Mattress Return

ChloeHutchy

I recently bought a Kingsize mattress from a company online. Which offers a 100 day sleep trial and a 'hassle free return' service. After 48 hours the mattress was not for me. I contacted the company who advised I could return this after sending photos however I must arrange and pay for my own courier and the item must be in a plastic mattress bag. 

they provided a list of 'suggested' couriers to use. I arranged with a well known courier company to collect the item. When booking the return, the courier asks for the dimensions of product which were all given. Once the driver arrived he took 1 look and refused to collect as the mattress was not folded nor boxed. He called his boss who also abruptly explained they do not collect unboxed mattresses they must be boxed. The mattress company will not accept the item folded in anyway and would refuse a refund should this be the case as they'd class this as a damaged good.

I explained the website accepted the dimensions so surely this notified his colleague of the size of the product to prepare. If that was the case the product should never have been accepted on their website. After calling the courier company I was advised by 3 colleagues they did collect mattresses. A depot manager called me to again advise his colleagues did not know what they were talking about and they simply would not collect. 

I called the Mattress company who accepted no liability for the recommendation of the courier and advised to try a more local company. Please note I am being quoted £150 up to £600 to collect a £200 product!

Mattress company have said they cannot help any further with the return and it is my responsibility to arrange a courier to collect. I am now left extremely out of pocket and extremely stressed. Does anyone have any advice on what I can do next?

the_lunatic_is_in_my_head

Hello OP

As this is a type of guarantee above consumer rights the mattress company can have terms saying you need to arrange return.

You could cancel your contract but, unless the trader has offered to collect the goods in such an instance, again arranging the return falls on yourself.

I would have thought returning a full sized mattress as a one off is sadly going to be expensive, a place likely Shiply might be worth a look.

In terms of the courier you already booked, if the terms don't mention anything about boxes for mattresses and they are refusing to collect them they should refund you in full for the courier fee. 

Sorry to say but a £200 King Sized mattress probably isn't going to be the best and these sleep guarantees are all well and good but if they lumber you with sorting the return they probably aren't worth anything  

Aylesbury_Duck

£200 is never going to buy you a good king-sized mattress.  Unless you can return it for much less than the £200 you paid, you're better disposing of it and buying another.  See if one of the charity organisations will collect it from you, free of charge, perhaps?

noitsnotme

Which courier was it and how much did they charge?

prettyandfluffy

Try selling it on your local FB site, otherwise you could try it with a mattress topper?