Expensive faulty mattress...advice needed

A

Armada

Registered User
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575
Hi All,

I took delivery last October of a 6ft Sealy Pillow top Memory Foam sprung bed (mattress and divan base) bought from a large very well known Dublin Store.
6 weeks later I noticed that where my husband and I were sleeping an indentation was forming. I reported this to the store and then to Sealy's Customer Service dept.

Sealy/Silentnight are taking the line that this is normal that the mattress is settling. They have told me it will never revert to being level again... its almost as if there is a wave in the mattress.

The bed cost €4k and now a few months later the best offer I have is that Sealy will not cover this under warranty and the store is offering as a gesture of goodwill to take back the bed but charge a restocking fee of 20% which amounts in this case to €800.

Any suggestions as to where I go from here? I have a really bad back hence the initial investment. I am happy with the bed in general but I can foresee it being unusable in another few months if this situation worsens.
 
Don't forget your contract was with the store where you purchased the bed, not the manufacturer. You should be dealing with the store only. It's up to them to do any negotiating required with the manufacturers.

If the goods are not fit for purpose etc the Sale of Goods Act applies
 
Its definitely a fault. I had exact same issue with an SN mattress, the indentation started to appear after about 7-8 months, I raised it with the shop who gave same responses you got about "natural settlement", so I left it for a while but by 11-12 months it was like the mattress had nearly totally collapsed on one side and this was after it had been turned a couple of times and was for all intents and purposes, unsleepable (is that a word?) in.

Eventually got it sorted by contacting silentnight themselves by emailing them copies of receipts and photos of bed, got a new mattress delivered direct from UK and 3 years later still no "natural settlement" on the replacement mattress. I wouldnt blame the shop for the fault but it is their responsabililty to help with resolution so poor customer care if they dont help .

http://www.silentnight.co.uk/

From their returns policy

If you experience any problems with your new product, in the first instance please contact the retailer from whom the product was purchased - this is where the Contract of Sale lies. Silentnight Beds offers a 5 year warranty with every product; this includes free of charge replacement in the first year with a sliding scale of charges thereafter.
Click to expand...
 
A friend of mine had the exact same problem and got the mattress replaced but only after a lot of hassling.
 
Because this bed is pillow top it cannot be turned..On the mattress there is a label saying it carries a 25 year guarantee and is bulgeproof.

I should add that Silentnight looked at the bed about 2 months ago and more or less said that its normal for a 6ft mattress to do this.

I have issues that when I bought it I was never informed of a potential problem.

The store I bought it from is closing I believe, in August. Their Customer Service dept. is certainly not too efficient at the moment either.
 
hi armada,
sorry to hear about your trouble, unfortunately you have been done, not once but twice,
see im a sealy/silentnight agent ( i wont say what part of the country im in ) they are a complete joke of a company and their m.o is to wear a complainer down . they have gone so bad in recent times that i am actually closing my account with them
i have a fair idea where you bought that bed and you were cleaned there too ( they are in each others pockets so to speak) 4k for a bed ? what model was that ?
if you contact me privately i can give you numbers of who to ring , skip all the bs youll get off reps and shops. let me know anyway if you want
 
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