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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

I’m looking for advice regarding making a complaint and asking for compensation

22 replies

Overthinker09 · 04/04/2025 17:03

I bought a new divan bed frame and an Eve hybrid pro plus soft mattress from Bensons for Beds a few weeks ago and it was delivered and assembled by them today. After the delivery men had left I noticed that they had sent a medium mattress, I then noticed that they had actually sent the cheaper version of the mattress I ordered. Around £300 difference in price.
I called the delivery men who said they would get it sorted and I got a call from customer services shortly after. They offered apologies and said they would be in touch once they had investigated. I then had a voicemail saying the wrong mattress had been put in the packaging so it my mattress was never on the lorry. They have now said it will be redelivered on 28th April (severs more weeks away) and they I can sleep on the wrong mattress until they can deliver the right one in a few weeks. Am I being unreasonable to think I should be entitled to some compensation as it was fully their error and now I have to wait almost 4 weeks for my correct mattress. I was considering asking if I could buy the medium mattress off them for half price since I would have already slept on it and we could do with a new mattress for our daughter. Any advice would be helpful as I hate to complain and want to make sure that what I am requesting is fair. Thank you

OP posts:

Largestlegocollectionever · 04/04/2025 17:06

So what’s your compensation for?
whilst asking to keep / buy the mattress you’re using now is understandably I think you’re being unreasonable to expect any type of compensation.

PoundlandColumbo · 04/04/2025 17:07

Compensation for what? You're not out of pocket.

Boomer55 · 04/04/2025 17:08

You’ve got a bed and a mattress. What do you think that you’re entitled to compensation for? I would say that you have no chance. 🤷‍♀️

ApolloandDaphne · 04/04/2025 17:10

You have a mattress to sleep on and are getting the correct one soon. I think that is reasonable of the company. If they allow you to buy the wrong one at a good price then you are winning.

FuckYouTony · 04/04/2025 17:10

You're not out of pocket or injured.

You're just annoyed and mildly inconvenienced.

Do you need compensating because your feelings have been hurted? Boo hoo.

AmIthatSpringy · 04/04/2025 17:12

Compensation for what? YABVU

PoundlandColumbo · 04/04/2025 17:16

When I had a new super king size bed delivered a couple of years ago they forgot to bring the mattress full stop. We had to sleep on a double mattress perched on top of a super king bed for three weeks. That was fun. Didn't think of asking for compensation as I wasn't out of pocket.

Waymarked7 · 04/04/2025 17:19

My mum had this and she just kept the other mattress, they didn't want it back.

Original poster

Overthinker09 · 04/04/2025 17:22

Well the compensation would be buying the other mattress at a discount but I see what you mean, I’m not out of pocket.

OP posts:

Original poster

Overthinker09 · 04/04/2025 17:24

FuckYouTony · 04/04/2025 17:10

You're not out of pocket or injured.

You're just annoyed and mildly inconvenienced.

Do you need compensating because your feelings have been hurted? Boo hoo.

Edited

Aggressive much😂get a grip. But I appreciate your opinion Tony 😊

OP posts:

Agenoria · 04/04/2025 17:24

People on MN never understand basic principles regarding compensation. It isn't limited to actual financial loss, but can cover things like pain, inconvenience, distress etc. In this case you would potentially be entitled to something - admittedly not a great deal - for the inconvenience of having to wait around for a second delivery, having to swap over mattresses twice, and potentially any difficulties caused if, for instance, you struggle to sleep on the incorrect mattress or if it causes you pain or anything similar. Further, given the delay in fulfilling the original contract, you could notionally buy the correct mattress elsewhere and expect Bensons to refund what you paid plus any extra if it costs more getting it from another source.

Given that the mattress they have delivered today will in effect be worth nothing to them when they collect it (as no-one is going to buy a used mattress from them), it could be worth your while suggesting that they simply leave it behind.

erinaceus · 04/04/2025 17:25

I think in this situation I would confirm with them that you can keep the wrong mattress and not pay for it at all. Like @Waymarked7 said. I would not see that as compensation so much as just what will happen.

From their POV they’re not going to be able to sell it again after you’ve used it for several weeks, and it will cost them to dispose of it. They might offer to collect it (because if you don’t want it, it is a PITA for you to dispose of it) but you could just say can I keep it.

LongRangeDessertGroup · 04/04/2025 17:26

Don’t ask for compensation or discounts but say you would like to keep the used mattress in light of the inconvenience caused. They might just let you keep it as they can’t sell it to anyone else and it would cost them to dispose of it.

TennesseeStella · 04/04/2025 17:27

Tell them you want to cancel your mattress order and get a refund and see what they say. After all, you already have a mattress...

thesandwich · 04/04/2025 17:29

ChatGPT is great at drafting complaint emails…

Original poster

Overthinker09 · 04/04/2025 17:30

Yes thank you all, I will contact them and discuss as my thought were that if it’s going to go to waste because I’ve slept in it then I’d happily offer to pay half the price for the inconvenience as I bought a soft mattress as this is what a need. A medium mattress feels hard to me because I’m quite a slight person. Maybe my wording was wrong when saying compensation as I don’t want money from them, just the option to buy the used mattress at a discounted price

OP posts:

Goody2ShoesAndTheFilthyBeast · 04/04/2025 17:30

I wouldn't put it as a complaint but I'd certainly ask what they intend to do with the mattress they will collect from you.
I'm sure they'll say they will destroy it (I hope they won't resell it as new anyway!) At which point there's no harm you asking if they'll accept £X for it from you.

Original poster

Overthinker09 · 04/04/2025 17:34

great, I actually prefer idea that as I hate to complain, I just wanted views on whether I would’ve being incredibly cheeky by asking in the first place

OP posts:

Explorer36 · 04/04/2025 17:37

Their response appears perfectly reasonable IMO. Mistakes happen.

Gosh I hate the compo culture we seem to live in!

PinkElephants356 · 04/04/2025 17:59

There’s no way they could sell the mattress now that you will have slept on it, it will be easier and cheaper for you if they let you keep it. I wouldn’t be surprised if that’s what they end up doing anyway.

You could just write them an email and say I assume you don’t want the other mattress back, in which case I will use it for a spare room once I get the correct mattress delivered in a few weeks.

Wolfhat · 04/04/2025 18:03

Absolutely nothing wrong with asking. I've experience on the other side and if someone is nice i was always more than happy to do whatever I could. For me, I'd call (I always, always find that gets me further) and explain the inconvenience but that you would hate to see the mattress discarded and what can they make work.

TheDrunkenClam · 04/04/2025 18:44

Generally it’s recommended to fully air new mattresses to allow for off-gassing so it’s not unreasonable to keep the incorrect mattress whilst your new mattress goes through this process (I worked for a furniture retailer and we used to recommend 24 - 48 hours)
It’s also unlikely that the couriers who deliver the new mattresses will expect to collect the wrong one at the same time. Speak to Bensons to ask what their process is and what they intend to do with the used mattress. I would ALWAYS agree for a customer to keep the wrong one free of charge in these circumstances as 1) it costs to collect and 2) it can’t be resold and 3) it costs to dispose.
A win for everyone if you keep it!

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