Dreams guarantee

sniggle

Hi
We bought a mattress from Dreams a couple of years ago which came with a 10 year guarantee. The springs in the mattress have gone and the assessor from Dreams has been out to see the bed and has said it needs replacing.
The cost of the bed when we bought it was about £499. Dreams have said we can replace the bed, however they do not stock the same mattress anymore. The equivalent costs £100 more.
Dreams have said that it is our bad luck and we will have to pay the extra £100 towards the new mattress.
Is this right?
It doesnt seem fair that we should have to pay extra for a replacement, on a mattress that only lasted 3 years and came with a ten year guarantee

Many thanks for your help
Ally

Myser

In my experience, Dreams have the most appauling customer service I have come across. They were once listed as being in the top 10 companies for worst customer service in the UK!

Dreams - more like a Nightmare dealing with them!

I suggest you contact the furniture ombudsman:

http://www.thefurnitureombudsman.org/about-us/products-covered

Good luck.....

Hintza

Probably lucky to get anything since they went in to administration in March before being bought out.

Act fast before you get nothing, remember Comet.

sniggle

Oh blimey. Really? I didn't know that

Nile

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

InsideInsurance

sniggle wrote: »

It doesnt seem fair that we should have to pay extra for a replacement, on a mattress that only lasted 3 years and came with a ten year guarantee

You need to read the terms of the guarantee and particularly if its backed by an insurer.

As has been said, the company that sold you the guarantee has gone bust. A new company bought the brand name and took over most of the physical locations but they are not legally the same company.

http://www.moneysavingexpert.com/news/shopping/2013/03/dreams-in-administration-but-orders-and-gift-cards-safe

As it is not the same company you have no legal case against the new company as they didnt take on the former companies liabilities (they bought assets not the company).

In theory you could pursue the former company if its still in its insolvency but as an unsecured creditor you are very low down the pecking list.

The new company is evidently trying to assist the former companies customers as not to damage the goodwill they bought in the brand but that will only go so far.

If the guarantee was insurance backed then you may still have a case against the insurer despite dreams having gone bust.

Hintza

InsideInsurance wrote: »

As it is not the same company you have no legal case against the new company as they didnt take on the former companies liabilities (they bought assets not the company).

We have seen a couple of threads on here where the "new" Dreams seems to have honoured warranties. That is why I made no mention, but perhaps they did take on the liabilities as well?

Amyway I think I would be approaching this with a view of "a bird in the hand..........."

OP find a decent independent shop for beds. We actually bought our mattress from Bedlam Beds (also since gone bust) he used to post on here a few years ago before a big fight and he was booted off.

Anyway the mattress is well made and we are pleased with it but it was not cheap and I fully expect for it to see me out as it is double sided and can be turned. Many modern ones can't and that is why they are cheap and need replaced.

If you want the make just PM me.

InsideInsurance

Hintza wrote: »

We have seen a couple of threads on here where the "new" Dreams seems to have honoured warranties. That is why I made no mention, but perhaps they did take on the liabilities as well?

They didn't but in trimming my post you cut out the section where I said they are choosing to honour many things that they legally dont have to which is presumably not to errode the goodwill that they wanted by buying the "Dreams" brand but it does mean you can only push so far before they revert to the legal response which would be to go after the administrators of the last company etc.