A nightmare from Dreams. Advice on where I stand.

Liam389

Morning guys

I have a complaint with Dreams which has been rumbling along for the past 2 weeks. I ordered a bed which arrived with cosmetic damage (looks like foundation stains on the fabric...I have asked them to confirm that the bed was supplied brand new and not ex display or otherwise, a question they have so far dodged).

I had to build the bed as we have just moved in and had nothing else to sleep on so I have reasoned that my preference would be compensation/remedy for the cosmetic damage.

They are working with that Element of the complaint reasonably well, but I also have complained about their poor customer service in delivering the bed. Their delivery confirmation clearly states that they will deliver ‘’to the room of your choice’’ and makes explicit reference to clearing hallways of any obstruction. When the bed was delivered my partner received it, the delivery guys left it in our car port and didn’t offer to take it upstairs. The bed in total weighs 160kg (in four parts).

Dreams have offered £150 so far for the damage but when I proposed that £250 should be offered to account for the poor customer service and failure to adhere to their delivery standards they are rebuking it. (Bed cost £1k btw, I figure 25% is reasonable).

I’ve scoured MSE and there is plenty about delivery time and missed slots etc, but none of it really fits this particular case.

Any advice about specific routes to go down when complaining about this would be much appreciated! Any particular legislation that protects the consumer when it comes to stated customer service level would be most helpful, and if anyone has any experience with anything similar would be great to hear!

Thanks
Liam

societys_child

Sounds like you want £100 for carrying your own bed upstairs?

BoGoF

No legislation protects customer service as such.

Did you ask the delivery guys to take it to the room? If so, what was their response?

Assuming they refused expecting £100 is excessive imo.

DoaM

Compromise on £200 if they'll stretch to it?

Your alternative is to reject the bed completely for either a replacement or a full refund (in which they'd have to collect the "faulty" bed, which will have a cost to them) ... remind them that you still have that option, which will likely be a higher cost to them versus what you're proposing.

BoGoF

societys_child wrote: »

Sounds like you want £100 for carrying your own bed upstairs?

DoaM wrote: »

Compromise on £200 if they'll stretch to it?

Your alternative is to reject the bed completely for either a replacement or a full refund (in which they'd have to collect the "faulty" bed, which will have a cost to them) ... remind them that you still have that option, which will likely be a higher cost to them versus what you're proposing.

Do they still have that option though. Having noticed the cosmetic damage then building the bed and using the bed I would have thought that ship had sailed.

Liam389

Nope.

Dreams confirmation email.l states as follows- Clear your hallways and remove any obstruction, paintings etc.

Our delivery team will take the bed to the room of your choice.

Doesn’t sound like I want anything. Dreams set a customer service standard in their delivery confirmation which they failed to adhere to.

Would you like it if your elderly/disabled parent/partner/child/neighbour were left with 160kg of bed to haul upstairs?

Thanks for the input.

Liam389

In response to Bogof.

There is legislation that states that replacement should always be first point of call for the retailer. With the notable exception that if unreasonable that discount/compensation should apply.

Given the delivery was on a Saturday and I had nothing to sleep on, my only option was to build the bed , therefore the rationale for my request for compensation, I’m not fussed about replacing it although I have threatened to exercise that or just straight up refund.

neilmcl

I'm not sure I see the "nightmare" in this as you describe. Dreams have, in my opinion, correctly offered a reasonable amount of compensation to cover the slight stain you discovered. You don't get compensation for perceived poor customer service I'm afraid, not unless it's an extra service you paid for, if that was the case I'd be a rich man by now.

neilmcl

Liam389 wrote: »

In response to Bogof.

There is legislation that states that replacement should always be first point of call for the retailer. With the notable exception that if unreasonable that discount/compensation should apply.

Given the delivery was on a Saturday and I had nothing to sleep on, my only option was to build the bed , therefore the rationale for my request for compensation, I’m not fussed about replacing it although I have threatened to exercise that or just straight up refund.

Do you want to quote that piece of legislation.

Liam389

Thanks Neil, again I would point to the email stating explicitly the service level to be expected, including recommendations for the customer to prepare the home for this event.

When purchasing online you enter into a contract between retailer and customer up u til the point of ownership transfer I.e delivery- in this instance would it be reasonable for me to postulate that Dreams have failed to adhere to this based on their own published SLA?

LABMAN

So NO legislation then?