Credit agreement with Dreams

scottyr

Last Sunday me and my wife went to dreams and bought a bed and mattress on their 0% finance agreement. We have since had to change our plans and no longer need the bed. I called up to tell them I no longer needed the bed but still wanted the mattress. They said said that there is a 20% fee on the value of the cancelled item even though we are within our cooling off period. We were never told of this 20% fee and I can’t find it anywhere on the contract. It does however appear on their website. 

If anyone could shed any light on this I’d be very grateful. 

Thanks, 
Scott

bradders1983

The 20% is for all customers no matter how you pay, hence why its not on the credit agreement.  From their website:

11.2 You are entitled to amend Your Order free of charge within the first 48 hours. After this time we reserve the right to charge reasonable administration costs in respect of any amendments, which may be up to 20% of the cost of the Goods. This charge may, at least in part, reflect the price at which we are able to resell the Goods.

Are you 100% sure you did it within 2 days?

scottyr

Surely this means it shouldn’t be an instant 20% if it’s based on value. Also what if the production of the item hasn’t begun.

bradders1983

They have decided to do the full whack clearly, for reasons unknown.

Are you sure you canceled within the 2 days?

scottyr

That’s it. We didn’t cancel within 2 days it was 7 days. I was under the impression we had a 14 day cooling off period. 

scottyr

...without having to pay £600

scottyr

Thanks for answering btw!

bradders1983

scottyr said:

That’s it. We didn’t cancel within 2 days it was 7 days. I was under the impression we had a 14 day cooling off period. 

14 days applies for distance selling I think. A more enlightened forum member will confirm.

MinuteNoodles

scottyr said:

That’s it. We didn’t cancel within 2 days it was 7 days. I was under the impression we had a 14 day cooling off period. 

You do if you buy online. If you buy in store you don't even have 14 seconds.

scottyr

Haha, thats a bit of a joke though. I’ve asked them if we can change the item vs removing it and they don’t really seem to keen on that either. 

[Deleted User]

scottyr said:

...without having to pay £600

£3k on a bed???