Question about faulty Mattress

rms1

tomtontom wrote: »

That has a 2400 spring count, they do have two similar beds but they are more expensive (Hypnos brand). The old model is available on ebay for £550 if you did want the same.

Whatever you get from Dreams is going to be a goodwill gesture. Let us know how you get on.

Thanks for that I will keep you posted.

rms1

I think you are missing the point completely. It was the Dreams recommended inspector that provided the report. I didn't post the entire findings here, they went on to explain how in their opinion the foam that was used was faulty from the start and what happened was inevitable. How can wear and tear possibly come into the equation after such a short time. Who would expect a mattress costing £1200 to have any wear and tear. Our mattresses in the past have lasted at least 12 years.

I fail to see how we have been difficult to deal with, we have done nothing wrong. We purchased a bed which we were delighted with, the mattress went faulty and the replacement gives my wife backache and you think we should just put up with it. Who mentioned anything about the price not being right.

Are you honestly saying that if you were in my position, you would just put this all down to a bad experience, bin the mattress and start again £1200 out of pocket because Dreams have fulfilled their obligations, I really can't believe you would.

wealdroam

rms1 wrote: »

I think you are missing the point completely. It was the Dreams recommended inspector that provided the report. I didn't post the entire findings here, they went on to explain how in their opinion the foam that was used was faulty from the start and what happened was inevitable. How can wear and tear possibly come into the equation after such a short time. Who would expect a mattress costing £1200 to have any wear and tear. Our mattresses in the past have lasted at least 12 years.

I fail to see how we have been difficult to deal with, we have done nothing wrong. We purchased a bed which we were delighted with, the mattress went faulty and the replacement gives my wife backache and you think we should just put up with it. Who mentioned anything about the price not being right.

Are you honestly saying that if you were in my position, you would just put this all down to a bad experience, bin the mattress and start again £1200 out of pocket because Dreams have fulfilled their obligations, I really can't believe you would.

In fairness, you state in your opening post that "the bed had a manufacturing fault and should be replaced".

You were then asked to confirm that the report showed an inherent fault.

Apparently in answer to this, you then quoted a part of the report: "One inspection, I found dips to both sides of 50mm. There is a ridge formed through the centre of the mattress. The top foam in areas where the customers sleep has lost 60% of it's density. No fix is available and the customer is waiting for further insructions".

That extract does not confirm that the mattress (or bed) is inherently faulty, and I would suggest it was entirely reasonable for daytona0 to conclude that your report did not state that there was an inherent fault.

NotRichAtAll

rms1 wrote: »

I think you are missing the point completely. It was the Dreams recommended inspector that provided the report. I didn't post the entire findings here, they went on to explain how in their opinion the foam that was used was faulty from the start and what happened was inevitable. How can wear and tear possibly come into the equation after such a short time. Who would expect a mattress costing £1200 to have any wear and tear. Our mattresses in the past have lasted at least 12 years.

I fail to see how we have been difficult to deal with, we have done nothing wrong. We purchased a bed which we were delighted with, the mattress went faulty and the replacement gives my wife backache and you think we should just put up with it. Who mentioned anything about the price not being right.

Are you honestly saying that if you were in my position, you would just put this all down to a bad experience, bin the mattress and start again £1200 out of pocket because Dreams have fulfilled their obligations, I really can't believe you would.

there you go your tone has changed in this reply just as i suspect it has with dreams, who probably have already bent over backwards to try and please you.
As for your comment about my financial situation and forum name, don't you worry yourself about me a forum name is just a name as for my finances i am happy where i am.
My last bit of advice is keep the new mattress if you are getting on alright with it and leave the wife on the sofa.

daytona0

rms1 wrote: »

I think you are missing the point completely. It was the Dreams recommended inspector that provided the report. I didn't post the entire findings here, they went on to explain how in their opinion the foam that was used was faulty from the start and what happened was inevitable.

I haven't missed the point, you have.

1. Dreams have quibbled about returning it under SOGA, so something on the fault report has caught their interest.

2. You have gone on to say that they offered a goodwill gesture, which implies that you were unsuccessful in getting a SOGA return, DESPITE meeting the criteria (having a fault report showing inherent fault).

3. You then posted an extract of the fault report which specified the problems WITHOUT giving details on the cause.

You didn't help yourself there mate. Something is smelling a bit fishy about the original (fault) issue, and it is a key part of the puzzle.

