My Mattress Feels Different From The One In Store
• If the customer is claiming their mattress feel different to the one in store, it’s important that the points listed to the left are made clear to the customer as it could be as simple as the mattress is still settling.
• You can also check what Base or Slat Frame the customer is using. A mattress will feel Firmer on a Solid Slat frame or a Platform Top Divan Base , whereas a mattress would feel Softer on a bed with Sprung Slats or a Sprung Edge Divan , so it’s worth checking what type of base or slat frame the mattress was displayed on in store.
• It can also take a good few weeks to get used to the comfort and feel of a new mattress. Especially if the you’ve been sleeping on your old mattress for a long period of time.
My Mattress Smells
• If a customer reports to you their new mattress is Smelling, Reassure them that this smell is completely Harmless & is just a New Smell. In most cases, the smell will go away by itself and won’t be that potent to most people. However, the smell can take 2-4 weeks to fully disperse. You can recommend stripping the bed & opening a window throughout the day to try and speed up the process.
• There are No harmful chemicals or materials used in our mattresses & they’re all made to UK Fire & Safety Standards . The smell is Not Fire Retardant, this is Odourless.
• When a mattress is made, it’s bagged to prevent contamination & to protect against damage, that means the smells from the materials used within mattress are trapped until the mattress is unwrapped. The smell is a result of volatile organic compounds (VOCs) . VOCs are by-products of mattress manufacturing & while it may smell bad, it is completely harmless & nothing to be concerned by.
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