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Original poster

Cot mattress has stained cot - reply from customer services

38 replies

Gigi89x · 11/10/2023 20:41

I purchased a mattress for my baby, the mattress has stained my babies cot purple.

The cot has been lowered down and we can now see a purple mark all across the cot where the mattress was.
This product does not seem suitable for a baby if its releasing purple ink.
Its also ruined the cot , see photos attached

Cot mattress has stained cot - reply from customer services
Cot mattress has stained cot - reply from customer services
OP posts:
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CesareBorgia · 12/10/2023 00:05

Go back and say "if the gap should not exceed 20mm, this means it should not be larger than 20mm".

Topsyturvy78 · 11/10/2023 23:56

Can't really see anything. That's actually good if it's marked it. Show's it a snug fit as it should be. Not really worth complaining about.

Weddingblues23 · 11/10/2023 23:41

Did it stain the sheets? I'm not sure I could really get my panties I'm a bunch over something so minor.

KingsleyBorder · 11/10/2023 22:52

It says that the cover is washable. If you give it a wash that will probably sort out any remaining excess dye.

I’d try barkeeper’s friend on the stained cot bars, failing that touch up with paint.

KingsleyBorder · 11/10/2023 22:49

On the one hand, their reply is very badly drafted and appears to misunderstand what “exceed” means. I also agree it’s not clear what they are offering you.

On the other hand, the stain doesn’t look that bad and I wouldn’t be worrying that a bit of purple dye might harm the child.

Has it stained the inside of your mattress protector and fitted sheets as well?

QuillBill · 11/10/2023 21:26

Their reply is nonsensical. They are trying to tell you it's too close to the edges but I agree with @msbevvy that they seem to have it the wrong way around.

I see from the website it has a five year guarantee.

PosterBoy · 11/10/2023 21:26

I don't think they understand what exceed means.

That's why their reply doesn't make sense.

Unfortunately you need to escalate this to someone who understands difficult words.

Intriguedbythis · 11/10/2023 21:26

Well I wouldn’t personally use something leaking ink or colour with a small tot. Especially as if it’s leaking enough to stain it could transfer on to them. Please try not to worry yourself too much though. I would escalate the complain and demand a refund because I would want a safe mattress. Little Green Sheep do amazing natural ones otherwise get one from somewhere quite stringent on their checks like John Lewis.

that garbled message they sent you wasn’t good enough and was trying to skate over the fact that a baby’s mattress shouldn’t be leaking substances.

good luck ❤️

Original poster
Gigi89x · 11/10/2023 21:20

@Toddlerteaplease it does look worse in real life, not shockingly bad but its more visible in person.

Im more concerned about the leaking purple ink

OP posts:
Toddlerteaplease · 11/10/2023 21:18

Barely visible, so hardly ruined!

Original poster
Gigi89x · 11/10/2023 21:17

Thank you @Kayson and @Intriguedbythis

I just had another thought, the purple side of the mattress is to be used when the baby is a toddler. Would you think this would be a concern?

OP posts:
Intriguedbythis · 11/10/2023 21:12

Yes I agree with the previous poster
my big issue with that would be, why is it leaking colour? Doesn’t seem v safe.

Kayson · 11/10/2023 21:10

I think it's an infuriating response as it makes no sense and just dismisses what you're saying. I would be frustrated. I'm not sure what a reasonable resolution is
I hope the mark comes out for you
I think my main concern would be the chemicals in the mattress

Coffeerum · 11/10/2023 20:57

Gigi89x · 11/10/2023 20:52

I do have a sheet and mattress protector on, why are you assuming i just lay my baby on a mattress with none of the above🙄.

The edges of the mattress are purple hence the staining

Well in your own photo there is no protector and no sheet.

The mark could just be from where the support for the cot was when it was at the higher level.

Either way it’s a total non issue and you’ve blown it massively out of proportion.

HejLittleAppleBlossom · 11/10/2023 20:57

Have you tried to wipe the mark off?

Saschka · 11/10/2023 20:56

WeWereInParis · 11/10/2023 20:51

Their reply is also confusing on what they are offering me?

They're offering you a 15% refund on the cost of the mattress.

Nope, they are offering her 15% off a new one, which she presumably won’t want given it isn’t colourfast.

Imreallytiredandanxioustoday · 11/10/2023 20:56

Bit annoying but it's not ruined the cot. It's hardly noticeable

FieldInWhichFucksAreGrownIsBarren · 11/10/2023 20:56

I mean tbh you can barely see the line so it's hardly ruined the cot. 15% refund is reasonable.

Original poster
Gigi89x · 11/10/2023 20:55

Thank you for your opinions, i wasn't sure if this would be a sufficient response

OP posts:
msbevvy · 11/10/2023 20:55

They seem to have got things the wrong way round they seem to think that "should not exceed" means you should be leaving a gap more than 20 cm. You need to point out their error, preferably to someone higher up.

WeWereInParis · 11/10/2023 20:55

the gap between the mattress and the cot should not exceed 20mm. On the photo showing the mattress inside the cot, it looks to be quite close.

I don't actually understand what they mean here. "Looks to be quite close" - well yes, it should be close, as they've just said.

ChickHenLittle · 11/10/2023 20:54

Gigi89x · 11/10/2023 20:52

I do have a sheet and mattress protector on, why are you assuming i just lay my baby on a mattress with none of the above🙄.

The edges of the mattress are purple hence the staining

I imagine there was confusion as to whether this dye is so strong, it has stained a sheet and mattress protector as well, before reaching the actual cot.

They're offering you 15% of the cost of the mattress refunded, which is more than reasonable IMO.

Original poster
Gigi89x · 11/10/2023 20:52

I do have a sheet and mattress protector on, why are you assuming i just lay my baby on a mattress with none of the above🙄.

The edges of the mattress are purple hence the staining

OP posts:
ToootTooot · 11/10/2023 20:52

I think they are offering you a refund of 15% of the cost of the mattress.

ExtinguishTheLight · 11/10/2023 20:52

What would you call a good resolution to this?