Mattress From Millercare Unsuitable

Torres9

My wife has MS and needed an adjustable bed. Unfortunately not many companies have showrooms to 'try before you buy' but we found two near us that had 2 beds in each. They cost a lot of money so we didn't want to rush into buying one without weighing up all the options. Size, drawers, mattress etc. After some time we opted for a Kelcol bed with mattress and as the two in the shop were medium we requested a firm mattress. However on delivery we found the firm mattress to be just a little too firm for my wife and she had a terrible night's sleep. Next day we went back to the store to see if they could exchange it for the less firm (not soft) mattress. Manager said "You got what you ordered" and wasn't prepared to budge. This is Millercare, the mobility store which supplies aids for disabled people. My wife was distraught having paid over £1500 for a bed she can't sleep in. I've searched their website to see if there is any policy on returning mattresses but can't find anything. All we have to go on is the manager's decision of "You'll get used to it" My argument is that we had no choice in ordering a firm mattress without trying it first as they didn't have a firm mattress to try. And after one night with hardly any use Millercare (after telling me they have various degrees of firmness - even firmer than the one we ordered!) refuse to exchange it for a slightly less firm mattress and expect us to know in advance how firm a mattress is going to be without trying it first, or stick to the medium mattress that is too soft but is available to try in store. Any advice?

TadleyBaggie

Assuming you bought in store, then there is nothing in law that says they have to refund/replace for a change of mind purchase, which unfortunately this would fall under. Unless the mattress is faulty (which just being too hard isn't) then you don't have any consumer rights to help you, just goodwill which sounds like it is not forthcoming.

LippyDoodle

Millercare Return Policy

We hope you will be happy with your order but we will accept the return of any UNUSED products within 28 days of purchase for a full refund. Unused products should be returned with their order number and documentation. The customer is responsible for the cost of returning unused products and this cost is non-refundable.

Any product returned to us must be in its original condition. If it appears to have been used it will be returned to the sender and no refund will be issued.

The Company will not be held liable for the loss in transit of any returned item(s). We advise you to ensure the products are adequately packed and insured during any return journey. We would also advise you to use a courier if you are unable to deliver the products personally.

If the Customer requires the products to be collected, the cost of this collection will be borne by the Customer.

If you require an alternative item please place a new order on our website.

Returns for Incontinence products where a packet has been opened/partly used goods or where the seals/labels have been removed will not be refunded.

Defective or unsuitable goods

It is the responsibility of the customer to inspect the products on receipt. The Company will not be liable for loss or damage during transit unless you notify the Company of the nature of the damage within 7 working days of the date of delivery.

There will be no refund or exchange for damage caused by accident, neglect or misuse. We reserve the right to credit the Customer with the value of lost or damaged products at our sole discretion.

The Company's liability in respect of any defective product is limited to its replacement and its cost of return.

JJ_Egan

Bought in store and matched to order .No reason to return under CR .

You say tiny bit to firm in which case it will soften with use .

or put a pad on it .

https://www.johnlewis.com/john-lewis-partners-synthetic-soft-touch-washable-dual-layer-6cm-deep-mattress-topper/p1519431

Bradden

It dopes seem harsh when  other retailers have a better returns policy but I guess the time to check on these things is before you buy.

Vegastare

I purchased a new mattress about six weeks ago - I ordered a firm mattress with edge to edge support as struggle with recurring back problems. I could not deny either of these points, but I realised edge to edge and firm edge were two different things.

We had visited Northumberland earlier and the holiday cottage had the most wonderful mattress sadly way out of my price but it had a lovely topper and name written down and purchased and placed on my new mattress, it is icing on the cake.  I love my mattress and sleep like a long, since then MIL has purchased topper too.

I think there is some truth in the fact that you do become more use to the bed, put the disappointment after trying to source the best - I can understand her upset.

I have never heard of Millercare - but they seem to have a cast iron policy....they say they hope you will be happy with your product.....so clearly you are not and you should convey this to head office.  Bypass the store

sheramber

Vegastare said:

I have never heard of Millercare - but they seem to have a cast iron policy....they say they hope you will be happy with your product.....so clearly you are not and you should convey this to head office.  Bypass the store

Only if it is unused.

We hope you will be happy with your order but we will accept the return of any UNUSED products within 28 days of purchase for a full refund. 

Ditzy_Mitzy

Are you not being a little hasty, here, OP?  You imply that the mattress has only been used once, which isn't a great deal of time for it to bed in (excuse the pun) or you to get used to it.  Wouldn't it be more sensible to try it for a few nights first?  I'm not sure you have much choice in the circumstances, however, if goodwill is not forthcoming.

JJ_Egan

Is not the norm to allow 60 days to bed in .

Torres9

Vegastare I have complained to their Customer Services as they say "If you are not 100% satisfied please let us know" I appreciate all the comments and I understand the staff are only carrying out company policy but as Bradden says other companies allow for a trial period (I know Dreams do) and a sympathetic attitude to the consumer. Millercare is a specialist supplier of goods for disabled people and while i can see their point in refusing to exchange 'used' items, an adjustable bed (including mattress) which can only be viewed on their website is surely akin to ordering online? The store had a divan, but not the divan we were ordering and had only 2 mattresses. So the customers (Most of whom are disabled remember) are expected to make an informed decision on an expensive item that once money has changed hands they are stuck with. We had the bed installed and less than 24 hours later raised the issue with the store manager. Their attitude is atrocious if all they can offer is "You ordered it, get used to it" I'm afraid my wife will not get used to it as having Secondary Progressive MS she needs the right support for her back so our only option is to invest in a mattress topper, which we will not be purchasing from Millercare!

JJ_Egan

Significant number of posts on the forum are re mattress and its unsuitability after purchasing as its to firm to soft .

Answer still don't know on third mattress in last two years .