I purchased a silent night mattress for almost GBP 1,000 in February 2024. I was happy with the mattress initially. Within the first year however I noticed that the mattress was bending in the center. Note that i am a medium weight/ height person, i live alone and i am away with my work almost half of the year. So the matress was not overused. Anyway, i asked for an investigation, they checked and they found the matress was malfunctioning and it was replaced with a new one. The new matress within about 8 months of similar use had the same problem. They emailed me that i can choose another mattress for the same price. However, i did my purchase two years before so i asked them if i could get a sort of a discount as i didn't want to buy the same brand again. Prices two years back are not the same as today and the bad mattress was not my fault. They said they could not so i thought i may as well get a refund and look for a mattress with another company. They said that it is fine and sent me a date to collect the faulty mattress within a week and said they would give me a refund of about GBP 100 less of my original purchase amount! I guess they are expecting me to be sleeping on the floor until i get a new mattress from another company and also accept a refund lower of my purchase. This clearly seems to me that they fix faulty mattresses and they resell them to new customers. I cant believe how possible it is to have two faulty mattress in such a sort period. Clearly it is very frustrating to have to change the mattress every year and i dont feel confident that i will not have the same problem with any other mattress i purchase from this company. The fact that i am not around all year long to be checking that there is not an issue tells me that buying from them i may end with another bad purchase and i may as well have to live with this if i do not notice within 12 months that is the guarantee period. I am very disappointed and this is not a proper customer service.
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For nearly 40 years we’ve been helping the nation find a bed they love. Together with our wonderful Bed Factory in the West Midlands, over 2,000 Bed Experts at 208 stores nationwide, 11 delivery centres, plus our ‘Bedquarters’ team, we’ll make sure you have everything you need for a great night’s sleep.
