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Dreams more like nightmares
merv1419
Posts: 4 Newbie
Hi,
Can you help and tell me where we stand in this situation, we feel let down and that we have been lied to from the start.
On 21st January 2012 we went into dreams, having saved up for many months to purchase a high quality mattress that would help with my wife's back problems.
We chose Dreams as it is a large company that advertises quality products with "the highest level of customer service with highly trained dedicated teams to assist”
We chose a top of your range mattress The Connoisseur at a cost of £1,899.00, before we ordered the mattress we told the manager that we had a superking bed and at present a memory foam type mattress and that it had been very difficult to get upstairs when we originally got it as we have a central staircase, we were concerned as the new mattress was springs and memory foam and asked her specifically if it would fit, she replied with confidence that the delivery company were experts and got bonuses for ensuring the mattress was delivered to the bedroom and that "they would get it in".
We paid £310.00 deposit on my debit card, then went to the building society and returned to the store a short while later with £1,589 in cash.
The manager arranged with us a delivery date of 14th February, my wife and I are both Police Officers and work shifts so we have to plan such things around our days off.
The manager then informed us that due to the store been a new store just opened we were entilted to a free mattress cover and £150.00 worth of free bedding and free 10yrs guarantee. we chose some bedding and left the store.
A few days before the 14 Feb dreams deleivery rang to say they would not be delivering on the 14th and it would now be the following Saturday we had to arrange to alter shifts with work.
I was working nights on the Friday before the delivery so we had to put our own mattress outside the night before as my wife couldn’t have done it on her own on the Saturday morning, during the Friday night there was heavy rain.
My daughter had stayed at my wife mother’s so I could go to sleep in her bed when I came home from nights.
On Saturday 18th the two delivery men arrived with the mattress and before they even un loaded it said it was not going to go up the central staircase ,My wife told them she had asked the manager about this and she had said they were experts and they were paid bonuses to get the mattress in, the chap said we are experts but the store should never have sold us that type of mattress as there is no way they will bend to go round the corner to the staircase he also showed me the delivery invoice to prove there was nothing on it about a difficult delivery.
As she was due to go to work in the afternoon she had to then rush down to the store and she spoke with the manager, my wife explained what had happened and her response was "I don't really know what you want me to do" my wife explained we had no mattress to sleep on and reminded the manager what we had said re the difficulty prior to ordering and paying for the bed, her response to that was "well I have never been in your house so how would I know it wouldn’t fit" after further discussion the manager eventually said she could re order the same mattress but as a split mattress with a zip centre effectively two mattresses that could be zipped together and that she was willing to loan us one of the pre packed mattresses they had in store until the re ordered one was delivered, but we would have to collect the loan one ourselves, we did not have much choice and my wife had to rang me to collect the loan mattress.
The manager stated she was ordering the new mattress that day.
Another delivery date was arranged for the new split mattress but again this date was changed at short notice and I husband had to take a day’s annual leave to be in for the delivery.
On 6th March the delivery arrived with exactly the same superking mattress they has brought before and not the spilt mattress the manager said she had ordered.
I again returned to the store to try rectify the problem and was told that the manager was not in and it was best to ring customer services, so I went outside and rang dreams customer care line and was told there was no order for a spilt mattress in their systems, I was told there would be enquiries made and the manager would contact us the following day.
On 7th March my wife spoke to the manager who told her it was a mistake by the delivery warehouse, my wife told her they had said there was no re order on their systems for the spilt mattress, she said she had ordered it.
My wife said she had lost all faith in the company and wanted a full refund, the manager stated she would e mail the finance department for a refund of the full amount excluding the value of £299.00 for the loan mattress until it was returned, my wife accepted that and even said they could hold the full £310.00 deposit we had paid on our debit card until we returned with the loan mattress, she agreed and said when we returned the loan mattress to the store she would refund our debit card with the £310 .00 she said the other refund would come to us by cheque in 7 days.
