Do I have to pay

System

I would ask myself if this is worth the hassle? Even if they pay for collection you are going to be without your mattress for a significant time.

I personally would just leave it. Frankly I think it's unlikely a fire would start on your mattress and if it started somewhere else and spread to the mattress you're probably stuffed anyway.

I would be surprised if a key decision in your purchase of a mattress was the level of fire retardantcy.

Poppy9

While it may not consider it a major risk you've been sold a product that does not meet safetly standards as it should so you should not have to bear any cost of them rectifying.

Contact trading standards. TS across the country log similar calls so they should get linked if there are hundreds of these mattresses in circulation.

I'm still laughing at the thought of you trying to wrap your mattress up, get it in car or on bus then standing in queue in Post Office before asking "how much will this cost recorded delivery?":rotfl:

beeg0d

Surly this is a basic SOGA issue. the manufacturer has admitted that there is an inherent fault with the product. making the retailer fully liable to put the issue right? (replace, refund, repair at their choice/expence. Without causing you significant inconvenience)

Buzby

Since the are to replace, it makes sees to treat it as a swap out so you are not inconvenienced. You then have continuity, and they collect the old one at he same time.

Anything else is a wind up.

System

In addition I personally would prefer not to sleep on a mattress that had been treated with chemicals! You're probably better off by the fact this has been missed!

shaun_from_Africa

In addition I personally would prefer not to sleep on a mattress that had been treated with chemicals!

As the mattress in question is a memory foam one, it is already well covered by various chemicals, hence the reason that they often smell quite strongly.

neilmcl

OP, can you clarify whether you purchased the mattress from Amazon themselves and not a third-party marketplace seller, and who has in fact sent the email?

Eydon

Is that the exact text of the email because I'd be suspicious of any email that started off "Dear Customer".

Amazon know who you are and would always address you by your name.

System

Eydon wrote: »

Is that the exact text of the email because I'd be suspicious of any email that started off "Dear Customer".

Amazon know who you are and would always address you by your name.

It was a letter and I assume they produced loads of them. Saying "customer" is easier.

keyser666

Eydon wrote: »

Is that the exact text of the email because I'd be suspicious of any email that started off "Dear Customer".

Amazon know who you are and would always address you by your name.

Yes it was how they addressed the letter. I would assume that the OP bought this in the market place. I got mine from ebay.

On another point when I saw the letter I knew it was from hypnia just purely because of the way they said NOT to contact the seller. Seemed a bit OTT and as if they were trying to absolve the seller of their duties