We ordered a custom made mattress at a cost of $2029. From the start we felt there something wrong with the mattress, but followed their guidelines and gave ourselves plenty of time to adjust to sleeping on the mattress.
My osteopath commented on the tendon and ligament inflammation and soreness at the base of my back and explained it could only come from a lying position on a mattress.
We called the company, whose assistant store manager agreed something sounded remiss with the product and it would be collected for inspection. It was explained in that call that if NO fault was found we would be charged pick up and delivery. Fault was found and we were not charged.
There was no improvement in the mattress and my back progressively got worse. My osteopath wrote a written statement outlining my pain, the damage and the cause (the mattress).
We phoned again and again were told they would again collect it for inspection and if NO fault was found we would be charged the pick up and delivery fee. Again, fault was found and we were not charged.
The third time we received the bed back it was no better and my back condition worsened. We phoned again and were told they had done all they had to do according to the office of fair trading.
My osteopath wrote an updated account of my condition and treatment costs and we enclosed that in a letter we wrote under the supervision of our lawyer.
They immediately offered us a store credit. We did not want to purchase yet another faulty product from a company that only sells what they make. They sell no other brands.
Our lawyer told us they would make us fight tooth and nail for a refund - in the hope that we would give up and they would not have to pay.
Again, we wrote to them under the supervision of our lawyer and repeated the request for a refund, quoting the legislation covering the office of fair trading.
They did not respond and finally, because I could no longer sleep on the bed, but was on an air mattress in the living room and we could not afford to replace the mattress, we gave up and took the store credit.
The new mattress is no better. They make shoddy products. And have no ethics about how they do business.
Because we accepted the store credit we have no comeback now and are stuck with an inferior product until we can afford to save the purchase amount again.