Buyer Beware - Yellow Stained Mattress
We bought a mattress for +$1000 on Saturday 24/7/21 sales staff were fabulous. Not in stock, the store requested a delivery from their warehouse to the Cannington store. We were notified the mattress was available to pickup, which we did on the 27/7/21. A quick trip home and we unwrapped the plastic to discover a cringeworthy yellow stain on the underside. I rang the store immediately and emailed through photos of the damage. They responded today 28/7/21 saying they would not be replacing the mattress as it left the store in a 'good condition'. Staff in the store had no way of knowing that for sure, as it was wrapped/sealed in both clear and opaque white plastic. The product is not of acceptable quality to be sold and should never have left the warehouse. It is unacceptable to sell a stained mattress as 'new' and expect people to sleep on it! Please make sure you request them to unwrap the mattress in store and inspect the mattress in full! It is also poor form to not have a customer service team or head office number consumers can contact with issues relating to a store.

Approximate cost: $1079

I purchased a mattress (Floor Stock display Model) from Beds n Dreams Hoppers crossing on 23 April Sunday at 3:20PM and the sales staff advised us that the mattress is award winning mattress and will be a great buy as it is on discount.

I paid for the mattress in full through my credit card and I was not told the terms and conditions for the sale and the return policy was also not told nor was visible at the shop. This is evident through the original sales invoice requires customer and sales staff signature, which were not signed by both of us as the sales person did not touch the terms and conditions aspect at all.

I have two small kids (one 2 years and another 7 months old), at night I realized that the mattress will be too high for my kids and it is not safe for them as the it is a double pocket spring mattress (38 CM high), normal mattress in industry are 26-30 CM. The next day Monday April 24, near 11:30 AM, I called them and asked them to let me know the height of mattress and they confirmed it is 38 CM, when I checked this height against my bed frame it was too high and was totally unsafe for my kids to sleep on and will cover the whole bed frame as well which does not look good. I asked them to not deliver it and I want to cancel the purchase.

I went to their shop on Tuesday April 25th and demanded a full refund, I was told they will deduct 25% and refund me the remaining. I asked 25% is $500 and is too much and what is their basis for their deduction and they said its their packing cost for packing the mattress in plastic(which I believe is unreasonable and not true). The sales staff when realised I am demanding a refund showed his real inside and was rude at that time when he felt I am demanding a sales refund, he told me there is a cost of packing involved $500 and asked me "will I work for free for some? Until I was going ahead with sale he was happy and had smile but when I demanded refund he showed his real dark side. I advised them I was not told about the terms and conditions and the original invoice is also not signed by me or yourself hence the terms and conditions I am not aware of or agreed between us at time of sale.

I called in a manager and she was also not cooperative, they just do not want to loose their sale or refund me money. She mentioned if I buy something else from their shop then they will not deduct $500 or I can get a credit note instead.

I believe that I have the right to full refund as:
1- If I had known about the mattress height, at time of sale which was unsafe for my kids I would have never bought the mattress.
2- The mattress is very high and above industry height as it is a double pocket spring mattress which is totally unsafe for my child and infant.

Beds n Dreams have deducted 25% of total invoice $ 518 and reimbursed me $ 1555.5 (I paid total $ 2074) I strongly believe the business has not followed its policies of getting my signatures on terms and conditions section of the invoice and I was not told on their terms and conditions and company policy as well as they are taking undue advantage of charging me $500 for a floor stock display model mattress which was already on their shop and never left their premises for delivery. I think the business is totally unfair and due to recording their sale they had taken undue advantage.

I strongly believe that as I was not aware of the height of the mattress at time of sale (not highlighted by the sales staff at time of sale even when my kids were me, he couldn't have told me that this mattress is very high and unsafe for your small kids) and the mattress is not safe for my kids therefore, I want a full refund. The business unethical behavior is that if they are willing to wave off $ 500 if I buy something else from them means the cost they are claiming they incurred $500 is not true.

I have raised the complaint with Consumer affair victoria as well as ACCC, hopefully they will take up the matter and help the consumer out.

My advise to all future customers is not go with these small business as they do not have customer friendly terms and conditions and I can see from other people comments as well that several other customers had some sort of issue with this company services. Avoid them and better go to good shops [redacted] - at they are doing good business and do not care for these small petty things. (Btw I bought a mattress later from their competitor and told them this story and they gave me extra discount and gifted one memory foam pillow worth $ 100 free keeping in view how these rippers ripped me off $500)

Approximate cost: $2074

I am not someone that would usually take the time to write a review but i refuse to let others be as disappointed and treated the same!
Damaged goods: Rips in leather. Indents in stuffing. Threads loose. For $$$$thousands of dollars i expected a bed that was brand new. Quality was horrible. Slats flimsy and short. They offered to replace the bed and the replacement bed arrived and was of even poorer quality that they said they would all be like that and offered a refund.
Horrible customer service throughout. The only thing they actually knew how to do and took ownership for was the actual sale when i was in store. No one took ownership after this point, knew their job well or could assist properly. No one called back when they said they would on a number of occasions. Constantly passing responsibility on to others and delegating tasks to other staff members. Rude delivery men that sat there putting down the quality of the beds and slurring the company.
After the second bed was delivered they offered a full refund. Headoffice were shocking and yelled at me when i asked if i could have an eta on refund so i can order a bed elsewhere. They also expected us to dismantle the frame ourselves which we refused to do so no damage blame could be put on us.
Do NOT order anything from here. Absolutely horrible in a number of ways.
Don't even assume you will have better luck. Put your good money into a company that is worth spending at.
Rubbish!!

Approximate cost: $4000