Dreams refusing to collect Mattress from us and Refund Us

sheramber

Selling to you is different to collecting an item from you.
Delivering to you they know  where the product has been stored and not likely to be harbouring the virus. it will come from a warehouse with strict conditions in place.
Collecting something  from your home, that you have used , is different. The mattress could be carrying the virus. You or a member of your family could be asymptomatic and passing on the virus on the mattress.
There were similar reports during the  lockdown of firms unable to collect bulky items until restrictions were lifted.
 

eliza2811

the_lunatic_is_in_my_head said:

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

Hi,

I've been Ebaying for over 10 years although I'm a first time mattress buyer.  Opening a SNAD still requires you to contact the seller and discuss what's wrong with the item, send photos, etc.  They'll send a postage label and you post the item back at the seller's cost if item is damaged or wrong item sent, etc.  Its a tracked delivery and once delivered, you get a refund.  Apart from the Chinese sellers who just seem to refund you automatically.    I can't post a mattress back using a £2.99 postage label.  A courier has to pick it up at some point.  I've heard back from Dreams and its technically just about safe guarding their staff, this is slightly crazy, because the mattresses they sell on Ebay are originally returned items anyway that they 'refurbish'. 

eliza2811

sheramber said:

Selling to you is different to collecting an item from you.
Delivering to you they know  where the product has been stored and not likely to be harbouring the virus. it will come from a warehouse with strict conditions in place.
Collecting something  from your home, that you have used , is different. The mattress could be carrying the virus. You or a member of your family could be asymptomatic and passing on the virus on the mattress.
There were similar reports during the  lockdown of firms unable to collect bulky items until restrictions were lifted.
 

Thanks for your input and no offence and I don't mean to seem rude, but what you're saying is rubbish.  For a start, I don't sleep on the mattress.  I sleep on the mattress protector and sheet on the mattress and in my nightie and I have a pillow with covers on too Read this link please.

https://support.dreams.co.uk/hc/en-gb/articles/205720401-40-Night-Comfort-Guarantee

Its on their main website page still, so its ok to offer this, let someone sleep on their mattress for at least 40 days and then have their mattress exchanged (involving a return of course ) once restrictions are lifted. .    My point is, the delivery staff/factory staff, are no less or no more at risk  whether we're in Lockdown or not, no matter which tier we're in, because the Virus is still around whether we're in Lockdonw or tier X or not ?

In actual fact, the 40 Night thing isn't applicable at the moment but I only know this as I had an email prior to delivery of my mattress saying no exchanges until restrictions are lifted.  It said 'no collections' as well, but at time of sending, the mattress was marked as dispatched already.  

JJ_Egan

Mattress can still get wet / stained through a mattress cover unless waterproof type .

Covid itself is exceptionally small and could get through much .

Not only that but workers must be protected .

theonlywayisup

eliza2811 said:

the_lunatic_is_in_my_head said:

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

Hi,

Opening a SNAD still requires you to contact the seller and discuss what's wrong with the item, send photos, etc.  They'll send a postage label and you post the item back at the seller's cost if item is damaged or wrong item sent, etc.  Its a tracked delivery and once delivered, you get a refund.  Apart from the Chinese sellers who just seem to refund you automatically.    I can't post a mattress back using a £2.99 postage label.  A courier has to pick it up at some point.  I've heard back from Dreams and its technically just about safe guarding their staff, this is slightly crazy, because the mattresses they sell on Ebay are originally returned items anyway that they 'refurbish'. 

Opening a SNAD does not require anything that giving the reason for opening and that forms part of the case.  There is no requirement to add photos or anything else, but you can if you wish.  So yes, a case for SNAD should have been what was opened, not a return. 

the_lunatic_is_in_my_head

eliza2811 said:

the_lunatic_is_in_my_head said:

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

Hi,

I've been Ebaying for over 10 years although I'm a first time mattress buyer.  Opening a SNAD still requires you to contact the seller and discuss what's wrong with the item, send photos, etc.  They'll send a postage label and you post the item back at the seller's cost if item is damaged or wrong item sent, etc.  Its a tracked delivery and once delivered, you get a refund.  Apart from the Chinese sellers who just seem to refund you automatically.    I can't post a mattress back using a £2.99 postage label.  A courier has to pick it up at some point.  I've heard back from Dreams and its technically just about safe guarding their staff, this is slightly crazy, because the mattresses they sell on Ebay are originally returned items anyway that they 'refurbish'. 

With a SNAD return eBay expect the seller to sort out the return, if the standard label isn't suitable for the item the seller is to arrange their own label or collection, if they fail to do so eBay will just refund the buyer.

When you open the return there is a box to say why you've opened the return and that's all that needs to be said should you wish not to discuss it further. 

You can open a SNAD return complaining the green jumper you purchased is green, eBay will still expect the seller to go through the process. 

The difference now is that Top Rated sellers can deduct up to 50% from the refund if the buyer misuses the returns process and damages the item. eBay will also credit the seller (up to a certain amount) for the return costs depending upon how the label was supplied.

The stuff about Covid being a risk is nonsense, I've yet to see a delivery driver with a mask and who is to say they haven't got it and sneezed over the parcels in the back of their van? 

What is true is that businesses are required by law to take certain steps to protect their workers and prevent it spreading, I don't see the argument that the random person driving a van to deliver (or indeed collect) goods is less of a risk than another random person.

We are where we are, consumer law hasn't changed and companies should still be abiding by it but as always the issue is enforcing your rights and it's likely to be quicker to wait for lockdown to end and them then collect rather than go through small claims. It appears they are saying they will collect eventually and should they go back on that it would then be time to look at enforcing your rights.

eliza2811 said:

the_lunatic_is_in_my_head said:

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

Hi,

Opening a SNAD still requires you to contact the seller and discuss what's wrong with the item, send photos, etc.  They'll send a postage label and you post the item back at the seller's cost if item is damaged or wrong item sent, etc.  Its a tracked delivery and once delivered, you get a refund.  Apart from the Chinese sellers who just seem to refund you automatically.    I can't post a mattress back using a £2.99 postage label.  A courier has to pick it up at some point.  I've heard back from Dreams and its technically just about safe guarding their staff, this is slightly crazy, because the mattresses they sell on Ebay are originally returned items anyway that they 'refurbish'. 

theonlywayisup said:
 Opening a SNAD does not require anything that giving the reason for opening and that forms part of the case.  There is no requirement to add photos or anything else, but you can if you wish.  So yes, a case for SNAD should have been what was opened, not a return. 

Pedantic time but both are labelled return requests, one is not as described, the other is change of mind  

sheramber

I had an Amazon delivery last week and the driver was wearing a mask.