John Lewis mattress nightmare!

kathp65

Hi everyone, I’m looking for some help with a mattress I bought from John Lewis. We’ve finally got them to agree to give us a refund or replacement for our 4 year old mattress which has five and a half inch ‘dips’ on each side of the bed (they’re like craters). It’s been a very long, drawn out and frankly exhausting process. They have offered us an £800 refund (which is how much we paid for it 4 years ago) or a replacement up to the value of £800. Looking on the Bank of England website, £800 in 2019 is now worth £956, so I feel we’d be losing out with a refund. With inflation having risen as it has, £800 would get us a significantly lower spec mattress. The lady I spoke to told me we had had four years use out of the mattress so we’re not losing out! She also said there’s no way to escalate this further. Is there anything more I can do? Is there anything legally that says that a faulty product should be replaced with a product of the same spec? Thanks you for any help or advice you able to give.

screech_78

Legally, you’re only entitled to a partial refund so a full refund is above and beyond what you’re entitled to. Inflation is completely irrelevant. You should be praising them! 

diinozzo

You are not losing out. You had four years of use for effectively very little cost. Indeed they could have reduced your refund by quite a bit to reflect this/

tightauldgit

You got the use of a mattress for 4 years for free - how much do you think your used mattress would have been worth? £50? Bite their hand off for £800.

photome

That’s a great offer from JL, not many stores would have given a full refund after 4 years use

you say it would  only get you a lower spec mattress, but it would still get you a decent mattress and probably one that won’t end up with craters

munchpot

Ditto above - what great customer service from John Lewis.  A full refund puts you in the same position you were in when you made the original purchase. As others have said bite their hand off 

lincroft1710

At 4 yrs old a mattress could easily be halfway through its lifespan, so their offer of the price you paid for it is extremely generous

born_again

You have to forget about what you think it is worth £956 As would you pay that for a 4 year old mattress? I bet you would be lucky to get £100 if you sold one. 

Getting back what you paid for something is a bonus, as it is over & above your consumer rights after so long. Especially after 4 years.

Aylesbury_Duck

Losing out?  Where else could you hire an £800 product for four years and use it almost every day in that period, for nothing?

Bite their hands off, that's an amazing offer.  Your expectations are entirely unreasonable.

Manxman_in_exile

Crikey.  You don't even need to know anything about consumer law to recognise a good deal like that, do you?

cymruchris

I think the general consensus here is - 'what are you waiting for? accept it' - they could easily downgrade the offer by your 'use' of the product - even if after 4 years it's worn out prematurely.