Dreams Mattress developed a fault

Mercedes55

I took my mum shopping for a new mattress for her bed earlier this year and she ordered a fairly expensive one from Dreams.

She paid extra for the scheme they have to exchange a mattress if you aren't happy with it, which is exactly what happened in her case as she found the one she ordered to be too firm.

We arranged for an exchange, although the new mattress was cheaper than the one she was returning, which seems is how this deal works. I think she paid about £850 for the original mattress but the one she exchanged it for was about £800.

This was at the end of March and already the mattress has developed a fault. It has developed an indentation where my mum sleeps, looks like someone has pressed their thumb in it, that kind of size, so it's not huge, but I'm worried it's just going to get worse or develop more faults.

I phoned the Dreams Customer Service number earlier and they said they need to send an engineer round to evaluate the fault and to see if my mum has 'misused' the mattress and then they will send a report off and eventually decide what to do.

I'm a bit concerned about all this as my mum is 94 and doesn't handle this kind of thing well at all. In fact I think she would rather I just leave it and she go out and buy another mattress, which I think is just madness.

Reading up on consumer rights on here it seems to me that as a fault has developed in such a short time that maybe she is entitled to demand a refund based on the fact that you would expect an 8st woman to be able to sleep on a new mattress for more than 3 and half months before it develops a fault.

Any advice would be appreciated

bris

The right to reject in the first instance only lasts 30 days so you are past that now.


You really need to let them inspect it to see their view on it which is their right in any case, even within the first 30 days.


If it doesn't go your way then you are well within your rights to get your own report from an independent expert, the cost of this can be claimed back from the retailer if it goes your way. They can still refuse your report based on their report so after that the courts would decide if you wanted to go that far.


The threat of court using a valid LBA would probably be enough though.