ComplaintsforDream Well Inc.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress on December 3, 2016 from Act Ii household furniture and mattress store, located at ************************************ phone number ************. The mattress I purchased has a 15 year warranty. I called Act II on November 17, 2021 to let him know I am having a problem with the mattress sagging. I spoke to ***** the owner and he said he was no longer a dealer for dream well mattresses but he asked me to take pictures and send them to him which I did and he said he would contact dream well. After a couple of weeks he contacted me and said that the company will not be honoring the warranty because he was no longer a dealer for them. He said he would reach out to other people in the area that carry dream well mattresses and I havent heard back from him hes not returning my phone calls either. I took it upon myself to call dream well directly today December 21, 2021 and I spoke to a woman who said that she would not be able to help me because Act II had not paid their bills and this was as of two years ago. Im assuming when I purchased the mattress five years ago that he paid his bills at that time but even so I dont know what that has to do with the warranty part of it. I have my original receipt if needed .Could you please help to see if this problem can be resolved thank you ******

  Business response

  01/24/2022

  In response to ID ********.  

  We received your complaint letter. In your letter you mention that multiple attempts to contact us were made, however the only complaint was directly from **********************************, a phone call to our company.

  ****** Mucanell was fully informed in (length) about our warranty terms and conditions. 
  

   

  Stating below, our Warranty terms and conditions.

  Dream Well products are warranted against manufacturing defects in workmanship and materials (some exclusions apply)

  The warranty begins on the date of purchase and is prorated.

   

  This warranty only applies to mattresses and/or foundations that are in good condition -except for the structural defect to be remedied and not otherwise damaged, abused, or unsanitary. Unsanitary mattresses/foundations will void the warranty. If the product purchased can not be repaired then it will be replaced, if it is discontinued at the time of claim, a comparable model of value will be selected.

  
  

  All services are handled through the original dealer, and not through the manufacturer. If service cannot be offered through the dealer, then the purchaser can notify the manufacturer. 

  If service cannot be handled through the dealer, the purchaser is responsible for transportation costs to and from our factory.
  

   

  Exclusions

  Bedding sold second hand.

  Comfort preference

  Damage due to misuse or abuse

  Excessive fabric stains

  Bodily fluid stains

  Unsanitary conditions

   

  Thank You.

  Customer response

  01/24/2022

  
  Complaint: 16386147
  
  I am rejecting this response because: I feel it is unreasonable for me, the customer to have to deliver the mattress to ********** when I live in Upstate New York. The original dealer I purchased the mattress through is no longer a dealer. I asked Dreamwell if I could use another Dreamwell dealer near me and she said no. Why not I say, when a delivery comes, put my mattress on truck an return it. I was treated with no respect at all. I was treated like I was trying to scam them. This business finds any reason it can not to stand behind there product. This mattress was is in a spare bedroom and used occasionally, it looks brand new except for defect, sagging in mattress.  Thank you
  
  
  Regards,
  
  *******************************

  Business response

  02/01/2022

   

  We are also rejecting ID ******** responses.  
  

  
  

  Our warranty stands as it is. We do not deal directly with the store customers 'in general' while the store's are still in business. 

  The original store of purchase is still in business, located at 

  ************************************************************************************************************************** and is responsible for this complaint, either a refund or a replacement to the customer. 

  
  

  If service cannot be handled through the dealer, the purchaser is responsible for transportation costs to and from our factory located at
  

  **********************************************************************************************************************************************************************************************************************

   

  It was a direct transaction between store and customer.
  

  Our company has been in business for the last 21 years and upholds a clean name with the BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