Wet Mouldy Mattress Topper & Abysmal Customer Service!

2.5 / 5
30% of users recommend this
  • Value For Money

Guest's review of Dormeo UK - www.dormeo.co.uk


“Wet Mouldy Mattress Topper and Abysmal Customer Service!”

Written on: 22/11/2020

Mattress Topper arrived wet and damaged by black/brown mould spotting. This was not a transportation damage issue, as all packaging was in tact as was the polythene vacuum sealed internal bag. The topper was therefore sealed and packed wet!

Dormeo were notified within minutes of the topper being received by telephone and promised a swift solution.

Nothing could be further from the truth. - Firstly, I was asked to email photographs of two cards supposedly enclosed with the topper (in addition to my photos of the damage). - These cards did not exist. Then I was asked to provide photographs of the laundry label? - No explanation given.

My photographs of the laundry label were then rejected on the basis that a teeny weeny number (I wasn't previously told of the existence of this number let alone it's relevance) could not be seen. A further photo was sent showing the batch number. - This was also rejected on the basis that the number now cannot be read. - This number is so small and printed on fabric, which is obviously an uneven surface. - The number can barely be read with naked eye.

In any event, the topper has been rejected in accordance with The Consumer Protection (Distance Selling) Regulations 2000. - Batch numbers are therefore irrelevant to my Statutory Rights. - By Law, Dormeo have to collect the topper at their own expense and refund me. - Nowhere in the legislation is it stated that Dormeo have to be provided with a batch number before they fulfil their obligations under The Consumer Protection (Distance Selling) Regulations 2000!

Dormeo are not answering their phone and the situation is ridiculous. This is now subject of a Resolver Case.

  • Mattress Topper

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