John Lewis Tempur trial

sghughes42

I bought a Tempur mattress from John Lewis having read the details of their 60 night trial which says a return or exchange is possible.

Having found the mattress unusable as it causes considerable pain I want to return it, but have been told they only offer an exchange, despite the word 'return' being used in their policy.

Does anyone else have experience of this? The next softest model seemed OK in terms of comfort, but you sink so far in to it you can't turn over, which is no use to me as I turn frequently in the night.

Have I made a mistake going with JL? The policy seemed clear enough as return is definitely in there, but seemingly not available.

Keep_pedalling

The trial is offered on purchases direct from Tempur, but does not seem to be offered via retailers. 

sghughes42

Keep_pedalling said:

The trial is offered on purchases direct from Tempur, but does not seem to be offered via retailers. 

Tempur offer a 100 night trial, but if you look at a Tempur mattress on John Lewis they have a 'TEMPUR®'s 60 Night Comfort Trial' section, which lists T&Cs that suggest a return is possible.

daveyjp

sghughes42 said:

Keep_pedalling said:

The trial is offered on purchases direct from Tempur, but does not seem to be offered via retailers. 

Tempur offer a 100 night trial, but if you look at a Tempur mattress on John Lewis they have a 'TEMPUR®'s 60 Night Comfort Trial' section, which lists T&Cs that suggest a return is possible.

Please provide a link to the JL page with these details.

Aylesbury_Duck

What are the precise terms?  "Return" is ambiguous, but if the terms clearly explain it means for an exchange that would seem clear.  If it's left ambiguous, I'd argue you have the right to return for a refund.

sghughes42

daveyjp said:

sghughes42 said:

Keep_pedalling said:

The trial is offered on purchases direct from Tempur, but does not seem to be offered via retailers. 

Tempur offer a 100 night trial, but if you look at a Tempur mattress on John Lewis they have a 'TEMPUR®'s 60 Night Comfort Trial' section, which lists T&Cs that suggest a return is possible.

Please provide a link to the JL page with these details.

I can't link directly to the T&Cs as they are embedded in the page, but if you look at this item, scroll the right-hand panel down to just below the 'Add to basket' section, it is there.

https://www.johnlewis.com/tempur-for-john-lewis-memory-foam-mattress-medium-tension-king-size/p5638272

CardinalWolsey

How long have you owned the mattress for? You can only return it (for a refund) once you've had it for 40 nights (and less than 60). Before 40 nights, you can request an exchange (a comfort exchange), but that will also end the comfort trial. See this page as an example > https://www.johnlewis.com/tempur-for-john-lewis-memory-foam-mattress-medium-tension-double/p5638201

Aylesbury_Duck

Seems pretty clear to me.  Clause 1 differentiates between return and exchange, and 12 refers to an exchange or refund.  There is a £29.95 fee for you to pay but otherwise I think you're entitled to a refund if you return it.  Presumably the 40 days has elapsed?

sghughes42

Good to know I'm not the only one reading it that way. JL are telling me I can only have a refund if it is faulty:

Unfortunately once a mattress has been used it can only be returned and refunded if there is a manufacturing fault.

They can't even be confusing the brand (I know most don't allow returns) as they go on to mention the comfort exchange for another Tempur.

The 40 days elapsed on Saturday, so I've got a little over 2 weeks before the 60 days is up to resolve this.

littleboo

You just have to have informed them after 40 and before 60 days,as per their Terms. Whether its resolved in 60 days is another matter.So if that hasn't happened since the 40 days has passed, you should do it in line with their terms

sghughes42

littleboo said:

You just have to have informed them after 40 and before 60 days,as per their Terms. Whether its resolved in 60 days is another matter.So if that hasn't happened since the 40 days has passed, you should do it in line with their terms

I guess I've not strictly speaking informed them anyway. I contacted them for clarification on whether the exchange was final as I'm not confident the alternatives would be suitable. I was thinking of a return but decided to just check if an exchange then return if still no good was possible.

You can imagine my surprise to be told that a return wasn't possible at all and that an exchange was my only option.

Really don't know what to do now, as none of the Tempur options really seem like they'll be suitable and it's a heck of a lot of money to spend on a mattress that gives poor sleep.

I wish I'd gone with my gut on this originally as I wasn't convinced by the Tempur but all the online reviews and nudges SWMOB persuaded me to put those doubts aside. If anything I slept better on it for the first few days and it's got progressively worse, not better.