mattressonline.co.uk

jamescu

The other half and I ordered a mattress from these jokers - cost £124. We realised after putting the bed up that our spare room was too small for a double bed. We decided to put in a sofa bed instead. so I rang from work the next day to cancel the order. In the meantime they'd tried to deliver the mattress so they wanted to charge us the following to cancel the order:

£35 Delivery
£35 Return Delivery
£25 Saturday delivery
4.5% Protx Charge plus ALL VAT.
£112.87 cancellation charge in total.

I've informed them that these are not a reflection of the true costs incurred by them from my cancelling the order and I'll take them to court to get the money back if necessary. Just think twice before ordering from them in the first place.

Browntoa

I would say the delivery costs are true as I would expect it to be a courier not their own van,(if their own van then I would say it's excessive), the 4.5% charge for protx is correct, the only bit I'm unsure about is the VAT

Colin2511

look here for distance selling regulations

http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/

as they are selling over the internet you have the right to cancel within 7 days, they can charge you for the return of the goods, (or you return at own cost), if the goods are unwanted rather than damaged, but cannot charge you vat, protx, or (and this is the disputed one) the first delivery charge, ie apart from returning the item you should be reinstated as if the transaction never took place

read the above, and then contact trading standards,

Blacksheep1979

They can only charge you for the return costs if thats stated in their t&c's.

MattressOnline

Message from Mattress Online with reference to the comments made by jamescu:

Jamescu ordered his mattress through us on a Friday afternoon for a delivery the next day (Saturday Morning). In good faith and as per our delivery guideline we dispatched the mattress on an overnight carrier service. Jamescu did not notify us of his cancellation request until after the goods had left and our sub contractor had attempted delivery.

We have done everything that was asked of us, within the allocated time. We delivered the mattress on the correct day at the correct time. Unfortunately jamescu cancelled his purchase after we had received considerable distribution costs and the implication of cancelling the order are clearly laid out in our terms of sale at the point of purchase and also linked to via our confirmation emails. Our terms of sale does not affect jamescu statutory rights and we are not contradicting the Distance Selling Regulations.

I just wanted to let everyone know who is reading this thread that there are two side to every story, we are a professional internet retailer who work on very low margins and high volumes for the benefit of our customers. If we do not cover our costs for returning these very large and heavy items that have been ordered incorrectly we would have to put our prices up or we would be out of business and unable to service the guarantees on the 15,000 mattresses we have sold to date.

Please let me reassure any of our existing or future customers that if Mattress Online had been at fault in any part of this transaction then a full refund would have been offered.

For anyone interested a copy of the dti Distance Selling Regulations can be found on the link below, this confirms the position of both retailers and consumers, a document that we have referenced and adhere to.
http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

Managing Director
Mattress Online

wantmemoney

MattressOnline wrote:

Unfortunately jamescu cancelled his purchase after we had received considerable distribution costs and the implication of cancelling the order are clearly laid out in our terms of sale at the point of purchase and also linked to via our confirmation emails.

jamescu wrote:

£35 Delivery
£35 Return Delivery
£25 Saturday delivery
4.5% Protx Charge plus ALL VAT.
£112.87 cancellation charge in total.

http://www.mattressonline.co.uk/delivery.html
Delivery

First and foremost MattressOnline.co.uk do not charge you any delivery costs, every item on our website is delivered FREE anywhere in the UK mainland.

may be MattressOnline could make their terms and conditions slightly clearer
and yes

Blacksheep1979 wrote:

They can only charge you for the return costs if thats stated in their t&c's.

there appears to be no mention of the "return costs"

Blacksheep1979

yup they don't mention anything about who's responsibility returns are so unfortunately the return is at MatressOnlines expense.

changkra

Thabks for the warning. I was actually considering ordering from this company, I think i'll find another and play safe.

RadoJo

I appreciate that there may be confusion over what is included in the Ts and Cs, but does it not seem a bit unfair that the company shouldh ave to bear the full cost of the returned item when it was a genuine mistake on the part of the OP. I agree that some of these charges seem excessive, but should it really fall to the company to bear all the losses involved?

Debt_Free_Chick

wantmemoney wrote: »

http://www.mattressonline.co.uk/delivery.html
Delivery

First and foremost MattressOnline.co.uk do not charge you any delivery costs, every item on our website is delivered FREE anywhere in the UK mainland.


may be MattressOnline could make their terms and conditions slightly clearer
and yes


there appears to be no mention of the "return costs"

On that link, the £25 charge for Saturday delivery is stated and also the link confirms that a redelivery charge will apply, if you are out and you have booked a specific delivery date. In this case, the OP was out when delivery was made. Although there was no redelivery arranged, as the OP had, by then, cancelled the order.

Looks like the OP ordered in haste, arranged specific delivery on a Saturday, but then simply changed their mind. I have some sympathy for the retailer, here

pinkshoes

MattressOnline wrote: »

Message from Mattress Online with reference to the comments made by jamescu:

Jamescu ordered his mattress through us on a Friday afternoon for a delivery the next day (Saturday Morning). In good faith and as per our delivery guideline we dispatched the mattress on an overnight carrier service.

Wow, sounds like a good company to me! Order on a friday afternoon, and they actually deliver on a saturday!

Jamescu should have done his homework and checked it would fit first, so should pay the cost the company incurred, as it was HIS mistake and not theirs.