Mattress Help

[Stressedandtiredx]

A little while ago I had a thread about my mattress that was completely unusable after 4 months. I was advised to use chargeback to help me get my money back. The bank, however, cannot help.
I finally got an email back after sending photos and they said their policy is now to have someone come out and assess why this has happened and they would be in touch with me soon. I have an elderly member of my household who is shielding due to ongoing medical treatment and I cannot be around to facilitate contact due to working hours. I called to explain the situation and ask if their was another way they could do it and got a really unhelpful and dismissive comment about company policy.
I really don't know what to do? Can the company do this? They have messed me around since June. Should I just write it off and get another mattress? I do know that if they come in to assess the mattress they will take precautions etc but I really don't want the added risk to my family member right now.
I have had a look a consumer rights but I am not sure they have broken anything.
Any help would be appreciated.

I get that it’s frustrating but I think it’s understandable they want to assess the item. I have a very vulnerable person so I understand your concerns - I had to book time off work for a cooker repair so my vulnerable person didn’t have to deal with the engineer.
If you don’t want to book time off can your at risk person stay in one room and someone else let the assessor in?

Unfortunately it is just me and my mum at the moment as partner is away. At the moment I’m not able to book leave and I don’t want to pull a sickie.
I totally get they need to assess it but I just wish they where a bit more flexible. I ask if we could do it outside or they could take it away to look at it as they said they would need to do a number of test and be here for an extended amount of time.
I do get that I might sound a bit precious about the situation but it was made clear that my mum was to completely isolate till her immune system is back

Its tricky, but I think you need to decide how much you want the refund. If you want the refund, you need to work on their terms. If you don't want them in your house then you need to write off the money.
You can't expect them to not follow procedures because of your mum, they don't know you, or if you're a scammer and I expect a lot of people will be saying rightly or wrongly something similar to you.