I went in a couple times to try some mattresses. As I walked in the Tempur range was upfront and sales guy (who proudly claims he's been selling there for 14 years) introduced them.
The first visit I was quite confused with the range because of the naming conventions and they way the tickets named them also. There were some in a white cover with yellow lining (the Sensation range) and there were some in a nicer white/grey cover with blue lining (the Pro range). I just couldn't get my head around the difference for a while and the sales guy said "they are the same inside and it's just the cover that's different". Myself and my wife were there.
I did some light research however I couldn't find almost any info on the Sensation range (not on their website when you go through products) but a whole heap of Pro's on the Tempur website. The sales guy (two of them - as the second time another guy standing around tried to help me understand) said it's "because only Domayne sell the range and Tempur can't list on their website since not all retailers can sell it". I thought air enough.
So my basis on what I ended up buying is the description of the mattress technology on the listed Pro range which mentions 20% better pressure relief compared to the Original material. So one would think this is the current range. I ended up buying the Sensation range as it was about 25% cheaper than the Pro range. He mentioned the low price "is because they want to help get more people onto Tempur mattresses".
Just before delivery, I was speaking to someone and I thought more about it and dug deeper about the Sensation range. I find it in some 'left over' style pages within the Tempur website that looks like a removed page (which indicated to me it's likely an old product including the web address is a totally different format to that of products on their current range). I further find articles dating back to 2019.
I also start noticing the use of the term Tempur "Advanced" Material on their product descriptions in the Pro range and don't notice this in a number of articles. I've put 2 and 2 together and conclude that the Sensation range is the older version/range than the improved Pro range with the Pro having new improved technology.
I cancelled the order first thing on delivery morning and delivery wasn't made. I called to cancel and was told I had to talk to the original sales guy (who wasn't in on that day). I go into the store (Domayne QV) the next day (Saturday) and tell the guy I'm cancelling as he told me it's the same thing (when it's clearly not). I said "You told me it's the same mattress but just different cover" and he continuously still tells me it's the "same and it's just marketing and they can put whatever they want".
There's been a few to-ing/fro-ing with emails to their office and a call with the sales guy (who still says they're the same and feels I'm just simply blaming him and not taking responsibility) and ultimately they won't let me cancel the order.
I'm not one to buy an older model of something to save some money. I'd rather buy something else that's current (just like my recent Sony TV). My claim all along is that I've been misled. If I knew they were different and it was the older range, no way that transaction would've occurred.
I'm about to lodge a claim with I think it's ACCC or Consumer Affairs and my card company. I actually don't want to be dealing with Domayne anymore for any future purchases - being misled by a so called experienced sales person and then the complaint process being also handled by the sales guy.
What do you think? Do I have a right to cancel?
Dear diary