Dreams bed Superstore??? Complaints?

Mr_Pat_2

We purchased a Double Divan Electric adjustable bed from Dreams and paid £1400 thinking it would be of good quality, how wrong we were.

Basically when it was delivered we found that the mattress was already coming away from the seams, the Electric adjustment won't work as the Head Board that was sold to us was not compatible with this bed, and also the electric wires were getting trapped when the bottom draws were used, the electric wires had not been routed correctly during manufacture, There were real safety issues with this bed.

Basically we was sold a bed that was useless and dangerous, so we had to sleep on the floor for a full month.

There customer service was so poor that it was non existent, they promise to ring back but no one does, you have to keep ringing them day after day, week after week.

After many calls and two official complaints letters to the Director, they were still dragging there heals, they did not even give me a written apology until I asked for one.

In the end we got so stressed we demanded our money back, they weren’t even going to refund the full amount but after further complaints they eventually did but we was still at a loss as it costs us a lot of time on phone calls and letters, no compensation was given even when we asked for one, looks like they do not look after their customers.

In our opinion the Dreams company was just one big nightmare.

rodney_t

We ordered our 2x3ft beds and mattresses in store and were promised delivery a week later, so paid in full. Later that day the store contacted us and said that they had made a mistake, the beds were out of stock and would be delivered whithin 28 days. Was this a ruse to get us to pay in full on the day?! 6 weeks later are delivery arrived (we paid an extra £35 to have them taken to the bedroom) Ok so far until we came to unpack the mattresses. They delivered 1x3ft and 1x2.6"!!! Rang customer services, not helpful at first. We took the mattress back to the store and exchanged it ourselves!! Rang Customer services on our return and explained how far we had to travel, time it took and the inconveinience of the whole situation. They have assured us they will reimburse us - but still waiting - watch this space. Another unsatisfied customer.

Tim_Deegan

They charged £35 to take them up stairs????? :eek::eek::eek:

mcgsp

Good news: Dreams delivered on time with no hassle and bed and divan are fine (even better news for us but not others: they have since almost doubled the price!)

To avoid the aggro (I was buying the divan set as a present) I took their 10 year guarantee for £39 and received some goodies from them including a mattress protector.

Later, on seeing that Myers (the bed makers) normally give a 12 year guarantee anyway, I decided to cancel the guarantee within the 45 day cancellation period and ask for a refund. They contacted me to say that I would receive a refund of the £39 less £19.99 for the mattress protector (Dunelm were selling a similar quality one for about £6). When I said I expected a refund of £39 they said that there was a notice in the shop pointing out that you had to return the mattress protector (too late as it has been used) or pay £19.99. We never saw the notice and no one drew it to our attention. We thought the goodies including the mattress protector were extras added to achieve a sale and not a contractual part of the deal.

The customer services employee either did or pretended to ask a supervisor for advice but Dreams would not budge. I have accepted the £19.01 refund under protest and am wondering if it is worth pursuing with trading standards or whatever.

geen

summer1284 wrote: »

As an employe of dreams for five years it has made me laugh reading your posts on here. Thank you to the people who have posted good things on here because people are quick enough on commenting on the bad service they have had with dreams but not on the good service and beleive me there are so many people who have had great experience shopping with dreams and have come back over and over again. Why would those customers come back if the service is so bad ?. i Have worked for 3 bed stores now and have first hand experience and dreams are not a ripp off what so ever there prices are very competertive with other stores. The problem is some customers want a top of the range porche for the price of fiesta.As for buying beds mattress online then good luck with that the amount of people i talk too that come in to my store who have made that mistake is unbeliveable. Although i would never deny there are some problems with delivery times etc. these problems are always rectifed as quickly as possible. There are clear terms and conditions on the back of your orders. so why not read them when you get home with a cup of tea if your not happy with them then if you had read them fully you would know your more than in your rights to cancel within 24hrs with no cancellation charge.
Sometimes its so frustrating reading these things when your on the other side because the customer is not always right.

Maybe you just haven't been in the position where you have spent a huge amount of money for a bed, only to have it completely different than what you ordered, and then to have the store you bought it from say that there is nothing wrong.

