Ikea Mattress

[Redhelen72]

Bought one 19 months ago, turned on a 3 month basis - when we turned it in Feb we noticed it had a hole on the top side and the material covering it was worn very thin - the mattress is covered by a protector.

As its covered by warranty we reported it to IKEA who have finally responded and said its not a fault its from 'accidental damage' and are refusing to pay out.
Does anyone know if I have a right of appeal ?
Thanks

[davebro]

threaten them with a referral to the small claims court

[douglas9401]

If you like endless email exchanges and sullen insolence at the 'customer service' counter, press on.

[Redhelen72]

But Doug a £300+ mattress should last longer than 18 months

[davebro]

parade outside the store with an appropriate placard?

[rowanwitch]

I would try trading standards first. They will be better placed to tell you if you have a claim. They might be prepared to intervene if they think Ikea are trying to get out of a problem that is their responsibility. However if it's accidental damage then would it be covered by your home contents insurance?

[Redhelen72]

But how can it be accidental damage Rowan, it was protected by a mattress cover, turned as per their instructions and the hole is where himself shoulder would be.
The hole is the size of a fist and all the material around it is worn thin and frayed

[davebro]

Seems pretty obvious it hasn't withstood a main point of wear, poor quality manufacture.

[barry1010]

If I were you I would complain on Twitter - companies really don't like that. On their feed, "So disappointed in your service. I would expect a new mattress to last a lot longer than 19 months, useless warranty."

If no response from that, claim the money back through your credit card company under s.75 if you paid by that method. If not, small claims court.

Take plenty of photos, with a ruler.

[Redhelen72]

Cheers Barry,

Took photos - waited 6 weeks for a response then they just said accidental damage not covered.
As a side issue - used a glass bowl in the micro yesterday that I purchased from them and it exploded - if I had opened the door as soon as it pinged I could have been really hurt - I think their quality is going down hill.

But thanks - I will do the Twitter route and see if I get anywhere

[barry1010]

Quote the law at them - Consumer Rights Act 2015 - goods must be of satisfactory quality and fit for purpose

[Redhelen72]

Hi quick up date.
Went onto social media - Ikea responded but then refused to look at the matter any further as they say the decision had been made that it was accidental/deliberate damage and not a manufacturing quote.
So I replied back thanking them for their time quoted the consumer rights act (thank you Barry) and their turn changed.
They are arranging for Ecomaster to come out and inspect the mattress.

[MissTerious2]

Well done!

[MissTerious2]

I've never bought from or been tempted by IKEA.

[barry1010]

Good! It's a sad state of affairs when you have to battle for your rights with a bit retailer like Ikea, or any business really.

[barry1010]

I have some excellent cookware I bought from Ikea years ago but their furniture has never appealed to me. I've heard good things about their mattresses though

[Redhelen72]

I have several items from ikea and when we moved they did a wonderful buy back scheme.
I currently have both beds and mattresses and all my rugs and dining room furniture from ikea.
The only issue is with this mattress!
We will see what happens

[barry1010]

I've been thinking about your mattress. Take the time to search reviews/complaints about this particular mattress to see if other people have had the same problems - it all helps prove 'inherent fault' and/or 'not of satisfactory quality', 'fit for purpose'.

[Redhelen72]

Cheers mate will do