Dreams mattress very smelly

RRobins

I ask for expert advice. We bought a mattress in a store.

On Thursday at 9am a new mattress was delivered. The delivery guys said the smell would go away in a couple of hours. The bedroom window was wide open and the smell spread throughout the house. My husband and I felt sick, I even threw up. I closed the bedroom door and put a rolled up towel under the threshold. The smell went away from the other rooms. We slept downstairs on an air bed and small sofa the first night.

Yesterday, Friday, we left home, when we returned, the house still smelled, it was impossible to enter the bedroom.

I called the company and asked for their advice. They offered to exchange the mattress for another one under the comfortable night scheme. But this scheme assumes that we slept on the mattress for at least 30 nights.

And if we return it as a defective product, the mattress will be sent to the factory for examination and we will pay for the examination. According to the store rules, the smell is not a defect, it should go away in a couple of weeks.

I don't like this option. Sleeping on an uncomfortable sofa and a small inflatable mattress for 2 weeks is very uncomfortable. And the smell in the house makes me feel sick all the time.

Please advise whether it is possible to return the mattress by canceling the purchase completely. We bought it in a store. We were not warned about the smell. In the store, the mattress was odourless.

RRobins

In addition I want to tell that sale person was quite pushy. Show only mattresses which she had on the list and did not offer to look around.  

Emmia

RRobins said:

In addition I want to tell that sale person was quite pushy. Show only mattresses which she had on the list and did not offer to look around.  

Then why on earth did you buy? I avoid shops with sales assistants who are pushy and won't let you look at the products.

I would exchange the mattress for another one (although maybe not a straight swap), this could be an isolated incident... Or it could be a production issue. Either way, you don't want this mattress in your home. 

Aylesbury_Duck

RRobins said:

I ask for expert advice. We bought a mattress in a store.

On Thursday at 9am a new mattress was delivered. The delivery guys said the smell would go away in a couple of hours. The bedroom window was wide open and the smell spread throughout the house. My husband and I felt sick, I even threw up. I closed the bedroom door and put a rolled up towel under the threshold. The smell went away from the other rooms. We slept downstairs on an air bed and small sofa the first night.

Yesterday, Friday, we left home, when we returned, the house still smelled, it was impossible to enter the bedroom.

I called the company and asked for their advice. They offered to exchange the mattress for another one under the comfortable night scheme. But this scheme assumes that we slept on the mattress for at least 30 nights.

And if we return it as a defective product, the mattress will be sent to the factory for examination and we will pay for the examination. According to the store rules, the smell is not a defect, it should go away in a couple of weeks.

I don't like this option. Sleeping on an uncomfortable sofa and a small inflatable mattress for 2 weeks is very uncomfortable. And the smell in the house makes me feel sick all the time.

Please advise whether it is possible to return the mattress by canceling the purchase completely. We bought it in a store. We were not warned about the smell. In the store, the mattress was odourless.

Unless their policy allows a change of mind cancellation, then no, it isn't.  Your options are to exchange it as they have offered, or to allow it to be examined, as they've offered.

Why wouldn't you simply take the exchange that's been offered?  What would you sleep on if you were able to cancel, anyway?

The salesperson being pushy is irrelevant to these situation.  You could have asked to see more products, or walked away, but you willingly chose and bought a mattress.

born_again

RRobins said:

I ask for expert advice. We bought a mattress in a store.

On Thursday at 9am a new mattress was delivered. The delivery guys said the smell would go away in a couple of hours. The bedroom window was wide open and the smell spread throughout the house. My husband and I felt sick, I even threw up. I closed the bedroom door and put a rolled up towel under the threshold. The smell went away from the other rooms. We slept downstairs on an air bed and small sofa the first night.

Yesterday, Friday, we left home, when we returned, the house still smelled, it was impossible to enter the bedroom.

I called the company and asked for their advice. They offered to exchange the mattress for another one under the comfortable night scheme. But this scheme assumes that we slept on the mattress for at least 30 nights.

And if we return it as a defective product, the mattress will be sent to the factory for examination and we will pay for the examination. According to the store rules, the smell is not a defect, it should go away in a couple of weeks.

