With a Hypnos mattress guarantee claim it really does seem to be "all about the base" and lots of quibble. It cost over £600, it's just over 2 years old, it came with a 10 year guarantee and still looks as good as new and it has been a real battle to resolve the issue. I would agree with a previous reviewer that the guarantee is not worth a jot, more of a maketing ploy than a genuine consumer protection product. I note there is a clause in the contract that states bases have to be less than 10 years old, which seems arbitrary and irrelevant. They then responded asking for more photos which I have sent. Of course I had in formed the shop that the mattress had been moved and sent photos of our base to show it met the requirements. The next day I heard from the shop who said that the inspector had said the base was inappropriate and attached a photo of the slatted base with ruler showing the gap to be bigger than 3 inches 7.5cm. He said I'd need to discuss that with the shop. Shortly afterwards he emerged with a smile on his face, I suggested that I might want to upgrade to better mattress if my claim was met. Two weeks later he turned up and agreed the mattress was faulty and probably couldn't be repaired, he asked me to leave the room so he could carry on with his work. However, Hypnos wanted another 'independent' inspection. We duly waited for the shop to send out a technician, he agreed there was a problem. (We bought the Hypnos Orthocare 8 thinking it would be an upgrade and do us a long time.) I found my paper work and was pleased to see we had a '10 year guarantee'. I then swapped the mattress with the one in the spare room our previous mattress ( after the JL one) which is a Sealy and although bought in 2016 is as good as new. I reported the issue to the retailer who responded promptly.Due to lockdown no inspection could be carried out for several weeks of course. It wasn't particularly cheap but not a patch on our previous John Lewis mattress as it transpires. We will need to contact the supplier after lockdown to find out what our options are. I now realise that with a 'no turn' you are getting essentially half a mattress, but I digress. We bought a hypnos 'no turn' mattress with a 10 year guarantee it seemed OK at first but after two years we started to find it more and more uncomfortable. Hypnos 10 year guarantee turns out very difficult to claim on. So if you are thinking about a Hypnos mattress please be aware that even top of the range mattresses leave the factory with faults that a ten year old could spot, totally unacceptable even on a £200 mattress let alone one costing ten times that! Would love to hear an explanation! However, the mattress was never returned to Hypnos, it was sold off as a customer trial mattress! (I definitely didn’t try it) Totally surprised that Hypnos didn’t want to see a brand new sub quality mattress which had been inspected on the production line and passed as perfect. So lucky that I did inspect the mattress as I found several faults including a large hole! Mynextmattress collected the mattress a few weeks later and I received a full refund. I recently purchased a Hypnos Willow Natural Sublime Double Mattress RRP £2,331 from Mynextmattress, The mattress arrived quickly after my order was placed, but before the delivery driver left I inspected the mattress just to ensure that there wasn’t any damage which I would be held responsible for at a later date.
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