I recommended your company to an OAP couple to purchase a mattress, as I had brought one from yourselves. They purchased the mattress and received it 3-4 weeks ago, it was fine until it developed a big lump in the middle. I suggested they contact your customer service dept which they did, and I feel they haven’t been treated with the respect and dignity they should have. They were told to send the mattress back, well 2 things spring to mind, firstly these mattresses come in a box, secondly they are OAP’s and the husband is disabled and very very poorly, so how on earth is this going to happen? They were promptly told to wrap it because if it was return to your company dirty from transit they would not get a replacement or a refund, how in hells name do you expect a OAP lady to be able to do this on her own? So bless her she’s had to go and purchase at her own expense a full mattress cover to put it in, then to top this your customer service have said that it will take approximately 10 days before you receive it and inspect it, then they will have to wait for your decision before you will either replace or refund them, so this means they are going to have to sleep on the floor for approximately anything upto 3-4 weeks, they are OAP’s and the husband is I repeat DISABLED for goodness sake where is your customer service? All they keep being told is that this is your policy, may I make a suggestion that you review your policy in circumstances like this, you expect a lady on her own of a certain age to be able to do what your asking, I’m sure you have REPS that could quite frankly visit this couple and resolve the problem so that they do not have to SLEEP ON THE FLOOR WHILE YOU SORT THIS MATTER OUT. I feel bad because I recommended your Company to them and this is tragic how it’s turned out, please for goodness sake have some respect for this couple, I await your earliest reply to this matter with great interest. Thank you