Cot mattress has stained cot - reply from customer services

[Gigi89x]

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

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

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

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?

Barely visible, so hardly ruined!

@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

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 ❤️

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.

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.

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?

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.

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

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.

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