Problem with Dreams customer service re: mattress

cs95aam

Hi everybody,

I purchased a Dreams Sicily Rest Assurred mattress in August for £800. This includes the 10 year warranty. After about a week into using it it started to sag! I called customer services and somebody came to inspect it and they confirmed it was a defect with the mattress.

They offered to replace it with the same mattress.However, I told them I don't want this kind of mattress anymore. It has this extra layer on top which I suspect had this problem and its just put me off. So they told me I could choose a Rest Assurred mattress of the same or equal value. I went down to the Dreams shop and I thought I'd go for the RA Capri mattress. Currently this is £649 so its cheaper.

I haven't called Dreams customer service yet but I reckon they're gonna be awkward because this mattress is cheaper. I'm also a bit worried about going through the same thing again i.e what if its another bad mattress, but I do need one.

So I'm not sure what to say to them if they refuse to give me this mattress for £649. Am I within my rights to ask for a refund? If they refuse the refund what else can I say? This is the only other mattress I liked in the store.

Thanks

funicular1953

Hi,
If the mattress is faulty, by their own admission, you are entitled to a full refund.

cs95aam

funicular1953 wrote: »

Hi,
If the mattress is faulty, by their own admission, you are entitled to a full refund.

Is there any law or something I can quote to backup what I'm saying?

Tim_Deegan

cs95aam wrote: »

Is there any law or something I can quote to backup what I'm saying?

Just mention the sale of goods act. And say that the mattress is not fit for purpose.

Then do a bit of research on MSE before buying another mattress.