Another Dreams problem! Refusing to honour agreement.

[tapeworm]

I recently bought a mattress from Dreams. I suffer with a bad back so getting it right is really important for me. I was reassured that should the mattress not be comfortable, I could have a 'comfort exchange' for another mattress if I requested this within 40 days.

 

Unfortunately the mattress was way too hard and I requested an exchange.

 

When i tried the 2nd mattress in the shop, I was reassured more than once by more than one member of staff that should it not be right, I could exchange again. So far so good.

 

A few days after I got the new mattress I realised it was too soft and was causing me pain (so fussy, I know).

 

I went to the shop where the helpful sales guy organised another exchange for me.

 

He organised a delivery date of today, which is documented, and I have a receipt for the additional £149 Ii paid for delivery

and the balance as the 3rd mattress was slightly more expensive.

 

I also have a text from Dreams from 27th May confirming delivery would be today.

This was the last communication I had from them.

 

No delivery was forthcoming.

 

When I called the service centre, I was informed that they cancelled the order on 1/6/13 as apparently (although I cannot find this in any of the literature)

the shop was not allowed to authorise a 2nd exchange.

I was never advised of any problem.

Neither have I been refunded the £149!

 

The service centre said the shop should have told me.

 

When I asked how they would know there was a problem with the order that they needed to relay to me,

the employee told me the shop should have been told of the cancellation but he could find no record of this (ie it never happened).

 

They are refusing to take responsibility, stating that the shop should never have agreed to a 2nd exchange as its against company policy

(apparently it didnt use to be but they have recently changed this).

All they will say is "this should never have been done".

 

My areguement is that this is immaterial, it has already happened.

 

We need to deal with what is, not what should have been if they hadn't got it wrong!

 

This has fallen on deaf ears.

 

The shop are refusing to take responsibility saying that they didn't cancel the order, customer services did, therefore its their responsibility.

 

I believe that this is a procedural error within the company that they need to sort out among themselves

and as I have documentation clearly outlining the agreement we made

(ie that I would get the mattresses swapped, with delivery today, for the sum of £149)

they are legally bound to honour this.

 

They cannot unilaterally decide to cancel the agreement sometime after it was made. Am I correct?

 

They are doing their best to weasel out of it.

 

I am going in to the shop tomorrow to try and get them to ring the service centre

and sort it out between them, but if anyone can add anything helpful at this stage on where I stand,

 

'Id really appreciate it.

 

I am so frustrated and annoyed.

 

If I had been told that this was the last chance and there would be no exchange,

 

Id have spent all day in the shop making damn sure it was the right one!

 

Thanks.

[dx100uk]

how did you pay both times?

 

dx

[tapeworm]

By credit card.

[tapeworm]

Its not getting the £149 back thats the problem (they did offer that today after I pointed out that they hadn't done it on cancellation of the order).

 

Its that I will then be stuck with a £1400 mattress that I can't use, and only bought because I was led to believe that I could swap it if I needed to. I cant sleep at the moment because of it and Ill struggle to afford another one. Nightmare.

[dx100uk]

section 75

 

the card provider is equally responsible..

 

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/31/creditcards-31.htm

 

also don't forget SOGA.

 

http://sogahub.tradingstandards.gov.uk/

[tapeworm]

Thank you!

[dx100uk]

don't be fobbed off by dreams.

 

exchange or other wise you ARE entitled to the product you WANT.

 

dx