Faulty Matress from Bensons Beds ( Creaky and noisy )

[oris]

We purchased a bed  and mattress from  the Bespoke Range at Bensons Beds in November 2020. The mattress is turned regularly as advised ,but we have noticed that the mattress has dipped and leaves the shape of where we have been lying,  this has been explained to Bensons and they have asked that we take photos and send them through

 

we used a spirit level to highlight the fault, in addition to this the mattress creaks at the side and at the foot of the mattress. This bed was quite expensive and so we were not expecting this to happen.

 

I have contacted Bensons customer service explaining the situation to them ,only to be told that We would need to contact an Independent Engineer to inspect the bed. This is to be at our cost .  Should the engineer deem the bed faulty then they would replace the mattress. The Bed has a 25 year  guarantee

and looks like something we have had for half that time.

 

Can you please suggest which would be the best way to move forward and get this matter resolved 

 

 

Edited September 21, 2021 by dx100uk
spelling/spacing

[dx100uk]

forget the guarantee, totally worthless, no guarantee or warranty is even worth the paper it's written on.

 

under the consumer rights act 2015, bensons are quite correct that outside of 6mts, it is down to the consumer to get and pay for an independent report upon any issues. this cost will be refunded upon your win.

 

also under CRA a 'product' should last a consummate period of time, upto 6yrs typically or even beyond, one would expect a mattress to not to have issues after a mere 10mts.