Sleepmasters

We recently (on boxing day sale) bought a bedstead and mattress from Sleepmasters. It was delivered on 20−01−10 and the mattress has caused us nothing more than severe back aches, neck aches and sleepless nights.
We got Sensaform Cirrus 2000 mattress, which we were told had been specially designed for extra comfort. However, from the very first night, we have experienced ‘comfort’ replaced by ‘back and neck aches’ to say the least. We normally are very athletic and have never come across back or neck problems. Even our 8 year old son has now developed a back ache because of this mattress.
I contacted sleepmasters last week, and they suggested that they don’t undertake any returns and refunds (something we were not made aware of when we were purchasing the mattress). On speaking to them, they say that the only option I have is (upto 6 weeks of delivery) to exchange it with any other mattress and if i thought the product was faulty, i would have to wait for minimum 3 months — before i could raise it as faulty, and by then I would loose my option of exchange also if product is ‘deemed’ not faulty.
If we wanted to go ahead with exchange in initial 6 weeks period, they will charge 10% of original mattress price + delivery charges and won’t refund any price difference if we chose any cheaper mattress. We got this mattress for £950 so in nut shell it will cost us another £130 to get this faulty product exchanged.
We find this to be a complete violation of our Statutory rights and against the Sale of Goods Act 1979 as the mattress is not fit for purpose made known.
We have now contacted Consumer Direct, and if Sleepmasters don’t refund our full money soon we will also also contact trading standards and legally challenge them if need be. We will not let them go scot-​free for the awful products they sell.

We bought a sensaform mattress from Sleepmasters too. We’ve had nothing but painful backs and broken sleep since. They won’t replace it because we didn’t buy a base from them even though we were asked to send a photo proving our base was sound. Like the above review, we weren’t able to follow step 2 of their own complaints procedure. I was not allowed to speak to a supervisor and was just told they’d say the same thing. We thought it useless to go to step 3 and write a complaint as it says it just gets passed onto another customer services representative who has yet to listen to your complaint. One person said she’d speak to the supplier to see if they could do anything for us. When she got back to me she said as a good will gesture if we paid another £120 we could choose another mattress but if it was a cheaper one we’d still have to pay it! I then said are you now going to speak to the supplier to which she replied «why would I do that?» Nice. DON’T GO TO SLEEPMASTERS!!!