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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
Original poster
Gigi89x · 11/10/2023 20:44

Reply from company

Thanks for contacting us about the SnuzSurface Duo Dual Sided Cot Bed Mattress you've recently purchased. I'm sorry to hear what's happened and I appreciate you letting me know.

After speaking with a member of our Customer Manager Team, we have both taken a look at the photos you've provided and the item isn't faulty.

When looking at the details of the product on our Boots.com website, 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.

In view of the disappointment this may have caused, I am more than happy to offer you a 15% discount on the cost of the product. If you are happy to accept this please do let me know along with the following information:

Delivery and Billing address including postcode
Contact telephone number

OP posts:
Coffeerum · 11/10/2023 20:47

Yabu

Flipflopflopflip · 11/10/2023 20:47

Right, and...?

OP posts:
Coffeerum · 11/10/2023 20:48

Plus why don’t you have a sheet and mattress protector on?

ChickHenLittle · 11/10/2023 20:48

YABU...

henrysugar12 · 11/10/2023 20:49

Did it stain the sheets also?

Lotta0 · 11/10/2023 20:50

They've said you've had it too close. But you have to have them close to prevent a trap risk for baby. They've even written that the gap can't exceed 20mm. I'd say "no, I have complied with the instruction for the product that mattress must fit for and not have a big gap. This product is not fit for purpose if it is leaking colour to surrounding items without a warming. I'm not happy with this answer. Please advise me how to escalate this to a more senior level"

WeWereInParis · 11/10/2023 20:50

I don't understand how it could stain the cot through a sheet (and potentially also a mattress protector)?

Original poster
Gigi89x · 11/10/2023 20:50

Do you think their reply is sufficient? Since there is a big purple line across the middle of the cot. I feel like they're trying to make excuses about the gap in my cot when i have bought the correct size mattress

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

OP posts:
ToootTooot · 11/10/2023 20:51

I wouldn't call the cot ruined.

The sides of that mattress are ridiculously purple.

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.

Coffeerum · 11/10/2023 20:52

Since there is a big purple line across the middle of the cot.

I don’t think many people are going to agree with your perception.

ExtinguishTheLight · 11/10/2023 20:52

What would you call a good resolution to this?

ToootTooot · 11/10/2023 20:52

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

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:
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.

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.

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.

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:
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.

Imreallytiredandanxioustoday · 11/10/2023 20:56

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

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.

HejLittleAppleBlossom · 11/10/2023 20:57

Have you tried to wipe the mark off?

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.