Ikea - no exchange on matress after examination

shorty2240

Hi, I'm new to dealing with customer service so not sure where to go from here. I would appreciate anyone's similar experiences or advice.

Got an Ikea mattress (I know, terrible idea) 2 years ago and it has dipped in badly on both sides. They have a 25 year guarantee so I called up and a few weeks later, Ecomaster came round to inspect it. I wasn't there and they didn't give my better half any feedback up front.

Few weeks later, I talk to Ikea and find out the results of the inspection.

1) The mattress has 'sagged in rather dramatically' (his words)

2) They report that the reason for this is "misuse" of the mattress, and because of that, no refund, no exchange, nothing. How the heck do you misuse a mattress?! (careful now!) This misuse can be seen as a tear in one corner. What does that have to do with dipping in on either side?

Well, like I say I'm pretty naive and not used to dealing with this. The customer service guy from Ikea's recommendation was to get another survey done by someone else (who the heck do I even get to do that) and call back if their survey doesn't say it's our fault. At this point I asked if they would cover the cost of such a survey if they were at fault, and he didn't seem very sure.

Is this ridiculous, or am I in the wrong here?

Fire_Fox

Write and ask for a copy of the Ecomaster report and carefully read your copy of the guarantee. Write a letter to IKEA complaints department, quoting the report, guarantee and relevant legislation (probably the Sale of Goods Act), enclose photos of the mattress. Template letters are online if you don't fancy composing your own from scratch.

shorty2240

Thanks Fire Fox, I'll do exactly that.

visidigi

hmmm expecting a mattress not to have some element of sag within 25 years is a bit wishful thinking tbh.

Is it sagging towards the middle? The outer edges? Or is there and indentation where the two of you lie at night?

A bit more info is needed, the 25yr guarantee detail is in the back of the catalog, available on their site.

Pinkypants

Mattresses can easily be misused, someone jumping on it, standing on it to get to lockers over the bed, excessive kneeling on the mattress and proberly many more.

Mattresses do settle where the body has been on a mattress just like walking on the same bit of the carpet, it will show signs of use. But how much settlement is the question.

Good luck in your claim.

shorty2240

The indent is more than the typical settlement you would expect. As I said the report admits that there is a large amount, but claims misuse is to blame. Weve never jumped on it or even stood on it, the tear in the corner was probably from flipping it. It is on either side not down the middle. My gf has had back pains lately and I'd not be surprised if this was to blame.

Anyway I'll do my best, appreciate the pointers.

Savvy_Sue

Has it dipped where you lie on it, or is it where you might have sat on it at the sides? DS1's mattress got a big dip in one corner from me sitting on it to read his bedtime story.

unholyangel

shorty2240 wrote: »

The indent is more than the typical settlement you would expect. As I said the report admits that there is a large amount, but claims misuse is to blame. Weve never jumped on it or even stood on it, the tear in the corner was probably from flipping it. It is on either side not down the middle. My gf has had back pains lately and I'd not be surprised if this was to blame.

Anyway I'll do my best, appreciate the pointers.

Do you flip it around at all?

Essentially, what the store guy told you was correct. If you wish to pursue them under SoGA they can request that you prove the fault is inherent after the first 6 months - which is what they are asking you to do.

If you wish to claim under guarantee then you need to meet the criteria that their guarantee states. Effectively, they can write whatever terms they want for a guarantee/warranty.

The SoGA however, is a different matter.

williham

I had the same problem, but my report said the mattress wasn't faulty when it obviously was. Just keep complaining and they'll replace it, worked for me.