Dreams Plc or should that be Nightmares Plc

spikeheeledvamp

I bought a bed frame from Dreams on 22nd July, and after 3 weeks it started to creak badly and wobble. I contacted Dreams who said they would send out an assessor to see if the bed was faulty and if so come and collect it and offer a replacement or refund. I asked for a refund.
An assessor came to my home on the 21st Aug and deemed the bed frame faulty. I contacted Dreams and they said they would collect the bed and I should have my refund within 7-10 working days.
Since then I have been in touch with Dreams (both the store and customer services), on several occasions to get the bed collected and get my refund. However they are refusing to give me a refund until I deliver the bed myself to their store, or pay £35 collection fee (as I didn't have the bed delivered in the first place. A friend kindly picked it up for me as I live just up the road from them and thought the £35 delivery fee was a bit excessive for such a small distance).
I have explained on may occasions that I cannot return the bed myself as I do not have a car big enough to fit the bed in, and as it was a manufacturing fault then they should come and collect it.
I contacted my credit card company on the 5th Sept explaining what was happening, who put the amount on dispute, only to find out yesterday (18th Sept) when I rang them, they have taken the amount off dispute as they had been in touch with Dreams who told them they were willing to settle the matter.
I told the credit card company that no one from Dreams had been in touch and they suggested I get in touch with Dreams again to find out what was happening, and then to contact the credit card company again to let them know what was happening.
I spoke to Dreams yesterday, who had no record on my account about the credit card company being in touch with them, they also had no account of my phone number, which I have given them several times. The chap I spoke to at Dreams said he will elevate it to a manager (which it was before I went to the credit card company). Dreams told me they will be in touch before Fri to arrange a collection and refund.
I get the feeling they won't be in touch so I will no doubt have to go the my credit card company again and get the amount taken off my card until it is sorted.
It's £100 they owe, and I cannot afford to just write it off. I'm thinking of going to the small claims court, but I'm conserned if I don't win I will have court costs to pay for as well as losing out on the money they owe.
Would greatly appreciate any advice on the matter.

Dreams_company_representative

spikeheeledvamp wrote: »

I bought a bed frame from Dreams on 22nd July, and after 3 weeks it started to creak badly and wobble. I contacted Dreams who said they would send out an assessor to see if the bed was faulty and if so come and collect it and offer a replacement or refund. I asked for a refund.
An assessor came to my home on the 21st Aug and deemed the bed frame faulty. I contacted Dreams and they said they would collect the bed and I should have my refund within 7-10 working days.
Since then I have been in touch with Dreams (both the store and customer services), on several occasions to get the bed collected and get my refund. However they are refusing to give me a refund until I deliver the bed myself to their store, or pay £35 collection fee (as I didn't have the bed delivered in the first place. A friend kindly picked it up for me as I live just up the road from them and thought the £35 delivery fee was a bit excessive for such a small distance).
I have explained on may occasions that I cannot return the bed myself as I do not have a car big enough to fit the bed in, and as it was a manufacturing fault then they should come and collect it.
I contacted my credit card company on the 5th Sept explaining what was happening, who put the amount on dispute, only to find out yesterday (18th Sept) when I rang them, they have taken the amount off dispute as they had been in touch with Dreams who told them they were willing to settle the matter.
I told the credit card company that no one from Dreams had been in touch and they suggested I get in touch with Dreams again to find out what was happening, and then to contact the credit card company again to let them know what was happening.
I spoke to Dreams yesterday, who had no record on my account about the credit card company being in touch with them, they also had no account of my phone number, which I have given them several times. The chap I spoke to at Dreams said he will elevate it to a manager (which it was before I went to the credit card company). Dreams told me they will be in touch before Fri to arrange a collection and refund.
I get the feeling they won't be in touch so I will no doubt have to go the my credit card company again and get the amount taken off my card until it is sorted.
It's £100 they owe, and I cannot afford to just write it off. I'm thinking of going to the small claims court, but I'm conserned if I don't win I will have court costs to pay for as well as losing out on the money they owe.
Would greatly appreciate any advice on the matter.

I am sorry to hear about the problems you have been having. Do you have an order number so I can look into this please?

spikeheeledvamp

Dreams_company_representative wrote: »

I am sorry to hear about the problems you have been having. Do you have an order number so I can look into this please?

