Otty Mattress Warranty

adammikejones

Hi,
 
Has anyone had any experience with Otty and their 10 year warranty for their original hybrid mattress? 

Our mattress purchased in June 2019 has the edge foam split on one side. Otty have said their believe the mattress hasn't been rotated in accordance with manufacturers requirements and therefore not honouring the warranty repair or replacement. 

The mattress is only half way through it's warranty lifespan so we would expect the mattress to have lasted longer than it has especially after regularly rotation and we are not a heavy couple at all. 

Is there any suggestions on pursuing this further? 

Thanks 

sheramber

Does anybody sit on the side of the bed?

born_again

Independent inspection of mattress?

Aylesbury_Duck

born_again said:

Independent inspection of mattress?

This.  At the moment it's your word against theirs.  An independent opinion that it's a result of poor workmanship or a failure inevitable as a result of poor design, would help.

What does the warranty say about disagreement in these situations?

Alderbank

Aylesbury_Duck said:

born_again said:

Independent inspection of mattress?

 This.  At the moment it's your word against theirs.  An independent opinion that it's a result of poor workmanship or a failure inevitable as a result of poor design, would help.

What does the warranty say about disagreement in these situations?

In those situations the warranty says you need an independent opinion.

...you can instruct an independent furniture inspector to inspect the mattress. You will need to pay for this initially, but if the inspector finds that the mattress is defective, we will reimburse the costs of the inspection up to £50 plus VAT.

The warranty goes on to say
In some cases we might offer you a partial refund instead of a replacement. This will be calculated based on the length of the guarantee and the time you have been using the product. 

...so not really much different to your statutory rights under the Consumer Rights Act.

However the warranty has a nasty twist - you must send them the independent report within 14 days.

All requested images or additional information must be provided to us within 14 calendar days of our initial request. If they are not received within this timeframe, the guarantee claim will be terminated. This policy is in place to ensure a prompt resolution and to prevent any further damage to the mattress.

In my opinion that policy is only there to make claiming unreasonably difficult. It might be an unfair contract term.

https://otty.com/pages/terms-conditions?_gl=1*13oy8va*_up*MQ..*_gs*MQ..&gclid=CjwKCAiApsm7BhBZEiwAvIu2X2P2CepsXYemcnhD8xeuJ-TEGAfoPm1nQ7pnL5U2yobQUoweQmz3bhoCq2EQAvD_BwE

C_C

Hi - I am in the process of complaining to Otty at the moment over my failing mattress after just 3 years. It is also covered by the 10 year guarantee.  So far, I have provided multiple pictures of the mattress with the cover and with the cover removed. They have now asked for pictures of the bed, specifically the slats and are looking into how often the mattress has been rotated which is odd because I have followed their care instructions.  Looking at their reviews from various places, I'm not hopeful this will go well.

born_again

C_C said:

Hi - I am in the process of complaining to Otty at the moment over my failing mattress after just 3 years. It is also covered by the 10 year guarantee.  So far, I have provided multiple pictures of the mattress with the cover and with the cover removed. They have now asked for pictures of the bed, specifically the slats and are looking into how often the mattress has been rotated which is odd because I have followed their care instructions.  Looking at their reviews from various places, I'm not hopeful this will go well.

Get a 3rd party report on the matteress.

400ixl

Yep, you need an independent report from a mattress specialist as it is more than 6 months old and the burden of proof is on you rather than them.