughter had been sitting on bed to watch TV....I told her first she didn't, she only watched TV in bed and second even if she had the mattress was only 9 months old.
She reported spring padding compressed and told me I should have turned mattress, I told her(and just double checked their site) it said mattress doesn't need turning, she said that meant turned over but I should have turned it clockwise.
Tesco came back to me said the engineer reported there were no manufacturers faults it had been sat on and not turned.
I emailed them and pointed out all facts.
They wrote back and uphold their decision.
I was going to go to Trading Standards but just visited their site and it says they won't interveen between parties and they can't get refunds. Does anyone have any ideas who I can go to as I am furious about this?

How do they expect to prove that your daughter damaged the mattress by sitting on it.

I mean "sitting on it," how flipping ridiculous is that????????


Just out of a matter of interest, is she maybe a little on the larger side?

texranger

Flyboy152 wrote: »

How do they expect to prove that your daughter damaged the mattress by sitting on it.

I mean "sitting on it," how flipping ridiculous is that????????


Just out of a matter of interest, is she maybe a little on the larger side?

i would say sitting on a mattress is less damaging to a mattress then lying flat on it for 8+ hours wriggling about while asleep

heather2107

Flyboy152 wrote: »

How do they expect to prove that your daughter damaged the mattress by sitting on it.

I mean "sitting on it," how flipping ridiculous is that????????


Just out of a matter of interest, is she maybe a little on the larger side?

I know its ridiculous, and no she is an average size person.

Jeff_Bridges_hair

texranger wrote: »

how can they be an independent Assessor. whos paid then i guess this was Tesco, so they were contracted to Tesco, so their job would have been to try and lay the blame at your feet.

Yes, very good point. But if the OP pays for someone else who calls themselves an independant assessor then wouldnt it apply to them too













Though yes i do know the report would then be paid but Tesco overall but its the same thing.

Pinkypants

texranger wrote: »

i would say sitting on a mattress is less damaging to a mattress then lying flat on it for 8+ hours wriggling about while asleep

Sorry to say but sitting on a mattress is far worse then lying on it.

The weight per square inch is massively increased when sitting compared to lying on a mattress. It's simple maths.

Silentnight are usually very good with their customer service, maybe try them direct instead of Tesco.

But if the damage is done by sitting on it, then I'm afraid you have no readdress on the matter. Oh and yes experts in the field will know if a mattress has been sat on for a long period of time. Just like if a mattress has been bent, or not turned, there are signs to look for.