Help! Can I get my money back from Mattressonline

Rorbs

Hi,

I have shortened this post to just the facts and taken out all the drama and anger as suggested by the sticky post.

I bought a bed and mattress from mattressonline on the 18th of January. Paid for using a debit card.

The mattress arrived promptly as promised but the bed frame was a week late, it finally arrived on the 6th of Feb and it was assembled and everything seemed fine.

I woke this last Saturday morning, went to get out of bed and the wooden support length just snapped completely in half. Before all the jokes start, I am big guy...rugby player, by no means overweight or over sized for the bed! I have not jumped on it or anything! (I had major knee surgery at the end of January...the whole reason for buying a new bed because I would be immobile)

I phoned mattressonline this morning to explain what had happened and ask for a refund. Unfortunately the grumpy customer service person just responded with "we reserve the right to offer exchanges" when I protested saying I didn't want the same bed again because it seems to be poorly made the same thing will happen they continued to insist I would not get my money back.

They requested I send photos of the broken bed to them which they will forward to the manufacturer who will decide whether I can have another one under warranty of not. I have sent the photos this morning.

My questions are:

1) The bed lasted a little over a week, surely I am entitled to my money back?

2) The fact that it broke is between them and the manufacturer? Why do I have to wait for them to decide?

I have read through their online terms and conditions and there is no explicit mention of "we reserve the right to offer exchanges not refunds"

andycris3107

Unser the CCR's (consumer contracts regulations) you have 14 days post DELIVERY of your purchase to return the item. In the case of damaged or faulty goods the cost of the return must be met by the seller. You do NOT have to accept a replacement.

You can find more information here http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

and here: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/310044/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf

frugal_mike

You also have rights under the Sale of Goods Act. This act states that you have a reasonable time to inspect goods after they are delivered to check they conform to contract. If they don't then you have the right to reject the goods for a full refund. In this instance the supplier does not have the right to insist on an exchange or repair.