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Vent and Warning - Dreams: more like nightmares!
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missamoo
Posts: 204 Forumite
My parents recently bought a mattress and a headboard from Dreams and I have been shocked at the service they received.
Firstly, my dad made an error and they ordered a King size mattress and headboard instead of a double (he measured the quilt, not the bed silly man!) When they rang up to change the order, not only are they still being charged for the King size products, which are considerably more expensive than the double, but Dreams tried to charge them a 20% amendment to order fee! They managed to talk them down to 10% but it seems a right rip of to me.
Delivery was arranged for yesterday and they made sure they were in all day to receive it. By 4pm when it still hadn't arrived they rang up the courier Yodel to find out where it was, to be informed that i hadn't even arrived at the depot yet! It seems that Dreams arrange a day for delivery, but don't ensure that the product will be at the delivery depot for it to be delivered! They've been told it won't arrive at the depot until 24th Dec, which means they're unlikely to receive their goods before the new year. Apparently the way their system works is that they book a date regardless and if it isn't delivered they just rebook another date.
fortunately they are both retired so more annoyed than anything, but imagine they'd got rid of their old mattress to make room for the new one and so ended up sleeping on just the divan bottom part of the bed into the New Year?
Any ideas on what their rights are in this situation. the order was made in store so distance selling rights don't apply i think.
Firstly, my dad made an error and they ordered a King size mattress and headboard instead of a double (he measured the quilt, not the bed silly man!) When they rang up to change the order, not only are they still being charged for the King size products, which are considerably more expensive than the double, but Dreams tried to charge them a 20% amendment to order fee! They managed to talk them down to 10% but it seems a right rip of to me.
Delivery was arranged for yesterday and they made sure they were in all day to receive it. By 4pm when it still hadn't arrived they rang up the courier Yodel to find out where it was, to be informed that i hadn't even arrived at the depot yet! It seems that Dreams arrange a day for delivery, but don't ensure that the product will be at the delivery depot for it to be delivered! They've been told it won't arrive at the depot until 24th Dec, which means they're unlikely to receive their goods before the new year. Apparently the way their system works is that they book a date regardless and if it isn't delivered they just rebook another date.
fortunately they are both retired so more annoyed than anything, but imagine they'd got rid of their old mattress to make room for the new one and so ended up sleeping on just the divan bottom part of the bed into the New Year?
Any ideas on what their rights are in this situation. the order was made in store so distance selling rights don't apply i think.
I'm playing all the right notes, just not necessarily in the right order!
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