Uncomfortable Bed Being Collected for Return - but no communications whatsoever about refund.

Terrysdelight

Hi

I bought a Hypnos Mattress and unfortunately it is not anywhere as near comfortable as those in the Premier Inns.  I complained by email because I couldn't get through on phones.   No response to me from Hypnos.    Next thing I know, is they have sent people to collect the Mattress, but there is still no information about getting a refund.  Still no reply to my emails and no answer from telephones.

I did NOT use a credit card to purchase.   However, I did pay for it on my Santander Visa Debit Card as they were promoting the business with an offer of 10% cashback.

Any ideas if I should release the bed to the collection guys?  It is uncomfortable.  The annoying thing is, I paid them a further £39 to take away my old comfy mattress :-(

neilmcl

Well you're not going to get any refund unless you hand over the mattress. Your choice.

Have you checked your email junk folders?

Terrysdelight

Any ideas if I have any redress through Santander if the mattress goes back but the refund doesn't happen?

Terrysdelight

Businesses are going bust because of Corona Virus.

JJ_Egan

Read the T&C on returns usual is mattress returned inspected refund issued .

davidmcn

Why do you think you ought to be getting a refund before you hand back the mattress?

Terrysdelight

davidmcn said:

Why do you think you ought to be getting a refund before you hand back the mattress?

No, I don't think that at all.  

I probably haven't made myself clear.   They are taking the bed back - all I have had from the company is Collection Details, no other acknowledgement of the problems.  The mattress comes with a guarantee - return it within so many days for full refund etc.  I am within that time.

This is my question :  What I am not clear about is, that if the company goes bust and I don't see a refund - will I have any type of Redress through Santander?  As stated, I paid for it with my Visa Debit card as the mattresses were being promoted for a 10% discount if purchased via the Santander bank account.

On-line reviews are saying people have been waiting over 6 weeks and still no refunds.  Obviously, I expect there is a hold up with people not working due to the current virus.

davidmcn

Terrysdelight said:
What I am not clear about is, that if the company goes bust and I don't see a refund - will I have any type of Redress through Santander?  As stated, I paid for it with my Visa Debit card

No, I wouldn't have thought so. Though if the company were that short of cash, I'm not sure why they'd be spending money collecting your mattress.