Mattress - do we have any rights?

NickC1984

Back in October, my wife and I bought a new 'gel' type mattress, based on an example we were shown in store. We specifically asked for a "soft to medium" mattress, and we felt that the one we were shown fitted that and suited us.

When it arrived, however, the mattress we received was much harder than we expected - to the extent that we both had backache after the first night.

We immediately complained (I have a trail of recorded phone calls and emails), but constantly got fobbed off that "It's supposed to be like that" and "It will get softer with time, you'll need to sleep on it for a few weeks" and "the one in the store had loads of people lying on it, so it's been 'broken in'.

They did offer a "40 day comfort exchange", but by that point we'd lost our trust in them so much that we assumed we'd just have exactly the same again with another one...

Now, nearly three months later, it still feels very hard (maybe slightly softer than when it arrived, but still nothing like the one we tried), and we've had to resort to adding mattress toppers to make it bearable.

Now, obviously, had we known it would take that long to break in, we'd never have bought it, and even now we don't know if it will ever get soft enough.

Do we have any rights here? We believe that it does not meet the description we were given, but the store disagrees...

Thanks,

Nick

seashore22

I was going to give you the same advice that I always give when this is asked - get a mattress topper, but can see you've already done that.

I think every mattress we've ever bought was harder than expected when we used it at home and I think the response you've received is probably correct, the shop one has been "broken in".

How is the mattress described, both in the shop and other places online?

NickC1984

It's described as "Comfort Grade: Medium" on their website (and was the same in store)