mattressonline.co.uk

Tim_Deegan

hollydays wrote: »

Are they a competitor of yours?

I presume you are asking me???

Yest they would be a competitor of mine, but that has nothing to do with my post. My post was 100% impartial, and gave both point's of view (from a seller who makes a loss because of a difficult customer, and from a customer who is being charged for something they shouldn't).

The advice I gave was both to the buyer and the seller:

• the seller needs to ensure that their terms and conditions protect against all types of difficult customers, otherwise you will make a loss that you just have to accept. Also you can't just make up charges to recover any losses.
• the buyer should be more considerate, and make the correct choice before ordering, but they shouldn't have to pay any extra charges that the seller makes up in order to recover any losses (unless they were in the terms and conditions).

So what was wrong with my post?

hollydays

Dont know- didnt see it.

jamescu

I've since spoken to trading standards about these jokers, who agree what they are doing breaks the Distance Selling Regs.

So it looks like it's going to the Small Claims now to get my money back.

They still haven't even refunded the £12 they say I am due back.

Tim_Deegan

jamescu wrote: »

I've since spoken to trading standards about these jokers, who agree what they are doing breaks the Distance Selling Regs.

So it looks like it's going to the Small Claims now to get my money back.

They still haven't even refunded the £12 they say I am due back.

Have you looked to see if they have now changed their terms and conditions?

I'm surprised they haven't been back on this forum since their initial post.

The post of mine that was deleted was actually trying to give both the buyer and the seller advice.

spuds_2

These sites have proved useful to me:

http://www.howtocomplain.com/
http://www.consumeractiongroup.co.uk/

Good luck. Over 600 people have viewed this thread, and it seems to me that the view of most MSE'ers is that whilst you should not expect the company to shoulder all the costs of your change of mind, the costs you are expected to bear are disproportionate, were not stated in the T and C's and do break the distance selling reg's.

Let us know how you get on.

martin_s_6

Here is my current experience/problems with mattressonline.co.uk

I ordered a double mattress on Friday afternoon, to be delivered on Monday. (£184.95)

When I checked the email confirmation an hour or so later, I noticed they had charged me for 2 mattresses and immediately called their helpline.

I told them of the problem, we only ordered one mattress, they said ok, send us an email with written confirmation and I will get it (the second one) canceled.

So Monday comes, low and behold the driver has two mattresses. We refuse delivery of one of them, he calls his base (or whoever) and confirms it was an incorrect addition.

My partner called them on the Monday reiterating the conversation from Friday, we had only ordered one mattress, and enquiring why a second mattress had still been sent?

Tuesday comes, and low and behold, ANOTHER delivery attempt for the mattress.

Fri 14th was the day of the order, and also the day I called to point out their mistake and have the second order canceled. Indeed on the telephone she told me it would be refunded.

Today, 10 days later, I contacted them again to enquire why my credit card still didn't have the refund credited..

They replied with some figures (delivery, return, surcharge) and the following>>
[FONT=&quot]
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[FONT=&quot]"Totalling £92.25 with a refund of £92.70 being placed onto your card today." [/FONT]

Not only are the prices outrageous, they are not documented anywhere whatsoever on their website, it wasn't even my fault to begin with. I didn't change my mind, I am happy with the mattress we did order from them. I just didn't order, and don't want 2 of them.

As things stand, I replied to their email questioning the price, considering this mistake was not of my doing, and told them if it isn't resolved, I will reverse the credit card charges, contact TS, and take legal action to protect myself/get all my costs incurred back.

I will post an update if/when they do reply to me, or at the point that I start taking action to get my money back. If they resolve it to my satisfaction then fair enough, maybe it was a misunderstanding and I will come back here and say it.

But as things stand, I am very annoyed by this and would not find it able to recommend them to anybody. I hope they restore my faith.

martin_s_6

Quick update:

I wrote to them on Monday 24th, basically objecting to the charges laid upon me for their mistake, and requesting an immediate refund.

Anyway they finally replied on Saturday 29th - they maintain that all costs will stand.

Naturally I am very disappointed by this, I don't believe they are right (morally or legally, but lets stick to legality for now)... and it feels like they are just trying to obstruct/delay this so I will think it's not worth the hassle or something.

I'll call my credit card company tomorrow, but before I do, does anybody know what my options are?

E.g Can i have the credit card reverse just part of the transaction price, or does it have to be a refund of the whole transaction? I do have 1 item from them that I would need to pay for (again) if I reversed the whole transaction.. so what would be my best method of paying that charge?

Should I do anything formal (e.g written letter to them) before I proceed with the refund, just to cover myself should this reach the courts at some point?

Thanks for the responses.

neokorpus

Just want to share my own experience with mattressonline.

I ordered a European size mattress (firm feel), for our 140X200cm IKEA bedframe. Firstly, there were problems with delivery. I spoke to a lady from customer services on Thursday and was told that the mattress will be delivered on Tuesday between 8-1pm. Great, I thought, especially since we had guests coming on Tuesday, and we did not have a bed to sleep on (only pull-out sofa for the guests). On Tuesday, the mattress is nowhere to be seen. I call the customer services and they tell me that there is no delivery date on the paperwork - it seems the lady I spoke to on Thursday forgot that. Worse still, I got no apology and when I wanted to complain, they simply said that if I don't have the name of the person, they cannot help me. When I asked if having a person's name would make any difference, they tried to change the subject.

Anyway, worse was to follow. The mattress arrived the next day. The packaging was so dirty we had to take the mattress out to test it with our bedframe. Now, we expected the mattress to be 137 cm wide (and not 140 cm), but I did not expect it to be 195 cm long! Their website clearly says that the length is 200cm.

Also, the mattress was not firm at all. We complained about that, and the customer services merely replied that they and the manufacturer are convinced the mattress is firm feel. For a company that deals with mattresses, it seems they have little clue about the difference between soft and firm.

When I wanted to return the mattress, I was given the standard emails about the terms and conditions - that one cannot return the mattress once it is unpacked or slept on. Well, I admit, it has been unpacked, but as I explained, the packaging was really dirty. At some point, the customer services made another reference to terms and conditions, and then I was told they are stopping their correspondence with me. Interesting, huh? Technically, I was their customer, but they did not want to have any more dealings with me.

It is probably obvious that I definitely do not recommend mattressonline to anyone. But if you do decide to deal with them, here is a word of advice:
-always double check the online information before you order
-do not open the mattress until you are completely satisfied with it (test its firmness and size), if you happen to get it in clean packaging.
-when calling the customer services, always ask for the person's name and write down (you may need it).

But I have a question - can I return the mattress and get a refund because the company provided wrong information about the size of the mattress on the website?

Thanks in advance for any help.

spuds_2

If the goods are not as described this would surely be a breach of the Trades Descriptions Act. See:

http://www.consumerdirect.gov.uk/

Supply of goods law:

http://www.dti.gov.uk/files/file25486.pdf

This site has a helpful forum:

http://www.consumeractiongroup.co.uk/

I would contact trading standards as soon as possible. Hope this helps.

Tim_Deegan

I agree with spuds, contact Trading Standards ASAP.

I also think that as there seem to be quite a few people with similar problems, and the company clearly has no regard for the law, then maybe it would be worth contacting Watchdog or Rogue Traders.