Bed ordered Sept not being delivered until January

louismcd

Dear Money Savers

I'm not sure where to start with this one... I will give you a bit of background information - this is pasted in from the complaint letter I sent recently

"I’m writing to complain about the above order.

I ordered the bed online on Thursday 15 September. I spoke to the delivery team the following day (Friday 16 September) to arrange delivery. Delivery was arranged for Friday 30 September. When I finished work on Friday 16 September I went shopping to Wrexham to look for a duvet cover set. I was near the Dreams store in Wrexham so thought I would pop in and have a look what bedding sets they might stock. The bed I had ordered was on display and I was speaking to a sales advisor who found it hard to believe I had been able to arrange delivery on the 30 September as they were being told that there would be no stock until mid-November.

I then received a phone call on Tuesday 27 September, days before delivery date, stating that due to no stock the bed couldn’t be delivered until November. As soon as the advisor said they were calling from Dreams I knew what they were going to say.

I think it is embarrassing that areas of a reputable company such as Dreams don’t have access to the same information. The same day that I arranged delivery with one member of your staff I was told by another member of your staff that they knew there wasn’t any stock.
After ordering my new bed I started the process of selling my, then current, bed. I agreed the sale of the bed and organised collection on Friday 30 September to coincide with the delivery of the new bed. I now have no bed and just a mattress to sleep on – I work 6 days a week and rely on a good night’s sleep. Since Friday I have not had a good night’s sleep and it seems this will continue until 15 November, my current delivery date.

I have spoken to a Customer Services Advisor last week and the only thing I was offered in the way of compensation was £10 refund of my order, I obviously accepted this. After sleeping on a mattress for not even a week and know that this must continue for another 6 weeks I don’t feel £10 is adequate."

Dreams have responded offering me either a further £9 to cover the full delivery charge, or £30 Dreams vouchers, or a different bed up to the Value of £220. The bed I ordered is now selling for £499 but was £189 introductory price when I ordered it.

I asked them for the vouchers as they're worth more to me. They responded stating that they would send the vouchers but now the bed won't be delivered until January.

I am extremely annoyed - I paid for the bed on-line at the time of ordering. What rights do I have? I was going to ask them to price match for a new bed up to £499 (current selling price of bed I ordered) but there's nothing on there that takes my fancy.

If you're still reading, thank you, and I would be grateful for any advice you can offer.

kazwookie

I'd be asking for my money back in full, and go somewhere else, checking order to delivery dates before you order.

louismcd

Thanks for your reply.

If I could get the bed elsewhere I would but I can't - it's a lovely bed and the one I want but the customer service has been awful right from the start.

I spoke to their delivery team and verified stock - when they say they will have stock in 2 weeks you believe them. They said it would take an extra week (30th September) because there wasn't any stock. Then it was moved to 15th November and now they are saying January.

anmarj

I understand what you are saying about deliverys but it may not be Dreams that have moved the delivery times, it could be the manufacturer that has done it. And having worked for MFI I know the hassle involves.

If they have offered you another bed up to £220 then I don't see them going for £499, you only paid £189. They effectivly only have to put you back in the position you were in before you ordered ie full refund of £189, any thing else is goodwill gesture, you can try and up the compensation but be realistic about what you are asking for.

texranger

well when i recently went for a new bed the one i liked had a waiting delivery time of 12 weeks, so i asked the sales advisor about what stock levels on other beds they have on display. At first he said sorry cant give you that information, so i said oh well i will take my £300 elsewhere for a bed at this [point he told me to wait their and he will speak to the manager (manager must of been the invisable man) as he went to a desk in the corner of the showroom, opened a draw and pulled out a folder (not once did he call or speak to anyone), he come back to me with this folder and said ive spoken to my manager (strange as the desk was in my line of sight and he never spoke to anyone) and he said that these are the beds that we currently have as deliverable stock ands he showed me several beds on display that were in stock. i chose a bed and he told me that it would be delivered in 2 days as they use an independant to deliver their beds. i told him to write this on the receipt and sign the statement, which he did. 2 days came and no bed so on the 3rd day i telephoned the store and was told, sorry this bed it not in stock and will be delivered in 16 weeks. i told them that i have a signed statement that this was in stock and would be delivered 2 days after ordering, which the sales advisor did not believe me (this was a different advisor who took the order). i then decided to go to the store with this reciept and statement, when i showed this to the advisor he was shocked and called his managed over who was in the store at the time. he told me to leave it with him and he will call me back, so i went home. i was not home 30 minutes when a van turned up with my bed that i was told was not in stock and would be delivered in 16 weeks. the following day i received a letter from the head office with a cheque for 50% of what i paid and an apology

Pinkypants

louismcd, just ask for your money back and shop elsewhere. Pain in the bum I know, but that's life.

There is no way Dreams will price match the £499 price as you didn't pay that.

louismcd

This is what I would normally do but the bed can only be purchased from dreams and I have my heart set on it - I think I'm just going to have to wait patiently until January

Pinkypants

louismcd wrote: »

This is what I would normally do but the bed can only be purchased from dreams and I have my heart set on it - I think I'm just going to have to wait patiently until January

Who makes it and what model is it?

I may be able to find out what other name it goes by.