Dreams bed Superstore??? Complaints?

Lip_Stick

Just a quick warning to people.

My folks went into Dreams and found a bed they liked. The salesman said if they ordered they would have 30 days to change their mind. Anyway, they told me the bed they'd ordered and I found it on the internet a couple of hundred quid cheaper, despite Dreams changing the name of the mattress.

The day after they ordered they phoned to cancel. Talking to the woman on the phone, she said if they'd left it more than 24 hrs to cancel then my parents would have incurred a 20% fee. So, for a £600 mattress and base they'd have had to pay £120.

So much for having 30 days to change their mind.

They weren't told about this 20% when the 30 days was mentioned, or they wouldn't have ordered. Thankfully they got in there before this fee was incurred.

DebraAnn

:mad: My husband and i purchased a mattress from dreams, Inow know the worse possable thing i could of done, it has springs and the over lay of memory foam, we asked if the mattress degrades and we were told no it could not happen, we also paid extra for a 10 year guarnantee, spending some £671.00 , and like others i have read spent some time waiting for it to come, this was in 2008.
we have now noticed that the foam is dregrading away in 2 places half way up the bed off centre, and the other place is near the edge, a few inches down from the pillows.
I contacted dreams they sent one of thier tech guys out to do his report armed with camera he took pictures and said he would send in his report and we would hear back from them.....i called to day as it is 2 weeks........ they say that due to the sweat from my husband. this has affected the mattress, and he seems to think we have not turned as we should etc.....:mad:
i am so angry. if this is the case why has the mattress gone where he does not lay...i'm told it affects different parts of the mattress.....me being me i dont see that, we use a mattress cover, and i have to say they dont work that well still gets through, but even so, if i am not happy with the report i can have another one done at the cost of £40. Good money was paid for that i feel very cheated...and have paid out for the extra cover that cover is not worth the money it is written on i was told that they do not take mattress that are a little stainned.......looks like the mend the springs and reuse yuk.
i just want to state that our bed is not that bad, and due to meds he is on the side affects are sweating discrimation or what.
dreams will not have more money from me or any one else i put off of buying from them thats for sure.
i think i need a drink and would do so if i did drink. GRRRRRRRRRRRR
DebraAnn

geen

I purchased a bed from Dreams a while back and have previously posted about it. The bed was hard as a rock, and we had ordered a comfort grade 4, Kingsize bed, which should be the next to least firm. The Fira inspector looked at it, agreed that it was more a 2 than a 4, but he wrote on the report no manufacturing fault found. We pressed the issue, and Dreams changed the mattress out under the comfort guarantee.

The replacement mattress was also a comfort grade 4. It felt great at first, and we were very happy. We have been turning the mattress exactly as the instructions say to. After a few months dips and valleys started to form, and now my knees hurt, due I guess to the sagging mattress throwing my body out of alignment? I wrote to Dreams, and they sent me a letter from the Furniture Ombudsman (which is again FIRA) which states that it is normal for this to happen and is a sign of a high quality mattress. I think that FIRA must be "in bed" with Dreams, pardon the pun. I have bought beds before and never had a problem. Matter of fact, I had the bed that the new one replaced for 20 years, and it was not a hugely expensive one. I bought it in the USA. I need to buy a different bed, but I am afraid to buy another one here. Is this true that a "high quality" bed will sag and dip after a few months? Is it possible to buy a comfortable bed? I paid nearly £3000 for this bed, and it was a total waste of money. I am afraid to shell out more cash for a bed and have it be another waste of money, but this bed is so uncomfortable.

Pinkypants

Yes it is true that a high quality bed will sag and dip a lot more then a cheap model. It means the mattress IS doing it's job properly and moulding around your body. The air is being knocked out of the fillings and not bouncing back.

Think about carpet, 1 cheap very low pile and 1 very high loft pile if you walk on the carpet a lot, the high loft carpet will show signs of use much much quicker then the short pile carpet.

Sorry not the answer you where looking for.

The question is what is acceptable dipping? I would say up to 1.5 inches for a more top end product.

What type of base did you try the mattress on in the shop and what type of base do you have at home?

Many customers try mattress in shops on a sprung base, but then put them on a solid base at home and wonder why they feel so differant.

geen

Thanks for your response, Pinky. Are you offering your opinion, or do you have some expertise in the field?

Pinkypants

I've been in the trade for about 12 years now.

geen

What exactly is your job in the trade?

