Dreams - Bed company

marionread

Hi all,

Before Xmas I bought a tempur mattress from Dreams in Knightsbridge.
The mattress cost me £1709 which is a ridiculous amount of money.
As a gisft for my trade the manager of the store gave me 2 tempur pillows to take with me. The delivery was booked for the 9th of January.
I was given the receipt which indicated that the mattress was priced at 1539 and the pillows 170. I didn't think anything at the time and I thought that that was the only way for them to give me the pillows for 'free'.
While on holidays I called Dreams customer services up and amended my order to a bigger size. The agent confirmed that the difference was 200 and i was asked to go to the store and pay the extra.
To cut a very long story short the delivery was cancelled and not amended and as they could not give me a new estimated delivery and as I was sleeping on the floor (new flat) I decided I could not wait till doom's day and after many frustrating conversations with Dreams I demanded a refund. I spoke to Head Office and the person told me that they could not refund me with the whole amount but only with the mattress price (pillows are now used). I told them that if they want to charge me for something they gave me for free they can go ahead.
The lady laughed and said that she would refund me with the whole amount.
Needless to say that I got a refund for the mattress only.
I found their service utterly ridiculous and frustrating and as a matter of principle I believe I should have been refunded with the whole amount.
Can anyone advice?

Thank you and sorry for the essay

somethingcorporate

I think your difficulty will come in proving that the pillows were indeed "free", especially if the paperwork you signed seems to contradict what you are saying.

How did you pay? you may find it quicker and easier to take it up with your credit card company (assuming this is how you paid).

fluffnutter

On a positive note, you had a lucky escape with the tempur mattress. Memory foam makes you sweat like a pig in a sauna.

marionread

I'd have to agree even if i don't like it. But apart from principles I do have Dreams' guarantee (you can hear everytime you call them up) that they record all their calls to and from their company. So last week when I spoke to the person who finally agreed to refund me, she did confirm that she would be refunding me with the whole amount.

fluffnutter

marionread wrote: »

I'd have to agree even if i don't like it. But apart from principles I do have Dreams' guarantee (you can hear everytime you call them up) that they record all their calls to and from their company. So last week when I spoke to the person who finally agreed to refund me, she did confirm that she would be refunding me with the whole amount.

A good result.