Mattress guarantee dispute

Lindala

Wondered if anyone has any helpful advice on my dispute below regarding my mattress...

I purchased a Reylon mattress from an online retailer, about 1.5 years ago. This mattress can with a 5 year guarantee. Now the mattress is sagging and the foam is ripped in three places, exposing the springs.

I have contacted the retailer i have purchased from, provided photos of mattress, frame and measurements. Reylon are stating the guarantee is invalid due to our bedframe slat width. Our slats are 8cms apart, and they are saying the should be 4-5cms apart.

My dispute is i was never made aware of this slat width advice or what invalidates the guarantee before or after purchase. Reylon are saying care instructions would have been provided with mattress, but never were, nor were they on the online retailers website and nor was i ever made aware of what the guarantee included/not included.

I am not sure where to go from here as i can't prove this. It's their word against mine. Any ideas on how to proceed would be greatly appreciated?

Has anyone else has a similar dispute? If so, how was it resolved?

Many Thanks

McKneff

I can only suggest you give Trading Standards a ring.

bris

SOGA applies and after 6 months you need a report from an independant expert to confirm it's fault is a result of poor quality at the time of manufacture. This you need to present to the retailer and if they agree the cost of the report report can be claimed back.

The warranty is with the manufacture but it is above your statutory rights so the terms of the warranty are what you need to rely on, if they say slats are to be a certain width then so be it, no claim on the warranty without this.

The alternative is to take the retailer straight to the small claims court for the cost of replacing the mattress less wear and tear for betterment.

A report would also help with this which again should be added to the claim but is not absolutely neccesery as the small claims "reasonable person" will decide on the balance of probabilities on whether the short timescale is reasonable for a mattress to last. Take detailed photos with you.

P.s trading standards will just tell you to ring consumer direct who will in turn just tell you what I have just written.