Complaint about defective box spring

Questioner

On December 28, 2020, we received our box spring with mattresses and topper from Beddenwinkel and put it into use. Now the cover of the hybrid topper is already pilling and cracks are appearing. I have filed a complaint several times by e-mail with photos and the purchase receipt. Each time I received the answer that this is normal, they are user traces according to them. I also mentioned that nothing crazy has happened to the topper and that there is always a molton fitted sheet around it. Apparently they think it is normal that there are already traces of use after 8 months. After seeing the photos I sent, Beddenwinkel suggests that the cracks could be caused by rings, watches or bracelets when changing. However, I explicitly stated in my complaints that no sharp objects have come along the topper. Unfortunately I cannot prove this, but Beddenwinkel cannot prove that the cracks were caused by my own actions either. I have made this clear to them, but they stick to their position that they cannot help me any further. They also do not want to send someone to me to look at the topper, they want to solve it by email. Well that did not work and I do not know how to proceed. It is still a large amount of money. What bad service, I will not recommend this store to others. My solution would be: a new topper or a new ticking. What next?

Lawyer

If a defect appears in a consumer product within six months of the date of purchase; the seller must prove that the defect did not already exist at the time of purchase and/or commissioning. This is legally binding and a reverse burden of proof. In the absence of it, you are entitled to free repair rather than replacement.