Would you spend a lot of money on a mattress?

We bought a bed with a very expensive ViSpring mattress 5 years ago. It’s medium sprung with natural wool filling. It also weighs a ton which is usually if sign of quality. However both my husband and I agree we get a better nights sleep when on restless nights we have slept in one of the other bedrooms on cheap mattresses. Although it annoys me to replace the expensive mattress having a quality nights sleep is important. However laying on a bed in showrooms for 10 minutes does little to give you a true feeling of the bed. Maybe customers should have a 6 month return policy.

You can return a john Lewis mattress after trying it at home if you don’t like it for no extra cost.

I would not buy John Lewis, my husband and I had a terrible experience with them. They say yopu can return it withn 6 weeks of the sale, but the mattress delivery is only 8 weeks after sale! so we are now stuck with a mattress that is giving us terrible back pain, and John Lewis customer service is doing NOTHING to help us, after we spent £2800!

We had our Vispring for just over year and the springs in the middle of the mattress are completely worn. Personally, this is by far the worst mattress we have bought

KVL- well nobody can accuse you of being “downmarket ” I have seen US versions into many $1000,s and sold by prestiges companies . They used enclosed calico “pocket springs” in multiple form , although I notice a disclaimer in one website showing a cross-section of the mattress saying- quote- not all of our mattresses are “up to the same spec”. At the price , I assume you paid I would be straight back onto the shop you bought it from and the company itself ( England based ) as they certainly have a high reputation to uphold . In engineering terms it points to lesser quality of the steel springs and unless you weigh -30 stone or have kids constantly jumping on it you should have it replaced they have a lot to lose in the advertising world if they dont look after you–think RR motors=Vispring mattresses.

I have only just noticed your comment, Kim. The sale is not complete until you have taken delivery so the time for remedial action does not start until then. I am surprised at your report of john Lewis’s response to your complaint. Have you been into a store to speak to a senior partner in the bedding department? I feel they would be more understanding and helpful than someone in customer service. It might now be too late to have the mattress replaced free of charge but they might be able to give you some useful advice and assist you in some way. They should at least examine the mattress and see if there is a manufacturing fault causing you pain. Check Which?s guide to the Consumer Rights Act.

Vispring have a lifetime guarntee on their mattresses – or so they always say? I believe
you can also change it too within a short period after purchase if it is too hard to soft.
You should be able to have it replaced. Trading standards also say what you purchase
has to be fit for purpose so you have that too? I would not let it go if I were you. Good
luck. M

Apparently there is a cost for returning large items that were delivered as a 2 man delivery.
They charge £29.95

I@ve just returned a Dunlopillo Royal Sovereign mattress to John Lewis, within 30 days. They weren’t going to take it back because it wasn’t in the plastic delivery cover. After two phone calls, in which I explained that nobody keeps the plastic cover o and a second refusal from them, I mentioned the Small claims court, as there is nothing in their terms to say mattresses can’t go back —–and suddenly they were arranging a pick up date! I just paid £29, which is better than losing £1, 300! Keep trying—-they have to do something and don’t accept the first answer. Good luck!

Apparently not. Been back to John Lewis for the 5th time regarding a very lumpy /uncomfortable mattress that I purchased price £1500. Was told to try the mattress for 3 months – which I did. John Lewis have since sent a mattress inspector to my home to inspect the mattress from the company that make them. He’s report states mattress not faulty ?? John Lewis comment today “We do not exchange/replace mattress that are not proven faulty”. So much for customer satisfaction I must continue to sleep on an extremely uncomfortable mattress .. Causing back/hip/shoulder pain. The mattress was a Natural Collection 12000 pocket sprung (medium) .. Not cheap at £1500. Go to Ikea !

We had a very similar experience – a Hypnos mattress including a “solotex” topper for extra comfort. It was too soft and hence hot to sleep on, from day 1. Two and a half years later, it has sagged like yours to a softness totally unlike the mattress in the shop.

