Faulty Harrison Bed

andrewandneil1

In January 2015 We bought a Harrison bed in the sale at a retailer in Bristol ,at the beginning of this year we we noticed that one side of the mattress was sagging so we contacted the retailer who arranged for someone from Harrison's to come and inspect it.
The representative from Harrison's confirmed that the mattress was worn unevenly and it was at the top end of his measurement for the sagging.
The bed cost £2000 (which was discounted in the winter sale from over £2500) came with a 2 year guarantee and a further 8 years warranty.
Harrison have come back to us with an offer of £750 towards a new mattress but a comparable mattress is now in the region of £2000 so even if we buy a different one it would mean us having to spend £1000 to replace something which we thought should last 10 years.
The bed was bough using a credit card , can we claim from the card company for the difference.

mije1983

What do the terms of the warranty say about this situation? That is what you need to refer to as you appear to be claiming on the warranty.


If you were claiming under your statutory rights, your discussion would be with the retailer rather than manufacturer. However, they are allowed to offer a partial refund as you have had 3 and a half years usage out of it. So even going that avenue doesn't guarantee you all of your money back.


How much is a second hand version of the mattress you have?

Svein_Forkbeard

mije1983 wrote: »

How much is a second hand version of the mattress you have?

Yuk...............

andrewandneil1

The terms of the warranty states that they will offer an amount on a sliding scale from year 2 to 10 with a percentage of the value of the faulty goods,as we paid a package price for the mattress,base and headboard we don't have a breakdown of the individual items.

mije1983

andrewandneil1 wrote: »

The terms of the warranty states that they will offer an amount on a sliding scale from year 2 to 10 with a percentage of the value of the faulty goods,as we paid a package price for the mattress,base and headboard we don't have a breakdown of the individual items.

So they are not required to offer you all of your money back then under the terms.

If they are using a simple pro-rata calculation and using the 10 year warranty as the basis then they are estimating the mattress, as new, would be about £1150. Which is probably there or therabouts when you add in the headboard and base (diven or normal frame?).

£1150 cost over 10 years is £115 per year.
£115 x 3.5 = £402
1150-402 = £748

Which is what they have offered you.

I am just guessing with how they have worked it out though. They may not use a consistant sliding scale, so more value is lost in the first 2 years than the last 8. Or something completely different.

andrewandneil1

Thanks for your reply it seems the way that it's been worked out but an equivalent mattress today is £2000.
Can we go for section 75 with our credit card

NCC-1707

andrewandneil1 wrote: »

Thanks for your reply it seems the way that it's been worked out but an equivalent mattress today is £2000.
Can we go for section 75 with our credit card

I would say no as the retailer is offering a refund.

shaun_from_Africa

NCC-1707 wrote: »

I would say no as the retailer is offering a refund.

The retailer offering to provide a remedy shouldn't have any impact on the right to pursue the credit company under a S75 claim.
S75 makes the credit provider jointly and equally liable for any breach of contract so in the event of a breach (such as for faulty goods) the consumer can opt to pursue the retailer or credit provider separately or both at the same time.

Saying that, if the OP undertook a S75 claim and this was successful, there is no guarantee that they would get any more of a refund than the retailer is currently offering them.

mije1983

andrewandneil1 wrote: »

Thanks for your reply it seems the way that it's been worked out but an equivalent mattress today is £2000.

Unfortunately it doesn't matter how much an equivalent mattress is today. You are comparing the price of a brand new mattress with a 3 and a half year old one. In the case of a retailer, the law allows for a partial refund. So you are not going to get back £2000 as you have had 3 and a half years use of the mattress. They won't let you have that for free.

andrewandneil1 wrote: »

Can we go for section 75 with our credit card

You can, but as said below you could be worse off.

Also, you only have up to 6 years to bring a claim to the retailer (and therefore CC company). So they may base any calculation on a 6 year timeframe rather than the 10 year manufacturer warranty.

shaun_from_Africa wrote: »

Saying that, if the OP undertook a S75 claim and this was successful, there is no guarantee that they would get any more of a refund than the retailer is currently offering them.

I think the OP has been speaking to the manufacturer rather than the retailer as they mentioned the retailer contacted Harrisons for them. It may be worth the OP speaking to the retailer to see what they will offer.

pinkshoes

If the SAME mattress is £2000 today, then 3.5 years ago it would have been say £1800.

They should be offering £1800 less 35% of usage for the 3.5 out of 10 years you have used it.

£1170 would be reasonable.

andrewandneil1

Thank you very much for your replies, I totally understand that the mattress is 3.5 years old but when you think your buying a quality handmade mattress which is marketed as a premium product with natural filling and 10000 springs I wouldn't expect it to show as much sagging as it does after 3 years