written by MarkMallinder on 31/08/2016
We bought a British Bed Company The Viscount 5' King Size mattress from them in July '16 and contacted them next morning to let them know that there was a problem. The mattress had large depressions where our bodies had been that didn't spring back to normal height even after several hours. These dips were really deep (approx 70mm!).
I was asked to take several photos of the problem and email them to the customer service department. I must have taken about 10 photos from all angles some with spirit levels a rulers showing the shocking degree of sag.
I received a response to my email, who basically fobbed us off telling us that this was just normal settling of the filler material and to try sleeping in other positions of the bed to bring those areas to the same level! (FFS!!!)
We proceeded to have a further series of emails bouncing back and forth where it became clear that this company was doing everything possible to wriggle out of their responsibilities.
I did manage to get a refund in the end, but I had to threaten legal action and getting the credit card company involved before they relented.
What I was most annoyed about is how they tried to make out that my statutory rights were not applicable (not true) and it seemed to me that they were trying to stall for as much time as possible so that the time period for my statutory rights had expired.