Argos misleading advert.

XGinX

 Hi, does anyone have some advice please?

I purchased a new mattress from Argos as they offer a 100 night guarantee if the mattress is not sutible. Because of this guarantee I thought I would try a different mattress to my usual one and if it was unsuitable all would be OK as I could replace it with the same mattress I had previously which I knew would be comfortable and was still sold by Argos. Unfortunately the mattress I ordered was unsuitable so contacted Argos for the replacement.

This is where the problems start. Argos delivered the new mattress without a problem. Upon seeing the mattress it looked and felt different to the previous 3 I had purchased previously (most recent February 2020). Upon sleeping on this mattress it is nothing like the previous mattresses the quality is awful. I contacted Argos who told me to contact Silent Night as they know nothing about their manufacturing process. They stated Silent Night may have changed the materials used. I explained I ordered the mattress using the information on their website believing it to be the same mattress as ones I'd purchased previously with the same name, number and photo.

I contacted Silentnight and they confirm the have various models of the memory foam 800 mattress and told me to contact Argos again if I was unhappy.

Upon looking at Argos website they use the same name, catalogue number and photographs as the previous mattresses I have ordered. The new one I have recieved is different to the pictures they have on their website and the mattresses I have recieved before. No-where on the website does it state that the models may vary. If I had known I wouldn't have been getting the exact mattress as my previous one I would not have ordered it.

 Argos state they are unable to replace as the item is not faulty and customers can only exchange once on the 100 night guarantee.

I've contacted customer services numerous times to be told they are advertising correctly as they have checked other retailers adverts for this product. I questioned if they had contacted "these other retailers" customers to see if the had recieved what they actually ordered. Obviously the answer to this is no. They have stated they are now unable to help any further and to write to them to make a formal complaint.

 I have photos from the website showing a completely different mattress. I have photos and receipts from the previous and new mattresses showing they are listed as the same but are totally different. I also have a reply on the question and answer section of their website stating the mattress that will be recieved is the same as the picture which it isn't. I believe this to be false advertising.

Keep_pedalling

Why would you need a new mattress when your previous comfortable one was only just over a year old?

XGinX

Sorry for not making it clear. I've purchased 3 of these mattresses previously one in 2015 for my bed, one for my son in 2018 and most recently 2020 for my daughters bed.

JamoLew

Do the product details/further info/specification differ ?

Most companies will have a disclaimer somewhere to say that the photo may not match the product exactly and to check the specification section

They may also "argue" that you should have noticed that it was different on receipt/un-wrapping if as you say it is that much of an obvious difference

It would be (maybe) like ordering a 2021 Ford Fiesta based on a picture of a 2020 Ford Fiesta and trying to argue that it didn't match exactly your existing 2020 Ford Fiesta

XGinX

Thank you for your reply. I did contact them as soon as I recieved it but they said it was just the cover might be different and to contact Silent Night to find out about their manufacturing. I checked the full advert including small print and nowhere does it state its might be different. The advert is the same specifications as my previous ones but looks and feels totally different.

I do understand that products can change over time but if this had been stated I would not have bought this product.

JJ_Egan

Misleading adverts contact the advertising standards authority .

maisie_cat

It is common for manufacturers to alter the spec of a product over time. this is especially true with shrinkflation and reducing quality to maintain price type changes.
If the description and technical spec of the product matches the actual product other than a cosmetic difference there is nothing you can do. I regularly use "buy again" on websites and half the time the product is subtly different in some way

JamoLew

It sounds like you ordered a Mattress Super Duper XYZ and got exactly that.

It just happens that the manufacturer has changed the design/materials of that model since you bought the previous one but have kept the name and specifications the same.

As long as what you received matches the description and specification of what you ordered - you have just been unlucky imo

Jenni_D

What does your daughter think of the mattress? (Her needs won't be the same as yours).

photome

Jenni_D said:

What does your daughter think of the mattress? (Her needs won't be the same as yours).

Guessing that’s irrelevant as the recent purchase ( 2021)was for the OP not their daughter

Lip_Stick

Does the labeling on the mattress differ in any way to the specs Argos have put?