New Mattresses are Terrible... Outsourced After-Care has Ghosted

BobbyFunkhouse

In our 40s, we finally bought our first home earlier this year 🥳

We needed four mattresses, so I ordered some decent looking ones on a monthly payment plan - stiff sprung with layer of memory foam, from Archers Sleep Centre.

One week in, I realised these were not very good at all, so enquired what would be an acceptable measure of mattresses stiffness, since I thought we may have recieved the wrong items.

They had me take a video, which I did, and then they reffered us to their after care partner, Homeserve. We arranged a time for inspection a couple of weeks later.

The technician cancelled 10 minutes before the appointment due to family emergency - fair enough, these things happen, although annoying to take the time off work (both us parents are full time + second jobs).

Two weeks later we have an inspection that takes place. He confirms the mattresses are of varying stiffness, and that one is poorly formed (not supportive around the edges). However, he points out that since two of the mattresses are on the floor, this can be a sticking point in terms of return. He will make his report and we will hear back.

Six weeks have passed since the inspection, we have not heard back.

The mattresses now are really bad. My previous mattresses lasted ten years and held up pretty well, my mattress now is collapsed on my side (I'm the heavier occupant, but only about 13.5 stone / 85 KG). My sons mattress is very soft. None of the four are good.

Where do I stand in terms of getting them replaced or refunded?

We used the two larger mattresses directly on the floor for the first couple of weeks, so maybe that trumps any compliant.

The after care provider has not really provided much of a service.

The mattresses really are terrible, and have been since delivery.

We paid more for these than any other mattresses we have bought previously, and I'd really like to give my family good mattresses despite our modest and unfinished ilving conditions. We paid just over £1k for:

£368.30 for 2 x Deluxe Memory Flex Orthopaedic 3ft Single Mattress

£228.28 for 1 x Deluxe Memory Flex Orthopaedic 4ft6 Double Mattress

£441.15 for 1 x Deluxe Memory Flex Orthopaedic Extra Long 6ft Super King Size Mattress

Any help on how to navigate this is gratefully received.

Slinky

I think you want to look at challenging them under SADFART - the Reasonable length of Time part. See this article https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Bradden

I bough a traditional  mattress frio this company.. https://johnryanbydesign.co.uk/
Excellent quality but more expensive. IMHO £400 for a king size isn't likely  to get you a decent quality product.

BobbyFunkhouse

Thanks for the responses folks.

I'm expecting them to palm me off with 3rd party after care (which ghosted). Is it legit for me to reject this and request to be dealt with directly by the seller?

DullGreyGuy

BobbyFunkhouse said:

Thanks for the responses folks.

I'm expecting them to palm me off with 3rd party after care (which ghosted). Is it legit for me to reject this and request to be dealt with directly by the seller?

Only if your contract states they will deal with after sales directly. If it doesn't then they are free to outsource any part of their operations, they remain the ones legally responsible though.

sheramber

I agree with Bradden that these prices are not going to buy a quality mattress.

The question is are the mattresses of  sufficient quality for the price paid.

Hpw long ago  did you buy mattresses cheaper than these ones?

tightauldgit

I think you will be likely to run into issues with the ones being used on the floor as when I looked at mattress warranty terms in the past they all stipulate that the mattress must be used on a bed frame with slats no more than Xmm apart. So technically you haven't used those ones in line with manufacturer's guidelines. That probably will invalidate your warranty but whether it's sufficient to trump your rights under the Consumer Rights Act is a different question. What it will do however is give the supplier a reason to refuse you which you would then have to battle against. 

I think you of course first of all need to wait and see what your supplier says - they might surprise you and be more helpful than you think. 

Murphybear

Bradden said:

I bough a traditional  mattress frio this company.. https://johnryanbydesign.co.uk/
Excellent quality but more expensive. IMHO £400 for a king size isn't likely  to get you a decent quality product.

Sadly I have to agree with this.  A high quality mattress is going to cost quite a lot more.  I bought an adjustable bed about 15 years ago and I replaced the mattress about 2 years ago.  Mattresses for these beds can be expensive but they are built to last.  

pinkshoes

Murphybear said:

Bradden said:

I bough a traditional  mattress frio this company.. https://johnryanbydesign.co.uk/
Excellent quality but more expensive. IMHO £400 for a king size isn't likely  to get you a decent quality product.

Sadly I have to agree with this.  A high quality mattress is going to cost quite a lot more.  I bought an adjustable bed about 15 years ago and I replaced the mattress about 2 years ago.  Mattresses for these beds can be expensive but they are built to last.  

I disagree.

I have a super king sized mattress from Benson for Beds. It wasn't particularly expensive and it's still really comfy 8 years on. No sagging or dipping. 

Even a cheap mattress shouldn't sag after just a week.

Putting a mattress on the floor will not make it fail. This is just due to dust bugs.