Later that day my wife spoke to customer services as she wanted to check the systems had been updated and again wanted to ask why they had said no new spilt mattress had been ordered when the manager had assured us she had re ordered it.
My wife spoke customer services again on 7th March they again insisted that no new order had been placed and that there was nothing on the systems regarding a refund being organised the only notes on the system from dreams was to rearrange the delivery again of the original mattress, she asked my wife to hold and when she came back on the phone she said that she had spoken to the manager at the store and that the manager would ring her back straight away.
A few hours later my wife received a telephone call from the assistant manager at dreams who said the manager had gone home and was at a managers meeting all the next day and she had asked him to ring us.
The assistant manager said he was stood behind the manager when she had the conversation with my wife and confirmed the manager had told us she would e mail the finance dept regarding the refund, the assistant manager said the cheque would be with us within 5 to 10 days (not the 7 days the manager had originally stated)
We then had to go out and purchase a mattress that could be delivered ASAP so we could return the loan mattress and get our deposit refunded.
A few days later we received another telephone call from dreams delivery who said they was calling to arrange DELIVERY DATE for the connoisseur superking mattress that was now manufactured and ready to deliver I did ask if the call was a joke and when informed it wasn’t explained yet again the situation and was told there was nothing on their systems regarding the re-ordering of a split mattress or refund of the original money paid.
On 14th march we attended the dreams store to return the loan mattress, I spoke to the assistant manager who then informed us we could not have the £310.00 refunded on our card as it had to go to head office and would take another 5 to 10 days, we were not happy as the impression we had given was that as soon as we returned the loan mattress we would have the deposit we had paid on our debit card returned.
We told the assistant manager we were very un happy with the service we had received and in particular with the manager who we believe has lied to us about re ordering the spilt mattress and about sending an e mail for the refund, he said he would ring customer services and ask them to confirm the e mail had been sent from the manager re the refund.
The assistant manager spoke to customer services in my presence and they said they could NOT find any record of the email from the manager, customer services asked the assistant manager to look for the e mail from the manager but he said she tended to delete e mails once she had sorted them!!!
Customer services then said the date we said we had spoken to the manager re the refund he was on holiday so he couldn’t have spoken to her.
The assistant manager then said he would text the manager as she was not at work and her phone would be on silent.
The assistant manager then he would check her e mails, again no record of the e mail from the manager could befound.
While the 2 managers spoke my wife went out of the shop as she understood it may have been uncomfortable for the assistant manager.
A short while later on going back into the store the assistant manager said he had spoken withcustomer services who was updating the systems but because the refund was such a large amount it would have to go through head office and that they would NOT do a refund until someone from head office had spoken to us, (Claire had never mentioned anything regarding someone having to speak to me first and only further leads me to believe she never sent the e mail regarding the refund otherwise someone would have contacted us) he said someone from customer services would ring us in the next DAYor TWO , my wife asked why she could not speak to someone from the customer services while she was actually there in the store today to get it sorted out and he said customer services would NOT speak to her from in the store it was their policy!!!!!.
The assistant manager also said that the refund would have the "free bedding" cost deducted, My wife said she had not asked for, ordered, wanted or requested the free bedding so why after all the problems dreams had caused us should we pay for "freebedding" we said we wasn’t happy and wanted to speak to someone higher up to complain to the assistamt manager said the only thing we could do was ring customer services!! My wife said she was exhausted with ringing customer services and she wanted a direct number, he said she could only ring customer services or wait for them to ring us.
My wife left the store in total disgust, she sat in their car park and rang customer services and spoke to an operator, she told her everything that had happened and she said the only additions to our order were the two failed deliveries there were absolutely no notes until today regarding a refund and that e mails could NOT be lost in the system as they either go to deliveries or head office she apologised and said we should tell the person from customer service excellence who would be ringing us in the next 3 to 10 working days..... the assistant manager had five minutes previously told my wife she would get a call within the next day or two.
