Dream Beds Plc Warranty issue

thejudge1

Hi all,

Firstly I keep reading articles on MSE.com and have only just made the move to register as I think many can learn from my issue.

Here goes, about 2 yrs ago I was looking for a bed stead and mattress from Dreams, I found one just over £1200 and a little more for the two. £700 on the mattress alone. I’m as tight as they come, so put on my haggling face and fired away. I managed to get the price down quite a bit, so lets sign I said. When I was about to sign, I was offered the 10yr guarantee on the mattress for £30. Obviously interested, tell me more, so he went onto say that I could get this guarantee and if anything went manufactory wrong with the mattress I could claim and have it replaced. £30 I said, lets do it, but it wasn’t as easy as that; if I was to take it I would have to give up the discount. Arggh ok!

I signed the deal.

2 yrs later, both my girlfriend and I are complaining of back pain. After looking at the mattress as the cause, we noticed it was dipping in the middle. Excellent, I whipped out the warranty! My god it fine tuned in dreams favour of not paying out;

No stains – check
No damage to cloth – check
Spun/turned on a fortnightly basis – check
And issue reported within a fortnight of discovering the fault – really?...ok check

I posted off my complaint to the address….2 weeks later and no reply, I called dreams, no sorry we haven’t received it. Ok I’ll send again….3 weeks later I called back, sorry we haven’t received your letter (are you for real?) I was now thinking is this Dreams way of stitching me up, as technically they would have to of received it within this fortnight, but no the guy on the phone was happy to assist. A technician was organised and attend the house. He looked at the mattress, took some pictures, but didn’t ask much. Thankfully he pointed out that the mattress was dipping in the middle, excellent he was on our side.

2 weeks later I received a letter from dreams showing the pictures of our mattress and a report from him. The report clearly stated that the mattress was in good condition (no stains, damage, etc) and the mattress was not faulty. Hang on I thought, what happened to the dipping in the middle.

I called dreams customer “I will pretend to help you” services, the lady was polite, a little dim but she was more than happy with the report. When I explained the technician had stated something different that was on the report, she just took it like Mike Tyson. I’m sorry she said that’s the technicians report.
Hang on love; it’s either dreams or the technician that is lying here. Sorry but I can’t help she continued. Hold on, ok, so what you are saying is, because the technician said one thing and the report says another I cannot claim on the warranty? Yes…correct. Ok can I speak to your manager, no sorry she is busy, ok can you ask her to call me back, no sorry. So really i`m left with no option here, I will have to report Dreams to trading standards…ok do what you have to do. (the cheek!):mad:

Right trading standards it is then….to be continued.