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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Comments

  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,794
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    I think you'll struggle with the credit card route.  You have an "engineer" report (that term is used far too readily, and if someone with a rule and plumb-bob is now classified as an engineer, my socket set must give me chartered status) that says there isn't an inherent fault.

    Your only option is to commission your own inspection and hope that it contradicts the first one.
  • I have been looking for a company to inspect the mattress and struggling to find one that is cost effective. Even if you go to furniture ombudsman the price of this ranges from £150 for a virtual one to £500 for a gold inspection. At a price of £650 for the original mattress it seems that we may be throwing money after bad especially as it seems lack of support is not an issue unless there is a clearly defined sag in the mattress. 
  • Hi Chrisdmayhew, how did you get on? We have the same problem and John Lewis are sending someone to inspect our mattress next week.

  • Spank
    Spank Posts: 1,751
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    They haven't been on since last October, doubt you will get an answer.
  • Spank said:
    They haven't been on since last October, doubt you will get an answer.
    There are a lot of people that only have a few posts to their name, likely because they didn't appreciate the welcome they get, typically from posters who have made thousands of posts.

    I hope we don't have this issue with our new Simba.
  • JJ_Egan
    JJ_Egan Posts: 20,281
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    More like they want  X answer but don't get it .
    All these type of mattress are worth about £150  plus clever marketing .
  • Bradden
    Bradden Posts: 1,056
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    edited 10 October 2021 at 11:12AM
    JJ_Egan said:
    More like they want  X answer but don't get it .
    All these type of mattress are worth about £150  plus clever marketing .
    Thanks.... what brand of mattress would you recommend? Is it just hybrid mattresses you would avoid? I 've been looking at a Slumberland Clima Airstream Memory 6000 Mattress bit would love a second opinion.
  • JJ_Egan
    JJ_Egan Posts: 20,281
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    See John Ryan web site plenty of advice and Q&A their .
    My next mattress probably a Visispring .
  • JJ_Egan said:
    See John Ryan web site plenty of advice and Q&A their .
    My next mattress probably a Visispring .
    My current and only mattresses are Vispring.   They may seem expensive but they are incredible value for money and really do last years.  They have a huge range and their showroom in Plymouth is fairly local for me so I was able to select what I wanted having visited and talked to the makers.  You can find Vispring in all good mattress sellers. 
  •  EXACTLY THE SAME experience; mine failed just one month past One Year.
    Simba refused to help and referred us back to the retailer (whom previously never knowingly undersold) and initially they referred back to Simba.
     After several protracted telephone conversations the same 'engineer' as described in the opening post called and ran the 'tests'. the collapse in the middle (?) of the mattress was very obvious and was rendered useless for sleep.
     Later the same day I received an email saying the mattress was 'well within specification, and the claim was void and closed'.
     I paid a LOT for this 'branded' mattress, and more so from a retailer that portrays its high levels of customer service.
     BOTH proved to be very misguided and will never buy from either ever again.
    The internet reveals extremely high levels of dissatisfaction with this company.

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