Any Issues Returning Mattress to Argos (2018)

demonted

I received delivery of a Silentnight Mattress from Argos yesterday.

Argos Website states Mattresses have a 100 Night Satisfaction Guarantee and Mattresses can be exchanged within 100 Nights if not sleeping soundly on your new mattress.

Silentnight make a similar statement on their website.

The day prio to delivery, I received a text message from Argos, (which I didn't know I'd received it until today) which states "Please ensure you are completely satisfied with the mattress before removing plastic packaging."

Coincidently, I thoroughly inspected the mattress for damaged whilst it remained within it plastic packaging.

I also attempted to test the Mattress for comfort prior to removing its plastic packaging, which is impossible, as the moment the mattress is laid on, the plastic packaging fills with air.

I came to the conclusion that I could only realistically evaluate the mattress, its comfort level and suitability, especially for 100 nights, by removing the plastic packaging.

However, after one night of use (7 hours) the mattress lacks the level of support and comfort I expect.

Therefore, I decided I would return the mattress and request a refund but whilst searching online for the Argos returns procedure, I came across various articles where Argos and other Mattress suppliers are refusing to accept returns or provide refunds if the mattress has been removed from its packaging ?

Ive not yet contacted Argos but due to the text received regarding packaging, I assume this may be an issue.

Since new Consumer Legislation came into effect a few years ago, has a forum member experienced difficulties obtaining a refund from Argos when returning a Mattress, especially one which has been removed from its packaging ?


Also, due a reply received to this post below, stating I'll probably only be entitled to an exchange and only one at that; what legislation prevents a mattress from being returned if its not fit for purpose, especially when unable to try or test a mattress in store prior to purchase.


When purchasing a mattress in store, there's only the opportunity to lay on a mattress for a couple of minutes, most probably seconds, yet this is sufficient a time to determine a mattresses suitability prior to its purchase but according to Argos T&C, one night is deemed too short to evaluate a mattress ?

Carrot007

Looks to be a new offer anyway.


Terms here.


https://www.argos.co.uk/help/faq/72561/?!!!!!ar:Comfort-promise:FAQS


Did you use a mattress protector as requested? Though a sheet should protect from dirt anyway. Can you see any dirt/damage?


As per the terms you can only exchange once. You are not getting a refund.


Always read the terms before you buy. However removal from packaging should not be an issue here. However I doubt t hey will entertain you after one night. 4-6 weeks they say is a reasonable test.

demonted

It's easy to say read the terms before purchase but surely the retailer should clearly stipulate the terms rather than place a purchaser in such a circumstance.


Argos are prepared to complie a detailed guide on how to choose a mattress; then why not publish their mattress returns policy in a similar manner or maybe incorporate their mattress returns policy within their mattress buyers guide.



It seems ironic that Argos stipulates they wont accept a return or provide a refund for a mattress which has been removed from its plastic packaging (I guess due to hygiene reasons) and after only a few hours since its delivery or maybe after a couple of days use but will happily exchange a mattress, which has had its plastic packaging removed and after 4-6 weeks of usage ?


Surely, a mattress, after 4-6 weeks of usage is less hygienic than a mattress which has only been used for a few hours ?

bris

The terms and conditions are simple and clearly stated.


If you take it out the sealed packaging you can't get a refund.


if you take it out the packaging you can use it for 4-6 weeks to get used to it or up to 100 days after that and then still return it for an exchange if your not happy with it.


This is an offer they have which isn't about your consumer rights. They won't try and sell a returned Mattress as brand new so will take a large hit on them, probably giving them to charity or something.

demonted

It is still a double standard.
If a mattress can be returned after 4-6 weeks of use whether they take a huge hit on them or not; a mattress is still being accepted and returned wihout its plastic packaging, one which has been used for4-6 weeks.

Fosterdog

demonted wrote: »

It's easy to say read the terms before purchase but surely the retailer should clearly stipulate the terms rather than place a purchaser in such a circumstance

You mean clearly stipulate the terms, as in have them available for you to read online and in every store in the country, it's not their fault you chose not to read them, what do you want? A red flashing banner saying read here? Or someone to read them out to you? Plus they sent you a text, how is it their fault that you didn't read it for a few days?

You are right when you say there is a double standard, you blame them when they have done nothing wrong but fail to see how your own errors have caused the situation.

[Deleted User]

What a nightmare. Customer, that is.

How dare Argos provide clear guidance on buying a mattress and then have the cheek to expect people to read it before purchase!

demonted

Judging by the responses received so far, I guess all are from retailers who sell mattresses.


Companies such as Argos build a reputation of trust and a consumer should not have to look for additional clauses that differ from the norm; any term or exclusion to their normal returns policy should be very clearly displayed on their website without the need to trawl through various webpages to find such terms, clauses or exclusions, especially when any such terms could easily be stipulated within the items description.


As I never purchased the mattress from a Argos store, any exclusions displayed in store are irrelavent, unless the item description advised a buyer to read their exclusions in store, which Argos didnt.


There is no guarantee a buyer will receive a text messsge; I had already removed the thick robust plastic packaging before I realised I had received the text message from Argos.

When delivered, the Argos employed delivery drivers could of advised of the Mattress returns policy and any exclusions but they didn't; Argos could provide delivery drivers with a leaflet which highlighs the exclusions to the normal returns policy, which can be handed to the recipient of the delivery.

There was no labels affixed to the mattress plastic packaging highlighting the differences and exclusions to the Argos returns policy.

A text message which breifly states to ensure a buyer is satisfied with the mattress is not good enough; I believed this message was in reference to ensuring the mattress had not suffered damage during transit.

I spent hours viewing all the mattresses available before I made my choice, not just Argos, but other mattress retailers too and never did I read or see a statement which highlighted a returns policy that was specific to mattresses.

It's not realistic or fair for a mattress retailers to expect a buyer to evaluate a mattress whilst it remains within a thick robust plastic packaging, which fills with air the moment the mattress is laid on.

To clarify, this mattress is unsuitable, it's not fit for its purpose and I intend to seek a refund for such a reason, not because I've changed my mind.

JJ_Egan

demonted wrote: »

Judging by the responses received so far, I guess all are from retailers who sell mattresses.




Nope its the usual posters says i am right therefore everyone who disagrees with me is a retailer a troll etc etc .

neilmcl

demonted wrote: »

Judging by the responses received so far, I guess all are from retailers who sell mattresses.

Oh dear, the usual lazy fallback position from those who don't get the answers they were hoping for.

There's nothing wrong with the mattress, it conforms to contract, you have no right to return it other than what's been afforded to you by the T&Cs of the retailer.

cajef

demonted wrote: »

To clarify, this mattress is unsuitable, it's not fit for its purpose and I intend to seek a refund for such a reason, not because I've changed my mind.

In your opinion, have you had it checked by anyone to to see what is wrong with it and to confirm this, best of luck with your refund.