I eventually got a FULL refund on the faulty unwanted bed Bedworld delivered but it was not an easy task. If you are one of the unfortunate customers who fall into this category, keep reading.
Use CONSUMER DIRECT website. It is brilliant for template letters and giving you info on your rights.
Do not accept the nonsense Bedworld tells you about the £49 collection fee. If it's faulty then you're entitled to reject the goods and demand a full refund. Bedworld may ignore this and tell you they can collect part of the item, i.e will collect and refund bedframe, but not mattress as mattress is not faulty - DO NOT ACCEPT THIS EITHER. I spoke to Consumer Direct and they advised that if the bedframe and mattress were ordered together - at the same time, then the court (if necessary) will view this as a package, and you have the right to reject the lot and get a FULL refund - no fees, no deductions.
Bedworld's customer service is bad and my advice is to WRITE LETTERS using CONSUMER DIRECT templates. I began by phoning and emailing them, but this went on for days, then weeks, and I wasn't getting anywhere. It was only when I sent the "Letter before Action" that Bedworld acted and they collected the items and gave me my full refund.
You may have to prepare yourself to complete a small claims court form, but it's not scary. There is a fee that you have to pay the court, but you can claim this back from the company. Thankfully it didn't get to this point with my case as Bedworld eventually phoned me, collected their goods and gave me my full refund but don't expect anything good from this company - They treat you like dirt and I would not have been surprised if they let it go down the small claims track.
Just make sure you know your rights and don't let them bully you!
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