Sloping mattress from Dreams

salsapixie

We bought a Magenta mattress from Dreams during a sale for £299 (originally £599). 12 months in the mattress started sloping on the edge at the side my husband slept in, and he has fallen out of bed a lot. We have limited space so sharing a bed does involve me climbing over him to get to my side. However, we’ve always done this and it’s never caused this with other mattresses. I’ve turned it several times but not monthly. Who does?
Dreams send Homeserve Furniture Repairs to do an “independent” inspection. The technician didn’t say anything about his findings. However he lied on the report saying findings were discussed and I disagreed. He also said we hadn’t turned the mattress. He didn’t really ask any questions about usage etc, just assumed. I put a review of Homeserve Furniture Repairs on Trustpilot and they flagged it as a fake review and it was removed. I’ve since sent the report to Trustpilot to prove this wasn’t the case.
Since leaving a comment on Facebook, Dreams have offered another “independent” inspection. I really don’t see how the outcome would be any different.
Am I best arranging my own inspection and going to small claims court? I’m not sure whether the argument would be around me climbing over my husband to get into bed would be used. It’s never caused this issue before.

JJ_Egan

Is it worth it for £300 ??you paying for your own inspection that could find you at fault .

salsapixie

I’m not sure. It would be up to £120 plus court fees. It’s more the principle of the thing. A mattress should last longer than 12 months.

JJ_Egan

Any refund would be less usage .
I would see what happens with the other Dreams inspection .

salsapixie

JJ_Egan wrote: »

Any refund would be less usage .
I would see what happens with the other Dreams inspection .

That’s what they’ve finally caved in and offered as a “good Will gesture”, so £207 of the £299 back. I’m happy with that. It will be a credit note, but I’ll steer clear of their own brand mattresses.

DoaM

You don't have to accept a credit note ... you can insist on a refund to the same method as payment.

£207 vs £299 is ~40% reduction ... that's outrageous for a 1 year old product that should have a lifespan of 6-10 years. The refund should be at least £240 IMHO.

salsapixie

Yes I could get inspection and go to small claims court. Ultimately, that is costly and means potentially several more months of my husband falling out of bed. They said this is a goodwill gesture as the inspection didn’t find a fault. I just can’t face months of hassle over another £92. I can use any brand they sell, so won’t be choosing own brand.

Hermione_Granger

DoaM wrote: »

£207 vs £299 is ~40% reduction ... that's outrageous for a 1 year old product that should have a lifespan of 6-10 years. The refund should be at least £240 IMHO.

The reduction of £92 is actually just under 31% which IMO isn't too bad considering that as it currently stands, the OP has no right to a refund of any amount as they haven't proven that the mattress is faulty due to a manufacturing defect and Dreams have a report stating that it's not faulty.

Even though £299 isn't the cheapest price for a double mattress, it's still on the budget end and I wouldn't expect an own brand mattress of this price to have a lifespan of up to 10 years.

lincroft1710

DoaM wrote: »

You don't have to accept a credit note ... you can insist on a refund to the same method as payment.

£207 vs £299 is ~40% reduction ... that's outrageous for a 1 year old product that should have a lifespan of 6-10 years. The refund should be at least £240 IMHO.

It is a "goodwill gesture", so they appear not to be acknowledging a fault and thus no partial refund under CRA, therefore I believe a credit note would not infringe consumer law.

£207 is actually 69% of £299, so only 31% reduction

salsapixie

Went in store to try mattresses. We’ve decided to spend more and get a mattress for about £850, so will get £207 off. Funnily enough, when we went in store one of their own brand mattresses appeared to start to skip just like ours! Definitely not getting their own brand again. The edge support is terrible on all of them.

onwards&upwards

salsapixie wrote: »

We bought a Magenta mattress from Dreams during a sale for £299 (originally £599). he has fallen out of bed a lot. We have limited space so sharing a bed does involve me climbing over him to get to my side.

Sorry, but :rotfl::rotfl::rotfl:

Really?