Wakefit told to replace mattress, pay ₹10,000 compensation
HYDERABAD: The District Consumer Disputes Redressal Commission, Hyderabad has directed Wakefit Innovations to replace a wrongly supplied mattress and pay ₹10,000 as compensation and litigation costs to a Hyderabad consumer, holding the company responsible for deficiency in service.
The commission ordered replacement of the mattress with the correct size on payment of ₹1,500 towards logistics charges by the complainant and return of the incorrect product. The order must be complied with within 45 days, failing which the compensation amount will attract 9% annual interest from January 7, 2026.
Wrong size delivered, complaint raised after long delay
The complainant, Sivaram Aluri, had ordered a Wakefit Orthopaedic Memory Foam Mattress measuring 78 x 60 x 6 inches in April 2022 for ₹9,387. The product was delivered on April 14, 2022, but was unpacked only on September 9, 2023, after the completion of interiors at his new flat.
On opening the package, he found that the mattress supplied measured 72 x 72 inches, which differed from the size ordered. When he contacted Wakefit’s customer support, he was told that the 100-day trial period had expired and replacement was not possible.
Commission weighs delay against company lapse
The complainant later emailed the company seeking replacement, pointing out that the return and replacement policy links on Wakefit’s website were blank. Wakefit responded with a settlement offer proposing replacement after deducting pro-rata usage, outer cover and logistics charges, resulting in a refund of ₹4,011. The complainant agreed to bear only logistics costs, calling other deductions unjustified.
During the proceedings, Wakefit expressed willingness to replace the mattress on receipt of the old one and payment of logistics charges. The commission observed that this indicated acknowledgment of delivery of a wrong-sized product.
While noting the complainant’s delay of 512 days in opening the package, the bench held that Wakefit was not diligent in supplying the correct product. At the same time, it took note of the company’s readiness to replace the mattress even after the delay.
Allowing the complaint in part, the commission ordered replacement of the mattress and awarded ₹10,000 towards compensation and costs.
