Dreams Beds Turning into Nightmare

aberdeensaver

Hi All,

Not posted on this board before, I would like to say its because I have never been as angry as I am this week and would like some advice on how to get some compensation from Dreams the bed store.

Background:

On 11th September we purchased a bed, two mattresses and a duvet, total cost was over £1,100. We had to pay on the credit card as because of a mistake with the spelling of our names by DFS we were unable to take advantage of the buy now pay later. We were able to take the mattresses and duvet away with us at the time, and hand written on the bottom of our reciept the sales rep had written delivery withing 2 - 4 weeks.

After 4 weeks I called Dreams customer service to be told that they had run out of stock and that I would need to wait to get the bed.

After 8 weels I called Dreams to be told the item wouldnt be coming into stock until the end of November. Each time I called I expressed my disgust that nobody had called me the customer to explain any of this and I was having to continually chase.

On Thursday last week we got a phone call to say the bed was being delivered that day, we asked if they could wait until Monday as Thursday was not a suitable day for me workwise to stay at home and wait for it.

Monday arrived, I spent the morning taking apart my old bed and carrying it down stairs to make room for the new black leather bed. The delivery drivers (Yodel) arrived, they carried the 5 boxes up stairs to the bedroom and left.

I sat down to put the bed together, opened box number 1, which contained the sides of the bed only to find they were cream, not black, I opened box two - cream. At this point I admit I was getting past caring and thought 'oh well the cream seems nice maybe the OH will not notice!' opened the third box (the headboard) - BLACK!!!

At this point I just gave up, I refuse to build a multi colour bed knowing I will need to take it down again, I dont have room to build the old bed in the room as well as all the boxes of bits of different colour beds so I call Dreams.

The following came out of the customer service rep 'oh thats a bit of a mistake, will I order you the bed in black' Now as far as I am concerned I have ordered and paid for a black bed some 3 months previous. In the end I lost the plot with the guy as he couldnt tell me when he could get a new bed too me and he was unable to let me know how to get rid of the boxes of different colour bits of bed.

I drove, angrily to the store that I purchased the bed, and explained what had happened, they were better, but couldnt collect the old bed, and cant get me replacement parts to make up the black bed until the end of this week, this will result in me needing to take another day off work to wait home for the driver, and a few nights of having to kip in the spare room, which is a bit of an inconvenience.

Anyways the long and the short of it is, I want to try and claim for compensation, my daily rate of pay is just shy of £100, plus three long phone calls to 0844 numbers (I can prove I made them all) which total the best part of £8.00 do you think this is plausable or should I just accept the new bed when it arrives and be greatful for a good nights kip?!

Thanks for reading

E x

squeaky

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dark^knight

Why can't companies get things right in the first place, and if there are mistakes, just try and resolve them instead of making people go round in circles.

Just annoying this kind of issue.

aberdeensaver

Just an update on the bed situation, got told by Dreams the bed would get delivered today, called the delivery company to find out what time they would be coming as I was only able to take a half day off work, and low and behold the delivery company know nothing about it and therefore are delivering nothing to us today. I am loosing the plot with them.

dogbert74

I'm sorry to hear of your issues with Dreams, I've had problems with them in the past too and the only way I got it resolved was basically threatening to cancel my order (it's unfortunate you had to pay outright, if they fear they won't get anything from you they soon buck their service up).

In my case, I had taken a day off work to wait for delivery of a £1100 bed (possibly the same one as you, leather headboard, pillowtop mattress, the works). Mid afternoon nothing had arrived, and I just happened to be walking across the hallway when my letterbox popped open and a card was pushed through it, followed by the sound of feet literally sprinting away down the stairs. I should mention we live in a modern block of flats, on the 3rd floor (ie - the top). I picked up the card to find, to my horror, it was a ''Sorry you weren't home'' card! I was livid - there was no knock on the door - and bolted down the stairs to find the Dreams van pulling away sharpish. I was straight on the phone to the store, who told me they would contact the warehouse to find out what the problem was. I got a call back saying that they had phoned my home, and left a message on the answer machine because there was no answer. Two things wrong with that:
1 - I was home and the phone hadn't rung all day
2 - We don't have an answering machine.

They then told me it wouldn't be possible to deliver my bed that day, and would I like to rearrange delivery for another day. It was at this point I told them to cancel my order and I would go elsewhere, and seeing the prospect of losing £1100 suddenly they were most helpful, in fact the warehouse manager himself delivered the bed that very evening, with a crew of unhappy looking recruits.

So, it ended well enough for me after some faffing, but really, there are some serious issues with their delivery company and after sales.

Good luck to you and I hope you get this sorted out pronto!

culpan183

Am currently in dispute with dreams over part delivered order
Spent hours on phone sent letters to CEO and e-mails demanding refunds.
They do not have the courtesy to contact you
Can only sympathise with everone who has had problems with this company
They also use Yodel as a courier who in my opinion are not much better either.
We all learn from our mistakes, better paying that bit extra in future and using a more reputable company

Happy new year and best of luck.
If refund appears will let you know and what method was most effective am even considering a vigil outside my local store to stop any more unfortunate members of the public being duped.

ash28

We had problems with Dreams - I ordered a set of bunk beds and mattresses for our spare room (for the grandchildren), I wanted beds that they had in stock - so the salesman said the bunks were in stock - I asked him 3 times if they were in stock - the third time as I handed over my card to pay and each time he said they were. Delivery was arranged for a week before grandchildren's visit (we'd moved and it was their first overnight stay).

