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Dreams / poor quality mattress and rude manager

United Kingdom Review updated:

I took delivery of this mattress in February and was initially very happy with the mattress. However, very soon, we started to note problems with the mattress. We woke with aches and pains and found it uncomfortable to sleep on the mattress.

I called head office and explained I was unhappy and asked for a comfort exchange.

I was advised to go to the store and find an alternative mattress.

At the store we discussed the situation and explained how the bed seemed to be denting in parts and were not sure if it was a fault in the bed. They advised us to contact you.

I called the head office to discuss this and found my previous notes had not been saved and was told nothing could be done. I was quite frustrated and asked to speak to a manager and was then told my notes would be updated, but even after insiting they will not put me through to a manager.

I asked for an inspection of my mattress immediately as we were both suffering from sleepless nights and severe aches and pains in neck and back areas.

The first appointment available was for a months time on 13th April. On that day the man from home serve came to inspect the mattress and sent his report and blamed on our Bed and that nothing can be done and the mattress is not faulty. I disagree with taht and wanted to take this matter further.

I have several issues as I will explain below:

1) the man from home serve said the base was not suitable for this mattress. However we told the sales advisor the type of base we have and were assured that this mattress is suitable for our base.

2) Even if the slatted base is not suitable, is it still satisfactory that the mattress became indented within a matter of weeks ? If this had occurred several months down the line it might make a bit more sense. But I logged the complain in March, in a month on having the mattress. How come a mattress costing over a £1, 000 will begin to sink and leave bumps within weeks. We have a foam and spring mattress in other bedroom and they both have no indentation or bump of any kind even after 4 years.

3) Since last week I have been emailing [protected]@dreams.co.uk with pictures showing 3 cm dent but they have decided to ignore my emails.
4) the report said the mattress has dipped in the middle, but what about the sides ? The mattress has indentations in several places on sides. We now have placed the mattress on floor for a week and there is no improvement.

5) my wife never had bad pain or neck pain and is now suffering. I have had back pain and was advised to buy this mattress. Initially it was great, but now I can not even sleep on it and have reverted to sleeping on the sofa.
I have been to the branch we bought it from (New Malden and one in Loudwater opposite dreams head office ) and tried the same mattress and it feels firmer and leaves no bump.

I called Dreams customer service today and were put on hold by customer service agent for about 15 minutes who did not even tried to understand this issue, I then asked to be conneted to a manager and spoke to a rude man called John who claimed himself as team manager of customer services who again did not hav access to my previous emails and pictures sent and was not interested in resolving the matter and rather suggested me to contact third party at additional expense. Even after explaining him what was wrong he did not even attempt to understand the issue and keep on repeating the home serve report and did not. I aksed him to provide me complaint procedure and he asked if it will be about him and gave me his department's email address!! i did mention " so i complain to you about you" !

Dreams
Dreams
Dreams
Dreams

Ur
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Comments

  • Dr
      13th of May, 2012

    Hi there, I am sorry to hear this, can I have your order number please?

    0 Votes
  • Ur
      14th of May, 2012

    Hi DreamsPete

    Thank you for your reply.

    Here is the order no: 257 e 758.

    After recieving from dream which satetd that there is nothing they can do as they have to rely on homeserve. I emailed to Homeserve and they booked an appointment for last friday which they cancilled at last minutes - Holiday wasted.

    They are coming to see the mattress on wednessday so I have to take another holiday. I hope Dreams will compensate for this inconvenience, wasted holidays and back and neck pain caused by this mattress.

    Regards
    Urooj

    0 Votes
  • Dr
      16th of May, 2012

    Hi Urooj, I tried to call you yesterday but it said your mobile was unavaliable. I will try again later today.

    0 Votes
  • Ba
      8th of Nov, 2012

    I want to make a complaint about a bed I bought from dreams in chelmsford 2 years ago but had problems with the slats which started falling off the frame about six months after we got the bed, contacted dreams several times and written emails, they've sent someone to check the bed but instead kept sending the same length of slats after I've told them that the slats were a bit short,
    Order no 189G850
    [protected]@yahoo.com
    07988763055/07949446597

    0 Votes
  • Be
      21st of Mar, 2013

    i have similar problem the mattress i bought has a lump right down the middle .dreams refuse to accept there is a fault and says its tolerable .i dont know what to do.

    0 Votes
  • Li
      28th of Nov, 2013

    Oh Dreams R terrible! We bought a latex top mattress on divan base and its had a hump down the middle of bed right from the start!! Been told its within tolerance! Err no its not im uncomfortable!!! Doing comfort exchange for a carnation comfort 5 and they wont refund the difference! We were told in store at point of sale that it didn't matter what bed we changed to, that our finances with creation ltd would be adjusted. But no they say U lose the difference !!! Im going to complain further.

    0 Votes
  • Li
      28th of Nov, 2013

    besides there R no other comfort level 5s which match the price of the rejuvinat Ken latex top mattress. So how can this be fair ?? I need a softer bed and one which doesn't make me so hot!

    0 Votes
  • Si
      14th of Feb, 2017

    Purchased a King size Mattress from the Charlton branch "Equilibrium Therapur" which at the time cost £1300, due to back problems with previous mattress. Mattress had 5 grades, yet only displayed grade 3!! I would have expected grades 2 and 4 to be on display, to ensure the correct choice is made. Initially the mattress was comfortable, in comparison to the previous. I tend to sleep on my back, however after a month, inconsistently I was finding that the mattress would not hold or mould to my body during the night, and I would have to move to the other side to get comfort. I called up within 40 days to see if I can change the mattress to be firmer, only to be told once I change it, I can not change the mattress again under the policy. Having to make a choice between grade 4 or 5 now, I decided to stick with what I had. This is where grades 2 and 4 on shop display would have helped in choosing the correct mattress first time round. I am now experiencing night sweats, and increased body temperature, which causes me to wake up and change clothes (Vest and Shorts), even though I was told the mattress comes with a Coolmax cover to help regulate body temperature. On top of waking up in sweats the mattress area where I sleep, becomes very soft over the course of the night, which in turn fails to mould to my body, which seems out the ordinary. Instead I feel as though I sink in, which now means I wake up again with back pain in the morning. I rotate my mattress every 2 weeks to get even use. I called up Dreams under the warranty and they sent out an engineer. They done a few basic tests with weighted bags and said the mattress was fine, and could not see no problems. So now have to wait for the report. The test under taken would not pick up any of the discomfort as explained, above (i.e. Night sweats due to cool max cover not being effective). The customer service were not helpful, and now will have to re contact Dreams. The engineers response seemed he was very focused on a certain task (a checklist), rather than listening to what i had to say, and running tests accordingly. Totally disappointed for the money I paid. I was told this was dreams equivalent to Tempur, but without the premium price. Never again will I purchase another mattress from Dreams, and I will ensure I stress this to all Friends and Family.

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  • Zz
      15th of May, 2017

    I totally agree, both my husband and I now have awful back ache being on this mattress . It has sagged so badly. And I am only 8.5 stone! It has a big dip where we each lie. I will never buy from dreams again. This expensive mattress was one big rip off! And they try to fob you off with lies and rubbish saying there is nothing wrong when there clearly IS... My best recommendation is BY ELSEWHERE AND NOT FROM DREAMS

    0 Votes

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