How can wear and tear possibly come into the equation after such a short time. Who would expect a mattress costing £1200 to have any wear and tear. Our mattresses in the past have lasted at least 12 years.

Well, firstly you have to prove pretty much everything as it is 6+ months. Secondly, wear and tear is probably not likely but if you use it heavily, or if you mis-use it (putting heavy objects on it?) then maybe.... People (not necessarily you) can do strange things sometimes!

I fail to see how we have been difficult to deal with, we have done nothing wrong. We purchased a bed which we were delighted with, the mattress went faulty and the replacement gives my wife backache and you think we should just put up with it. Who mentioned anything about the price not being right.

I've explained that once before, but it does revolve around the possibility that your SOGA claim has been outright declined. If that is the case then legally you have nothing, and legally Dreamworld don't have to do diddly squat for you. This also links to your comment "we have done nothing wrong" - you're probably right, but you can be in the right and still NOT be entitled to anything

Are you honestly saying that if you were in my position, you would just put this all down to a bad experience, bin the mattress and start again £1200 out of pocket because Dreams have fulfilled their obligations, I really can't believe you would.

I never once mentioned binning the mattress. I twice advised you to consider selling it privately, and I even wrote out a template advert for you. If I have to write it out again then I'll have to charge you 10 pounds for my services But seriously, that is one possible solution because you'll possibly be able to recoup most of the value (if not all of it!). I'd say that it is reasonable to knock off about 15% of the value as you've had it for 15 months (10% a year roughly) and so maybe knock off 100 quid more (along with the 150 you got as a goodwill gesture) if you sell it privately. Job done.

rms1

Thank you again for your input. Like some companies might, they did try to find a way of wriggling out of offering a like for like exchange but on second inspection of the professional report they had no option but to offer a replacement under SOGA and we were initially pleased with the outcome.

Incidentally in response to your comment. All we did was use the bed in a way that most people would us a bed (no heavy objects involved) so it wasn't misused. It was a bad apple and that is all there is to it.

Going back to my original question. We are not happy with the exchange as my wife finds it uncomfortable in fact she has spent last night sleeping on the sofa. All I came here was to ask for an opinion as to where we would stand if we asked for a comfort exchange on the mattress we now have. Dreams offer a 40 day exchange if the customer finds a bed uncomfortable. Although this is not a new purchase, it is a new mattress so I wanted to know where we stood on the comfort exchange. I haven't even asked them yet, they may not even refuse.

I am at my wits end as we have a bed that we can't both sleep on. So far apart from the initial quibbling from a customer service person who obviously wasn't totally clued up about SOGA, we are not in an argument with the company. Not yet anyway.

rms1

NotRichAtAll wrote: »

there you go your tone has changed in this reply just as i suspect it has with dreams, who probably have already bent over backwards to try and please you.
As for your comment about my financial situation and forum name, don't you worry yourself about me a forum name is just a name as for my finances i am happy where i am.
My last bit of advice is keep the new mattress if you are getting on alright with it and leave the wife on the sofa.

You obviously don't read posts correctly, you just jump in without reading the facts and then make juvenile comments.

LilElvis

rms1 wrote: »

Thank you again for your input. Like some companies might, they did try to find a way of wriggling out of offering a like for like exchange but on second inspection of the professional report they had no option but to offer a replacement under SOGA and we were initially pleased with the outcome.

Incidentally in response to your comment. All we did was use the bed in a way that most people would us a bed (no heavy objects involved) so it wasn't misused. It was a bad apple and that is all there is to it.

Going back to my original question. We are not happy with the exchange as my wife finds it uncomfortable in fact she has spent last night sleeping on the sofa. All I came here was to ask for an opinion as to where we would stand if we asked for a comfort exchange on the mattress we now have. Dreams offer a 40 day exchange if the customer finds a bed uncomfortable. Although this is not a new purchase, it is a new mattress so I wanted to know where we stood on the comfort exchange. I haven't even asked them yet, they may not even refuse.

I am at my wits end as we have a bed that we can't both sleep on. So far apart from the initial quibbling from a customer service person who obviously wasn't totally clued up about SOGA, we are not in an argument with the company. Not yet anyway.

Their "comfort exchange" is in addition to your legal rights and is entirely reliant on their terms and conditions.

rms1

Just spoke to Dreams on the phone.

Fair play to them no quibble, comfort exchange offered so all sorted.

nonnatus

Why did you change your User Name half way through the thread??