Getting a replacement for a faulty mattress from Bedstar

real_sunfire

In June of last year we ordered a mattress from BedStar Ltd. Everything was fine with the mattress until about 10 months after purchase. At this point we found that the springs in the mattress started pushing into the surface of the mattress making sleeping on it very uncomfortable even after turning it.

Bedstar ordered a replacement from the mattress and arranged to have it delivered to us by courier. They set us an email saying it would be delivered between 7am and 8pm. We got an text message that morning telling us to expect the courier between 10am and 1.30pm. My wife waited until after 2pm and the courier has not turned up. Unfortunately but this point she had to leave the house. At no point did Bedstar or the courier contact her telling to expect a late delivery.

It appears that the courier did not turn up until 2.10pm but unfortunately but this point my wife had already left. When we contacted Bedstar to arrange re-delivery they wanted to charge us £50 for re-delivery claiming the times in the text message were only an estimate and we have contacted them if the delivery was late! I did speak to manager but she refused to pursue this any further.

I don't see why we have to pay £50 for delivering a replacement for a mattress which was fault in the first place.
Bedstar are refusing to do anything about this (will be writing a formal letter to them) and we are left with a faulty mattress which is causing great problems with my wife's hip.

Any advice about what I can do here please?

Thanks,
Nick

wealdroam

real_sunfire wrote: »

We got an text message that morning telling us to expect the courier between 10am and 1.30pm. My wife waited until after 2pm and the courier has not turned up. Unfortunately but this point she had to leave the house. At no point did Bedstar or the courier contact her telling to expect a late delivery.

And it appears that at no point did you or your wife contact the courier telling them their delivery window was closing.

It really would've been prudent to reply to the text message received earlier stating that a delivery after 2pm wouldn't be possible.

But if you original delivery 'slot' was 7am to 8pm, I cannot understand why your wife wasn't prepared to stay for that time?

neilmcl

I agree with the above. You were given a delivery time slot of between 7am and 8pm, for which you should have made someone available throughout.

societys_child

I'm another one who can't understand why your wife didn't wait.

fozzeh

I'm reading it as the delivery period of 7am to 8pm and the delivery slot of 10 until 13:30.

You'd need to see whether their T&C's define the slot against a period. I had a similar problem with Vodafone but they were a lot more helpful with it.

Pinkypants

I think the email time was more of a good customer service thing rather then terms and conditions.

Sorry but 40 mins late isn't too bad in real terms. Especially with traffic hold ups, problematic deliveries elsewhere etc..

You where told 7am to 8pm.

You have found out the hard way the major pitfalls of buying such a product online. The customer service is not very good normally by online companies, especially with after sales.

Chickabiddybex

Just wanted to point out dont bother replying to time window texts as they are often sent by a computer.

But regarding this specific issue, if someone tells you to wait in all day or delivery then why make plans for that day? And if I was expecting delivery at a certain time and it didn't arrive then I would assume the explanation was they were running late and I'd better stay home. Or I'd call to find out for sure.
Someone has to pay for a new delivery. It's not Bedstar's fault. However, you could always try a compromise of paying £30 or something.

Money-Saving-King

You were told from between 8 and 7 in the evening. You got a text showing a rough idea of a window. Your text did not say this was a guarenteed time.

I think the fault lies with your wife for assuming then leaving the house early