Ikea Faulty Matress

Sheffstaffs

Back in March 2013 we bought a Sultan Hamnvik Mattress from Ikea Leeds we are having problems sleeping at night as there are springs sticking out of the mattress on both sides so it is no better whichever way it is turned the mattress is just over two and a Half years old.
I've contacted Ikea who sent an independent inspector out who then submitted a report. The outcome is that Ikea will NOT be replacing the mattress under their 25yr guarantee as there is no manufacturing fault.
Having spoken to a few advisors it's seems there's nothing they're willing to do. Not only is that unexpected it's hugely disappointing and my next step is to complain to the trading standards.

Their guarantee states: "The guarantee does not cover normal wear & tear". The mattress has actual springs that are Protruding out of the mattress which in turn cause discomfort when sleeping.

Just wondered if anyone has had the same problem with their Sultan Hamnvik Mattress.

molerat

After 6 months it is up to you to prove there is a fault. If Ikea will not play ball you will need to commission a report yourself, the cost can be added to the claim.

cono1717

If it's an independent inspector who has no bias towards you or Ikea that has determined this isn't a manufacturing defect then there isn't really a lot more you can do. You could try finding your own inspector and see what they say but if they agree with the other report then there's not a lot you can do.

Complaining to trading standards wont do anything to help as Ikea have followed the procedure to a tee. They can only be liable if it's deemed to be an inherent manufacturing fault, which this has been stated not to be.

Sheffstaffs

well the problem is that i was not home when the inspector came out so i dont know how he conducted his appraisal my daughter told me that he got some magnets and them on the sides of the mattress and measured the height that the mattress had sunk but unfortunately this is not the problem that we have.
The mattress has now developed a Spring issue the springs are sticking out all around the mattress on both sides of the mattress now this is definitely a Manufacturing fault as the mattress was not made to incorporate the springs in this way it is Two and a half years old and we know that this is not a wear and tear over time that has caused this it is a Manufacturers Fault the company that came out must have not seen this or that maybe the way they check for faults is inconclusive? either way the mattress needs changing regardless.

cono1717

The whole reason for an independent inspector is to remove any chance of bias if you start pointing out issues to them and trying to convince them this is a fault then it goes against the whole purpose of the independent.

This has been pointed out as not a manufacturing defect unless you can get another inspector to notice it without creating bias the decision wont change.

It's also entirely likely that Ikea will have told the inspector the reported fault as no inspector wants to go out to something and just guess what could be the fault. Once he has been told the reported fault it will of been tested. If the springs are sticking up as much as you say then I would say a trained eye would of noticed it, I believe they did and didn't determine it to be a fault.

SuperHan

Having worked in IKEA Leeds returns in the past, the staff in store are usually quite reasonable about returning mattresses under warranty.


I would suggest nipping in to the customer service department and asking if they would take it back/exchange it in store. If they will, just take it there and they will resolve the issue.


That said, policies may have changed since I worked there, but worth at try!

wealdroam

Sheffstaffs wrote: »

Back in March 2013 we bought a Sultan Hamnvik Mattress from Ikea Leeds we are having problems sleeping at night as there are springs sticking out of the mattress on both sides so it is no better whichever way it is turned the mattress is just over two and a Half years old.
I've contacted Ikea who sent an independent inspector out who then submitted a report. The outcome is that Ikea will NOT be replacing the mattress under their 25yr guarantee as there is no manufacturing fault.
Having spoken to a few advisors it's seems there's nothing they're willing to do. Not only is that unexpected it's hugely disappointing and my next step is to complain to the trading standards.

Their guarantee states: "The guarantee does not cover normal wear & tear". The mattress has actual springs that are Protruding out of the mattress which in turn cause discomfort when sleeping.

Just wondered if anyone has had the same problem with their Sultan Hamnvik Mattress.

Duplicate post.
The original is here:
http://forums.moneysavingexpert.com/showpost.php?p=69761898&postcount=44

Sheffstaffs

Great News the problem has been resolved with great customer service in store. thank you for your comments the case is now closed.