Dreams faulty bed

Blondetotty

I had a new Therapur mattress delivered last Monday. By Wednesday evening after two not great nights sleep I noticed that the bed had sunk in the middle. I've taken dated photos with a level pole across the bed which clearly show a large depression in the middle of the mattress.

Dreams store have passed me onto the telephone customer service that want to send a Homeserve furniture restorer out to report whether the matress is a manufacturer fault as apparently my photos and description are not enough for them.

I've explained that I believe under the 30 day right to reject the mattress isn't of satisfactory quality, isn't fit for purpose (we're both rolling into the middle) and isn't as described (doesn't match the level sample mattress in the store). Both the cs operator and her manager are refusing to budge and are demanding the Homeserve report.

My problem is I have zero annual leave left and Homeserve will only do 8am-12 or 1-6pm appts,then obviously I have to wait in for an arranged collection. This will have taken up 3 days of holiday (delivery day) and unpaid leave (Homeserve and day of collection) . I'm furious but I'm not sure where or what I can do about this. I'm assuming I have to take the two days unpaid leave to get it sorted despite the 30 day right to reject goods? Can anyone help shed any light or offer any advice?

Originally I had thought about just going down the replacement 40 night gaurantee and just getting a different mattress but tbh they can go whistle for it now. I'll buy a replacement mattress from John Ryan by Design.
Thanks

neilmcl

They have every right to check that a fault does indeed exist. Bear in mind if you you want to use the 30 day, short term right to reject then the onus will be on you to prove that there is a fault and it is inherent to manufacture.

Blondetotty

Thanks for your response but with all due respect what else could it be barring a fault if the mattress has a 1.5 inch depression in the middle after 2 nights sleeping in it. I'm a 5ft nothing bird, not the Hulk and even if I slept in the middle, which I don't, I don't think any normal customer would expect that to happen after a few years let alone 2 nights.
I can't see how it can be anything but a fault. I don't have kids that have trashed it, I've not let a pet elephant sleep in it, and my boyfriend and I haven't had a 48 on the same spot sex marathon.
I'm purely frustrated that I'm having to take 3 days leave to sort this out when all I'm guilty of is having poor judgement in picking a bed supplier.

CardinalWolsey

Blondetotty wrote: »

Thanks for your response but with all due respect what else could it be barring a fault if the mattress has a 1.5 inch depression in the middle after 2 nights sleeping in it. I'm a 5ft nothing bird, not the Hulk and even if I slept in the middle, which I don't, I don't think any normal customer would expect that to happen after a few years let alone 2 nights.
I can't see how it can be anything but a fault. I don't have kids that have trashed it, I've not let a pet elephant sleep in it, and my boyfriend and I haven't had a 48 on the same spot sex marathon.
I'm purely frustrated that I'm having to take 3 days leave to sort this out when all I'm guilty of is having poor judgement in picking a bed supplier.

One of the best responses from an OP I've ever read on this site! (Sorry though, can't help with the query).

Blondetotty

CardinalWolsey thanks for actually making me laugh today. Much appreciated, even though you can't help with the response.
Cool name btw!

kazzah

Blondetotty - can you get the mattress to the store ? ( know anyone with a van?) I'm betting that once you unload it at the store and pop it onto a bed and get your stick out to show the depression they MIGHT start to take notice nothing like watching a display of customers complaint to put other shoppers off their purchases.

Blondetotty

Kazzah - Genius idea! I love it. Ty

BorisThomson

Dreams are dire. Taking it to the store is a good idea, but if they insist on an inspection at home then tell you'll be invoicing them for your time, both the inspection day and the collection day.

Oakdene

kazzah wrote: »

Blondetotty - can you get the mattress to the store ? ( know anyone with a van?) I'm betting that once you unload it at the store and pop it onto a bed and get your stick out to show the depression they MIGHT start to take notice nothing like watching a display of customers complaint to put other shoppers off their purchases.

Awww see I filled the rest of that sentance in & thought you were going to say " pop it onto a bed and show them what depression a 48 hour sex marathon would cause" :rotfl::rotfl:

Blondetotty

I want to thank you guys for your responses, they've made me laugh when all I wanted to do was scream at Dreams so thank you.

Blondetotty

I'd just like to give an update because I know I sometimes get frustrated not seeing an outcome.

Dreams sent someone from Homeserve out to me after agreeing to pay me for my time off work if the item was found to be faulty. Homeserve last night looked and measured the bed and even by simply eyeballing it, the engineer said it wasn't right. It in fact measured 5cm sinkage compared to the limit of 2.5cm settlement for my type of mattress aged between 0 and 6 months old. Given I've only had it for 3 weeks now he agreed that it was indeed faulty and sent Dreams the report while he was sat with me.


I'm now waiting on Dreams coming back once they've reviewed the report and to offer me that full refund and inconvenient time off payment!