Elegant Home Furniture

Wife and I are have back and shoulder pain. They don't guarantee their products – Buyers beware. Beds for Backs Dandenong (Elegant Home Furniture) don't honour your statutory warranty rights under Australian Consumer Law, or even their own in house warranty, which is the Beds for Backs happiness guarantee. Their receipt for the bed purchase acknowledges your rights under Australian Consumer Law, but when you try to talk to them… Read more

about this, they pretend they don't know about Australian Consumer Law. We are now going to Vcat. We wrote to them within their 60 day happiness guarantee and asked to change to a different mattress. They agreed to this verbally, however, when the time came to arrange the details, they kept coming up with excuses. Their head office told us that ONLY if they kept $600 from our purchase, would they allow us to change the mattress. This contravenes consumer rights under Australian Consumer Law, where you are entitled to a refund or replacement for a major problem. They don't want to give a replacement and they don't want to give a refund.

We are now buying a new bed elsewhere. We are forced to store the Elegant Home Furniture's existing bed. We are obliged to go to VCAT to help us with a refund.

To make it clear what consumer rights are, when you buy a product like a bed, you automatically get a warranty under Australian Consumer Law that protects you from major problems with the bed. These protections under Australian Consumer Law cannot be changed, modified or cancelled by Beds for Backs in any way. On our invoice, Beds for Backs acknowledge this by stating that: "Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure." This is correct, and is what they are legally required to display to customers under the government regulations. However, when it comes to making a warranty claim with them, in our case, they strung us along by asking us to wait for the mattress to soften and to become comfortable. They disregard the goverment regulations. We abided by their instructions to see if the mattress would soften, but we reached the point where we are both having pains due to the hard mattress. When we asked for a change of mattress, they tried to get us to change the topper only, despite our original agreement that we would change the mattress for a different type of mattress. Then they wanted to keep $600 for us to change over to a new mattress. It got to the point where we politely asked for a refund. They refused that as well. We wrote to them and put our case to them clearly. They did not have the courtesy to reply to this. Instead they tried to change the topper of our mattress, which is not what we want, and which is not what we are entitled to under Australian Consumer Law. Beds for backs replied to this review on 17/6/24 pretending that the Dandenong Store where we bought our mattress is not Beds for Backs. Beds for Backs are misleading customers by saying this because the Dandenong store advertises themselves as Dandenong Beds for Backs, and the huge sign outside their store says Beds for Backs, and gives the website address for Beds for Backs. This store sells other furniture apart from beds and their paperwork refers to Elegant Home Furniture for the furniture. However, very clearly, they are Beds for Backs. This is further evidence that buyers need to beware of dealing with Beds for Backs. They don't respect customers and don't honour their own guarantees, or the automatic guarantees that all consumers get under Australian Consumer Law. Please find photos attached of the Beds for Backs advertising, that proves that this store is actually a Beds for Backs store.