Eve mattress bought in 2018

lilhead

Hi, I bought an Eve mattress from Very in 2018. It has a significant indentation in the mattress which is causing severe joint pains now. I bought this mattress in the principle of it having a 10 years guarantee, as advertised everywhere when buying an eve mattress. Eve have just told me that the 10 year guarantee isn’t valid because I bought it from very. Very are saying they cannot do anything because it’s over a year. Does anyone know what I can do and what rights I have regarding this? I’m sure eve are in the wrong here because it’s their product but they are still saying it’s not their problem. 

Aylesbury_Duck

lilhead said:

Hi, I bought an Eve mattress from Very in 2018. It has a significant indentation in the mattress which is causing severe joint pains now. I bought this mattress in the principle of it having a 10 years guarantee, as advertised everywhere when buying an eve mattress. Eve have just told me that the 10 year guarantee isn’t valid because I bought it from very. Very are saying they cannot do anything because it’s over a year. Does anyone know what I can do and what rights I have regarding this? I’m sure eve are in the wrong here because it’s their product but they are still saying it’s not their problem. 

They're not wrong if the 10 year warranty only applies to sales directly by them.  What do the terms of the warranty say?

You have consumer rights against Very, but you'll need evidence that the mattress is prematurely faulty before you can exercise them.  

JJ_Egan

Consumer Rights are against the vendor .

Eve warranty is subject to any terms and conditions they want and is not the law .

Contact Very and tell them you are having problems under your Consumer Rights .

TadleyBaggie

If you didn't buy in direct from Eve, then any consumer rights lie solely with the retailer (Very). Basically Eve can attach what ever conditions to a warranty they like, this does not come under consumer rights. You would need a report that shows that this is an inherent fault with the mattress and then attempt to get Very to agree this.

screech_78

Eve are correct. Their website states the 10 year guarantee is only valid on purchases made directly from their website. 

As it’s been 3 years since purchase, you’ll need an independent report that shows an inherent fault and you’ll need to go back to very with that if it finds in your favour. Bear in mind, that the remedy can be a repair, a replacement or a refund minus the 3 year’s use you’ve had of the mattress.