A nightmare from Dreams. Advice on where I stand.

neilmcl

Again can we ask whether your partner instructed the delivery guys to take the bed to the "room of your choice"?

Aylesbury_Duck

£150 seems a generous offer to me. You were prepared to take it upstairs and assemble it so it's not really been the nightmare you're portraying it to be. To expect £250 in total seems unreasonable.

BoGoF

Liam389 wrote: »

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

So are you any of the above? If not, totally irrelevant question.

Or is it an attempt to deflect the fact that your partner didn't actually ask them to put it in the room of choice?

bigisi

Aylesbury_Duck wrote: »

£150 seems a generous offer to me. You were prepared to take it upstairs and assemble it so it's not really been the nightmare you're portraying it to be. To expect £250 in total seems unreasonable.

Yeah but how's he gonna get his compo without use of ridiculous emotive words?

Gavin83

neilmcl wrote: »

Again can we ask whether your partner instructed the delivery guys to take the bed to the "room of your choice"?

OP, can you answer this question please?

How much was the delivery?

ess0two

Could have slept on the mattress on the floor?

Liam389

Hi Gavin/all

I wasn’t present, but as I worded in my complaint to Dreams-

‘My partner answered the door to the delivery team, so what I am giving you here is conjecture as I was not present, but she has told me the chap who knocked the door said ‘’is it alright to put it here?’’ (Here being the front car port/porch)’

Regardless we have a result! Thanks to a young lady called Leanne at Dreams I have £300 in Dreams vouchers which will come in handy with a new house to furnish.

Rationale for the complaint was as follows-

1. Marked bed frame, replacement deemed not reasonable In accordance with consumer rights act (compensation given in lieu of replacement)
2. Broken/wonky support legs (replacements supplied)
3. Instructions for the supports were written in pidgin English, here’s an excerpt- ‘adjust the support let heigh have the four mode, you can according to the bed height choice the right mode to fix in the ‘’STEP1’’. (No outcome to this, was more of an FYI to Dreams which they acknowledged with good humour.
4. Failure to adhere to advertised SLAs via Dreams delivery confirmation emails. (Compensation given for poor customer experience).

As per usual, being professional but personable & listing my complaints alongside evidence gets results!

Dreams did push back on the amount as much as possible, but as previous poster did mention, if I were to request a replacement the cost incurred to Dreams would be in excess of £250. This resulted in an improved offer so thank you!

Just to clarify in response to Bogof (again) I’m afraid it is an entirely reasonable question. If it happened in this instance, there’s a high likelihood that it has happened for other customers who may face different circumstances.

You rather ignored my point that Dreams advertised delivery communication which is an SLA, clearly states that customers should clear any hallways en route to the room of your choice and explicitly makes reference to the team taking the item to the room of your choice.

Thankfully Dreams saw the rather glaring issue here and I’m happy with the resolution.

Fair play if you want to disagree with my complaint, but please don’t ignore important parts of the issue a la Bogof, that’s lazy & ineffectual arguing. In fact, that’s exactly why I got an extra £50 from Dreams, I sent my complaint in Segmented numbered points and their initial response failed to address half of them!

Thanks all for your input & have a great eve.

Gavin83

Great customer service from Dreams it seems.

This thread does also highlight the importance of a well constructed complaint email, knowing what you want as an outcome and being (semi) realistic.

BoGoF

So to sum up your partner did not ask them to put it in the bedroom. And it wss you that left important info out....there was no mention of wonky legs up till now.

You got lucky but sometimes companies pay to make the problem go away, not because you were right. But fair play in getting more.

Aylesbury_Duck

Seems to be a win-win. You've got £300 vouchers instead of the £250 cash you wanted and Dreams have given you £150 worth of product instead of the £150 cash they were offering (assuming they operate on something like a 50% margin).