The mattress I wish I'd never bought from Dreams - The bed specialists!!!

Pheew84

My wife and I purchased a Mattress from the Dreams about 4 years ago, we paid £849 for the mattress alone under the impression that we were investing in a good quality mattress from a reputable retailer that would be comfortable and would last us a long time (8-9 years at least). Unreasonable? - I think not

In the four years since purchasing it, it has developed a severe problem caused dipping/settlement. We called dreams who arranged for a engineer to come out, they also found that the mattress had a 30mm dipping problem caused by settlement but found that the Mattress was "within tolerances" therefore they reported "No Fault" with the mattress.

Thats right, "No Fault"!

The Mattress is no longer comfortable and no longer providing enough support resulting in us having restless nights and waking in the morning with aches and pains and this according to Dreams (and HomeServe, HomeServe being the company that completed the inspection because Dreams aren't actually bed specialists at all! ) this is "normal settlement" and the Mattress isn't faulty. In order for the Mattress to be deemed faulty the mattress would need to have a dip of 40mm (~1.5 inches) or more - I've been informed that these are industry standard tolerances.

So, it would appear that the Mattress we were sold has half the expected life as other mattress in the same price range AND the Rest Assured Guarantee we purchased also isn't worth the paper it is written on as it doesn't actually ‘guarantee our comfort’ at all :T - Well done Dreams

I understand that the Mattress is now 4 years old however, for £849 we could have bought two separate cheaper mattresses that would have been just as comfortable and lasted us much longer that 4 years.I would advise anyone thinking of purchasing a Mattress from Dreams to do just that!! If you put aside the showrooms, salesmen, warranties and their claims to be bed specialists - These guys are salesmen and it turns out the products they are selling are no better than the products you can get from Argos for half the price!

I've contacted the head of customer services, as a goodwill gesture they offered me 20% off the retail price of any new Mattress I buy from dreams :wall: - Given this experience they still expect me to hand over my hard earned cash to them :rotfl::rotfl:

Has anybody heard of these industry standards or know where they would be published? I've emailed the furniture ombudsman however i haven't received a response as yet.

HomeServe_company_representative

Good afternoon,

We have seen your post and would like you to know that we are not associated with this company. Homeserve Furniture Repairs are an independent company and are not related to us.

Kind regards

Dave
Here To Help Team
HomeServe

JJ_Egan

Impression that it would last 9 years is an unreasonable statement .
4/ 5 years life for a mattress is not unreasonable .

But mattress buying is a minefield .
Back pages of this forum are full of mattress posts .

SevenOfNine

We've had our bed about 25 years. We rotate the mattress in all different directions monthly & have always had a mattress cover on it.

It looks great, only just starting to feel a little soft so we should think about replacing it, though no aches/pains from sleeping on it & maybe the slightest 'dip' in it.

I disagree that you should expect 4/5 years from a mattress......that's what people SETTLE for, not the same thing. If modern made stuff wasn't such junk OP should expect 15+ years if it's looked after.

I got that "within factory tolerences" tripe from Sharps when all my white fitted bedroom furniture started to turn yellow. Nowadays it's better to buy less expensive products & change them more often!

Pheew84

Sorry, I've not updated this for a while.

Quick update, after weeks of fighting the findings Dreams have offered a replacement - unfortunately I had to escalate the issue up to the CEO before they finally agreed to this, however I'm glad they eventually made the right decision. They agreed that the mattress should have lasted longer than 4 years and that it was completely unacceptable that I had to escalate the issue to the CEO, the problem should have been easily dealt with from the beginning.

I'm currently awaiting the delivery of the replacement mattress and we are looking forward to a decent nights sleep

photome

JJ_Egan wrote: »

Impression that it would last 9 years is an unreasonable statement .
4/ 5 years life for a mattress is not unreasonable .

But mattress buying is a minefield .
Back pages of this forum are full of mattress posts .

For £849 I think 4 years is unreasonable

Lily-Rose_3

£849! :eek:

For a MATTRESS! :eek:

FWIW, we paid £150 each for 2 mattresses (single bed ones, one for our daughter, one for spare room bed) 7 years ago, and they are still like new. I thought THAT was a lot.

£849 for a mattress!

WHHHHHHHHAAAAAAAAT?! :eek:

Glad you got it sorted though.

BJV

Glad that dreams finically listened to you. Just a shame that you had to take it so far.

TBH If I had paid £800 ish for a mattress I would expect many many years so you where absolutely right.


But good on you!