prabhu r.

Miserable experience. Oct 17 I bought a mattress that cost GBP 650. It was delivered after 5 weeks. I was expecting good customer care but never thought it is going to be miserable. The mattress that was delivered is a faulty one, one side of it is not firm. From day one we started experience back pain and was uncomfortable. I thought it was new so we need some time to feel comfortable and also tried changing the positions for 10 days but it never improved.
So I gave a call to the after sale team to raise a complaint but the response was not good I had to chase them up to book an appointment for the technician to visit home to examine the mattress. After long struggle the technician visited the home and produced the report; when he came home he never asked us anything when but acknowledged the issue.
After few days I received a response from the furniture village with the report saying non-manufacturing fault, they attached the report produced by the technician which was shocking, his justification was below.
"Non manufacturing fault. There is a child cot directly to the side edge of the affected area. I believe customer has been sitting on the side edge for long period of time which has put pressure solely on the affected area allowing the springs to have lost all resilience and support ".
The technician he himself assumed we are sitting on the long side edge of the mattress. My wife is 30 weeks pregnant, everyone knows it is not possible for a pregnant lady to be sitting at one place for longer period of time. I work full time go to office everyday apart from us no other adults are at home. My little one does not sleep on the child cot, I have put the child cot directly to the side edge of the affected area to protect me falling off the bed while sleeping due to the mattress lost its resilience and support.
After receiving the report I contacted the after sale team but they were not supportive, their point of argument is that the report has come out as Non-manufacturing fault. I tried explaining them whatever I have mentioned above but they were not ready to accept it. Right from the beginning they were asking to use the 40 night comfort guarantee which we were not happy because we never wanted to experience another set of troubles but unfortunately we have to take this route.
So I called the store to exchange the mattress when I first checked with them they said they can exchange it. I was relieved to some extent because the mattress is faulty and uncomfortable I wanted to exchange it asap. On 16th Dec I went to the store and tried to exchange it; I found one of the mattress that cost 450 pounds was comfortable since we paid 650 pounds for the previous one we were told the difference will not paid back so we wanted to order a divan set but the request was refused saying only the mattress can be ordered. Finally we gave up and order a mattress only.
The story did not end there, today I got a call from the store saying that we did not buy a mattress protector from them. I managed to explain them I had one already so did not want to buy one from them when I bought the mattress but now they are asking me to send the proof of purchase (Mattress protector). My wife is pregnant I wanted to spend time and support her but because of all these issues we are restless and stressful.
Don't know when and how it is going to get sorted out.