mattress 7 year warranty

mrluvluv

after five years the mattress has after independent inspection been found faulty. the edges all the way around the mattress has collapsed. the springs are broken and there are 5cm dips, I cannot get comfortable. its a John Lewis mattress. lady at J L said we wouldn't entertain a claim as your mattress has stains on it. I fail to see how stains can destroy springs. I have complained but want to know if I can do anything about it. mattress failed after 5 years. so before I complain with full guns blazing I need to know what I can do.

GrubbyGirl_2

Did you read the guarantee terms when you bought the mattress? I would guess not because it clearly states:

• Soiled or unsanitary mattresses are not covered by the guarantee Please note that we reserve the right to refuse to collect any item we believe constitutes a health and safety risk to our employees, or anyone working on our behalf. We strongly recommend all mattresses are used with the correct mattress protector and bed linen to avoid this and invalidating the guarantee

It's not an unreasonable term. You do not appear to have a leg to stand on

silvercar

It’s a condition of the warranty. It’s why they recommend having a mattress cover.

Ectophile

The warranty is not your consumer rights. They can include any terms they like in a warranty.

Assuming you're not in Scotland, the Limitation Act limits legal action to 6 years, so you're still in that. Given that you have an independent report, you could sue them. But they wouldn't have to refund you the full price of the mattress as you have had 5 years use out of it. Something like 1/6 of the price would seem reasonable. That may not be worth the effort.

mrluvluv

hi and thanks, every side of the bed has broken, spring all over broken, so its def manufacturing fault.

John Lewis is as bad as all the others. my problem is that if they guarantee it for 7 years, then thats what you should get out of it. and the mattress should be replaced. seems to me that 5 years is the life of a mattress, or less. its a good get out, but wrong. better off with cheap ones and then replace every two/three years, the inspector told me he checked mattresses that people paid in excess of 3k with 10year+ warranties, that never lasted longer than mine.thank you all

Silvertabby

Bracing myself for being yelled at - but how heavy are you and your partner?

Our 20 year old Harrison sprung mattress is as good today as the day it was bought.

twopenny

I have a Relyon. Costs a lot but lasted 30yrs. Though there is just me.

It is marked because I sleep with the electric blanket on low if I'm unwell but the removal men said it wasn't as bad as many they saw. No health and safety there.

But yes, warranty comes with terms. So always worth checking.

Bigphil1474

Given the failure is not related to normal wear and tear, and any staining would seem incidental to any guarantee in this case, I would definitely pursue further. Could you give the mattress a good clean and see if it is in a presentable fashion afterwards? It would be unreasonable IMO for them to expect a 5 year old mattress to be in immaculate condition. A mattress topper is a good idea, but even so, you wouldn't expect a warranty on a broken car to exclude mechanical issues just because the car hasn't been washed and polished.

jonnydeppiwish!

Persue further - SAD FART as Martin would say. The stains are incidental unless you’ve soaked the mattress in water, as is your weight. The mattress has not lasted a reasonable amount of time and JL have dictated that beyond the normal 6 years offering a 7 year warranty.

• S – Satisfactory quality: Goods must be of a reasonable standard; they should not be faulty or damaged [when you buy them].
• AD – As described: The item must match exactly how it was advertised, whether online, in-store, or on the packaging.
• F – Fit for purpose: It must do exactly what it is supposed to do, including any specific purpose you told the retailer about before buying.
• ART – And last a Reasonable length of Time: Products should last a reasonable amount of time, which can extend well beyond a standard 12-month manufacturer's warranty. [1, 2, 3, 4, 5]

Under these rules, your legal contract and rights are always with the retailer who sold you the item, not the manufacturer. If you reject a faulty item within the first 30 days, you are legally entitled to a full refund. After 30 days, you are entitled to a repair, replacement, or a partial refund. [1, 2, 3, 4]

Silvertabby

https://forums.moneysavingexpert.com/discussion/comment/82009131#Comment_82009131

Not saying this is OP's case, but you are wrong about weight being incidental. Most (if not all) mattress manufacturers warranties only cover 18 to 22 stone per sleeper.