"We would not buy anything else from Litvinoff & Fawcett (unless there is a response to this poor review).
We bought a bed base and a mattress from them 30 years ago which lasted us well: so we purchased a replacement mattress eight years ago from them again. It wasn't at all at the same quality level and has deteriorated to the point of needing to be replaced.
Firstly we tried to use their email from the website contact information. It didn't work. We wanted to point out that, on their website, the company say they operate a 10 year guarantee on materials and workmanship and this might mean they would listen more carefully to our dissatisfaction.
So we phoned to ask for an alternative email. Speaking to the representative I decided to mention, rather than email, our sadness at the difference between our later and earlier purchases. He then spent some time saying that our experience could not be a function of poor quality; we had exceeded the nationally recommended 7 year mattress useage; their products were far superior to others being sold and our mattress must have been damaged in use or when moved ( not true).
The phone call reinforced our decision not to buy from Litvinoff & Fawcett again. The representative made no reference to their guarantee. There was no goodwill offer of , say £50 off a new mattress bought from them – with a discussion of what might be the best replacement; or even the offer of simply inspecting the mattress. Any of these might have been a good customer service suggestion.
Caveat Emptor – It seems Litvinoff & Fawcett presently don't care that much."
This reviewer bought a mattress from us 30 years ago and was complaining that a another one bought eight years ago was not as good.
Our manufacturing process and quality control has remained constant and they usually last far longer than the industry standard of seven years.
However there are many factors beyond our control which can affect the lifespan or suitability of a mattress. These may include the occupants' physical weight, medical condition, or how it has been kept.
After attempting to explain that no mattress remains in a permanently 'as new' condition, and not offering to compensate him, the customer terminated the call.
Our guarantee covers all identifiable faults relating to workmanship and components. I am afraid that unless we are provided with concrete evidence of this, those calling us shortly before the guarantee ends expecting or demanding compensation will receive the same firm but polite response.