DREAMS beds

Landigirl

On the 16th October we ordered a Tempu mattress from Dreams costing £1697.10. It was delivered on the Monday 30th October. We were advised to put a mattress cover to project it just in case it needs returning. One night after sleeping on it my husband notice that he couldn't move because his lower back had gone. He went to the doctors and told the Dr's said that we had just had a new mattress. They asked what mattress and we told them a Tempu mattress. She suggested going back to Dreams and asking to return the mattress as the Tempu mattress is no good for people who suffer with their backs. She also gave my husband Zapain for the pain. We slept on the sofas in the living room after that night. The smell that is coming off that mattress had made me sick

That afternoon we went to Dreams store room in Wellingborough. They suggested my husband try out mattresses in the store but he couldn't get down on the them. We said we would like a refund as its not good for us. They said it says in the terms and conditions which is on our receipt . Well i said we didn't have a receipt, they said that they had email it to us. I have since learnt that the email address was taken down wrong after my husband had spelt it three time to the lady. The lady in question at the time had her daughter and grandson in the shop while she was dealing with us on the the 16th October. It was her who we dealt with on the 2nd November. She suggested we telephone the Customer service and see what they say. We came up against a brick wall. They kept going on about the Terms and conditions which we signed for and the receipt was emailed (which we are still waiting on). I had told them that my husband has done his back in because of the mattress only to be greeted with "that's his own fault". My husband had to go on the sick due to this as a mobile operations manager and the main bread earner of the house.

We had contacted citizen advice for advice. They suggested writing a letter saying it is "unfit for purpose"which we sent via recorded delivery which head office had to sign for. they helped with the wording in the letter. We had a letter from Dreams saying about their terms and conditions and in terms says we haven't got a leg to stand on. I have been in contact with Peter Casterton at Dreams who wrote the letter back to us. I still haven't received my receipt with T&C's on it. In one email to Peter Casterton I said about there own T&C's and copied and paste which i have done in this email. I haven't heard from him again. I am getting very upset as I have had to pay out a further £600(money that I needed for something else) for another mattress as me or my husband hasn't been able to sleep on in our own bed since 2nd November. The Tempu mattress has been in a mattress cover since 4th November when my own daughter had her mattress delivered from Mattress Man. They put the mattress in the bag for us as they could see that my husband couldn't move. I have asked for the collection of the mattress and refund asap. I am getting no response at all from Dreams.

TAKEN OFF DREAMS SITE
"12. REFUNDS:

12.1 Refunds will be made to You as soon as possible and in any event within a period of 30 days from return of the Goods.

12.2 If Goods have been Delivered, then a refund cannot be made until we have collected the Goods."

Any advise please or if you can deal with it I would be very grateful as I am hitting my head on a brick wall. I can give you copies of every correspondence if its required. I would just like the mattress collected and my refund. It was well in the 30 days when this all started. I have tried going down the right channel now I am turning to you for help please.

I have since heard from Dreams and they have said that because the mattress isn't faulty a refund isn't warranted at this time. However it is unfit for purpose on medical grounds. My husband is a disabled ex serviceman who was in the Falklands WAR. £1679.10 was a awful lot of money to pay out for a mattress that neither he or i can sleep on.

I have since investigated Dreams further and the amount of customers that can't get a refund. I can understand if we have had the mattress for a few years but just ONE day. They penalise all disabled buyers. One customer had a adjustable bed for herself and disabled hubby and a gap had formed on the mattress. When they had contacted Dreams customer service told her to sell it on. They went down the Furniture ombudsman and didn't get anything back from them. I am appalled at this.

If you can advise or even point me in the right direction so I can get my money back, I would be grateful.

At present the mattress is in a bag under our bed! i want it gone! :mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

LilElvis

Sorry, but as the mattress isn't faulty, just unsuitable for you, there is no right to a return or refund other than whatever Dreams offer as part of their own policy.