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Faulty Mattress

PLEASE, can someone help me make sense of the ‘sale of goods act’. I purchased a ‘Reylon reactafoam mattress’ from Benson for Beds in February 2009, which came with a 6 year guarantee. About 6 months ago I noticed the mattress was beginning to split. As I could’t find my sales documentation at the time I simply moved to the opposite side of the mattress, only for the same problem to develop here too. I rang Benson’s and was told to send pictures of the problem. I was initially advised they would be sending someone to investigate my allegations, but a few days later was left a voice message from the same member of customer services advising me she ” had spoken with the manufacturer's and they were aware there was a design flaw with that specific mattress and would have to replace it for another.” I emailed customer services back asking them, “if they were aware there was a problem with this mattress, why it had not been recalled before now as surely the problem not only contributed to restless nights due to the discomfort but could also lead to back problems” and was sent a reply suggesting "this was the system they had in place and they could only replace each mattress as customers contacted them".

I was then contacted by a store on the outskirts of North London and advised I would have to choose a mattress from their shop (an hour away) as Bensons no longer stocked that range. As I was unwilling to travel, I checked the mattresses available online, within the same price range, only to find they all come with only one year warranty(not nearly long enough for a £500 mattress, not forgetting I had 3 years left on the previous mattress) and on checking reviews for each of these found the Internet littered with complaints. Am I entitled to my money back?

Many Thanks
Selena

Comments

  • You could ask for a proportionate refund, but certainly not a full one, given that you have had over three years use of the mattress. Having said that they are not obliged to give you one, they can offer an alternative remedy.
  • Pinkypants
    Pinkypants Posts: 1,337 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    edited 3 August 2012 at 5:45PM
    I don't understand, you have a fault with your mattress and they offered you a replacement.

    Why did you complicate matters by asking about a recall. Even with a design flaw it's not 100% that all the products will become faulty. Also recalls are only normally undertaken on a product if it's a major safety issue. i.e dodgy brakes on a car etc...

    I'd say you have very good customer service so far. You haven't had to fight your case, no inspection had to be undertaken. No hassle so far. Accept the replacement.

    Any mattress that you receive will not have a 12 month or 6 year guarantee, as it's the initial product that carries the guarantee and not any replacement. A lot of manufacturers have changed from lengthy guarantees to a shorter 12 month one due to rising costs. More top end products like Vi Sprung £5,000 plus still carry a lengthily guarantee but of course that's covered in the cost of the product.
    Helping the country to sleep better....ZZZzzzzzzz
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