Different mattress sent asking for £49 charge for return

Sebyle

I refused the exchange basically because I read reviews on the net where people had wrong items delivered to them few times. I don't want to go threw that stress, just want my money back.
Please help.

hollydays

Is it this one
Pocket spring 2000 with hand stitched border
http://beds.co.uk/mattresses/pocket-sprung.html

That's showing two rows of hand stitching, which according to google is a very skilled procedure and labour intensive. If it shows two rows of hand stitching, that's what you should get

It doesn't look like this website provides high quality goods
The photos are poor .

Sebyle

Thanks for your reply, sadly I can't post the picture of the mattress I received you'll be laughing at the stitches they ve done on the sides and they call it "stitches may differ"!!!!!

Sebyle

Ive put a link of picture of mattress I received, can you see it?

Sebyle

http://imageshack.com/a/img923/228/AVqXs2.jpg

neilmcl

I agree, that looks nothing like the one pictured here - http://beds.co.uk/mattresses/pocket-sprung/2000-pocket-spring-mattress-with-hand-stitched-border.html

If I were you save the web page for future reference and send a letter before action demanding a full refund due to the mattress being significantly not as described.

They can't hide behind their "colours and stitching may vary", this isn't a variation, it's a significantly different mattress to the one shown. They may as well as state "pictures bear no resemblance to mattresses delivered".

Sebyle

Thank you for your reply, I have written a letter to them with a nice template from money saving expert but they still asking me to pay £49 for collection and insisting that it is the same mattress I ordered.... this the letter after quite a few emails:

I am writing with regards the "Pocket 2000 Spring Mattress with Hand Stitched Border - Size 5FT " I purchased from you on 16/02/2017 for £ 218.90 which is not as described due to the following problems, mattress looks totally different from picture and description, I choose a hand stitch side mattress for support this one is not. It is a complete different mattress of very poor quality nothing like the description or picture. pictures to support my complaint are enclosed.

The Consumer Rights Act 2015 states that goods should be as described, of a satisfactory quality and fit for the purpose. As the mattress is not, you are therefore in breach of contract and I would like to reject the goods and request that you issue me with a full refund as I am notifying you of my short-term right to reject within 30 days of receiving the good.

You called me on my landline and offered me a replacement but I refused, simply because I don't know if you'll send me the mattress I ordered or something else again. I can not take any more stress so I ended buying one locally which I really like.

I look forward to a full response to my letter within 7 days or I shall seek legal advice in order to take the matter further.

Yours faithfully,

Sebyle

This is what they wrote back to me :

We are saddened to hear that you are not satisfied with your purchase.

You have emailed us the pictures of the mattress that you have received and we can confirmed this is as per your order.

We do inform that the stitching and fabrics may vary but the internal integrity of the item will be as specified.

Our exchange policy is as stated below and available to view on the FAQ section of our website.

Cancellations and Returns

We put so much care into selecting our furniture, which makes us very confident that you will be pleased with your purchase, in fact we are so confident that we are offering a 14 day money back guarantee from the day you receive your goods.
In the very unlikely event, should you wish to return a item, We can arrange a collection for you via our Furniture delivery team at a cost of £49 which will be deducted from your refund, alternatively you may organise to return the item yourself.
Goods must be returned in their original packaging and in new condition, any goods which have been assembled can not be returned. Any goods that are not in their original packaging can not be returned.
Refunds will be issued within 21 days of receipt of goods.

If you wish to cancel your order and your order has been processed OR a delivery has been booked there will be a cancellation charge of up to £49.

We understand you are not happy with the purchase and want to return it. We can collect the item but a collection charge of £49 will be deducted from your order price and the balance refunded.

If there was a Fault on the mattress, this collection charge will be wavered, but in your case, you are not happy with the purchase. Hence, we cannot wavier this charge.

It would be greatly appreciated, if you could contact us regarding your concerns on 0121 568 7126 option 2.

Kindest Regards

After Sales

theonlywayisup

Now you need to gather your evidence and send them a Letter Before Action.

Sebyle

theonlywayisup wrote: »

Now you need to gather your evidence and send them a Letter Before Action.

I already have send them a letter.