sorted no longer need advice faulty mattress

lost_lou

update,

for everyone who has given advice thankyou so much it means alot,

today i spoke with the bank after logging a complaint and they have given us a full refund plus compensation

so for anyone in a similar situation (see my post below) my advice is, follow your heart and stand up for what you believe is right and hopefully it will all work out in the end (and if you think my experiences might be able to help you in some way at all. feel free to send me a message)

also spoken to some carers who think that the stroke team who check on my grandma from time to time should be able to help us organize a new bed

thanks again

original post

need help and advice im at my wits end (sorry its a long post)

basically back in October we got a new mattress for my 95 year old gran who is recovering from a stroke

the mattress is for an adjustable bed,
after one week it developed faults, in the form of big bulges and lumps (we expected some due to the type of mattress but not this bad)

we phoned bensons for beds and they were extremely rude, even saying things like what exactly did i expect,
the matress was not cheap (about £450)

besons asked us to send pics. which we did, we spoke to a nice guy who went mad and said it was clearly faulty from the pics and we would have a replacement, a few days later someone from bensons phone back and said he had no right to say that we could have a replacement and how dare he because that is, not how they work someone has to come and check it,
we said ok and 2 guys came out to look and take new pics, one guy confirmed it was faulty but when he did the other guy gave him a dirty look and told him to be quite,

we then heard nothing until i went on twitter and accused them of false advertising as they claim to have a 60 day money back garentee, we then get a phone call making it clear it was only because of what i put on twitter., and they said they decided its not faulty
but we can have a replacement as an offer of good will but we have to pay delivery and admin costs, which we were not happy especially after various other rude customer service when we phoned for updates after a few weeks passed,

so we went to the furniture ombudsman they said they agree its not faulty based on the manufactures report and the pictures bensons took,

we tried the bank, this has really annoyed me we phoned them last year and they said email proof of everything, which we did and got an automatic reply then we heard nothing a few weeks. later we phoned and they said they didnt get the email so we sent it again got an automated reply we called again they said its because of confidentiality they cant tell us anything, we said my uncle has power of attorney they said they could not, find it even though we phone from the branch and they spoke to the branch manager who gave them codes etc and assured them they had the documents, we emailed copies of power or attorney as they suggested again no reply so we sent a letter (about 2 days ago) and today got an email saying they looked at it and as its over 120 days they cant help and we should sort it out with Benson but if they replied to the 1st email we would of been well within i the 120 days

ahhhhhhh i just don't know what to do now how any company and so called independent people can treat a 95 year old recovering from a stroke is beyond me, any advice would be welcome sorry its such a long post thanks for reading

neilmcl

Any chance breaking you post into paragraphs and using the odd full stop and capital. Your post is very difficult to read, I got lost after about line 3.

SuperHan

Yeah this just reads like a rant. I can't make much sense of what's actually happened and don't have the time or inclination to try to break it down.

marliepanda

Op says matttress is faulty.

Bensons say it's not. Went to furniture ombudsman, they agree it was NOT faulty.

Loads of rambly stuff about people who have had strokes.

bris

Furniture ombudsman work for the furniture companies as the pay their wages.


Get your own independent report and if it's faulty then present them with this. When they disagree let the small claims court decide.

prosaver

bris wrote: »

Furniture ombudsman work for the furniture companies as the pay their wages.
dont believe that.. where did you here that?

Get your own independent report and if it's faulty then present them with this. When they disagree let the small claims court decide.

Furniture ombudsman ..
really?:)

lost_lou

i have edited the post hope that helps make more sense, wish there was a way to add pics as it would really help, sorry it sounds a bit of rant but this has been going on 6 months now and i worry about my gran having to suffer when the mattress is clearly faulty

lost_lou

that has been suggested to me to get a independent report but i really dont know where to start looking for someone

mije1983

lost_lou wrote: »

i have edited the post hope that helps make more sense, wish there was a way to add pics as it would really help, sorry it sounds a bit of rant but this has been going on 6 months now and i worry about my gran having to suffer when the mattress is clearly faulty

You can upload the pictures to a photo site and then link to them on here if you want to show them.

wealdroam

lost_lou wrote: »

...wish there was a way to add pics as it would really help...

There is.

Upload you pics to a photo hosting website - photobucket is one, there are many others - and post the link here.

lost_lou

this is a link to a tweet i put up last year with a pic attached https://twitter.com/Lost_lou/status/667702484098527232