Made.com refund dispute

hannahkaty

Hi,

I purchased a mattress from made.com 18 months ago for £499. It developed a fault after 12 months which was fixed, however it has happened again and now they're offering a partial refund of £374. I understand that I'm beyond their 12-month timeframe for a full refund however I do not consider over £100 for 18 months of use to be fair or reasonable, particularly as they have a 10-year limited guarantee.

I've gone back to them to say i'd accept a refund of £424 which I worked out by determining the cost of use per month :

10 year limited warranty coverage = 120 months
499/120 = £7.15 per month
£7.15 x 18 months = £74.85
£499-£75 = £424

As I kind of expected, they said they wouldn't offer anything more than their original offer. My question is, can I do anything else to get closer to my counter? Honestly, having to buy a new mattress after 18 months is not great and £120+ off for 18 months of use feels unreasonable to me.

Any help appreciated.

EDIT: They're now saying they're going to speak to a senior about the issue, so fingers crossed.

deethebee

I hope you get some joy from speaking with a supervisor. I would ask them how they came to their figure of £374, as your calculation of £424 sounds reasonable to me if they offer a 10 year guarantee. Why would they not just replace the mattress? Have you asked for a replacement at all? You may not be covered by law in that you would have to prove the defect was a manufacturing fault, but their guarantee should cover you for this as it's over and above what they're required to do by law and so they should stand by it.

JJ_Egan

Warranty is a Limited warranty so you figures are not really valid .Have you read the actual warrnty terms .

Looks fair to me £7 pm of usage .


However your consumer rights are not the same as warranty.
But again 18 months usage and a refund of £374 would be a ballpark figure .

hannahkaty

hey, yes i understood it was a limited warranty. I read all the tcs in great detail and did understand that i wouldn't receive a full refund because it was limited and i was beyond their 12 month full refund period, however I personally didn't consider their offer to be fair, others may do though.

Re a replacement mattress, I can only assume they didn't offer me a replacement because my model of mattress has been discontinued.

Anyway, after speaking to a senior agent they agreed with my workings and accepted my counter offer.

deethebee

I'm really glad to hear it was a happy ending for you Katy and that the retailer agreed with your calculations. Well done for sticking to your guns and not having a defeatist attitude as many would. It's the only way to get anything done!