Ikea mattress sagging issue - won't replace under warranty

MercilessKiller

Hi lovely MSE'ers

Bought a nice £500 mattress from Ikea a couple of years ago. about 6 months ago, a slight patch on the right side of the bed started sagging (memory foam on top). Basically the memory foam has pushed out slightly and won't return, meaning there's a dip in the mattress where I sleep and it's uncomfortable and causes some pain.

From what I've read, this is a fault and should be covered by the Ikea lifetime warranty that they offer. I went through the process of them sending out an "independent" Ecosystem (?) contractor to review the mattress. He came, did some measurements, didn't ask or pay much attention to the problem, and then left.

A week later, I received a letter saying the independant contractor found no fault with the mattress and it was "settling" as expected.

I'm surprised that it is expected behaviour for the mattress to modify in a way that causes pain/discomfort when sleeping...

Anyone had any experience of this? Not sure what my next steps should be other than ringing up and saying "lets forget the contractor for a moment - you saw the picture. Are you seriously telling me this is expected behaviour from your expensive mattresses????"

Weird.

MercilessKiller

Image below btw. The rest of the edges on the mattress (such as the other side) is perfectly normal. It's just this bit which has gone downwards (and pushed out at the side).

agrinnall

You'll need to get your own independent expert to produce a report. If that supports your case then either you'll get a refund (probably partial) or a replacement mattress, or you'll need to use it as evidence in a small claim.

peachyprice

IMO, as it's about bum width and next to the beside table it looks like an area you would sit on the the edge while getting ready to get in to bed and getting dressed/putting shoes/socks/trousers on rather than sleep position sagging. Do you sit there on the edge?

MercilessKiller

I thought the same thing - But actually, no. I never sit on the egde of the bed. Potentially as I'm getting in and out I may end up putting a bit more pressure on that spot but I certainly never sit there essentially.

Wouldn't that be classed as "normal" use though? and if the mattress disfigures that badly from that normal use, causing discomfort, would that not mean there's essentially a problem with it?

Bit of an odd one.

meer53

Looks as though you've slept consistently on the edge of the mattress.

Zandoni

A few years ago my mattress had the exact same problem, the company I bought from exchanged it without hesitation.

MercilessKiller

Thanks for the comments - And indeed while it looks like I sleep on the absolute egde, I can assure you I do not :') haha!

Though there is now a dip/incline which is very uncomfortable.

Interesting that you managed to get an exchange with no questions for a similar issue. I'll give Ikea a ring and say to them:

"Could you confirm you've seen the picture and acknowlegde the dip? If so, can you confirm that you still stand by your comment on the fact that this is normal and expected with your mattress?"

If they say yes, I'll let them know that it's confusing they sell a mattress which they expert to be uncomfortable and cause pain after a year. If they say no to either one of them, hopefully it opens up a further conversation. The independent guy acknowledged the dip was there and the picture clearly shows it's not insignificant in terms of comfort.

marliepanda

Spam reported.

J20BABY

Hi Merciless. Was this ever resolved? I think I have the same mattress and it's started sagging in the middle.

photome

J20BABY wrote: »

Hi Merciless. Was this ever resolved? I think I have the same mattress and it's started sagging in the middle.

He hasn’t logged on since October, may be worth trying to pm him