TL;DR: I bought a mattress for nearly 4,000 PLN. After about a month, permanent indentations appeared. FDM collected the mattress “for repair,” kept it for several days, then sent it back unrepaired and rejected my complaint based on a one-sentence “expert report” with no measurements and no documentation.
I bought an FDM BRAVO multipocket 180x200x30 mattress (listed by them as a model for people over 100 kg). It was used on a bed frame and slats also bought from FDM, so this was not a “wrong base” issue.
What happened
After around one month of use, the mattress developed:
permanent indentations on the sides (they do not disappear after unloading),
uneven edge support / uneven edge response.
In short, it quickly lost comfort and proper support.
Complaint process (short version)
My first reply from FDM was basically a template and didn’t address my actual issue. They wrote about “subjective firmness feeling” and an “indentation in the central part,” even though I reported permanent deformations on the sides.
They accepted the complaint, but pushed the burden of packing onto me. The mattress is 180x200x30 and weighs around 60 kg. First they wanted me to roll it (which is normally done with factory equipment), then they agreed to flat transport, but I still had to wrap it myself in stretch film. They refused to send a transport bag.
Their customer service literally told me that being without a mattress for over a week was not an “excessive inconvenience” because I could sleep on a “blanket, camping mat, or another temporary solution.”
The mattress was supposed to be transported professionally, but it was loaded vertically and bent. After I complained, FDM said they would take photos of its condition when it arrived. I never received any photos.
When the courier marked the shipment as delivered, an FDM employee told me that “delivered” does not necessarily mean delivered. After I contacted the courier company, they confirmed delivery — and suddenly the mattress was “found” in FDM’s warehouse.
They promised a “priority mode” (1–2 business days), but the mattress sat there for almost a week and I was repeatedly refused any clear status update.
The “expert report” and rejection
The mattress was returned to me without repair. Inside, there was a paper titled “Complaint Expert Report.”
The entire “expert report” was one sentence:
“The reported height difference of the mattress is within the standard elasticity tolerance of the components.”
That was it.
No:
measurements,
photos,
methodology,
cited standards,
description of any actions taken (the “actions taken” field was empty).
Before opening the package, I honestly thought they were sending the mattress back repaired.
I asked for documentation – they refused
I requested full documentation from the inspection (photos, measurements, technical basis for the decision). FDM replied that this was their “internal technical documentation” and they were not obligated to share it.
They also changed their narrative during the process:
first it was “everything is within the norm / no defect,”
later they started referring to “sitting on the edge,” even though I only sent edge-sitting photos to show that one side behaved differently than the other.
What matters most to me
This is a mattress marketed for 100+ kg users, and it developed permanent indentations after about a month. That should not happen under normal use.
My biggest issue is not only the product itself, but the way the complaint was handled:
no real documentation,
no meaningful expert assessment,
no repair despite initially stating they would restore the product to conformity.
What I have done so far
reported the case to the Municipal Consumer Ombudsman in Poland,
filed a chargeback request with my bank,
kept the mattress (currently rolled), because shipping such a large item again is expensive and difficult.
Question
Has anyone had a similar experience with FDM (or another mattress company) and a rejected complaint handled like this?
What actually helped in your case:
consumer ombudsman,
chargeback,
consumer protection authority,
court,
independent expert opinion?
https://i.redd.it/i72ohfwitqkg1.png
Posted by Valuable_Bell4595
3 Comments
Where are they located themselves? Did you buy it online? Which platform?
Fucking Dirty Mattresses. Screw that place. They delivered an opened, dirty mattress multiple times to me when I was living in Krakow. No advice, but I share your resentment.
They want you to roll mattress? lol. It’s nearly impossible…