Faulty John Lewis Mattress

Baxter55

I bought a John Lewis mattress online in August 2021 £1599. It is from the same collection as my previous mattress (which I loved) so I believed it would be of the same quality. After a couple of months, a dip appeared in the middle. I had rotated the mattress as per the instructions. I had not flipped it as you are only meant to flip it every six months. It started causing me back pain and really affected my sleep. 

I got in touch with John Lewis to complain. They arranged for an “independent” furniture technician to assess the mattress. 

The technician measured the dip and it was so deep, he even lay on the mattress and found himself rolling over into the dip. He sympethised and said he would report this.

John Lewis then got in touch about the report and said that the technician could see nothing wrong. I find it really unfair that for a technician that is meant to be “independent”, the customer isn’t able to see a copy of this report.

After reading some advice online, I wrote an email to complain, and that as the product was within 31 days and 6 months old, I am within my statutory rights to be refunded.

Considering the amount I spent on the mattress, it is definitely not of satisfactory quality, nor is it fit for purpose. The label also states that it is an “ortho” mattress - which I think is highly misleading considering it gives very little support. 

John Lewis then emailed me back:

“The technician saw the fault on the item, however, he reported that there's nothing wrong with it. Please be assured that this is not the quality of product and service we aim to provide, to know that we have fallen short, we apologise. 

In order to best assist you, I have passed this case to our Furniture Aftercare team as they are best placed that can further advise you regarding this matter. Please be assured that one of my colleagues will be back in touch with you within 5 working days of their earliest time possible.”

In their email, they’ve not only apologised for not providing good quality and service (implying they admit they are wrong?), but they also state that “the technician saw the fault on the item”! John Lewis then called me and said that there wasn’t a fault so there was nothing further they could do. Both times that John Lewis have called me, they couldn’t get me off the phone quick enough. 

I find all this infuriating. The dip is getting worse and considering the amount I spent on the mattress, I am really disappointed in John Lewis. John Lewis no longer sell this mattress which makes me think they’ve had other problems like this…

Should I ask (spend money on) an independent furniture technician to assess the mattress? And if they consider there to be a fault, where do I go next? What other options do I have? Any help is much appreciated! 

sheramber

The technician saw the fault on the item, however, he reported that there's nothing wrong with it.

Is that not contradicting itself.

Baxter55

sheramber said:

The technician saw the fault on the item, however, he reported that there's nothing wrong with it.

Is that not contradicting itself.

Yes it is! Exact quote from John Lewis

shiraz99

Your next step is to get an independent report done yourself then, if in your favour, write an LBA to John Lewis.

I also don't understand why the technician would state there is a fault but go on to say there's nothing wrong with it. Legally, within the first 6 months the assumption is the fault was inherently there when you purchased the goods and it's up to the retailer to prove otherwise, I can't see any evidence that their technician has done this, quite the contrary.

MalMonroe

Please DO NOT pay for any independent reports until you have tried to get things put right. The law is on your side here.

See the following links about the Consumer Rights Act 2015 -

This one is from this very site - https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

(and I've seen Martin on TV talking about his famous 'SAD FART' rights - more about them in the link).

https://www.citizensadvice.org.uk/about-us/our-work/citizens-advice-consumer-work/the-consumer-rights-act-2015/

[scroll down to 'what should I do?']

and there's also this -

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

All goods we buy should be 'fit for purpose' and 'of satisfactory quality'. Your expensive mattress isn't.

As per the information in the links, you will see that between 30 days and six months you must give the retailer one opportunity to repair or replace it before you can claim a refund.

If I were you I wouldn't write to them anymore, either by post or email but I'd phone John Lewis, this number is for when you have problems with products - 03456 100 342 and remind them of their responsibility and your rights under the Consumer Rights Act 2015.

Please don't let JL get away with taking your money and providing shoddy goods! That is NOT a cheap bed.

shiraz99

MalMonroe said:

Please DO NOT pay for any independent reports until you have tried to get things put right. The law is on your side here.

See the following links about the Consumer Rights Act 2015 

The point in getting his own report is exactly the reason to get JL to put things right. As far as JL are concerned they believe they are acting within the law by engaging their technician to show that no inherent fault exists so the OP needs to counter this.