Dreams beds complaint

Mizzi1904

Me and my husband suffer with back and shoulder pain. We went to buy a new mattress in Dreams after our 4 year old 'cheap' one was very hard and uncomfortable. We were expecting £400-£500 for a good one. The sales man showed us his best seller (full price around £1100, sale around £900) and after showing us about 4 other ones convinced us the very expensive one was worth it and would reduce our back pain and a great nights sleep. As we couldn't afford it he offered us it on credit which seemed risky but affordable monthly repayments, and there was 40 days to change our minds, We declined his fancy expensive pillows strangely enough.

We tried it and at around 35 days I phoned for advice as it only seemed marginally better than the old one but they said it would soften up with more use, was fine on our base, and was their best one so would be fine.
Long story short, we put our aches down to the colder weather, getting used to the mattress, and work, and hoped it would soften up. I have started having osteopathy to reduce my back pain and have tried 2 different toppers. We have been on honeymoon on a fantastic mattress, no aches the next day! We even went in my dads static caravan on the 'basic' mattress and even that was more comfortable than the new one and less aches!
I have had more phone calls where they said we shouldn't have been given either that advice in the first place and of course it wouldn't soften up with more use but they wouldn't help! I wrote a letter to the head office, they sent out an inspector from Homeserve to assess it last week, and the dipping is within tolerance (2.5mm out of 3mm) and his lay test was him laying on the mattress for 2 seconds a side, and the report came back to say dipping is fine and we could pay for another inspection or have 20% off a new mattress. But it isn't only 10 months old and it cost us a lot of money!!! We can't afford to spend lots of money on new mattresses every few months!

I believe we have been mis sold the mattress and am fed up with having a achey bits before we are even 30 and bad nights sleep! I thought about going to the furniture ombudsman but another forum said they only deal with faults and I'm not sure the mattress is faulty or just not suitable for us, I'm not an expert in mattresses. One thing I can say is that salesman knew what he was doing.
Any advice very gratefully received.

theonlywayisup

You had a 40 day change of mind clause. You chose to ignore it for whatever reason. Now the mattress is 10 months old it is up to you to prove it was faulty at purchase. You will have to commission your own report to attempt to prove this. If proven, the report cost will down to Dreams.

Mizzi1904

We didn't choose to ignore it, I phoned up and they said it would be fine as it was a very good mattress and it would soften up with use, again advice that was incorrect.
Where can I go to get help with either another report or mis selling clause?

JJ_Egan

Misselling you will have a job to prove that .
Mattress do soften with use eventually thats a fact .


Try Trading Standards/ CAB see if they can help you locate a mattress tester .Though they may well point you to Homeserve .
Your post is a typical bad back product does not suit post .
My suggestion is to buy the caravan mattress or the one from the hotel . But they may turn out to be just as bad with use .

theonlywayisup

Mizzi1904 wrote: »

We didn't choose to ignore it, I phoned up and they said it would be fine as it was a very good mattress and it would soften up with use, again advice that was incorrect.
Where can I go to get help with either another report or mis selling clause?

You didn't reject it within the time given, which is very generous. You slept on it for 35 days and yet believed another 5 days would soften it sufficiently to suit you.

There isn't any mis-selling. There isn't any fault. You disregarded the 'try it or return it' period.

Your only hope is a report to refute their lack of fault analysis and hope of a remedy.