I don't like this option. Sleeping on an uncomfortable sofa and a small inflatable mattress for 2 weeks is very uncomfortable. And the smell in the house makes me feel sick all the time.

Please advise whether it is possible to return the mattress by canceling the purchase completely. We bought it in a store. We were not warned about the smell. In the store, the mattress was odourless.

What sort of mattress as memory foam has a far stronger smell that a old style spring mattress.

In store mattress will have been there a long time & tested by many people. 


MSE put up a pot abut this yesterday... which is still on front page

https://forums.moneysavingexpert.com/discussion/6573368/martin-lewis-do-you-have-a-legal-right-to-return-goods-bought-instore-most-get-this-wrong#latest

RRobins

 

Emmia said:

 Then why on earth did you buy? I avoid shops with sales assistants who are pushy and won't let you look at the products.

I would exchange the mattress for another one (although maybe not a straight swap), this could be an isolated incident... Or it could be a production issue. Either way, you don't want this mattress in your home. 

It is hard to notice in the shop. we are old people. 

RRobins

Aylesbury_Duck said:

 

Unless their policy allows a change of mind cancellation, then no, it isn't.  Your options are to exchange it as they have offered, or to allow it to be examined, as they've offered.

Why wouldn't you simply take the exchange that's been offered?  What would you sleep on if you were able to cancel, anyway?

The salesperson being pushy is irrelevant to these situation.  You could have asked to see more products, or walked away, but you willingly chose and bought a mattress.

Policy does not allow a change of mind. Do you think that examine on the factory which produced this mattress will be fair?  They offer exchange in week time at least. I would put on the bed few bed toppings and sleep until we buy new without gel or foams. 

RRobins

born_again said:

 

MSE put up a pot abut this yesterday... which is still on front page

https://forums.moneysavingexpert.com/discussion/6573368/martin-lewis-do-you-have-a-legal-right-to-return-goods-bought-instore-most-get-this-wrong#latest

Thanks. I read this. So no chance to return as smell is not a fault.

RRobins

What about this:

Under the Consumer Rights Act 2015 (applies to goods bought any time after 1 October 2015), all products sold in the UK (regardless of whether they were bought in-store or online) must be:

• Of satisfactory quality The mattress must not be faulty or damaged when you receive it
• Fit for purpose It must be fit for sleeping on, and also suitable for any specific purpose you made known to the retailer before you bought it
• As described It must match any description given to you and any samples shown to you at the time of purchase.

If your new mattress doesn’t meet any one of these criteria, you can make a faulty goods claim against the retailer you bought it from.

As long as you reject the faulty mattress within the first 30 days after placing the order, you're entitled to a full refund. 

It is not as described and shown as a sample at the time of purchase.

MattMattMattUK

It is caused by the legally required fire retardants which must be on all furniture products. Depending on time from production and packaging they can be more or less noticeable when a product is first unwrapped, because of the way mattresses are packed they are usually one of the worst products. Some people are more sensitive to the outgassing than others. The guidance is that one should not sleep on a new mattress for 24-72 hours minimim depending on type after delivery anyway to let it properly expand. 

You need to ventilate the room and mattress as much as possible, keep the windows open, which I admit might not be easy with the current silly name storm and ideally partially lift one side up to allow air to circulate.

Grumpy_chap

I am not sure what outcome the OP is seeking that the OP will find satisfactory here.  Assuming that any outcome needs to include the OP having a new mattress, whether from the original retailer or elsewhere.

Any new mattress will smell when it is first unwrapped from the plastic.  That smell takes a while to migrate, I think because some of the chemical is from deeper in the mattress than is possible with other items.  The contrary position would be for the supplier to ship a mattress that was not wrapped and potentially have the customer comment about whether or not they received a brand new mattress.

It is not just mattresses that have a smell when new.  It is any upholstery or soft furnishings - sofas, dining room chairs, curtains, carpets, cushions.  It may just be more noticeable with a mattress than other items because of the size (and depth) of the item.  It is not even just household items - it is exactly the reason a new car has that "new car smell".