I am writing to formally request a senior-level review of Allegro’s handling of my complaint concerning a defective mattress purchased through the Allegro platform, and post it public in the forum since the email was bounced back, as well as no direct contact to escalate the issue.
I originally requested a replacement of the defective mattress. However, the seller has proposed repairing the mattress, which would require me to surrender my only mattress for approximately 5–7 days. No alternative mattress or other reasonable solution has been offered during this period.
During my communication with Allegro Customer Care, I was advised that I should proceed with the repair and, in the meantime, sleep on a blanket or mat. I do not consider this to be a reasonable solution given the essential nature and intended purpose of a mattress. A mattress is not an optional household item, and being without one for several days creates a significant and foreseeable inconvenience.
To be clear, I am not refusing the proposed repair. I request that Allegro formally review whether requiring me to surrender my only mattress for 5–7 days without providing any reasonable alternative is consistent with the consumer protection requirements applicable to this transaction, including Article 43d(3) and (4) of the Polish Consumer Rights Act, as far as those provisions apply to my situation.
I therefore respectfully request that this matter be escalated to a senior complaints or legal-review team and that Allegro provide me with a formal written position addressing the following:
- Whether the proposed repair procedure is considered compliant with my statutory consumer rights.
- Whether, given that the repair requires me to be without my only mattress for 5–7 days, Allegro considers the proposed solution proportionate and reasonable.
- Whether Allegro can require the seller to provide an alternative mattress or another reasonable temporary solution for the duration of the repair.
- If Allegro considers that no alternative solution is required, please provide the specific legal basis and reasoning for that position.
I would prefer to resolve this matter directly and comprehensively through Allegro. However, if Allegro cannot provide a satisfactory resolution or formal explanation, I reserve the right to seek assistance through the appropriate consumer protection and dispute-resolution procedures so the matter can be independently reviewed.
I would appreciate a clear written response from the appropriate senior team, rather than a general instruction to proceed with the repair.
Thank you for your attention to this matter. I look forward to receiving Allegro’s formal position.
My Complaint No.:e651c047-5605-4dc5-9309-f46674614bb2
