Issues when trying to return a mattress?

Recently I tried to return two superking-size beds and mattresses to BedzRus, who initially agreed to a refund, but now will only provide one after they have assessed the beds themselves. The beds stink! They also only agreed to pick the beds up if I accepted their terms regarding the refund being based on their assessment.

I've had to organise the pick-up myself (over £100) via a courier. They were packaged up perfectly in plastic sheeting, but now BedzRus have sent some photos of several strange stains. Because of these stains they are not accepting a return. They have had the beds for over a week and still have not gotten back to me on the disgusting smell issue.

I know these stains were not on the beds when they were sent off. I am also sure they did not happen during delivery, as I helped them on board the van, and the plastic wrapping is so strong that you need a knife to get into it.

Can these guys actually dictate terms like this? Or am I entitled to return the beds? They cost over £1,500.

I would also like to know if anyone has had any dealings similar to this and whether they were sent similar dodgy photos by a retailer claiming the returned beds were damaged.

Seen 5,206 times Last updated Nov 2012

posted
Nov 2012

3 Answers:

oldest newest most voted

Peter C. from Merchantville, NJ

answered Nov 2012

Hi Tim, "Caveat Emptor" applies to consumers buying a mattress in the US. As already noted, taking precautions would have been prudent. Still, it's hard to take an injustice lying down, if that's what it truely is. Investigate your retailer through whatever consumer groups you may have. Find out if they've been accused of pulling a fast one on others. If you come up with this as a modus operandi, you could then have recourse through your local magistrate.

Andrew S. from Myrtle Beach, SC

answered Nov 2012

Hi Tim,

I'm sorry to hear you are having a bad experience with your mattress retailer. Most mattress retailers do not honor returns/refunds period and it's even more unlikely they would give a refund if there are any stains on the mattress. A lot of your situation will depend on how long you have had the mattress sets.

Best case scenario, you would have taken pictures of the mattress sets before you shipped them back so you could show the retailer it was their guys that did the damage/stains and get the highest value back for them. If not, there may not be a whole lot you can do unless you report them to a local chamber of commerce or better business bureau if you have something like that in your area.

It is really important to check into a mattress retailers policies up front so there is less confusion or surprise. I always advocate to buy from a smaller, family owned business in the mattress market because they have more riding on their reputation than a giant franchise where their customers are often policies and not people. A few bad reviews for the smaller shops will make or break a local reputation where as larger chains have lots of money backing them and a few bad reviews don't cut into the amount of advertising they put up.

Ernest S. from Waynesboro, VA

answered Nov 2012

Tim, I'm afraid I have to agree with Andrew. The retailer has no way of knowing where the stains came from just as you have no proof that you didn't do it without photos. You may have some recourse with the courier service. Once more photos would have been nice. As an outsider looking in I am sorry but I can see the merit of both sides.