All we wanted was the pleasure of a quality mattress that we had worked hard to save up for, had it not been for the total incompetence,complete lack of regard from your manager and above all the quite outrageous lies from your staff we would have been happy to wait the few extra weeks for the new split mattress, we have been honest and open from the onset and as it stands I am furious and quite honestly cannot believe the way in which the staff do not seem to care at all about the customers ans the reputation of the company.
On 14th march, as I was preparing to send the complaint e-mail, I checked my e-mails and I saw that I just have received a notification e-mail from dreams stating “our mattress is ready and will be delivered 23/03/12”, outstanding !!!, I sent the e-mail and awaited a response.
On 16th march my wife recieved a call from dreams stating they had recieved the e-mail and were not happy how we had been treated and were investigating the incident.
Today 23rd march my wife recieved a call stating that they had looked into the incident and were sending ou a letter of appology and a refund minus the cost of the FREE bedding, again my wife tried to argue the fact that it was free but it fell on deaf ears.
So if you are still awake, as it stands dreams have nearly £2000 of our money, we have a cheaper mattress and have been lied to and treated like idiots from the start, where do we stand in all this and what can we do apart from never stepping foot in another dreams store.
Regards
Ian hughes.
Can you help and tell me where we stand in this situation, we feel let down and that we have been lied to from the start.
On 21st January 2012 we went into dreams, having saved up for many months to purchase a high quality mattress that would help with my wife's back problems.
We chose Dreams as it is a large company that advertises quality products with "the highest level of customer service with highly trained dedicated teams to assist”
We chose a top of your range mattress The Connoisseur at a cost of £1,899.00, before we ordered the mattress we told the manager that we had a superking bed and at present a memory foam type mattress and that it had been very difficult to get upstairs when we originally got it as we have a central staircase, we were concerned as the new mattress was springs and memory foam and asked her specifically if it would fit, she replied with confidence that the delivery company were experts and got bonuses for ensuring the mattress was delivered to the bedroom and that "they would get it in".
We paid £310.00 deposit on my debit card, then went to the building society and returned to the store a short while later with £1,589 in cash.
The manager arranged with us a delivery date of 14th February, my wife and I are both Police Officers and work shifts so we have to plan such things around our days off.
The manager then informed us that due to the store been a new store just opened we were entilted to a free mattress cover and £150.00 worth of free bedding and free 10yrs guarantee. we chose some bedding and left the store.
A few days before the 14 Feb dreams deleivery rang to say they would not be delivering on the 14th and it would now be the following Saturday we had to arrange to alter shifts with work.
I was working nights on the Friday before the delivery so we had to put our own mattress outside the night before as my wife couldn’t have done it on her own on the Saturday morning, during the Friday night there was heavy rain.
My daughter had stayed at my wife mother’s so I could go to sleep in her bed when I came home from nights.
On Saturday 18th the two delivery men arrived with the mattress and before they even un loaded it said it was not going to go up the central staircase ,My wife told them she had asked the manager about this and she had said they were experts and they were paid bonuses to get the mattress in, the chap said we are experts but the store should never have sold us that type of mattress as there is no way they will bend to go round the corner to the staircase he also showed me the delivery invoice to prove there was nothing on it about a difficult delivery.
As she was due to go to work in the afternoon she had to then rush down to the store and she spoke with the manager, my wife explained what had happened and her response was "I don't really know what you want me to do" my wife explained we had no mattress to sleep on and reminded the manager what we had said re the difficulty prior to ordering and paying for the bed, her response to that was "well I have never been in your house so how would I know it wouldn’t fit" after further discussion the manager eventually said she could re order the same mattress but as a split mattress with a zip centre effectively two mattresses that could be zipped together and that she was willing to loan us one of the pre packed mattresses they had in store until the re ordered one was delivered, but we would have to collect the loan one ourselves, we did not have much choice and my wife had to rang me to collect the loan mattress.