The day of delivery I got a voicemail saying the beds weren't in stock and they would ring me when they were in stock. I was bl**dy livid - 3 times I'd asked the salesman if they actually had them and 3 times he said yes.

I rang customer services and a nice young lad told me they had never been in stock!! I told him I wanted to cancel the order - I'd wanted the beds for a specific date and they failed to deliver. He told me someone would ring within 3 working days.

A couple of days later someone called and offered me money off the order - they couldn't give me a delivery date on the beds but expected me to wait indefinitely. - so I said no - I wanted a refund - they then asked if I would like to spend the money on something else from the store - I said no - I would never do business with them again as they had lied at the very beginning about stock. If I had known I would never have placed the order with them in the first place.

The money was refunded to my card the next day - so can't fault them there.

I ended up ordering very similar bunks made by the same manufacturer through a company offering next day delivery for the bunks and mattresses and the bunks would be coming from the manufacturer as they had no stock themselves - the next day I had 2 deliveries - one for the bunks and one for the mattresses - absolutely delighted and the cost was less than half of that Dreams were charging.

I was just grateful that the young lad (sounded about 17) I spoke to in customer services told me the bunks had never been in stock - I'll bet he got his wrist slapped.

Good luck to anyone having to deal with them.

thenagaraja

Dreams PLC (Bed and Furniture Retailer)

3 April 2012
Order Number: *PM me and I will provide*
(Wardrobe, bed, mattress, chest of drawers)
Delivery and fitting on Sept 1

Paid in Full with Dreams Northampton manager, Mark.

Explained all fully paid items are reserved and await delivery date - no stock shuffling near delivery date.
*** Items were part of a wedding gift to my sister and her husband in London ***

Order Number: Unavailable
(Bedside drawer)
Paid 4 Aug - in full with Dreams Northampton - said all delivery and fitting arrangements are still intact

*** No contact for the 5 months from 1st order to delivery date ***

Call from Lisa at Enfield Depot - 31 Aug (day before) - items not in stock - no delivery

31 August -
Spoke to David at Dreams Northampton called to find out
Also speak to Chris Bell (CBT11) at Dreams CS (Customer Services) who would phone me back

David arranged a temporary bed for delivery and fitting on Monday 2nd Sept
Chris Bell provided a refund of £200 (not evident yet on 6 September) - but didnt phone back

End of day - no call back!

2 Sept
Temporary Bed arrived but not fitted until several attempts to David was fitted at 7~9pm on the day
Main order to be taken care of after this temporary bed was resolved

3 Sept
Lisa at Enfield Depot phoned and confirmed that the order was ready for delivery on 19th September - but no wardrobe or bed - refused delivery at this stage and

advised to speak to CS.

Chris unobtainable and spoke to Joe at CS, (JST10) who apologised for poor customer service and said he would find out and get Chris to phone back, in addition Joe

would phone me back to confirm the situation.
End of day - no call back!

4 Sept
Spoke to Ros (RAT5) and explained situation, apologised and understood, and said would just have to email the warehouse (as others have already and no response) and

would arrange call back.

Spoke to Dave at Dreams Northampton, who said he would look into it again and phone me back end of the day. I phoned back at 4pm and spoke to Sarj, who advised told

Dave and Mark were now out of office for 2 days and would have to phone back on Thursday/Friday.

End of day - no call back!

Opened dispute with credit card company for retailer DREAMS PLC with all details, expecting followup call in 7-10 working days.

5 Sept
Spoke to Ben (BCT03) at CS, who again apologised and understood and said he would email and phone other depots and see if anything can be arranged. Other depots refuse

to deliver to an postcode out of their areas, with no exceptions.

Confirmed bed had arrived but could not deliver any earlier than 19th September, and the wardrobe should arrive on 10th September and could potentially delivery all

items and fit them on 19th September.

I explained two conditions for non-refund:
1. All items must be delivered no later than 19th September (split delivery allowed)
2. At the delivery of each item, each item must be assembled on this date - not at the end

Breach of either of these conditions warrant a full refund considering the timescale of ordering, inability to call back customer, no advice of when items can be

delivered on time and so on. And they would have to arrange return delivery of all items due to their incompetence to provide a hassle free and reliable service.

No call back requested as I did not wish the need for one at this stage.

6 Sept
Kate some manager from CS phoned to apologise and understood the situation and request another 48 hours to address this issue. But it was made clear the above refund

conditions outlined on the 5th September to Ben at CS.

7 Sept
Kate the manager from CS that called the day before, calls to confirm no delivery can take place on 19th Sept, the stock wont come in until 20th September (AT THE EARLIEST) and delivery will take days/weeks after this.

Phoned David at Northampton store and cancelled order, also re-phoned my credit card company to cancel the order.

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

There you have it, a complete shambles of customer services department, a warehouse/depot that cant maintain stock or allocate or have communications with other

departments, a company unable to send instock items from other depots not serving the delivery postcode.

JUST......... NOT......... HAPPY

***
No chance of ever being a customer here again, no chance of recommending to anyone
***

I allowed the company to prove what it is capable of when trying to put things right...THE CHALLENGE WAS ON... in the end USELESS!!!

wealdroam

thenagaraja wrote: »

Dreams PLC (Bed and Furniture Retailer)

3 April 2012...
<snip the rest>

Why have you posted this on the Consumer Rights board?

There is no Consumer Rights issue here, and you have already done your venting, and got the attention of the Dreams rep, on the appropriate board...
https://forums.moneysavingexpert.com/discussion/comment/55663119#Comment_55663119
onwards.