I emailed in December 2014 in order to raise concerns with customer service that the bed was faulty. Initially the response was that the bed had been “misused” and therefore was not eligible for repair or replacement. This decision was made without any investigation by the manufacturer or MonsterBeds.co.uk, other than the brief description of the fault I outlined in my original email. This immediately concerned me as it seemed dismissive of the problem.
Further to this I was asked to have somebody check on the item in order to ascertain which parts were damaged, which I then forwarded to them by email on 15th January 2015. This stated that I needed 9,10,11,12&13 because the connectors from 10 had faulty welds, which snapped and were now stuck inside 12 & 13. The fact that one faulty weld had given way had caused 9 to bend when the bed was lifted, putting strain on the other 2 faulty welds, which are either in the process of breaking apart or already broken.
On 19th January I was informed that the replacement cost for these items would be £60. I was also informed that your customer service assistant had contacted Trading Standards with regards the issue. I was then given false information by this person on what Trading Standards had said. I was then further informed on 20th January that the guarantee for the bed was with the manufacturer and not MonsterBeds.co.uk, I was further told that as MonsterBeds.co.uk is a “drop ship” company, responsible only for forwarding stock. This, I think, was in order to absolve their company of any responsibility for the issue, or for the cost of replacing the faulty parts.
I have since contacted Trading Standards again, and have discussed a way to move forward with this complaint. I have been informed that my guarantee, and subsequently my rights to repair or replacement, lie with the retailer – MonsterBeds.co.uk, the company that sold me the product – not the manufacturer, and so I must make any claim against them.
Furthermore, under the Sale of Goods Act 1979, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience'. Given that I raised this complaint in December 2014, and it is now nearing February 2015, I have spent almost 2 months sleeping on a mattress on my bedroom floor. I have explained previously that I am 6 months pregnant, and physically disabled. Having to sleep on the floor has caused me an increase in pain and discomfort, for which my GP has expressed severe concern. I’m sure you will agree that this constitutes significant inconvenience.
So far they have ignored the complaint, then picked it up due to me posting on a review website (which they have since reported for being from a non-customer!?), ignored phone calls, ignored emails, and left my pregnant disabled sister sleeping on a mattress like some sort of crack den dweller! What can I do!?