Dunhelm Mill Problem

Capyboppy

I am normally the one giving out advice but now I am on the other end of the stick :rotfl:

To put it in a nutshell: I bought a good heavyweight mattress from Dunhelm Mill. I also bought one of their memory foam mattress toppers (the better quality one). Myself and my husband have disabilities so apart from the statutory turning round and over at the appropriate times it has not been messed about with or abused in any way. We have had a mattress cover and valance over the mattress itself; then the topper with another mattress cover then the sheets etc on that. We are both of average weight. When I came to change the valance on the mattress I saw there was 2 tears/splits in the ticking on the mattress. I have never had a mattress where this has happened, not even when setting out at 19 with a cheap one. I took photos and phoned the company up. The gist of it was, because it was out of the 12 month warranty by 7 months, they would not do anything, nor send a technician round or even accept me emailing the photographs.

Surely a mattress should not start to split like this after such a short period of time? Going by DMs attitude it means we are expected to just throw £400 away after a short period of time on the scale of things (it is suggested a change of mattress every 8 years for the average person/couple).

Is there anything I can do? I know with white goods and electrical goods, even after the warranty has run out, the consumer does have rights as certain products are expected to last longer than 12 months. If all fails and there is nothing, any suggesting on how to stop it getting worse? I would post a photo but it is on the phone which is in the repair shop!

marliepanda

You would have to get an independent expert to state that the stitching or some part of the mattress was not made correctly in the first place, thus showing an 'inherent fault'

These are usually paid for, but if it shows you are correct and something is wrong, then Dunelm would have to refund the report cost.

Is there anything on your bedframe which could cause a split in the fabric?

Capyboppy

Thank you Marlipanda.

The split is not near the edges at all. it is probably around the area of the upper torso; remember it also has the topper on top so not even direct body contact. I wracked my brains thinking could I have caught something on it to rip it but 1: I would have had to be quite aggressive to do something like that, i.e. slip and a ring catching. But I can't think of anything at all that would cause this. Do you have any idea where or what the independent experts are contacted from or called?

neilmcl

Capyboppy wrote: »

Thank you Marlipanda.

The split is not near the edges at all. it is probably around the area of the upper torso; remember it also has the topper on top so not even direct body contact. I wracked my brains thinking could I have caught something on it to rip it but 1: I would have had to be quite aggressive to do something like that, i.e. slip and a ring catching. But I can't think of anything at all that would cause this. Do you have any idea where or what the independent experts are contacted from or called?

What sort of bed frame is it, have you checked there's nothing that could have caught the underside of the mattress?

As already mentioned, the onus is on you to prove that the fault is inherent to manufacture rather than wear & tear or accidental damage etc, which I think you might find difficult to do in these circumstances.

McKneff

Can you not just keep using it . Seems daft to throw it away.

Capyboppy

McKneff wrote: »

Can you not just keep using it . Seems daft to throw it away.

I didn't say I was going to throw it away. I was referring to the fact that after paying £400 if their mattresses are going to split like that, then possibly carrying on splitting (time will tell), then it is throwing money away. I guess I could have been clearer at explaining. I am far too old and money savvy to throw that sort of item away:T. Besides, it is that heavy, who would I get to do it:rotfl:.

marliepanda

Capyboppy wrote: »

Thank you Marlipanda.

The split is not near the edges at all. it is probably around the area of the upper torso; remember it also has the topper on top so not even direct body contact. I wracked my brains thinking could I have caught something on it to rip it but 1: I would have had to be quite aggressive to do something like that, i.e. slip and a ring catching. But I can't think of anything at all that would cause this. Do you have any idea where or what the independent experts are contacted from or called?

I have a bedstead bed frame and it does have a couple of edges which could potentially cause a rip, that's the type of thing I mean.

Capyboppy

marliepanda wrote: »

Is there anything on your bedframe which could cause a split in the fabric?

I have just double-checked. The slats are completely smooth wood with smooth plastic on each end that fit into the metal frame. I do have a bed aid which is like a looped handle that fits underneath the mattress. I have reminded myself of the underneath bit by sliding my hand and following it along and again, it is completely smooth. It is a mystery. i am all for blaming myself/human error, but I cannot see anything that would catch on where it is; even after turning and spinning around.

I think it is going to be too difficult to prove and probably expensive as well. The only thing I can think of to stop it getting worse is some sort of similar material and some of those granules that you use an iron with for bonding material together with. Maybe a bit dodgy though using heat with not fully knowing how it will react :eek:

cajef

Maybe it is worth paying a bit more for a better quality mattress, we bought a Hypnos mattress last year that comes with a ten year makers warranty.

wealdroam

cajef wrote: »

Maybe it is worth paying a bit more for a better quality mattress, we bought a Hypnos mattress last year that comes with a ten year makers warranty.

Does that ten year warranty cover accidental damage?

If not, I cannot see that the OP would be in a better position than she is now.

cajef

wealdroam wrote: »

Does that ten year warranty cover accidental damage?

Agreed if it is accidental damage but reading the OP's posts and descriptions of the problem they don't appear to think that it has been caused by any misuse or accidents.