The reason I ask is that I don't believe that sagging and dipping is a sign of high quality. I read quite a bit about beds before purchasing one, and what I gathered is that a bed should offer support as well as comfort. You should just be able to slide your flattened hand under the small of your back when you are laying on your back. If a bed sags and dips then your hand cannot slide under at all, which means your spine is sagging. This is supposed to be verrrryyy bad for your back. This would seem to completely contradict what you are saying.

Another thing that makes me question your ability to offer any expertise is comparing a bed to a carpet. That is absolutely ridiculous. There is nothing similar in the design of a carpet and bed.

When you say sorry that isn't the answer you were looking for, I have to say that the only answer I am looking for is whether I would be wasting my money buying another bed in the UK. Your response would seem to say yes, I shouldn't bother. I have already wasted nearly £3000 on the bed I bought. That is already done. What I wanted to ask (preferably of someone that really does offer some expertise) is whether it is possible to buy a comfortable bed. I don't want to waste another penny, but I do want a bed that doesn't' hurt my back and knees. If I need to I can buy one from outside the country and have it imported, but I'd rather buy one here if it is possible to buy a quality bed.

Pinkypants

geen wrote: »

What exactly is your job in the trade?

I have worked in a major factory making the products, don't want to name it as I prefer not to give away my location, so in future I can give advice without any saying that I'm trying to benefit from it.

I have also spoken to various people in product development, directors of companies. Factory visits and talks with people that include Silentnight, Millbrook, Dreamworks, Airsprung, Sprung Slumber.

I have also worked for 2 other bed retailers, non major.

I'm currently working for a small family independent company on a Salary only basis. That small we have 3 people in the whole company who's main interest is to make sure the customer is happy with their purchase. Store only no internet sales. Owner of the business has been in the trade over 25 years himself.

geen wrote: »

Another thing that makes me question your ability to offer any expertise is comparing a bed to a carpet. That is absolutely ridiculous. There is nothing similar in the design of a carpet and bed.

I was talking about the air being knocked out of the fillings as they are being used. Just like carpet being walked on. Why is it acceptable that carpet being used wears out but the bits under your sofa look brand new still if they haven't been walked on?

Read any guarantee about a bed/mattress and it will state that natural settlement will occur.

Have you turned the mattress regularly? As that helps with the settlement, weekly for 1st 12 weeks and then monthly is usually the recommended time. Turned over and top to bottom for a turnable mattress, just rotated round for a non turn mattress.

If you really want a mattress not to sure signs of sagging or dipping then the only design is a rock solid open coil spring mattress with very little fillings. Which is probably one of the worse designs ever for a bad back.

2nd thoughts, a water bed never sags or loses it shape, but over time will wear out and need replacing. Also they are very very good for a bad back.

As for not buying in the UK, it has over 100 different companies making mattresses. The majority of them are making very good value for money products.

geen

Pinkypants wrote: »

I was talking about the air being knocked out of the fillings as they are being used. Just like carpet being walked on. Why is it acceptable that carpet being used wears out but the bits under your sofa look brand new still if they haven't been walked on?

Not sure I understand your logic there. A carpet gets worn after many years of walking on it, and mostly in the high traffic areas. A carpet with a lower nap will wear quicker. A carpet and a bed have little in common.

Pinkypants wrote: »

Read any guarantee about a bed/mattress and it will state that natural settlement will occur.

Have you turned the mattress regularly? As that helps with the settlement, weekly for 1st 12 weeks and then monthly is usually the recommended time. Turned over and top to bottom for a turnable mattress, just rotated round for a non turn mattress.

If you really want a mattress not to sure signs of sagging or dipping then the only design is a rock solid open coil spring mattress with very little fillings. Which is probably one of the worse designs ever for a bad back.

Like I said in my original post, I have turned my mattress exactly as it says in the instructions.

I'm 100% positive that I don't need to buy a rock solid open coil mattress to have a mattress that doesn't dip. I had one before it wore out. It was supportive and yet nice and soft. Unfortunately it just wore out. I also have family and friends that I stay with who have wonderful beds. So I'm pretty sure that I don't need to settle for a bed that sags and dips or is rock hard. Thanks for letting me know that this is just a problem particular to this location. I will look into purchasing a bed made elsewhere.

Also, I read on previous posts from Mr. Deegan that a bed should not form valleys where you sleep. I was actually hoping to get advice from him.

Pinkypants

Think you'll find that Mr Deegan would have said that mattresses DO have settlement. The question is how much is acceptable.

But you won't find a reply from him as he's been banned.