Simba mattress guarantee
Another unsatisfied simba owner here.
We brought our Mattress on 26th January 2019 to replace our bed and memory foam mattress we bought 15 years before hand.
We looked at various mattresses in the various retailers trying memory foam, traditional and the new hybrid types. We went for the middle ground of a hybrid type and it was 50 50 choice between a simba one or an own brand Benson bed one. We decided on the simba one mainly due to advertising and promised warranty.
We did however buy the mattress direct from Simba as we wanted the price for the pillows that were on the bed we tried but the retailer did not stock them so told us to go online to check. When we did so Simba were offering a free duvet and delivery to home whereas with the retailer I would have had to collect from them.
We therefore bought the bed and mattress separately but were very happy with both. The mattress was firm but soft enough to give a very comfortable sleep and this was the case for the first 12 months or so.
With the new hybrid mattresses you do not flip them over like traditional mattresses but turn them throughout 180 degrees on the same side. This was carried out every month for the first six months and then every two months after that. This exceeded the required warranty terms and seemed practical to even any wear as I am heavier than my wife.
After 12 months it was becoming noticeable that there was a harder ridge in the middle of the mattress so we tried to sleep more to the middle to alleviate this. Over the next few months this did not help and the ridge got bigger and there became noticeable sags forming on each side of the mattress.
With one side becoming worse and increasingly uncomfortable I wrote to Simba at the end of September and having sent photos and measurements required, ba homeserve engineer attended on the 9th October to look at the Mattress. The engineer unzipped the cover of the mattress to look at the sponge and then once put back on laid on the mattress on both sides. He told me he could feel a ridge and that there was a dip on both sides with one a lot more noticeable. He then took out a piece of string with a weight on the end that he threw over the bed to see if there was any indents. He took a photo with a straight edge against it and said although there was an indentation it was natural settlement and not a manufacturing issue.
I then received an email from Simba on 12th October giving me a copy of the report stating at this time they could not replace the mattress as there was no identified manufacturing issue apologising that was probably not the result I was requiring.
I have responded that this is not acceptable as currently which ever one of myself or my wife sleeps on the dipped side we suffer back ache as the support in the middle of the mattress has collapsed compared to the rest of it.
Looking online there appears to be a lot of people suffering the same issues with Simba declining the claims based on the so called engineer visit.
I await their response but from reading other peoples issues I do not expect a positive response and it looks like we will have to buy a new mattress as this becoming unusable.
As this was paid by credit card I am hoping there is an option there to try and get the money back from them.
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