To be pissed about my Eve mattress?

[NinjaTurtleMikey]

I bought an Eve mattress in February and by March/April it started to dip! It was on a brand new oak framed bed so no blaming that. Took until a few weeks ago to get it across to their customer service and they sent an “engineer” out. Engineer came over, took a picture of a spirit level on the bed and one of the bed slats. He agreed it had dipped and left.

I then receive an email from Eve to say that they’re glad I signed the paperwork in agreement with the engineer that there was no dip in the mattress. I wasn’t even shown a statement let alone signing one! The response being basically “take us to court then”!

I might add a few points. 1) I weigh 8st and partner 16st - nobody exactly obscenely over weight. 2) the mattress has a removable zip cover, so as the photo was taken from the edge of the bed and the zip pulls the cover tight to the edges it’s not going to show a dip in the middle!

Has anyone had similar with one of these newfangled boxed mattresses? I have musculoskeletal problems and this is not helping.

The engineer did take his shoes off before walking on the carpet though which was nice of him.

Ask for a copy of the agreement they say you have signed, do this by email or in writing, stating what has happened and giving a date for reply (e.g. 5working days). Then go to Trading Standards with copies of the emails/letters.

The “engineer” should have been FIRA registered. He was probably hired in as an independent witness too, so probably doesn’t work for Eve. Can you get his name and contact him? I’d also want to see copies of the paper with your supposed signature.

Engineer was from an independent company, I’ve been sent a copy of the report which doesn’t actually have anywhere to sign or anything to say I’ve been consulted at all

“Oh I’m sorry did I say sign? I meant you ticked it” erm no.

They offered a link to an online dispute thing.

“Our mattress has a 10 year guarantee!”
“I don’t like it.”
“Yes you do!”
“No it’s broken.”
“No it’s not! Glad you love it, bye!”

Could you get someone to order another Eve mattress, take advantage of the 90 day guarantee by sending your dippy mattress to them and you keep the new one?

If your mattress has dipped in first couple of months its not fit for purpose. Ignoring what advertising says you should have six months to be able to exchange without the burden of proof being on you. Obviously you reported within this time looking at your dates - the issue now after six months is any burden of proof is on you now and you have to prove no misuse of mattress or that it isn't a consequence of general wear and tear.
What i would suggest is make a massive nuisance of yourself. If you have paperwork and complaint dated within six months keep quoting that if you can get in tpuch on the phone. If that doesnt work move onto reviewing where you can - one bad review can put the shits up a company.
I'm not familar with the mattress itself but had a quick glance and it shouldn't be dipping under a year. Hope this helps x

They just keep making it seem s if I’m some kind of idiot or I’m making it up! They wanted me to send pictures like with a broom and a bag of sugar at such an angle on the mattress like what? No you jus guarantee and I’m telling you it’s broken! I also said a thousand times that due to the zipped cover you can’t really see the dip, but you can definitely feel it!

OH had to sleep on the sofa for a month to recover from the bloody mattress! And in that time I bed shared with my 8mo and he left a dip in the mattress so tell me how heavy they think this baby is? Obviously he doesn’t sleep on it now

I had to save for ages and £700 is no small fee especially to completely throw down the drain. I’ve been talking to them on and off for so long it’s like talking to a brick wall

I weigh 8st and partner 16st

You want one of those ones they used to advertise with the duckling on one side and the hippo on the other.

The 10 year warranty has specific terms. For a dip to be covered; it needs to have a visible indentation or sag of more than 2.5cm, and the mattress needs to have been used in a supportive foundation. If the mattress is used on a non-compatible base; or a bed stand with more than 70mm between slats, the warranty is void.

Are all of those okay? If so, I would respond and ask under which grounds of the warranty they are rejecting your claim. If you are not taking to them on [email protected]; you need to email them there, that's the only allowable address for warranty claims.

I'd imagine they'll get a new mattress to you pretty quickly. Unfortunately you're not covered for a refund.

It is a bit of a known issue with Eve mattresses that if one of the people sleeping on it is heavier than the other; they do sag and deteriorate faster. The last time I had to look; they recommended no more than a 30% variance in weight. Some people were having some success in switching bed sides each night; to spread out the weight bearing. That might be worth a shot!

