Dormeo Mattress - Refusing to honour warranty.

ExtraMask

I purchased a mattress from Dormeo in June 2018, I'd used them before and had been happy with the quality.
The mattress I purchased on this occaision was their king size Octasense. It came with a warranty of 15 years.
Over the last 8 or so months I've found it is no longer comfortable and is now causing my numbness down on arm. If I sleep on the floor, the numbness doesn't happen but if I sleep on the mattress I get hip and neck pains and a numbness down one arm. I contacted their support team and advised of this, knowing it was still within warranty and explained that the mattress had softened significantly compared to when I first bought it.

They gave me some images to follow on how to measure the mattress and send them pictues of the measurements, which I followed. They kept coming back asking for more images and asking for the same images again and again. Its been a month of emailing back and forth, sometimes me emailing them again because they fail to respond. When they do respond it's as though it's a copy paste answer asking for the same information I've already provided and giving me this copy & paste from their website: 

Materials in the mattress will not change with normal use. The thickness of mattress can reduce from 5% to 15%. Such reduction in thickness is considered normal. Reparation and repayment claims caused by such reduction of thickness will not be granted.
Industry standard tolerances apply to mattress dimensions, +/- 10mm in height and +/- 20mm in both width and length. This tolerance is considered normal and does not constitute a defective mattress. Such a variation can occur even after long use of the mattress.

The mattress was originally 18cm deep. The measurements I took show the edge of the mattress is 17.2cm (0.8cm reduction), which would be 4.44% and fall within tolerance. However, the middle of the mattress is 2.8cm lower than the edge of the mattress, which means it has reduced a total of 3.6cm from the original 18cm. Equating to around 20% reduction in the middle. I'm not even a heavy bloke and my wife is petit, so for the mattress to reduce this much in only 2 years is ridiculous.

I've explained this to them and they've again rejected the claim but with no explanation except the abose copy & paste paragraphs.

I'm not sure who regulates them or how I can take it further, they're simply refusing to honour the warranty, even though they use the 15 - 20 year warranty as a selling point.

 

JJ_Egan

Warranty is subject to any T&C they choose .That 15/20 warranty is limited if you read it .

Consumer Rights ? as opposed to warranty  > but they will want an inspection .

Dont believe their is such a thing as a mattress regulator , furniture ombudsman may help .

JJ_Egan

4. Partial increase in mattress softness is not considered as an error but as a consequence of normal use. Therefore such softness increases are not covered within the warranty statement.
5. In the case of a product claim, the seller reserves the right for a professional inspection of the mattress and might require the supply of photographs of the entire sleeping surface of the mattress detailing the visible faults.

sheramber

Have  you turned/rotated the mattress  regularly?

taximanallan

Did you have any success in getting Dormeo to accept your claim? I have similar issues and every term in it's warranty statement covers them in a way that NO CLAIM could be upheld. Not very happy

JJ_Egan

Warranty is not your Consumer Rights as posted .

Mattress are very difficult items to prove anything .

How old is the item in question ??  Dormeo ask for you to pay return postage from memory .

HelpfulFlower101

Warranties are separate to Consumer rights and completely bound by terms and conditions. If you feel and can prove they’ve breached the terms of the warranty then you can argue Breach of Contract. You’d either argue for them to perform contract as agreed and honour the warranty or for damages- money back to reflect breach - this might bring that warranty to an end though so bare this in mind. 

Alternatively argue under the Consumer Rights Act 2015, however you’d need to prove this issue isn’t down to fare wear and tear, customer misuse or accidental damages as companies aren’t liable for these situations. The argument would be it’s not of satisfactory quality - free from faults and lasts a reasonable amount of time. So you could argue for a repair/ replacement from the company stating your preference but it’s usually what’s most cost effective to them. 

canavp

Whatever you do, DO NOT BUY A DORMEO TOPPER SINGLE MATERESS !!!. Having had a middle of the night accident I needed to wash the Toppers cover. That was I thought fine following their washing instructions. Great, it came out the washing machine clean and ready I had hoped to put back on the inner form part of the topper without any problem. Not the case though. It took over a hour to struggle to get it back on. First off the zipper pull tag is on the inside of the cover when trying to zip it up. Most awkward as logic says pull tab should be on the outside to keep the zipper in line with the zips teeth. Bad basic design error on Dormeo's part. Got over that by griping the SMALL tab with a pair of long nosed pliers to pull it along in line with the zips teeth. 
Once all put back together the inter foam part appeared to be to large for it cover!!. I now have a Topper that does not lay flat, its lumpy. OK, so thought perhaps despite following their instruction on washing, the cover might have shrunk. So got in touch with Dormeo to order a replacement cover. Found out that Dormeo will or can not supply extra covers. I was not asking for it under warranty, I was asking how much I would be charged for new a replacement cover. Terrible design and unwillingness of their staff to be helpful DO NOT BUYONE.

born_again

Re above.
Perhaps best to edit out the caps part at the top.

https://www.moneysavingexpert.com/site/forum-faqs/

Active boycotting

We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received.

As to putting back together. Simply turn it inside out 👍

MarvinDay

born_again said:

Re above.
Perhaps best to edit out the caps part at the top.

https://www.moneysavingexpert.com/site/forum-faqs/

Active boycotting

We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received.

The post that you are commenting on isn't in breach of any MSE forum rules because canavp isn't calling for a boycott of Dormeo but is simply advising people not to buy one particular product from that company.