Company being difficult about refunding a 2200 quid mattress, yes over two grand!

[Pattiesc]

A certain company goes on about their amazing mattresses and their money back trial. So seeing as I'm a bad sleeper I took them up on it.

I found it to be OK, but so not worth the money. So I sent it back. Apparently now they won't issue a refund as the mattress is not in resalable condition. It looked fine to me, used the protector but was difficult to wrap it all back up in plastic.

Aibu to think they should just pay me back? The seem like con artists to me, doubt it cost more than 50 quid to make the foam thing!

Did they provide Ts and Cs for the money back guarantee? As long as you met their criteria, then they should refund, but how long was the trial for?

Tempur I assume?

My MIL splashed out on 3 of these for her bedrooms. Having slept in one I found it far more uncomfortable than my traditional (but good quality) sprung mattress (as did DH).

She loves it though....but maybe that's partly because admitting it wasn't as good as hoped would be a very expensive mistake.

I think you need to read the small print in your case. You may well find that you have a clause about original packaging...

That said, if it is in good condition you might want to contact trading standards, especially if the packaging it was sent in was impossible to remove intact in the first place.

If all else fails you could contact the Daily Fail with a "sad face" story

If it was damage in transit because it wasn't wrapped up properly you will struggle, they're going to be very strict on Ts and Cs at that price.

Have you asked for evidence it's current condition?

Will they be sending it back to you?

I suspect there will be something in the small print, but it might be worth talking to Trading Standards about misleading advertising.

Ask for an explanation from them as if it's a 90 day guarantee (for arguments sake) how are you meant to have preserved the original packing for that long?

Fwiw tempur are shit. Pocket sprung all the way for me (as someone with severe pain issues)

I was thinking that - if it was a 90 day guarantee, then it's one thing to expect it to be packed properly, but it's quite another to expect another customer to accept a mattress that's been slept on for three months as 'new'.

Then they shouldn't offer a money back trial! That's what OP contracted for. They should refund her.

Do they resell the mattress as new after someone's been using it for up to 3 months?

That's what I'm thinking ender - sounds like a minging system and one which relies on most people being unable to claim any refund due to clauses in the guarantee which make it impossible to meet their criteria.

uk.tempur.com/customer-support/terms-and-conditions.html

Section 16 covers returns policy.

How can you have a money back trial if you dont sleep on it. Who has the mattress now. Contact trading standards. Check t and c.

Check the small print and talk to trading standards.

If they were automatically refusing all initial refund requests and only pay up after the customer contacted them several times I'd imagine that a good percentage of people wouldn't bother fighting them and would give up. That might save a company a lot of money. Of course no company would be that unethical ...

Their T&Cs state it needs to be returned in adequate packaging and requests you to keep your original packaging or contact them to order more, which they will provide for £25.

Are they the T&Cs you agreed too?

Are they claiming the mattress was damaged or soiled?

Did you arrange a courier for the return, and if so, was it adequately insured?