Faulty John Lewis Mattress and Poor Customer Service

Miss_Yell_2

I purchased a mattress from John Lewis online, and it was delivered to me on the 11th of January, so just a few weeks ago.
After the first night, the mattress had a dip in it (I should at this point state, I weigh 9.9 stone and live and sleep alone). The advice on the mattress was to flip and rotate weekly for the first 12 weeks.
I have had to flip and rotate 5 times so far. There is a huge dip in it which has grown deeper and wider.
I have contacted John Lewis a week ago, and they have raised an online case for it. So far the date keeps being pushed back. When I phone they are no help (I have phoned an additional 3 times so far), they are just repeating from a script it seems.
I have explained I am on painkillers as a result, and have no other bed to sleep in, and have had to take 2 days of work so far with such back pain, and I asked what I should do, to which they just say they cannot offer medical advice.
I first contacted them when the mattress had been with me for 17 days, so I missed the 14 days cooling off period. But that's not the point, it's faulty!

When I called on Monday this week, they advised I take photos, so I painstakingly set up a pole across the bed and took photos with bags of flour along it, to act as a marker showing the big indentation and showed them a photo with a ruler showing the 4 to 5cm dip, without any body weight on it. 
It's like springs are missing in the middle and it's really solid in this bit.
I dread going to bed and I wake unable to move throughout the night. 
In short, John Lewis just state they are waiting for a response from the manufacturer and cannot tell me how long it will take.
I pointed out that the mattress has a 60-day trial and if not satisfied I can exchange, but when I ask how to do this (and incur the £30 cost) they are a bit vague. I am also reluctant to do this when the mattress clearly without a doubt has some sort of fault with it.

I genuinely purchased from John Lewis for the customer service and quality....I have received neither. The mattress was over £1k, so not cheap, but I was hoping for a good investment.
Can anyone advise how to deal with this ongoing nightmare, I am beyond desperate and in such pain?!  Thank you

Alderbank

I wouldn't bother with the 60-night trial. As you suspect, one of their conditions is 'The mattress must be in perfect condition when collected.'

Under the Consumer Rights Act 2015 you have a 30-day legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund. Tell them this, making it clear you are claiming your statutory right to reject.

another_casualty

Wow! Seems like JL service has gone down the pan . Always known for impeccable customer service .
This sounds totally wrong. 

First thing to do is leave negative feedback on trustpilot and any social media you use .
If you paid by credit card, it may be worth having a word with card company ..

If you missed the cooling off period then it seems I'm wrong on this occasion .
you could politely voice your disappointment on trustpilot instead and not go with the heavy handed approach which I advised initially ..

Slinky

I'd go with heavy handed to be honest. You've given them enough time to react to polite requests. A mattress should give satisfactory service for years not days/weeks.

Miss_Yell_2

Thank you both so much.
I spoke also to Citizens advice this afternoon and took their advice and escalated this on the John lewis complaint escalation email address. Using the "under the 2015 consumer act.." (thank you @Alderbank)
As a result, finally they are being very nice and agreeing it looks faulty by the photos. For the first time someone said "I am sorry for this"
They are still awaiting information from the manufacturer but agree they should swap for another mattress now. I have been advised to go into the store to choose an alternative (I will get a refund if its cheaper or can pay the difference if its more expensive). The only issue now is that a store is a long drive away and I do not know what mattress options will be available in the store! Apparently someone from the store will call me tomorrow to let me know!
I am deliberating using another store closer to home and pushing back for a refund from JL.

Alderbank

The 30 day right to refuse in the 2015 Consumer Rights Act entitles you to a full refund.

Miss_Yell_2

As an update, yesterday afternoon, John Lewis have now finally agreed the mattress is faulty and have arranged for the mattress to be collected and a refund given. It was a battle but thanks to your support, I have got there in the end. I now have placed an order for a mattress with another retailer, having lost confidence in John Lewis!
Thank you so much.