The manager stated she was ordering the new mattress that day.
Another delivery date was arranged for the new split mattress but again this date was changed at short notice and I husband had to take a day’s annual leave to be in for the delivery.
On 6th March the delivery arrived with exactly the same superking mattress they has brought before and not the spilt mattress the manager said she had ordered.
I again returned to the store to try rectify the problem and was told that the manager was not in and it was best to ring customer services, so I went outside and rang dreams customer care line and was told there was no order for a spilt mattress in their systems, I was told there would be enquiries made and the manager would contact us the following day.
On 7th March my wife spoke to the manager who told her it was a mistake by the delivery warehouse, my wife told her they had said there was no re order on their systems for the spilt mattress, she said she had ordered it.
My wife said she had lost all faith in the company and wanted a full refund, the manager stated she would e mail the finance department for a refund of the full amount excluding the value of £299.00 for the loan mattress until it was returned, my wife accepted that and even said they could hold the full £310.00 deposit we had paid on our debit card until we returned with the loan mattress, she agreed and said when we returned the loan mattress to the store she would refund our debit card with the £310 .00 she said the other refund would come to us by cheque in 7 days.
Later that day my wife spoke to customer services as she wanted to check the systems had been updated and again wanted to ask why they had said no new spilt mattress had been ordered when the manager had assured us she had re ordered it.
My wife spoke customer services again on 7th March they again insisted that no new order had been placed and that there was nothing on the systems regarding a refund being organised the only notes on the system from dreams was to rearrange the delivery again of the original mattress, she asked my wife to hold and when she came back on the phone she said that she had spoken to the manager at the store and that the manager would ring her back straight away.
A few hours later my wife received a telephone call from the assistant manager at dreams who said the manager had gone home and was at a managers meeting all the next day and she had asked him to ring us.
The assistant manager said he was stood behind the manager when she had the conversation with my wife and confirmed the manager had told us she would e mail the finance dept regarding the refund, the assistant manager said the cheque would be with us within 5 to 10 days (not the 7 days the manager had originally stated)
We then had to go out and purchase a mattress that could be delivered ASAP so we could return the loan mattress and get our deposit refunded.
A few days later we received another telephone call from dreams delivery who said they was calling to arrange DELIVERY DATE for the connoisseur superking mattress that was now manufactured and ready to deliver I did ask if the call was a joke and when informed it wasn’t explained yet again the situation and was told there was nothing on their systems regarding the re-ordering of a split mattress or refund of the original money paid.
On 14th march we attended the dreams store to return the loan mattress, I spoke to the assistant manager who then informed us we could not have the £310.00 refunded on our card as it had to go to head office and would take another 5 to 10 days, we were not happy as the impression we had given was that as soon as we returned the loan mattress we would have the deposit we had paid on our debit card returned.
We told the assistant manager we were very un happy with the service we had received and in particular with the manager who we believe has lied to us about re ordering the spilt mattress and about sending an e mail for the refund, he said he would ring customer services and ask them to confirm the e mail had been sent from the manager re the refund.
The assistant manager spoke to customer services in my presence and they said they could NOT find any record of the email from the manager, customer services asked the assistant manager to look for the e mail from the manager but he said she tended to delete e mails once she had sorted them!!!
Customer services then said the date we said we had spoken to the manager re the refund he was on holiday so he couldn’t have spoken to her.
The assistant manager then said he would text the manager as she was not at work and her phone would be on silent.
The assistant manager then he would check her e mails, again no record of the e mail from the manager could befound.
While the 2 managers spoke my wife went out of the shop as she understood it may have been uncomfortable for the assistant manager.
