Kaymed mattress problems

Tracey asked

13th September 2012

Hi John, wonder if you can help. Visited our local bed store looking for a vi-spring mattress, ended up being sold a Raphael gel pocket and memory foam top layer (Kaymed) mattress as being equally good and more comfortable. It was great at the beginning, really comfortable but started deteriorating after about 18 months, now 20 months later has 2″ troughs down both sides and a ridge in the middle, despite turning it as instructed.

It is now so uncomfortable it is causing severe backache. At roughly £3000 for mattress and divan base we are not happy and have complained to the seller. Can you tell me what tolerance for indentation is acceptable on such a mattress?

It would be helpful to have an idea when it comes to be inspected. Thank you in advance for any advice you can give me.

1 Answer

Lee Staff

answered 12 years ago

Hi Tracey.

First of all, it is our opinion that any Kaymed mattress cannot be seen as comparable by any stretch of the imagination to any Vi Spring mattress.

It comes down to your word against the word of the retailer in question that this comparison was actually said and of course your resultant complaint may not hold any justification to what was or was not said. We provide a really detailed guide to mattress settlement here.

No doubt you will receive a visit from a technician to assess the problem.

There are many Independent technicians who have the consumers interests at heart. We always recommend DanCor UK [www.dancoruk.com] as the one who we feel will fight your corner the best they can. Well worth an initial chat.

They were able to get a previous correspondent of ours a full refund on their PSBC mattress after an independent inspection deemed her ‘complaint’ to be settlement (also after 3 years cared for use).

I would also write to Kaymed to express your dissatisfaction [Kaymed Head Office]

Settlement can be gauged by a string test. This requires a weighted string to be draped across the mattress and the depth of settlement measured.

As an indicator – Tempur deems that impressions of less than 2cm does not warrant replacement.

There is also another interesting comment on this site (Kate – About Memory Foam – read here) which may also prove useful to you in your claim.

Our closest comparison: Artisan Sublime

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From what I can see ( I cannot track down the actual specification of the Raphael – so unable to even guess at what has happened) most of the Kaymed Gel mattresses have a ten year warranty on the product so you should be able to justify some sort of claim against this providing it really is a component part that has failed.

Hope this helps Sue.

Please let us know the outcome.

If you require any further assistance please call the office on 0161 437 4419.

Please find our office opening hours here.

Kind Regards John and Ryan.