Refund Entitlement?

zorgan

I purchased a mattress for our bed on the 07-06-11 and reported to the company the mattress is sagging, we sleep on a "U" shaped bed falling into the middle all the time.

They came out and the representative from the company agreed it was sagging in the middle.

The mattress we want to exchange it with is around £50/£60 pounds cheaper than the one we purchased.

what are my rights here? can I ask for a full refund then buy the lower priced mattress? (from the same store)

what happens to the price difference is it going into the pocket of the bed company?

thanks for any advice.

mo786uk

as you have had 6 months use they are entitled to refund you but reduce the amount.

so if the mattress was £1000, they may offer £800.

You would then have tht refunded money to buy the bed at whatever price.

unless they offer to directly replece the mattress for the new one you waat i would avoid tyring to get clever and entering into any complex deals such as accepting a certain amoutn off the new mattress.

just take a refund for the first mattress and buy the second one seperatley.

lateandlive

They can take into account any time you've used the product - the last 6 months - and may issue you a partial refund to take into account the usage of the item you've already had.

That said, if the fault occurred earlier on and you reported it then I'd expect them to take that into account - it's not like you kept it for 6 months and are only just telling them.

zorgan

They have agreed so far to replace it with the other model we want.

I guess i`m happy although, I`m concerned as the replacement is cheaper (which of course is our own decision to choose a cheaper one for the replacement).

The value of "price difference" - where does this money go too? when I give them the faulty mattress don`t they claim it back anyway from the supplier for a replacement which they can then sell new full price?

The fault has also been progressive, so therefore, I have no way of telling it was faulty untill it got to the stage where I had to sleep head to toe one night because it was really straining the back muscles of both the wife and I.

lateandlive

The value of the price difference is dependent on how much they offer you. If they decide to honour the full original cost of the mattress then the difference will come back to you.

If they exercise their right to give you a partial refund then there may not be a price difference anyway. If, even with the partial refund you still pay less for the new mattress then, again, the difference will come back to you.

Think of a pair of trainers. You buy then for £50 and run in them for 6 months and then the sole falls off. The shop may give you less money back to cover the 6 months of exercise you got out of them before the fault occurred.

What I'm saying is, if you reported it ASAP and it was clarified by them inspecting it a few months back then you MAY have cause to try and get the full amount back from them.

mo786uk

it doesnt matter where the difference goes if you are getting a product you are happy with. it a debate for the retailer and their supplier.