mattressonline.co.uk

Keith

marksmit wrote: »

Hi
I have a great place for Free UK Wide Delivery for Beds and mattresses.

They also offer a Price Match Promise for like for like, or beds, headboards, mixed brands such as Airsprung, Silent Night.

Click on the following to see there stock,

Firstly you forgot the link, secondly why would anyone buy a brand which has a terrible reputation at the moment?

angry_shopper_3

I've just initiated county court action against matressonline because they have charged me return delivery on damaged goods, even though they had come direct from the manufacturer!

Please do not be fooled by the low prices offered by this company. When things went wrong it became extremely difficult to cancel. Once cancelled, they made me wait most of the thirty days for a refund, and then added the insult of not poviding a full refund.

Next step is a letter to Rotherham Trading Standards to inform them of the somewhat questionable T's and C's and business practices of MatressOnline......................

tusagirl

Well - seems like I'm joining you lot... bought a mattress several months ago, the thing has almost entirely disintegrated, I've sent absolutely clear photos showing the problems... and guess what. No suprise, they want more photos. Because the ones I sent don't show the problem. Ummm... yes, they do.

Looks like I'm about to get on the merrygoround... oh, what joy. Why can't they just man up to the fact THEY sold me an item which is not fit for purpose, and it is THEIR responsibility to refund me? :mad:

If anybody's got tips on what to do if they try to shirk their responsibilities, please let me know. I have a few organisations that I will inform, and I am quite prepared to go to small claims court.

Thanks

Tim_Deegan

tusagirl wrote: »

Well - seems like I'm joining you lot... bought a mattress several months ago, the thing has almost entirely disintegrated, I've sent absolutely clear photos showing the problems... and guess what. No suprise, they want more photos. Because the ones I sent don't show the problem. Ummm... yes, they do.

Looks like I'm about to get on the merrygoround... oh, what joy. Why can't they just man up to the fact THEY sold me an item which is not fit for purpose, and it is THEIR responsibility to refund me? :mad:

If anybody's got tips on what to do if they try to shirk their responsibilities, please let me know. I have a few organisations that I will inform, and I am quite prepared to go to small claims court.

Thanks

Contact Trading Standards. Often the threat is enough to get a response out of a retailer who is in the wrong.

angry_shopper_3

Matressonline are a hard nut to crack!

I have a county court hearing against them in August. They are clearly in the wrong but it's taken since Christmas to get this far.

Trading Standards won't be too interested and Matrassonline act as if they can do what they like.

If you want to take them to court, go to moneyclaim online. It's easy enough but I think you will need to be prepared to take things all the way.

It's a shame that we have to take things so far. Best advice is to shop elsewhere..................................................

MothballsWallet

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. 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

Company representatives are required to request permission from [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL] first. This is in the forum's rules.

I didn't know that companies could have anonymous managing directors: you could put your name on your post.

tusagirl

So, I had to waste a precious day's holiday and sit at home to wait for someone to inspect the mattress (this is after having sent two lots of photos, all of which clearly showed the entire mattress had collapsed on one side).

I received an email today stating that the Economaster report said the topper had come loose and shifted to one side. This was apparantly the fault of my bed frame as quoted here:

However Ecomaster has also advised that although the mattress is suitable for a slatted base this is provided it has slats no wider than 6-7.5cm apart and that the area towards the end of your bed is approximately 9”.

I measured these slats myself, and the gap was 6.5cm - well within their max of 7.5cm. The top and bottom slat have a 9cm gap between the last slat and the bed frame. So - they are saying this gap at the top and bottom were the cause of the entire topper coming loose and collapsing???? (Tim - if you are reading this - does this sound feasible?)

In any event, they have agreed to replace the mattress so long as this 'problem' (I've had this bed frame for 10 years, and have never had a mattress collapse like that) is addressed - otherwise they cannot guarantee the mattress for the rest of the term!!!

So now, I'm waiting for them to receive the mattress from Sealy, at which time they will phone me to arrange delivery (another wasted day for me, and I'm just waiting to see if they try to charge me for the delivery - I'll update when it all happens!)

Tim_Deegan

tusagirl wrote: »

So, I had to waste a precious day's holiday and sit at home to wait for someone to inspect the mattress (this is after having sent two lots of photos, all of which clearly showed the entire mattress had collapsed on one side).

I received an email today stating that the Economaster report said the topper had come loose and shifted to one side. This was apparantly the fault of my bed frame as quoted here:

However Ecomaster has also advised that although the mattress is suitable for a slatted base this is provided it has slats no wider than 6-7.5cm apart and that the area towards the end of your bed is approximately 9”.

I measured these slats myself, and the gap was 6.5cm - well within their max of 7.5cm. The top and bottom slat have a 9cm gap between the last slat and the bed frame. So - they are saying this gap at the top and bottom were the cause of the entire topper coming loose and collapsing???? (Tim - if you are reading this - does this sound feasible?)

In any event, they have agreed to replace the mattress so long as this 'problem' (I've had this bed frame for 10 years, and have never had a mattress collapse like that) is addressed - otherwise they cannot guarantee the mattress for the rest of the term!!!

So now, I'm waiting for them to receive the mattress from Sealy, at which time they will phone me to arrange delivery (another wasted day for me, and I'm just waiting to see if they try to charge me for the delivery - I'll update when it all happens!)

They are talking complete rubbish. Who sleep at the very end of the mattress?

The problem is more likely the poor design of the mattress, and it's springs ( a common fault with that group of companies).

If I were you I would add an extra slat to either end of the bed so that they can't blame the bed next time the springs collapse.

tusagirl

Thanks Tim - that's what I thought. If they really believed the gap at the top and bottom were at fault, they would not be replacing the mattress, of this I am sure!!

And yes - I will be adding an extra slat at the top and bottom just as insurance against future claims.

I did ask for a refund, which they refused, so I will try and sell the mattress when I get it - I don't want Sealy anymore! I will lose a lot of money but hey-ho. You live and learn. I have placed an order for a VI-Spring in the meantime.

Tim_Deegan

tusagirl wrote: »

Thanks Tim - that's what I thought. If they really believed the gap at the top and bottom were at fault, they would not be replacing the mattress, of this I am sure!!

And yes - I will be adding an extra slat at the top and bottom just as insurance against future claims.

I did ask for a refund, which they refused, so I will try and sell the mattress when I get it - I don't want Sealy anymore! I will lose a lot of money but hey-ho. You live and learn. I have placed an order for a VI-Spring in the meantime.

I wouldn't get a Vi-Sprung either. They are over priced, and over rated. Stay away from big brand names.

If you are getting pocket sprung, then lay a sheet of pegboard or hardboard over the slats, as pocket sprung mattresses shouldn't really be used on slatted bases with gaps of over 1".