Getting Dreams to fix my mattress

Novopus

So I bought a pocket-sprung king-size mattress from Dreams just under 2 years ago for around £900. The mattress is good, but recently I was changing the sheets and found the cord for one of the tufts (those "buttons" that create the indentations) had snapped.

This is not my fault since I'm single, of average weight, and it's not like it's been bounced on a lot (unfortunately).

Dreams have an absurdly short warranty of 1 year (the rest of the industry seems to be at least 5 years, others 10, some longer) and they refused to repair it since it's out of warranty. I came back saying that under the Consumer Rights Act, within 6 years of purchase I have the right to a repair or partial refund if an item does not last a reasonable length of time.

They said:

Unfortunately, as you are outside of your 1 years manufacturers guarantee you will need to arrange an independent inspection. If this independent inspection deems there to be a manufacturing fault with your order, then we will look to repair, replace or offer a reselection on the faulty item. Once you have a report confirming a manufacturing fault we will refund the cost of the report up to £75.

A company called Emmiera are an independent company that can carry out this inspection, their details are: 01384 473000. Alternatively, if you wish to use a different company we will only accept reports from companies that are certified by The furniture Ombudsman.

Once your inspection has been carried out, please get back in touch with us to let us know that a manufacturing fault has been found. We will then ask you to send us a copy of the inspection as proof of manufacturing fault. We will only then be able to progress and look to repair, replace or offer a reselection if your product is confirmed to have a manufacturing fault.

So I'm not that keen on shelling out for someone to write a report which may or may not diagnose a "manufacturing fault".

Firstly I don't know if this counts as a manufacturing fault, or if it's built correctly but the cords are just too thin for purpose. All I know is that it's developed a fault in less than 2 years.

Secondly I'm not sure it's a good idea to contact a company recommended by Dreams themselves. So I wrote the the Furniture Ombudsman and apparently they do not have any "certification scheme" for companies, and they can't provide a list. But they did say that if they are dealing with a case then they look at:

• Brief curriculum vitae setting out the experience and relevant qualifications of the technician;

• Identifiable company name or workplace address;

• Opinion with details of any technician specifications;

• Photographs.

So what do you guys think I should do?

powerful_Rogue

Novopus said:

So I bought a pocket-sprung king-size mattress from Dreams just under 2 years ago for around £900. The mattress is good, but recently I was changing the sheets and found the cord for one of the tufts (those "buttons" that create the indentations) had snapped.

This is not my fault since I'm single, of average weight, and it's not like it's been bounced on a lot (unfortunately).

Dreams have an absurdly short warranty of 1 year (the rest of the industry seems to be at least 5 years, others 10, some longer) and they refused to repair it since it's out of warranty. I came back saying that under the Consumer Rights Act, within 6 years of purchase I have the right to a repair or partial refund if an item does not last a reasonable length of time.

They said:

Unfortunately, as you are outside of your 1 years manufacturers guarantee you will need to arrange an independent inspection. If this independent inspection deems there to be a manufacturing fault with your order, then we will look to repair, replace or offer a reselection on the faulty item. Once you have a report confirming a manufacturing fault we will refund the cost of the report up to £75.

A company called Emmiera are an independent company that can carry out this inspection, their details are: 01384 473000. Alternatively, if you wish to use a different company we will only accept reports from companies that are certified by The furniture Ombudsman.

Once your inspection has been carried out, please get back in touch with us to let us know that a manufacturing fault has been found. We will then ask you to send us a copy of the inspection as proof of manufacturing fault. We will only then be able to progress and look to repair, replace or offer a reselection if your product is confirmed to have a manufacturing fault.

So I'm not that keen on shelling out for someone to write a report which may or may not diagnose a "manufacturing fault".

Firstly I don't know if this counts as a manufacturing fault, or if it's built correctly but the cords are just too thin for purpose. All I know is that it's developed a fault in less than 2 years.

Secondly I'm not sure it's a good idea to contact a company recommended by Dreams themselves. So I wrote the the Furniture Ombudsman and apparently they do not have any "certification scheme" for companies, and they can't provide a list. But they did say that if they are dealing with a case then they look at:

• Brief curriculum vitae setting out the experience and relevant qualifications of the technician;

• Identifiable company name or workplace address;

• Opinion with details of any technician specifications;

• Photographs.

