complaint with Dreams, what am I entiled to?

meki

Attached is a complaint I sent to the chief exec this morning as I'm really not happy with the service I've received. Can someone tell me, give me advice on where I stand?

Thanks

I'm writing to you for the second time in a year in regards to an order I put in 16 August 2012.
Order number: .............

My order was for a Pippa bedstead, which was delayed and I received £50 refund for the inconvenience.

On Saturday evening/Sunday morning the bed collapsed, for no particular reason. I've attached photos of the damage. May I also point out that the incident caused injury to myself too.
This morning I called your customer service helpline and spoke with XXXXX. You would think that in line with what happened, the least I would receive is an apology!? I didn’t get anything.

I gave my order number and was given the option of a replacement or credit for another item for £179… I paid £229 for the bed and had to point that out!

I also mentioned on the call that the bed has not been sold as described, this comment was discarded by the advisor-
Here is the description of the bed found on your website:
　
Our Pippa bedstead is inspired by French country house chic and will definitely bring a romantic touch to your preferred decor. A timeless classic, built in solid acacia wood with a white painted finish and grooved side panelling, our charming Pippa bedstead will give your bedroom a really fresh, bright look. Our Pippa bedstead is part of our Pippa range of bedroom furniture, so you can furnish your whole bedroom with pieces from this beautiful collection. The Pippa bedstead has solid slats as standard and sprung slats upgrade available.

As you will see on the photos the item sold to me is not build in solid wood but what looks like chipboard.
So to summarise my complaint:
No apology for the inconvenience, injury and faulty product sold to me
Wrong information supplied that I had to correct! It's a good job that I still have the emails
There is a misrepresentation in the item description at the point of sale.
　
I did ask for a refund of the item, I appreciate that the item is over 6 months old so would be happy to receive credit (although I'm not 100% that this is legally correct), so with this in mind I've looked at a suitable alternative. I don’t want the same bed as it's not as what is described and I don't want the same thing to happen again.
So the alternative I'll consider is the following: ""Link to the bed I want as replacement at £289""

tinkerbell28

The main problem you have, is the company you bought from went into administration in March.

A new company own it now, so your claim is technically against the old, broke company. Unless the new buyers bought the liabilities too.

meki

tinkerbell28 wrote: »

The main problem you have, is the company you bought from went into administration in March.

A new company own it now, so your claim is technically against the old, broke company. Unless the new buyers bought the liabilities too.

Thanks tinkerbell28 I didn't know that they had been taken over, so from a consumer point of view what does that mean in terms of what I'm entitled to?

Thanks

antrobus

meki wrote: »

Thanks tinkerbell28 I didn't know that they had been taken over, so from a consumer point of view what does that mean in terms of what I'm entitled to? ....

Basically it means that you aren't entitled to anything from the 'new' Dreams.
http://www.moneysavingexpert.com/news/shopping/2013/03/dreams-in-administration-but-orders-and-gift-cards-safe

meki

Thanks

Seems like I'm lucky to have been offered what I have then. I'm going to have to just get on with it...

tinkerbell28

meki wrote: »

Thanks

Seems like I'm lucky to have been offered what I have then. I'm going to have to just get on with it...

Basically, yes.

meki

Hi Just wanted to share with you the reply received from Dreams in case anyone else has the same issues I've had.

I must say, for the first time since I've put in the order with dreams I'm happy with the service and response I've had.

I do hope this will help someone else...

Here is the email:


I have tried to call you on ........... and have left a message with my direct contact details. Thank you for your e-mail, Mr Worthington has asked that I respond on his behalf however, please remain assured he has been made aware of the issues raised in your e-mail.

I am so very sorry to hear of the issues you have experienced with your bed, please be assured this was never our intention. Today I have clarified that the Pippa bed is not made of solid acacia wood and I have advised the web team to correct this as a matter of urgency.

I am able to arrange for a Wentwood double bed to come out to your as a replacement, however, I would like to point out that this bed is an oak veneered bed and not solid oak. The earliest I can deliver the bed to you is Wednesday 21st August, should you not be available on this day please do let me know so I can rearrange for this to take place on a more suitable date for you.

Once again please do accept my apologies and I hope to hear from you soon.