Comfort Exchange Policy
Dreams offer a 100 Night Comfort Guarantee; this is where our customer may find the Mattress they chose in store or online is not the one for them.
Our Comfort Guarantee excludes:
• MTM Mattresses • Adjustable Mattresses • Any Furniture, Bed Frames, Divans, Adjustable or Ottoman Bases
A Mattress Protector must be always used from the day of their delivery & the Mattress must be in pristine condition.
Where possible, you should be trying to get the customer to use their Mattress for at least 30 days before setting up an exchange to ensure enough time has been given for the Mattress to settle.
A £95 re-delivery charge is applied to all exchange.
If our customer is reselecting to a cheaper Mattress, they receive the difference back in Dreams Vouchers, they should still be making a payment of the £95 re-delivery fee, this cannot be taken out of the voucher amount.
Our customer can only exchange once.
Any voucher refund raised must be on the original order, no refunds can be raised on an SO.
It takes 7-10 working days for our customer to receive their vouchers once the exchange has been delivered.
If you experience a call, chat or email where the customer has experienced poor service you are welcome to offer the delivery fee free of charge. You may experience the customer complain about the discomfort and how this is the stores' fault, you are welcome to offer a 50% discount on the delivery fee as goodwill.
Mattress Top Tips
My Mattress Feels Really Firm
• Mattresses may feel firmer to begin with, explain that this is completely normal & to be expected. With use, the mattress will settle and begin to soften. This is often referred to as the Settlement Period . • You can compare this to buying a new pair of shoes, you need to break them in before they start to feel comfortable. With use, the mattress should start to soften and the fillings should begin to contour to your body. • Politely suggest or advise the customer to try and test their mattress for 2-4 weeks, if their still not getting on with it, reassure them they can utilise our 100 Night Comfort Guarantee .
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