Dreams refusing to collect Mattress from us and Refund Us

eliza2811

Hi,
I wondered if someone may offer some consumer rights advice.  I purchased a King size mattress on 29th Dec from Dreams Beds Ebay Store.  We'd already laid on the mattress instore and found it comfortable.  Their sleep analysis machine picked it out  
Our mattress was delivered on 18th January and after a couple of nights, we found it be very firm despite being advertised as Medium and caused us to overheat in bed, and its Winter at the moment, despite the advertising saying it will keep you cool.  Dreams Ebay store state on every listing, at the time of purchasing it and even now on their current listings,  that if you aren't happy for ANY reason, they'll collect the mattress back for a fee of £38 within 30 days of delivery.  They are now refusing to collect it due to 'new strict Covid guidelines', saying there is an increased risk of cross-transmission ??     They can't say when they will collect it and have £549 of our money and we have to store a King size mattress in our spare room.  I can't understand how its ok for the delivery men to door step deliver but not do pick ups.  Naturally I have opened up on Ebay return case and it gives the option to send the mattress back via Royal Mail for about £4 which is totally laughable and very impossible !!  I paid via Paypal funded by my Debit card in case its relevant at all.

Please can anyone advise me further.  Thanks and Stay Safe xx

Aylesbury_Duck

If you've registered the intention to return it, they will have to honour that.  You'll just have to store it carefully until they can collect it.  

theonlywayisup

As you have an eBay case open, then perhaps it would be prudent to contact Ebay to get a proper means of return, paid by the seller.   Do not close the case.  Ebay returns are automated, hence your silly label option.  Get on the phone and sort it out. 

I take it you opened a case for SNAD and not a return?  

eliza2811

Thanks so far.    I contacted Ebay tonight and they couldn't offer much advice really.  Just email the seller again, which I have done tonight.  There's no contact tel number for the Ebay store, which does have 100 % positive feedback by the way, so they seem to be professionally running.   I opened a return rather than a SNAD, as the mattress just isn't for us. Its not like its turned up damaged or dirty so didn't think SNAD was appropriate.  No I won't close the case down.  It just seems like Covid is being used as excuse for everything these days 

Aylesbury_Duck

Well to be fair, it is a pretty big deal.  A pandemic with 100,000 dead so far and 38,000 more currently in hospital.  Sounds like a pretty good excuse to me.

theonlywayisup

eliza2811 said:

Thanks so far.    I contacted Ebay tonight and they couldn't offer much advice really.  Just email the seller again, which I have done tonight.  There's no contact tel number for the Ebay store, which does have 100 % positive feedback by the way, so they seem to be professionally running.   I opened a return rather than a SNAD, as the mattress just isn't for us. Its not like its turned up damaged or dirty so didn't think SNAD was appropriate.  No I won't close the case down.  It just seems like Covid is being used as excuse for everything these days 

Well that makes it slightly different.  The return will be at your cost and needs to be trackable online to a proof of delivery. 

That may be difficult and expensive. 

eliza2811

Yes agree its a very big deal, shocking actually.  But to use it as excuse not to pick something up and refund is crazy.   I mean the post man/woman doesn't say we won't deliver your post in case cross-transmissions occur.  Shops aren't refusing to sell clothes in case cross-transmissions occur.  Those that are allowed to open I mean.  

eliza2811

theonlywayisup said:

eliza2811 said:

Thanks so far.    I contacted Ebay tonight and they couldn't offer much advice really.  Just email the seller again, which I have done tonight.  There's no contact tel number for the Ebay store, which does have 100 % positive feedback by the way, so they seem to be professionally running.   I opened a return rather than a SNAD, as the mattress just isn't for us. Its not like its turned up damaged or dirty so didn't think SNAD was appropriate.  No I won't close the case down.  It just seems like Covid is being used as excuse for everything these days 

Well that makes it slightly different.  The return will be at your cost and needs to be trackable online to a proof of delivery. 

That may be difficult and expensive. 

Again, it states in every current listing, that the charge is £38 for them to pick up the mattress. This I knew about at the time of purchasing.  I presume they'd deduct it automatically from the balance owing to me.  I am certain that the delivery people would give some sort of paperwork to say they'd collected it or I'd ask for something.   

eliza2811

Thank you all for your words of advice.  I will see if Dreams get back to me tomorrow.  Good night !

theonlywayisup

eliza2811 said:

theonlywayisup said:

eliza2811 said:

Thanks so far.    I contacted Ebay tonight and they couldn't offer much advice really.  Just email the seller again, which I have done tonight.  There's no contact tel number for the Ebay store, which does have 100 % positive feedback by the way, so they seem to be professionally running.   I opened a return rather than a SNAD, as the mattress just isn't for us. Its not like its turned up damaged or dirty so didn't think SNAD was appropriate.  No I won't close the case down.  It just seems like Covid is being used as excuse for everything these days 

Well that makes it slightly different.  The return will be at your cost and needs to be trackable online to a proof of delivery. 

That may be difficult and expensive. 

Again, it states in every current listing, that the charge is £38 for them to pick up the mattress. This I knew about at the time of purchasing.  I presume they'd deduct it automatically from the balance owing to me.  I am certain that the delivery people would give some sort of paperwork to say they'd collected it or I'd ask for something.   

It may state it in every listing, but you have a returns case open.  If the seller doesn't do what they say in the listing then how do you enforce their terms?  You can't.  The case will require YOU to pay to send the item back, within the timeframe you are now adhered to. 

the_lunatic_is_in_my_head

Too late now but you should have opened a not as described claim

www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210

Please note - if the seller promises returns or refunds in the listing description but fails to deliver this promise, the listing as a whole will be treated as being "Not as Described" and treated in accordance with the eBay Money Back Guarantee for this purpose