Issue with mattress purchased from John Lewis

Meleelord

Hi all, 

We purchased a mattress from John Lewis in June last year, this mattress developed a fault with a big dip where a spring had collapsed. John Lewis sent out someone to assess and report back to John Lewis. We then opted for a replacement once confirmed there was a fault.

The new mattress has been developing dips so we raised this with the higher ups in John Lewis. We have had 2 people come to take a look after only 4/5 months, the first report we weren't happy about as we were told there was no issue with the mattress, it was our divan which was the issue, now this wasn't picked up on before the replacement bed. We then said we weren't happy with this as the report said the mattress was apparently upside down, but we only ever turn it around not flip it. They then got someone else to come take a look from a separate company as we weren't happy, they said the dips currently are natural and is how it settles. Anyway this report then came back and said there's nothing wrong. We got this final response from John Lewis.

Good Afternoon,

I hope you're well, I wanted to inform you that I have received the report from Hypnos. From the technician's investigation, no manufacturing fault was found during the tests carried out.

While we understand that this may not be the outcome you were hoping for, please know that we have thoroughly investigated the matter and have exhausted all possible avenues to check if there any faults. Therefore, based on the results of the investigations carried out, there isn't anything further we can do to action this further.

Please do not hesitate to reach out if you have any further questions or concerns.

Thank you.

Kind regards

Now we're stuck, I lay on the mattress at night on my back and can feel my body tilting into the dip. What else can we do? I tried looking for an ADR and trading association but couldn't find anything. We paid half by PayPal and half by gift vouchers. 

daveyjp

Not all matresses can be used on every type of bed base.  They need to be matched as some bed bases are sprung, some aren't.

Did you specify the matress was for a divan base when buying?

born_again

If a spring had collapsed on the 1st one, why would they check your base?
Is the fault in the base obvious?

So to link the 2 failures is clutching at straws a bit.

Meleelord

daveyjp said:

Not all matresses can be used on every type of bed base.  They need to be matched as some bed bases are sprung, some aren't.

Did you specify the matress was for a divan base when buying?

We tried it in store without any guidance and then purchased it online. The engineers who came to assess it never mentioned it being the wrong type of base, and we actually replaced the base before the last engineer came out. 

born_again said:

If a spring had collapsed on the 1st one, why would they check your base?
Is the fault in the base obvious?

So to link the 2 failures is clutching at straws a bit.

They have to check the base in case it doesn't support it correctly. We replaced the base before the last engineer came out, yet the dips are getting worse. 

Aylesbury_Duck

Given you've had two assessors look at it, all you can do now is commission your own inspection and hope that it disagrees with the others.  Then you'll have to decide how far you want to take it.  Small claims court would be the ultimate destination, where your report would be weighed against JL's and the court would decide whose case was the strongest.

Meleelord

Aylesbury_Duck said:

Given you've had two assessors look at it, all you can do now is commission your own inspection and hope that it disagrees with the others.  Then you'll have to decide how far you want to take it.  Small claims court would be the ultimate destination, where your report would be weighed against JL's and the court would decide whose case was the strongest.

To be honest I'm not sure we would be able to afford it, the mattress cost £299 and then an assessor would cost a bit I'd imagine 

Aylesbury_Duck

Meleelord said:

Aylesbury_Duck said:

Given you've had two assessors look at it, all you can do now is commission your own inspection and hope that it disagrees with the others.  Then you'll have to decide how far you want to take it.  Small claims court would be the ultimate destination, where your report would be weighed against JL's and the court would decide whose case was the strongest.

To be honest I'm not sure we would be able to afford it, the mattress cost £299 and then an assessor would cost a bit I'd imagine 

You would be able to claim the cost of the assessor if successful in court, but to be honest, £299 is at the bottom end of the mattress market and while it should of course be of satisfactory quality, it's never going to be good at that price.

timjim

I didn't think Hypnos did mattresses that cheap. On John Lewis website the cheapest single is £1099 and double is £1249

Meleelord

timjim said:

I didn't think Hypnos did mattresses that cheap. On John Lewis website the cheapest single is £1099 and double is £1249

They do their own John Lewis Anyday mattresses 

Meleelord

Managed to get them to send another engineer out from Castelan, they noticed the issue straight away thankfully. John Lewis called back and said this means we can finally get a new mattress after all these issues.

We will be spending a bit more on the next one to ensure we have no more issues.