Please PM me if you want my order number.

fluffnutter

I hope you get the support you need from the Dreams representative, OP. As you're returning the bed as faulty, the SOGA stipulates that all costs must be reimbursed, so Dreams are contravening this if they demand you pay for transportation. Nor can they demand that you arrange the return if this is inconvenient for you. HTH.

spikeheeledvamp

Thanks Fluff. When our credit card company spoke to Dreams they said they would be willing to contact us and sort it out. We never heard anything from them. I'm suprised that they would even lie to a credit card company just to get the money back. :-0

pulliptears

At the risk of stating the obvious, have you tried tightening the screws? I have a bed that Dreams sell (wasn't bought from Dreams I add but a small, independent bed store for a third of the price), the construction is such that every now and again the screws do work loose causing creaking. OH tightens everything up and its all good again.

Just thinking that its a lot less hassle to take off the mattress and tighten it up than it is to return the bed.

spikeheeledvamp

pulliptears wrote: »

At the risk of stating the obvious, have you tried tightening the screws? I have a bed that Dreams sell (wasn't bought from Dreams I add but a small, independent bed store for a third of the price), the construction is such that every now and again the screws do work loose causing creaking. OH tightens everything up and its all good again.

Just thinking that its a lot less hassle to take off the mattress and tighten it up than it is to return the bed.

That was the first thing we tried. Eventually when an assessor came round to see if the bed was faulty, he mentioned that part of the wood in which the screws were fitted had a fracture in it, and because of this tightening the screws wouldn't make a difference.

Dreams_company_representative

spikeheeledvamp wrote: »

Please PM me if you want my order number.

Company representatives cant PM unfortunately. If you have twitter please DM it to @dreams_queries or email it to [EMAIL="customerservices@dreams.co.uk"]customerservices@dreams.co.uk[/EMAIL] FAO Dreams Pete. Please let me know once you have done this so I can look out for it.

spikeheeledvamp

I spoke to my credit card company on Fri (21st Sept) as I still had no contact from Dreams. They put the full amount back on dispute and told me that someone from the disputes department will contact me on Monday to try and sort the matter out.
I had a call from a girl called Moyra today from disputes who said she had spoken with a manager at Dreams called Tom. She made Tom aware of their own terms and conditions. Tom told Moyra that he will contact me today and arrange a collection and refund.
I then received a call from Tom literally 15 minutes ago stating that Dreams will not be collecting the bed and offering us a refund, which was completely the opposite to what he said to Moyra in the disputes department at our credit card company.
We've been in touch with our credit card company again and told them what Tom said and they are now going to try and escalate the matter. Clearly Dreams are just fobbing off our credit card company and refusing to help us out.
I'm at a loss as to what to do now, as I don't feel our credit card company are doing enough to sort the situation. I've had a look into taking Dreams to the small claims court to try and get our money back, but even they can't promise that Dreams will pay up. I know it's £100 but as I've stated before I cannot afford to write this off.
Does anyone have any advice on how to deal with this.

EdinburghConsumer

I have placed two orders with this company now. I have found both experiences to be horrendous. In store they are ever so keen to accept payment for goods which they do not appear to have the ability to deliver. Add to this the non existent levels of customer service and the lies that are told when you call up their customer service number.

Between my self and my partner we have now lost about three days waiting for Dreams to have the products I have most recently ordered delivered. They tell me that I must contact the delivery company they have selected to deliver my products - Yodel XL - Another company with comparable if not worse levels of customer service than Dreams.

When you finally get through to someone from either company they cannot do anything to help you, all they can do is tell you they have progressed you issue and assure you that someone will look at it and get back to you within a reasonable time scale which I have found to be never!

The only time either of these companies have contacted me in relation to my order is to tell me that it will be delivered on the said date, when the date comes, there is no delivery. Only just this morning did I have a Yodel XL driver at my door to tell me that I had a delivery, when he checked van he discovered my product had not been loaded into it.

About an hour and a half later this morning, I received another delivery from Yodel XL, this time my product was in the van and has now been delivered.

It is a complete nightmare to use either Dreams or Yodel XL I would not recommend their services to anyone unless they want to me lied to, messed about, given the poorest levels of customer service and to be ignored or lied to by dreams when you do call them up to complain.

What a horrendous experience.