Mattress guarantee

iwblue

Bought a mattress, which is 3.5 years old, has a 5 year guarantee on it. It needs a repair, I've been asked to pay 60% of the original price for a replacement.  I never got any t&c regarding the guarantee and the factory who madet it won't give me any details...its a Wheatcroft mattress. Is 60% normal?

Alderbank

It's not much of a guarantee if they won't tell you what it is guaranteed to do!
Your contractual rights under a guarantee are only that the guarantor will do what it says in the guarantee, nothing more and nothing less.

Separately however, and in addition to the guarantee, you have consumer rights against the retailer you bought it from. It sounds as though the retailer has agreed that the mattress is faulty and is offering a partial refund against a replacement?
60% is probably reasonable, that is about what you would get if you had to take them to court. 

TELLIT01

Reduction doesn't seem unreasonable unless the original guarantee stated it was new for old.

elsien

Where did you buy it from?
 They seem to sell via other retailers. I’ve done a quick google and although most of them mention a five year guarantee there’s nothing on the websites to show what that means in practice.
So I’d either go back to the shop that you had it from and ask for the details they have about the guarantee, or email one of the other retailers say you’re thinking of buying and you want to know what the guarantee covers. And see what comes back.

Alderbank

elsien said:

So I’d either go back to the shop that you had it from and ask for the details they have about the guarantee, or email one of the other retailers say you’re thinking of buying and you want to know what the guarantee covers. And see what comes back.

Good ideas, but of course what matters is what the guarantee included 3.5 years ago