Dreams mattress

declan37

Hi Everyone,
 We bought a mattress (melody) from our local Dreams shop and it was delivered on the 19th April last Year. .Cutting a long story short the mattress started to sink in the middle around Dec/ Jan and we put up with it until the start of March when it came so uncomfortable to sleep in.

I tried to contact the local shop many times but due to covid 19 they never reopened so last week decided to contact Dreams customer service.

They said the we had to pay £45 to get an independent mattress report to prove it was faulty .

This is the best part their email states (Should a fault be found with the mattress there would be a usage fee worked out for you to reselect to something else)
I never heard anything like it in my life.

At the end of the day it was not fit for purpose and before anyone asks we turned it around like suggested once every 2-3 months.
Any suggestions and why pay a usage fee!
The mattress was over £600
Thanks in advance any advice is more than welcome

LABMAN

declan37 said:

Hi Everyone,
 We bought a mattress (melody) from our local Dreams shop and it was delivered on the 19th April last Year. .Cutting a long story short the mattress started to sink in the middle around Dec/ Jan and we put up with it until the start of March when it came so uncomfortable to sleep in.

I tried to contact the local shop many times but due to covid 19 they never reopened so last week decided to contact Dreams customer service.

They said the we had to pay £45 to get an independent mattress report to prove it was faulty .

This is the best part their email states (Should a fault be found with the mattress there would be a usage fee worked out for you to reselect to something else)
I never heard anything like it in my life.

At the end of the day it was not fit for purpose and before anyone asks we turned it around like suggested once every 2-3 months.
Any suggestions and why pay a usage fee!
The mattress was over £600
Thanks in advance any advice is more than welcome

You may never have heard of it but they can legally charge you a percentage of what you paid for the year of use you have had.

declan37

So this could apply to anything purchased by anyone?, if i bought a TV and within a year it broke I could be charged  a usage fee?
I also have tried and looked up on their website and on google but have not come across anything stating usage fee.
Has anyone ever heard of this? ,as anyone I've asked never or is it just made up to suit themselves and  how does this affect consumer rights?
As i was given this 

Under the Consumer Rights Act 2015, all products sold in the UK (regardless of whether they were bought in-store or online) must be: Of satisfactory quality: the mattress must not be faulty or damaged when you receive it. Fit for purpose: the mattress must be fit for sleeping on, and also suitable for any specific purpose you made known to the retailer before you bought it. As described: the mattress must match any description given to you and any samples shown to you at the time of purchase.

Thanks D

IvanOpinion

declan37 said:

So this could apply to anything purchased by anyone?, if i bought a TV and within a year it broke I could be charged  a usage fee?

Yes and yes.
Purely as an example, if they estimate the lifespan as being 6 years then they can deduct a percentage based on a scale of usage.  So if it lasted one year they may deduct 1/6th, or it could be a bit more or a bit less.  For the first 6 months it is up to the seller to prove there is no inherent fault; after 6 months it is up to the buyer.

Note that if your independent report says that there is not an inherent fault (e.g. it is just fair wear and tear) then the supplier are under no obligation to do anything.

JJ_Egan

<Has anyone ever heard of this? ,>

Its well posted in many many answers in this section .

Usually worded as reduced refund  rather than usage fee .

You have had nearly twelve months use out of the item .

Up to the vendor to refund repair or replace and their choice .

Not sure how independent the report is if Dreams commission it .

declan37

Thank all, received this from Dreams this morning (The usage fee only applies if the mattress is deemed to have a manufacturing fault) why should I pay any fee if its deemed faulty, this gets better and now I am wiser in buying mattress.
Its a bit of a get out clause as if a product is faulty its faulty  no other retailer does this with electric goods etc.

As for (Usually worded as reduced refund  rather than usage fee), im not looking for a refund just a mattress fit for use as I see most mattress are really guaranteed for  5 years upwards and a mattress dips or sinks in the middle before 12 months then there is something badly wrong, non of us sleep in the middle and im 11st my wife is 9.7st so its not a weight issue that has caused it.
We live and learn.

JJ_Egan

<Its a bit of a get out clause as if a product is faulty its faulty  no other retailer does this with electric goods etc.>

Yes they can do under Consumer Law and do at times  .

Suggest you wait and see what the vendor says  and then check with Consumer Rights laws as you don't believe .