Hi! Sorry this is long. Have tried to trim as much as poss!
I bought a mattress from Dreams end of last year. Not long after, it collapsed leaving the frame sticking out causing me an injury to my ankle during my sleep.
Dreams customer services kindly offered to exchange it (over the phone) for another type (Wasn’t keen on getting another of the same). I wasn’t familiar with any of their other mattresses, so I just asked for a foam mattress around the same price. They said I had a 30 day comfort guarantee so I wasn’t worried about choosing over phone.
Well the foam mattress was no good for me. So before calling Dreams CS, I went to a Dreams showroom to try a few out. I found a couple I liked including one called ‘Barton’ although it cost a fair bit more.
When I got home, I called CS back and the lady was very understanding. Said she too didn’t like foam mattresses & was horrified that my original mattress had failed the way it did, leading to an injury! I mentioned the names of the mattresses I liked, inc the Barton, then she went to speak to her Manager. 15 mins later, she came back to say “As your original mattress was faulty and ultimately caused you an injury, we’re going to send you the Barton for no additional charge.”
Wow!
Well, delivery day comes and low & behold, they’ve brought me a bloomin’ double! How?! My previous mattresses were king size & it was an exchange. Never mind, mistakes happen. At least I have somewhere comfy to sleep, not a massive deal.
So I call CS again… I end up being told “Oh right. The lady you spoke to must’ve presumed you only wanted a double as that was only £49 more than the foam one. The king size is £249 more than the foam one. We wouldn’t be able to waive the full additional cost I’m afraid. You’ll still need to pay £200 to exchange to the king size Barton”
😳
I politely pointed out that the lady I spoke to previously had told me they would give me “the Barton at no additional cost” That it was her mistake to presume it was a double - she should’ve looked at the size of what I was exchanging from. That’s her job! Again - politely, I said I understand. However it’s not my fault she made a mistake. I was offered something (& fully expected it to be the same size!) and I’m now having that essentially reneged.
I also made sure he was aware that my original mattress was faulty & caused me a not-insignificant injury; which is what has caused all of this to begin with.
They won’t budge. They agree it’s totally unfair, have apologised but still will not allow me a king size without a further £200 payment!
So tonight, I have to sleep on a wrong size of the type of mattress I was originally promised, knowing I can’t have that mattress style in the correct size to fit my bed frame, as I simply cannot afford it! Even though that's exactly what I was originally offered. All because some lady made a mistake 😳
I would have completely understood had they said in the beginning “As it’s a king size, we would need an additional payment. If it was a double, you could have it as that is considerably less” but none of that was said. Just “…we’re going to send you the Barton at no additional cost” as a comfort exchange for the king size foam mattress!
AIBU for standing my ground on this one?
I do have other more serious things going on in my life right now and I’m worried that they are clouding my judgment on this.
Thank you