Good luck.

We had a similar issue a few years ago. At the time I weighed 15 stone and DH weighed 16. We paid £1000 for our mattress, a complete splurge that we saved for 6 months for because we thought, £100 a year for something really nice. Within a month it was sagging, it was awful, I went to the store to complain and their answer was, if you’re over 14 stone you will ruin the mattress. Ok, so I shouldn’t have been told this was the absolute best option for me then, there just be some recourse, oh no, how would our sales advisor know you were over the maximum weight for the mattress? ... well you assumed so?.. I’m more experienced you see.
I was young and just went home and filled the dip with blankets.

I’ll never buy another expensive mattress.

Would citizens advice bureau help in this sort of thing?

If you bought on credit card you could try to seek redress through your cc bank. Otherwise I would continue to press for an exchange on the grounds that it's not fit for purpose. Given their massive social media presence, I would try tweeting and leaving Facebook messages for them too- unfortunately customer services teams fo seem to prioritise shutting up people who are being a nuisance on their social media pages so you do need to make yourself a bit of a nuisance (annoyingly- you really shouldn't have to!)

Contact watchdog or rip off Britain if you have no luck with the proper channels, these mattresses re so trendy I’m sure they’d jump on the chance to “expose” them

OP, if you want a budget mattress in the meantime, IKEA Hyllestad mattress is comfortable and available in medium firm and firm and £250.

Thank you all for your help, I don’t normally give up but I’m being made to feel an idiot.

The problem is that it’s not visible at 2.5cm unless the top zip comes off - I wonder if that’s why they have it? (Too conspiracy theorist?)

@letsmoveondude that’s awful! You’d think they’d tell everyone about it regardless! I suppose he just wanted to keep his commission.

@craft1905 ha ha I think so!

@mj4j I threw out my IKEA mattress for this one! There was barely anything wrong with it after a decade but I thought I was upgrading 😒

Oh that sucks, OP.

In your shoes I would step up the campaign exponentially.

Send them an email every day (forward the previous one so you have a long chain), tweet them every day. Make yourself an annoying problem that they will want to get off their backs asap.

Use a template from Money Savings expert quoting Section 74 of the Trade Act. You will win!

I ended up needing an ambulance to A&E my back was so bad after sleeping for a few months on a memory foam 'next day' mattress (not Eve, but a Which Best Buy from a well known manufacturer). I would never sleep on a memory foam mattress again if you paid me, I think they are fundamentally flawed, as they immobilise you and prevent you turning and moving naturally in bed (ironically they are often touted with this property as a benefit, like you will sleep better). I now have a John Lewis medium-firm orthopaedic sprung mattress with a fluffy topper on. Cost £500 and worth every penny.

Swipe, I discouraged my mum from buying a Tempur bed and steered her towards trying lots of different mattresses. We tried lots of shops and she plumped for a Hypnos mattress and divan for £1400.

6 months later she still loves it and still thanks me

Go to Trading Standards. I was within my rights for a refund on something I bought but the trader was refusing all requests and even had me escorted from their store Trading Standards visited them and a cheque was in the post same day.

www.gov.uk/find-local-trading-standards-office

If you have evidence that you made the complaint in the warranty period you could complete the paperwork to take them to the small claims court - they aren't going to want the faff so I imagine they will pay you out pretty quickly.

I would address them publicly via Facebook or Twitter (Tweet them or write on their wall - don't private message)

I guarantee they'll up their responses.

Plus memory foam lets off fumes for weeks when it is first removed from the packaging. These next day mattress manufacturers are shysters in my opinion. They are selling something that probably costs in the region of £50 to manufacture, they don't need shops or showrooms. I took a whole day to choose my John Lewis mattress, lying for half an hour on each one. Also John Lewis show you cutaways of what is inside. To my mind, any manufacturer that does not show a cutaway is dishonest. Usually on websites there are 3 or 4 pictures of the same mattress looking nice in a bedroom setting. So what? Who cares what it looks like, it will be covered in bedding FFS. No cutaway, no purchase is my rule.