New mattress sink, Help, advice wanted

Pauhe_Gunor

Not sure if i have posted in the correct location.

Back in December I bought a new single mattress from Bensons for Beds it was delivered on the 5th December 2018 and cost £600. they put me on some special bed for pressure points and advised me that this is the type of mattress softness i needed, mattresses were rated 1 to 5.

3 to 4 weeks of use the mattress started to sink right in the middle, rotating the mattress every week but due to where the sink was appearing it wouldn't make any difference on rotating it. we called customer support and they advised me to continue to rotate the mattress for the next 6 to 7 weeks and if there was no improvement to call back.

I contacted them back a few weeks ago and they sent an engineer out on 8th April. he come out and lay on the bed to test it!? and do a few measurements. he put a piece of string across the mattress and measured the sink but i noticed he never done it correctly and the measuring tool had feet on the bottom of the card making it stand up higher than the measuring string so he never got a correct measure of the sink.

He said if it was sunk over 3cm in the few month i had it, they would replace it instantly, after he left i did exactly the same test but measured it correctly and the sink measured at 4cm. on leaving he said we would receive a letter regarding the outcome.

Just received the letter today and said that the mattress is of normal wear and tear for its age (4 Month old) if i want a second engineer to come out as i don't agree with the decision then it will cost me unless it goes in my favour.

due to the sink in the mattress its causing a ache in my back and that started 4 weeks after getting the mattress.

Where do i go from here?

Aylesbury_Duck

The term "engineer" is doing a lot of work here. How anyone armed with two pieces of cardboard and string can be described as such is beyond me. Makes a mockery of the qualifications a real engineer has to obtain. Sorry OP, not getting at you personally, it's a bit of a pet hate of mine how the term gets bandied around and applied to anyone doing any sort of vaguely technical job nowadays. I'm not an engineer so it's not personal sour grapes, it just amazes me how the term has become completely devalued in common parlance.

Anyhow, if you believe the bed technician's measurement was not taken correctly, insist they come back and measure it again. How were you able to carry out exactly the same test? Did this person leave his highly-sophisticated, finely-calibrated string-and-cardboard instrument with you?

ETA: If you are sure there is an inherent fault, you may commission your own inspection and if you're right, you will get your refund plus the costs of that inspection re-imbursed.