I'm hoping for some advice regarding a faulty mattress bought from Bensons.
In a nutshell, the mattress is dipping badly in the middle, has done for a few years but it got progressively worse to the point where I had to contact them.
When I contacted Bensons, they requested I send them photos of the mattress, they then decided that, after looking at the photos, there was no fault. I then queried the decision (as the mattress is so clearly faulty) and they told me to get an inspection done by a furniture technician. So I had a report carried out by Homeserve who concluded that the mattress had a manufacturing fault and faulty springs. From the very beginning I sent Bensons my order number etc so they were fully aware of my order.
I sent the Homeserve report to Bensons, who have came back to me and said that the mattress is out of warranty so they cant act on the report. In a previous email before I had the report carried out, Bensons literally said:
"As the item is over 6 months old, the onus is on the customer to prove a manufacturing fault . If you would like to forward proof obtained from a furniture technician to prove a fault we will gladly look to replace the mattress for you"
What was the point in having me jump through hoops and get a report carried out if they were just going to say this anyway? Can they even do that after they clearly stated that they would replace the mattress if I proved it was faulty?
Any advice would be much appreciated on where I can take it from here.
p.s. I tried posting this in 'Ask' but everytime I clicked 'Ask Question' it just cleared the form and didnt actually post anything.