Ikea mattress warranty

Elliegrice1

I’m hoping for some advice. We have had eco master out to inspect our mattress as after 5 years the springs have come through the foam top layer in at least 6 places and there is a significant dip on one side.

We thought it was clear cut and they would honour their warranty but have been told today that the inspector states in the report the damage is as a result of jumping on the bed and not a manufacturer fault. Now, I know what everyone is probably thinking and no, it hasn’t seen more action than other mattresses believe me. I only wish.

Ikea customer service have said a senior manager will call us back today but as yet we’ve had no call. We seem to be stuck as the only way to get anywhere would be to commission our own inspection or potentially take them to a small claims court.

I’m genuinely shocked by the lack of customer service and the ridiculous assumptions of the report. It feels like anything to wiggle their way out of replacing the mattress. Why offer a 25 year guarantee in the first place?

Anyone had a similar experience and managed to get a successful outcome?

TIA

Ellie

joeypesci

Have a word with Trading Standards and tell Ikea you are having a word with Trading Standards. Might make Ikea react before you get through.

sleepymans

I think the IKEA guarantee is against manufacturing faults and not against wear and tear.
Depending how much you paid for it, its possible that 5 years is about the "life" of a mattresses wear and tear

[Deleted User]

sleepymans wrote: »

I think the IKEA guarantee is against manufacturing faults and not against wear and tear.
Depending how much you paid for it, its possible that 5 years is about the "life" of a mattresses wear and tear

Shouldn’t it be good for 25 years or what’s the point in the gaurantee?

Lizabeth21

I would be very dubious of a mattress that said it would last 25 years - seems an unreasonable claim to me. Also don’t think I’d like to sleep on a 15 year old mattress (with its occupants!) never mind 25 years.
Think I’d be looking for a new mattress.

Elliegrice1

Thanks for the replies. I am of the same opinion re life of a mattress. I would expect to change it at about 8-10 years. This is clearly a fault however. The springs have perforated the foam and there is a 4.5cm dip on one side (the other side is fine!)

25 year guarantee indicates a confidence in the quality in my mind and it should mean that the mattress is robust etc. I’m not sure it does, certainly not in this case anyway. Ikea seem to want to squirm out of the guarantee and I just feel utterly let down. It’s the higher priced ones they do so I expected more.

Fluffybunny80

I seen your post on their Facebook page today and did wonder how much the thing cost? As I know IKEA aren't expensive for mattresses.
I have had £800 John Lewis mattress dip after a year and I'm not exactly heavy
They swapped it for another make but in the end we gave up and went elsewhere and brought a 4000 pocket sprung and never looked back.
But if this mattress cost for example £200? And you've had five years out of it, then even under your consumer rights you would only get a part refund deducting five years usage.
So a £1000 mattress will be deemed to last longer than a £200 mattress if that makes sense.
If you did only pay a couple hundred tops then personally I would let this go and buy a better brand next time. One that specialise in mattresses not flat pack furniture.
I've learnt the hard way it's a false economy buying cheap when it comes to your sleep and always test them out and don't jump in to first one you like!

Good luck if you persevere and do update us.

Fluffybunny80

But I totally agree the 25 year guarantee does sound ludicrous and I would love to know how many they have actually replaced under that warranty! Lol

vikingaero

From postings on this and other forums, IKEA, whilst good on refunds on other goods, are pretty poor on providing replacements for mattresses. They drag out the wear and tear issue and sometimes give proportionate refunds.

It's really up to them to deal with the fallout if they advertise 25 years warranty or manage customers expectations at the time of purchase.

I imagine they got sucked into the memory foam hype when it first came out and thought they were indestructible.

Elliegrice1

Ikeacustomer service agreed today to replace the mattress after another phonecall. I think they got sick of me!

Went into the store and have to say the customer service person we saw was fab. She manag d to turn a very negative experience into a much more positive one.

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