Do I have to pay

Princess_Coupon

In December I bought a new mattress from Amazon, I'm very happy with it.
Out of the blue I received this via Amazon:

Dear Memory Foam Customer
Unfortunately we have identified a recent batch of hypnia memory foam mattresses which do not
meet the acceptable level of fire retardancy required to pass the BS 5852 test. This relates to the
rate at which the foam filling burns when exposed to an open flame. Rest assured that your mattress
is not dangerous, there is no risk in normal use as long as not exposed to a naked flame or burning
cigarettes. This requirement is a preventative measure only.
If you would like us to treat your mattress to bring it inline with current legislation please return the
form below with your details by post and a member of our staff will contact you.
Orderout LTD have been instructed to manage the communication and treatment process. The
treatment will require you to send your mattress back to us in Dorset at your cost. Please do not
contact your retailer directly as they can only refer you back to Orderout LTD.


So I have been sold a mattress that doesn't meet regulations but I have to pay to sort it out?
Posting a double mattress isn't going to be cheap either

lucy03

I would have thought they should, but don't know the legal position. I would, however, ignore their e-mail and contact the retailer for advice (especially if it's Amazon themselves rather than a third party seller).

keyser666

Princess_Coupon wrote: »

In December I bought a new mattress from Amazon, I'm very happy with it.
Out of the blue I received this via Amazon:

Dear Memory Foam Customer
Unfortunately we have identified a recent batch of hypnia memory foam mattresses which do not
meet the acceptable level of fire retardancy required to pass the BS 5852 test. This relates to the
rate at which the foam filling burns when exposed to an open flame. Rest assured that your mattress
is not dangerous, there is no risk in normal use as long as not exposed to a naked flame or burning
cigarettes. This requirement is a preventative measure only.
If you would like us to treat your mattress to bring it inline with current legislation please return the
form below with your details by post and a member of our staff will contact you.
Orderout LTD have been instructed to manage the communication and treatment process. The
treatment will require you to send your mattress back to us in Dorset at your cost. Please do not
contact your retailer directly as they can only refer you back to Orderout LTD.


So I have been sold a mattress that doesn't meet regulations but I have to pay to sort it out?
Posting a double mattress isn't going to be cheap either

Funny enough I got the same exact letter thorugh my door. As you said I am more than happy with the mattress, best one I have had I can say. Was going to post up here about it but I am not having it done anyway.

One thing though, the way I received it totally vacuum packed wouldnt cost a lot to send back but now it is extended it would cost heaps to send back based on the dimensions. My opinion is if you took them to tak they would have to pay for the return and they are chancing their arm

System

Just try not to set the bed on fire and you'll be fine

Princess_Coupon

I might not have done it any way but I was just so incensed at the fact they expected me to pay. I might ring trading standards to see what they say

deanos

If you bought it from Amazon then they are responsible to sort it iut as they are the retailer

daydream007

I too have had the letter. I purchased my mattresses via. eBay. I contacted the seller first (despite letter from Orderout saying not to) and they give me this spiel about them 'not being allowed to help' and that the manufacturer dealing etc. etc.

Then I find out that eBay retailer is a subsidiary of Hypnia (depsite getting the line that they were actually the supplier) AND Orderout are the same crew too!

What to do?

bod1467

Unless you smoke in bed ... ignore it?

Ectophile

It sounds like they are trying to weasel out of their responsibility for selling a defective product by telling you not to contact the retailer and making you foot the bill yourself.

Your contract is always with the retailer, whoever made the product.

Pinkypants

I would send them an email saying that they can pay for the transport back and forth. Or just supply a replacement mattress at no extra charge.

Or you'll be contacting Trading Standards for failing to meet the legal fire requirements.

amcg100

Ectophile is right - if you are willing to stand your ground then get ripped into Amazon