Warranty Not Honoured

Keith4x4

Help needed to get a Mattress Inspection in Aberdeen.
(Any suggested Inspection Company Names welcome)

I unfortunately purchased a Hypnos Alto Pillow Top from Gillies Aberdeen.
Within 2 months the mattress has developed a pronounced central ridge running from head to toe.
It has sagged on both sides to the extent it feels like two hammocks side by side. You can feel all the buttons and the springs when lying down on it rendering it unusable as it’s so uncomfortable.
Visually you can see a slight sag on both sides of the mattress the problems only show when you lie on the mattress or press down on it, then all the buttons are proud of the surface.

NOTE this has been inspected twice, 1st by the retailer, who stated it was faulty and should not be so uncomfortable.
The 2nd inspection was carried out by the Hypnos as it had been flagged as faulty by Gillies. The Hypnos representative verbally stated to me that he believed it was not fit and should be replaced.

Note Hypnos state that a "lying down" test should be performed but their representative stated they are not allowed to do a "lying down" or any load test.
It was at that time mentioned that a mattress would have to "sag" more than a fist depth for it to fail otherwise is it always a pass. A really good trick good for a 2" thick pillow top!
Gillies refuse to honour their warranty and replace or refund stating that it is "settlement" and should be expected. (I believe that they are using Hypnos inspection to refuse the warranty)
I have run up against huge obstacles on trying to get this refunded or replaced.
The biggest one being getting an “independent inspection” carried out.
I cannot get a Chargeback (section 75) the card company will not assist without one.
I Have involved the Furniture Ombudsman which has been on-going for months with zero result (cannot even get a progress update as all requests are ignored).
Ideally I wish to pursue this in court but of course without an inspection report it’s pretty much a waste of time.

You may ask “why is there a problem getting an independent inspection?
Well the answer is very simple there appears to be no single company within 500 miles of Aberdeen who can do an inspection.

This has now dragged on for nearly a year and looks like my £1320 was a complete waste of money.

Note I have received several messages from Hypnos saying they will deal with this on Social Media sites but they never actually do anything, they never respond to direct messages so it’s just a smoke screen on their part.

shaun_from_Africa

Keith4x4 wrote: »

NOTE this has been inspected twice, 1st by the retailer, who stated it was faulty and should not be so uncomfortable..

In which case, your best option is to forget about the warranty and pursue the retailer for a remedy using your Consumer rights act rights.
As they have already stated that the goods are faulty and can prove they stated this, I wouldn't have thought it would take more than a Letter before action to get them to agree to do something.

Keith4x4

Unfortunately NO as this was a verbal statement by them.
The consumer right act leaves me a little stuck.
I need to prove they are faulty BUT I cannot find a company to inspect the mattress.

I have had one company offer, if I pay the Air fares etc that is over £400 before I even start the proceedings.

JJ_Egan

What was the date of sale ?? as is it within the 6 months period of your Consumer Rights .

askmeaboutsofas

I don't reeallly know that much about mattresses, but Homeserve Furniture Repairs Ltd are the company we use for our warranties. A quick google search should bring up their site, they're the company with the blue logo (not to be confused with the red logo Homeserve). They do deal directly with the general public, and in my experience have no problem telling retailers when they're in the wrong.
There's also Castelan Group who operate something similar, I've never worked with them. Failing that FIRA may be able to help you, although they mostly deal directly with the retailers they should be able to recommend someone.