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AIBU?

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Original poster

Dreams mattress is rubbish

23 replies

PrincessofWellies · 03/04/2023 16:44

I bought a Dreams mattress in July 2021 for £349 and it's been used for a total of around 9 months during that time. It's now crumbling and one edge has collapsed. This is a ridiculously short life for a mattress. Dreams have refused to do anything. AIBU to expect a Dreams mattress to last at least four or five years, or are they just crap?

OP posts:
WeAreAllLionesses · 03/04/2023 17:08

Doesn't their own advertising say mattresses should be changed every 8 years?

YANBU. That's rubbish.

Original poster
PrincessofWellies · 03/04/2023 23:54

Thanks @WeAreAllLionesses that's a very good negotiating point! I've managed to get it escalated to a resolution team . . . waiting for a call back.

OP posts:
Murdoch1949 · 05/04/2023 05:16

They are a budget store. You cannot prove the mattress has only been used for 9 months, so you will be lucky to get anything back.

C4tastrophe · 05/04/2023 06:54

Even a cheap mattress should last longer than 2 years. Their extended warranty is for 8 years.

Consider a memory foam or latex mattress. Super comfortable and ‘no working parts’ so nothing to go wrong.

Nimbostratus100 · 05/04/2023 07:10

C4tastrophe · 05/04/2023 06:54

Even a cheap mattress should last longer than 2 years. Their extended warranty is for 8 years.

Consider a memory foam or latex mattress. Super comfortable and ‘no working parts’ so nothing to go wrong.

memory foam can be the worst possible choice for many people, it isnt one size fits all

Daddydog · 05/04/2023 07:14

Dreams are a nightmare. Learnt that the hard way after given them £2.5k for a superking bed. Our first big purchase as a couple. First week, coming from our old budget bed we were pretty pleased however we were both waking up with sore backs and necks. We reported this within their 40 day policy but they explained bodies needs to adjust to the new mattress which can take time. I put this down to the fact I was I was living out of hotels for work at the time so I never had a chance to adjust to our bed. After 3 months and having my wings clipped due to new baby it was unbearable - it had totally collapsed. They sent out Homeserve who assessed that it was at 96% collapse but unless it was 100% they wouldn't be obliged to provide a replacement. Reading between the lines of the assessor, it was clearly a lemon but he wasn't allowed to put down 100%. We tried contacting dreams but they didn't care. Their report said it wasn't a collapse - end off. In the end we returned this bed to the spare room and bought a new bed with a Simba (amazing). So £2.5k for a few months of use was a bitter pill swallow.

Motnight · 05/04/2023 07:19

Murdoch1949 · 05/04/2023 05:16

They are a budget store. You cannot prove the mattress has only been used for 9 months, so you will be lucky to get anything back.

Surely Op can prove it with the receipt?

C4tastrophe · 05/04/2023 07:29

Nimbostratus100 · 05/04/2023 07:10

memory foam can be the worst possible choice for many people, it isnt one size fits all

Show quote history

And they can be great. What’s your point?
Some people don’t like some mattresses? Well I never!

Nimbostratus100 · 05/04/2023 07:31

C4tastrophe · 05/04/2023 07:29

And they can be great. What’s your point?
Some people don’t like some mattresses? Well I never!

Show quote history

because you are recommending something which is extremely expensive, and possibly inappropriate, that is my point

tothelefttotheleft · 05/04/2023 07:45

Daddydog · 05/04/2023 07:14

Dreams are a nightmare. Learnt that the hard way after given them £2.5k for a superking bed. Our first big purchase as a couple. First week, coming from our old budget bed we were pretty pleased however we were both waking up with sore backs and necks. We reported this within their 40 day policy but they explained bodies needs to adjust to the new mattress which can take time. I put this down to the fact I was I was living out of hotels for work at the time so I never had a chance to adjust to our bed. After 3 months and having my wings clipped due to new baby it was unbearable - it had totally collapsed. They sent out Homeserve who assessed that it was at 96% collapse but unless it was 100% they wouldn't be obliged to provide a replacement. Reading between the lines of the assessor, it was clearly a lemon but he wasn't allowed to put down 100%. We tried contacting dreams but they didn't care. Their report said it wasn't a collapse - end off. In the end we returned this bed to the spare room and bought a new bed with a Simba (amazing). So £2.5k for a few months of use was a bitter pill swallow.

Wouldn't it have been worth taking them to small claims court about that?