So what do you guys think I should do?

Dreams are spot on. If you want to claim under your consumer rights, then you'll need a report. You don't have to use the one recommended by dreams, you can find your own.

Novopus

I've never had a piece of furniture repaired before so I don't know of any repairers who would do this.
Do you think I should just call the company they suggested and pay up front for a report?

powerful_Rogue

Novopus said:

I've never had a piece of furniture repaired before so I don't know of any repairers who would do this.
Do you think I should just call the company they suggested and pay up front for a report?

Only you can make that call. You'll either lose £75 or get a remedy.

Novopus

Cheers. Well, I'm posting here because I don't know what to do, so hopefully some people will have some opinions!

Alderbank

In the olden days when mattresses were stuffed with horsehair, etc, tufts were important to stop the stuffing moving about and becoming lumpy.

With modern methods of construction the situation is very different. Many buyers (not all) like the look of the quilted pattern made by tufts. They say the mattress looks more expensive. But pocketed springs are individually sewn in, they are not going to move about. Those tufts might only be there for cosmetic reasons.

You say you only noticed when you removed the bedcovers. Does the bed feel any different?

The Consumer Rights Act which you quoted at the retailer says that after six months the onus is on you to prove that the fault is due to a manufacturing defect, so Dreams are not going to budge until you produce a report. Be aware that your chosen expert might say that one single cord missing after two years will not make any functional difference to the comfort or duration of the mattress.

If you tell us the make and model you have, someone here might be able to tell you what real life difference that missing cord will make going forward. That could be useful.

powerful_Rogue

Novopus said:

Cheers. Well, I'm posting here because I don't know what to do, so hopefully some people will have some opinions!

In fairness this section is to advise you of your consumer rights, which has been done.

The call is yours whether you get a report and see what happens or just leave the mattress as it is.

Does the missing 'button' make any difference at all?

Novopus

Alderbank said:

You say you only noticed when you removed the bedcovers. Does the bed feel any different?

Honestly I didn't notice before I found the broken tuft, but those indentations do make the mattress feel different and I think they add to the comfort since they allow you to position your body into the bumps. I only sleep on one side so I've made sure it's on the side I don't sleep on since I found it.

If you tell us the make and model you have, someone here might be able to tell you what real life difference that missing cord will make going forward. That could be useful.

It's a Flaxby Nature's Dusk. The don't appear to sell this model any more, but there is still some information online about it (I don't seem to be able to post links because I'm new to the forum). It's described as:

Specifications: Layers of mini springs for even more comfort and support Has a firm comfort grade Luxurious fillings of cotton and British wool Soft, chemical-free damask cover Traditionally tufted for secure alignment Three rows of side stitching for durability Handmade in the UKSingle-sided Comes with our 100-Night Comfort Guarantee Rest easy with a 1-year guarantee Handcrafted in the UK, this luxurious Flaxby Nature's Dusk Pocket Sprung Mattress is designed to give you outstanding comfort all year round. It has pocket springs to spread your weight evenly and support you where needed for exceptional spinal alignment and pressure relief. Its generous layers of naturally temperature-regulating cotton and British wool are complemented by a soft, natural sleeping surface so you can get a comfy night’s sleep. Additional information: This Nature’s Dusk Mattress is based on one of our bestselling mattresses, the Flaxby Nature’s Accent. The specification and firmness are similar and we’ve enhanced the mattress with an increased spring count, stronger springs, layers of mini springs for extra comfort and support and an increased depth filled with even more luxurious fillings.

Here's a pic:

Aylesbury_Duck

I'd be inclined not to bother doing anything.  What's important is the integrity of the structure and the comfort of the mattress.  If it feels no different, don't worry about it, and the fact you hadn't noticed suggests it hasn't fundamentally changed the mattress and is perhaps largely cosmetic.  You risk losing £75 and any gain is likely to be minimal - they probably can't repair it, they might replace it with a slightly inferior product or provide a small refund.  And you'd have to deal with all the admin to enact all that, anyway.

Is it a double-sided mattress?  Mine is, and every month or so I turn it or flip it.  If I had a missing button and slept on one side of the bed, I'd only be on the affected part half of the time (if the opposing side has popped up as a result of the missing button) or a quarter of the time if it hasn't.

born_again

Might find a upholster who can put it back on.

Can we take it that one on other side has also come off?