A short while later on going back into the store the assistant manager said he had spoken withcustomer services who was updating the systems but because the refund was such a large amount it would have to go through head office and that they would NOT do a refund until someone from head office had spoken to us, (Claire had never mentioned anything regarding someone having to speak to me first and only further leads me to believe she never sent the e mail regarding the refund otherwise someone would have contacted us) he said someone from customer services would ring us in the next DAYor TWO , my wife asked why she could not speak to someone from the customer services while she was actually there in the store today to get it sorted out and he said customer services would NOT speak to her from in the store it was their policy!!!!!.
The assistant manager also said that the refund would have the "free bedding" cost deducted, My wife said she had not asked for, ordered, wanted or requested the free bedding so why after all the problems dreams had caused us should we pay for "freebedding" we said we wasn’t happy and wanted to speak to someone higher up to complain to the assistamt manager said the only thing we could do was ring customer services!! My wife said she was exhausted with ringing customer services and she wanted a direct number, he said she could only ring customer services or wait for them to ring us.
My wife left the store in total disgust, she sat in their car park and rang customer services and spoke to an operator, she told her everything that had happened and she said the only additions to our order were the two failed deliveries there were absolutely no notes until today regarding a refund and that e mails could NOT be lost in the system as they either go to deliveries or head office she apologised and said we should tell the person from customer service excellence who would be ringing us in the next 3 to 10 working days..... the assistant manager had five minutes previously told my wife she would get a call within the next day or two.
All we wanted was the pleasure of a quality mattress that we had worked hard to save up for, had it not been for the total incompetence,complete lack of regard from your manager and above all the quite outrageous lies from your staff we would have been happy to wait the few extra weeks for the new split mattress, we have been honest and open from the onset and as it stands I am furious and quite honestly cannot believe the way in which the staff do not seem to care at all about the customers ans the reputation of the company.
On 14th march, as I was preparing to send the complaint e-mail, I checked my e-mails and I saw that I just have received a notification e-mail from dreams stating “our mattress is ready and will be delivered 23/03/12”, outstanding !!!, I sent the e-mail and awaited a response.
On 16th march my wife recieved a call from dreams stating they had recieved the e-mail and were not happy how we had been treated and were investigating the incident.
Today 23rd march my wife recieved a call stating that they had looked into the incident and were sending ou a letter of appology and a refund minus the cost of the FREE bedding, again my wife tried to argue the fact that it was free but it fell on deaf ears.
So if you are still awake, as it stands dreams have nearly £2000 of our money, we have a cheaper mattress and have been lied to and treated like idiots from the start, where do we stand in all this and what can we do apart from never stepping foot in another dreams store.
Regards
Ian hughes.
0
Comments
-
Your question seems to be what do you do next?
Write a letter before action.
Keep it brief and to the point.
Stating that you have been promised a refund of £xxx.xx.
State that if you do not have this money in the next 14 days then you will start legal action to recover your money.
Google will find many sample LBAs.
Send it recorded delivery to their customer services and the manager of the branch.
While waiting for a response, have a look at the Money Claim OnLine website.
It really is a simple process, but often the LBA has the desired effect.
Whatever you do, do not send a letter anything near as long as that post above.
It will go straight in the bin.
Your letter should probably not be as long as this post I have just written.0 -
Thanks but how can I explain our disgust and frustrasion without all the details.
will try tho
Ian0 -
In my opinion, all emotion should be kept out of an LBA.Thanks but how can I explain our disgust and frustrasion without all the details.
will try tho
Ian
No details, just four facts...- The problem... they owe you money.
- The desired solution... they pay you the money.
- When it should happen... within 14 days.
- What happens if they don't pay within that timescale... you go to court.
If you want to express your disgust and frustrations, then do that after you have got your refund.0 -
The problem is they have agreed to the refund now but want to keep some of the money for the bedding that was supposed to be free when we purchased the mattress.
I uppose I could wait till I get the refund then fight for the rest!!0 -
Return the "free" bedding? (I presume they haven't made any stipulation about it being unused).
0
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