Makesense12 · 05/04/2023 07:48

I'm sorry this has happened but this is a lesson to do due diligence on a company before buying. We needed a new mattress 10 years ago and a quick Google showed dreams up to be absolutely dreadful company and not to touch them with a barge pole. Our mattress is still going strong.

YourMagicSwirlingShip · 05/04/2023 07:49

I once took part in a MN product test for a Dreams mattress for kids - I was initially very excited to get a free mattress for my DS but it didn't last more than a year. It sagged really quickly. It was a foam type thing rather than a sprung one. I just don't think they're a very good company. Hope you get it sorted, OP.

SkiingIsHeaven · 05/04/2023 07:50

Stand outside the shop and tell all of their customers what happened to you and what terrible service you received. Call the store and tell them what you are going to do.

Don't be rude or shouty. Just be calm and factual.

It worked for me with a different furniture store.

Good luck.

Original poster
PrincessofWellies · 05/04/2023 15:59

Thanks for the interest everyone. I contacted Dreams again and spoke to a different person. I explained the mattress must be faulty to collapse on one side. I was told I need to get an independent report so I said I'm going to issue a letter before action then do a moneyclaim online because it is clearly faulty whether they agree or not.

The complaint was escalated and they have agreed to supply a new mattress to the value of the original. That's a win. Am now going down to choose one.

I've since looked at reviews for this mattress and there are a number of complaints about the side crumbling and coming away.

I was assisted by quoting the Consumer Act 2015.

Thanks everyone.

OP posts:
tothelefttotheleft · 05/04/2023 17:21

PrincessofWellies · 05/04/2023 15:59

Thanks for the interest everyone. I contacted Dreams again and spoke to a different person. I explained the mattress must be faulty to collapse on one side. I was told I need to get an independent report so I said I'm going to issue a letter before action then do a moneyclaim online because it is clearly faulty whether they agree or not.

The complaint was escalated and they have agreed to supply a new mattress to the value of the original. That's a win. Am now going down to choose one.

I've since looked at reviews for this mattress and there are a number of complaints about the side crumbling and coming away.

I was assisted by quoting the Consumer Act 2015.

Thanks everyone.

Is it a win if there products are rubbish? I would have wanted my money back.

C4tastrophe · 05/04/2023 19:46

Nimbostratus100 · 05/04/2023 07:31

because you are recommending something which is extremely expensive, and possibly inappropriate, that is my point

Show quote history

I said ‘consider’, not ‘I recommend’.
£500 from Ergoflex, hardly expensive.
Any mattress is possibly inappropriate unless you’ve tried it out first.
You need a lie down dear, but not on a memory foam mattress, it may be inappropriate.

Eylis · 05/04/2023 19:55

If it's any consolation I bought a mattress for nearly a grand a few months ago and it's absolutely shite

Nimbostratus100 · 05/04/2023 20:09

C4tastrophe · 05/04/2023 19:46

I said ‘consider’, not ‘I recommend’.
£500 from Ergoflex, hardly expensive.
Any mattress is possibly inappropriate unless you’ve tried it out first.
You need a lie down dear, but not on a memory foam mattress, it may be inappropriate.

Show quote history

maybe have a listen to the podcast I linked, and learn something?

Daddydog · 06/04/2023 12:29

tothelefttotheleft · 05/04/2023 07:45

Wouldn't it have been worth taking them to small claims court about that?

Show quote history

They are very clever when it's comes to this. Homeserve who they use to do the 'independent' assessment file a report which states that it's within tolerances. If it got to court, they will claim that they have done everything possible to check and found no fault. A court isn't going to examine the bed they will just refer to the assessment. That's the complete ridiculous of dreams. Your back doesn't know the difference between 96% collapse Vs 100% collapse. If it was based on time used then it would make more sense so that a bed that collapses at 96% after 6 years is within tolerances Vs a basically brand new bed.

Sydneykhali1992 · 24/04/2024 15:45

Can I ask about the letter you submitted to dreams and what it included? I am currently trying to get a replacement for our dreams mattress due to dipping and warped but the insurance claimed denied it. I've also come to realise the mattress is now discontinued!

IvorTheEngineDriver · 24/04/2024 16:08

Frankly, they look pretty crap in the ads so Lord only knows what they are like in real life.

MackenCheese · 24/04/2024 16:25

I've even heard people have received different mattresses to what they tried out in the Dreams shop, so that is no guarantee of comfort either. That's why I paid over the odds for a top range one -at a different store- and its the most comfortable thing ever. Mattress buying can be a nightmare (no pun intended!!)

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