Dreams won't do anything about my unsatisfactory mattress! Any suggestions

TorThe

We bought an Inner Wisdom ComfortCare made by Kaymed mattress about 3 and a half years ago from Dreams. It came with a 2 year guarantee and 8 year warranty. We paid about £900 for it.
Initially it was great, but now it is soft in channels where we lay and even softer where our bottoms go on the bed. As a result my wife and I wake up with back ache and think it is no longer fit for purpose.
We recieved no guidance on how to look after it but regularly rotate it.
We contacted Kaymed and they referred us back to Dreams.
Dreams have sent round an independent assessor, who observed and verified the issues, but said that that is the way memory foam is.
I have been contacted by Dreams and told that there is no manufacturers fault so they will not be taking any action.
I think this is very poor and have stated that it is no longer fit for purpose whether there is a fault or not.
I cannot find any warranty t&c's anywhere and as I said we were given very little information.
What should I do because I don't want to leave this as it has cost us about £300 per year?
I have said that I would contact Trading Standards, is that the right thing to do here? Any suggestions would be great. Thanks Owen

Tim_Deegan

TorThe wrote: »

We bought an Inner Wisdom ComfortCare made by Kaymed mattress about 3 and a half years ago from Dreams. It came with a 2 year guarantee and 8 year warranty. We paid about £900 for it.
Initially it was great, but now it is soft in channels where we lay and even softer where our bottoms go on the bed. As a result my wife and I wake up with back ache and think it is no longer fit for purpose.
We recieved no guidance on how to look after it but regularly rotate it.
We contacted Kaymed and they referred us back to Dreams.
Dreams have sent round an independent assessor, who observed and verified the issues, but said that that is the way memory foam is.
I have been contacted by Dreams and told that there is no manufacturers fault so they will not be taking any action.
I think this is very poor and have stated that it is no longer fit for purpose whether there is a fault or not.
I cannot find any warranty t&c's anywhere and as I said we were given very little information.
What should I do because I don't want to leave this as it has cost us about £300 per year?
I have said that I would contact Trading Standards, is that the right thing to do here? Any suggestions would be great. Thanks Owen

Yes, contact trading standards, or Consumer Direct as they are called now. Do this straight away to get the ball rolling.

I would have serious doubts about ho independent the engineer is if he said that it is normal.

Also go back to Kaymed and tell them about the response from Dreams. Also tell them that you have contacted trading standards.

Is the mattress reflex foam with memory foam, or sprung with memory foam?

Rbhurjee

We have bought the same mattress just four months ago and having a same problem as described by you, the inspector sent by dreams agreed with us the mattress is sagging but Dreams is saying there is nothing wrong with the mattress and would not do anything about it.

We have stop sleeping on that mattress for last six weeks and have gone back to our old mattress now as we both started to suffered with back ache since we had inner wisdom mattress.

We also purchased 10 years guarantee which is useless to us as Dreams are not listening to our complaint.

I would like to know did you get any joy with dreams to resolved this issue , any advise would be greatly appreciated.

Dreams is worst company we have come across the customer service is non existent.

Thanks

somethingcorporate

The OP of this thread has not made a post in over 2 years, somehow I doubt they will be back to a thread this old.