I bought a 4ft. Hypnos pillow top alto divan bed, which cost around £1200.00. After a few weeks I began having unbelievable hip pain each night, so much so that I took pain killers before I went to bed. The mattress also started sagging in the middle even though I turned it on a weekly basis. After leaving feedback on the Hypnos Facebook page I was asked by Hypnos to send them a PM, which I did and was then asked to contact the retailer who sold me the bed..I contacted them, they sent someone out to look at my bed. He thought the sagging and loose tufts were unacceptable. Hypnos then sent out one of their reps who put a straight edge across the bed and said it was sagging by 4 cms and that the allowed maximum sag was 3 cms after 6 months, mine bed was 3 months old. After waiting for Hypnos to contact me as they said they would but didn’t, I left more feedback on their facebook page and within 5 mins someone telephoned me. They agreed to exchange my mattress, which they did after around 3 weeks. The centre section of the new mattress was so hard and felt as though it had a wooden box fitted into it.. I have persevered with it and after around 4 weeks or so it is beginning to soften up gradually.. I rotate the mattress weekly and am hoping that during the next few weeks it becomes more comfortable. I don’t recommend Hypnos beds and wish I hadn’t spent my hard earned cash on one.

Hi
We have had the same problem with a hump in the middle of the mattress and that feeling of falling out of bed. We also had the bed inspected by an “independent inspector” after complaining to the retailer. The rather laughable report said that the bed was within normal tolerances and therefore they couldn`t do any more for us. We decided to do a little independent research of our own and discovered a firm called furniture reports (just google) and employed them to produce a proper report. Result, we now know that we`re not going mad. Ours is a very bad bed. We are now , with the help of a proper report in the process of recovering the full price of the bed(over £2500) and the cost of the inspection and report from our credit card company as a section 75 complaint. Do not give up even if you didn`t buy on a credit card. These independent and trusted inspectors can support your case to the small claims court if needed. Do not let these people get away with selling substandard products and then sending a chap with a piece of string and 2 beanbags to make you feel stupid. Good luck to you and don’t give up.

Iain, you could ask Hypnos what the specification they use is and what degree of sag is within their tolerances. I cannot see a British Standard for other than flammability and suchlike.

Same for us with a Hypnos mattress, a technician came over too and concluded that the mattress was ok. Myself and my wife were wondering if it was our fault for not turning the mattress over enough.

Hi If you are still looking for a replacement Vispring – I have one for sale – it’s a 4’6″ and is probably a medium softness. My uncle bought it just over a year ago for over£1800 but had to go into hospital a few weeks after – he never went back to his own home so it has been in secure dry storage ever since. If you are interested I will confirm details – please make me an offer

Hello Lynette, is your mattress still for sale please? If so, how do I contact you.

hello do you still have the mattress?

Without a doubt the best mattresses that money can buy, a true investment!

Yes Barbra not cheap beds , watched their video , very “syrupy ” . They might cost a fortune but as a down to earth ex engineer I dont like their springing called “pocket springs ” looking at them they seem too weak and are joined in two parts by a weak stretched coil . These springs are not logical in the engineering sense they are weak overall and that is why they need to be individually supported by what looks like synthetic fibre pillars . These pillars are the same idea that is used in cheap mattresses to save money in buying steel springs but the small print says they have a limited life cycle . I have spent decades going to household and antique auctions and I cant see past the old strong steel spring mattresses that last many decades, although I realise people dont want old mattresses for hygiene reasons I am only pointing out the different engineering qualities . I was one of the first people who bought the “new ” Slumberland posture spring mattress way back , in I think , the late 60,s and it was only at my wife,s insistence that I replaced it , they still make it. But my earlier life was the old fashioned “built like a battleship” steel spring mattresses which refused to “cave in ” . What your problem shows is what I think that the springs rely on the fibre inserts for support and they definitely arent long lasting . You have a legitimate complaint and at a £1000 and advertised as “being used by HM Queen Elizabeth ” this product falls way below the “Imperial ” advertising standards they have on their website . Contact the CEO .

I have the Vi Spring Baronet which has got a pronounced hump in the middle of the mattress now after 19 years. Did you put your new Herald mattress on the old divan base or buy the whole mattress and divan base again from new? Your reply would be appreciated as I’m in a dilemma over whether to use the base again.

Please don’t reuse the old base as if you have a hump in the mattress that will be mirrored in the base and any new mattress will follow the same lines. Plus, Vispring Lifetime guarantee will be void if used on an old base

We bought new divan bases both times. However, this time we have put the old divan base in the spare bedroom and put a new Hypnos pocket sprung mattress on top. Our new Vi-Spring Herald is just as fabulous as the 2 previous ones.
Sorry about the reply delay.