Bed from Hell Sore back, necks, Headaches

I am writing to formally lodge a complaint regarding a bed I purchased from your store at Festival Mall on 10 September 2025, which was delivered on 12 September 2025.

From the very first night, the mattress caused severe discomfort. My husband and I woke up with sore backs, stiff necks, and headaches. I suffer from a back injury and live with Epilepsy, so restful and supportive sleep is crucial for my health. The mattress is clearly not what was promised or demonstrated in-store, and it is causing me ongoing pain and stress.

We returned to the store on 14 September 2025 to raise our concerns, but the sales consultant (Gertrude) was dismissive and unhelpful. She stated that it was "not her problem" and that we should not expect the firmness of a demo bed to match that of a new bed. This explanation is unacceptable — it implies that the product sold to us will quickly lose firmness and is not fit for purpose, which constitutes misleading sales practices.

We were further told that we could not exchange or return the bed because it has been used. This stance is unreasonable — the only way to determine if a bed is suitable is by sleeping on it. Expecting customers to judge comfort while the bed is still wrapped in plastic is unrealistic.

This experience has left me with increased stress and daily headaches, which severely affect my health and ability to work. It is deeply concerning that many other consumers are raising similar complaints about your stores on HelloPeter, with no action seemingly taken to address the issues.

I am requesting the following:

Immediate collection of the mattress

Either a full refund or an exchange for a bed that meets the specifications promised at the time of sale (I am willing to pay in the difference if necessary)