Mattresses are durable household products meant to last for years with some brands offering a 10-year warranty and free after-sales maintenance. However, the Consumer Council has received nearly 100 complaints so far this year with the most common complaints relating to sagging mattresses. Although some mattress companies offer free repair or even have mattress exchange policy during the warranty period, it is conditional depending on specific terms and conditions (T&Cs). Moreover, the time taken by the shops to retrieve the mattress and issue a refund is often unreasonably long.
In addition, given that the T&Cs of the maintenance agreement are contained in the warranty card attached to the mattress, consumers can only read the T&Cs after delivery of the mattress and even if they have read them, the details of the T&Cs may still give rise to disputes. Consumers should note that whether the mattress can provide suitable support, and whether it is too soft or too hard, is often a subjective matter, which generally is not a valid reason for maintenance or exchange. Manufacturers base their evaluation on objective factors, such as the degree of sagging and faulty springs. Since maintenance T&Cs are invariably subject to restrictions of one kind or another, consumers should avoid having unrealistically high expectations from the marketing slogans, such as “10-year warranty”.
Case 1: The warranty excludes skeleton bed base causing mattress sagging
The complainant bought a spinal protection mattress through a staff association from Company A for $4,811 but 3 months later she found the top end of the mattress sagging. A staff member from Company A was sent to inspect the mattress and concluded that the problem was caused by inadequate support from the skeleton bed base. Since the bed base was not covered in the maintenance scope, the company refused to provide exchange or free repair. The complainant complained that she could only read about the T&Cs contained in the warranty after delivery of the product and the T&Cs had never been brought to her attention during the sale. However, Company A did not accede to her request and so she approached the Council for help. She argued that Company A should clearly display this vital piece of maintenance information for the reference of consumers. Besides, she had already put a plank on the skeleton bed base and asked Company A to follow up on the matter.
The Council separately contacted the staff association’s sales division and Company A. The former claimed that it was responsible only for taking the order and delivering the goods. Company A replied that the mattress sagging problem could only have happened because of the skeleton bed base and reiterated that it was not covered in the warranty, so it refused to provide free repair or exchange. The complainant was advised to seek redress through other channels.
Case 2: Sagging below the warranty requirement, extra charge for mattress filling materials
Two years ago, the complainant bought a double bed mattress with a 10-year warranty from Company B for $49,000 but he recently experienced lower back pain when he woke up, so he asked Company B to send a technician to inspect the mattress. A technician from Company B conducted an inspection which finally concluded that the mattress was relatively soft and in order to strengthen the support, it could either be exchanged for a harder mattress by paying an extra cost or the sagging area could be padded with filling materials.
Later, the complainant received an email from Company B, informing him that mattress softness or hardness was a subjective matter and since the inspection had not found any structural problem involving a production defect, there would be no exchange for a new mattress. He lodged a complaint with the Council, pointing out that the mattress was exorbitantly priced, and that sagging had occurred after two years, so it was clearly not good value for money, contrary to its “10-year warranty” claim. He demanded free repair from the company.
In reply, Company B referred to the mattress warranty, which stipulated that any sagging had to reach 1.5 inches before free repair or exchange could be arranged. In the complainant’s case, no manufacturing or structural defect was found and the actual sagging did not reach the stated extent requiring maintenance. With the Council’s conciliation, Company B agreed to add filling materials or replace the mattress cotton layer at a charge of $2,000 to $3,000. The complainant was still dissatisfied but did not ask the Council to further pursue the matter.
Case 3: Unpleasant odour, poor quality and sagging after 2 days’ use
The complainant ordered a single mattress from Company C for $3,700 but when she opened the package after receiving the mattress, she found it emitting a strong odour of glue. She had tried many different ways but in vain to eliminate the smell. Reluctantly, she tried out the mattress for 2 days but began to feel discomfort and headache because of the unpleasant smell. She also found the mattress sagging in the centre. She contacted Company C but was only told that the glue odour was normal, and it eventually agreed that a technician would be sent to fix the problem.
The technician concluded that there were defective springs in the mattress and suggested complainant to exchange it for the same model, but the complainant had lost confidence in the mattress and requested to pay an extra cost for exchanging to another model. The next day she visited the company showroom and selected another model, for which she agreed to pay the shortfall of $3,000. However, she was told that the new mattress would only arrive 3 months later. The complainant found this unacceptable as the current mattress could no longer be used and demanded an immediate return of the defective product with full refund.
Although Company C agreed to the product return, she was told the refund would take 2 to 3 months. Owing to the unreasonable arrangement, the complainant sought help from the Council. Company C informed the Council that it had contacted the complainant to retrieve the mattress and would arrange a refund to settle the dispute.
When choosing a mattress, consumers should consider their own personal sleeping habits and postures, and carefully read the mattress T&Cs in the warranty, paying particular attention to the following:
- First, ask the salesmen to confirm whether the mattress is suitable for the type of their bed base at home so that it does not affect after-sales maintenance;
- Mattress maintenance warranties are subject to specified conditions and restrictions. Arrangements for free onsite inspection and exchange of the mattress generally have a pre-set time limit, and consumers may have to bear the expenses arising from any inspection, repair or exchange;
- The warranty period generally commences from the day of purchase, but if the delivery is held up because of home refurbishment or other reasons long after the purchase, the validity period of the warranty may not reflect the actual use of the mattress;
- When purchasing a custom-made mattress, ensure it is clearly stated on the sales invoice in respect of the expected delivery date and the alternative arrangements in case of any delay;
- When the mattress is delivered, inspect it immediately, register for maintenance according to the instructions, and contact the shop immediately if any problems are found;
- Take note of the manufacturer’s maintenance guide. For instance, regularly rotate and reverse the mattress and avoid standing or jumping on it to prolong the life of the mattress.
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