We bought the Mozart super king divan set from Dreams, which cost us a LOT of money. We ordered the next to softest bed, but when we got it it was hard as a rock. They sent an 3rd party agency to look into our claims, and the guy agreed with us that the bed is probably mislabeled. He gave us a report saying so, but Dreams says that THEIR report says there is no manufacturers fault! Only I can't see their report, because it is confidential. Oh, I can pay them £10 to order a copy of it, but by the time I get it the Dreams Comfort Guarantee will be expired, since you only have 10 days to take advantage of it. (The Dreams Comfort Guarantee can only be used after 30 days and 40 days). So we have to try the comfort guarantee, although I'm sure they will try to wriggle out of it. I will update here to say if they have honored it or not.

Maybe there is the odd happy customer at Dreams, but if they are so great why are there so many unhappy ones, and why do they not try to do the right thing?

sarahg1969

Deleted - wrong thread

AL268

Unfortunately I made the mistake of buying a bed from Dreams. I was given an £80 discount if I bought on the day, and was assured of their 30 day comfort guarantee - that if I was not happy with the mattress I could upgrade to a better mattress if I paid the difference in the price of mattress, plus delivery charge.

The bed was delivered in under a week, but when I came to put the bed together, I found that the instruction leaflet described a slat frame that was supposed to be supplied with the bed. The nuts and bolts to fasten this frame were included in the packaging, but no such slat frame was supplied - only some basic slats.

When I started to sleep on the mattress I found it was incredibly soft, dipping in considerably when I laid on it. It offered no support for my back and very quickly I developed considerable lower back pain.(I could put my hands on either side of the mattress and when pressing them together I could almost touch my hands, that's how soft it was.) The mattress that was delivered was definitely not of the same quality as the mattress I tested on the shop floor.

I telephoned the shop to say I had problems with the bed but I was told I must speak to Customer Services. Customer Services were extremely unhelpful to the point of being rude. I asked to be put through to the supervisor but they refused and then cut me off. I rang again but was then told it was an ex-display model therefore the comfort guarantee was not applicable, and I would have to take this up with the shop. When I telephoned the shop they told me it was a brand new mattress, not ex display, and I would have to ring customer services because they themselves only dealt with sales.

Customer Services told me:
With regard to the bed frame they could send me a new leaflet describing the slats, or if I paid £60 extra I could have the frame!
With regard to the mattress, I was apparently not eligible for the 30 day comfort guarantee because I had had a discount! (For anyone considering buying a mattress from Dreams be aware of this - it is on the invoice/receipt that they supply to you after you have paid your money.)

They eventually told me they would consider allowing me to upgrade if I repaid the discount along with the extra cost of an upgraded mattress and a further delivery charge.

I have now lost all faith in this company and am most unwilling to give them any more money - it would seem to be sending good money after bad. The mattress is not fit for purpose and from what I understand from the Sale of Goods Act 1979 I should be entitled to a refund.(?) They are apparently sending someone to inspect the mattress but from what I've heard, on this and other sites, I don't put much store by it. Does anyone have any suggestions as to how I can obtain a full refund?

Tim_Deegan

AL268 wrote: »

Unfortunately I made the mistake of buying a bed from Dreams. I was given an £80 discount if I bought on the day, and was assured of their 30 day comfort guarantee - that if I was not happy with the mattress I could upgrade to a better mattress if I paid the difference in the price of mattress, plus delivery charge.

The bed was delivered in under a week, but when I came to put the bed together, I found that the instruction leaflet described a slat frame that was supposed to be supplied with the bed. The nuts and bolts to fasten this frame were included in the packaging, but no such slat frame was supplied - only some basic slats.

When I started to sleep on the mattress I found it was incredibly soft, dipping in considerably when I laid on it. It offered no support for my back and very quickly I developed considerable lower back pain.(I could put my hands on either side of the mattress and when pressing them together I could almost touch my hands, that's how soft it was.) The mattress that was delivered was definitely not of the same quality as the mattress I tested on the shop floor.

I telephoned the shop to say I had problems with the bed but I was told I must speak to Customer Services. Customer Services were extremely unhelpful to the point of being rude. I asked to be put through to the supervisor but they refused and then cut me off. I rang again but was then told it was an ex-display model therefore the comfort guarantee was not applicable, and I would have to take this up with the shop. When I telephoned the shop they told me it was a brand new mattress, not ex display, and I would have to ring customer services because they themselves only dealt with sales.

Customer Services told me:
With regard to the bed frame they could send me a new leaflet describing the slats, or if I paid £60 extra I could have the frame!
With regard to the mattress, I was apparently not eligible for the 30 day comfort guarantee because I had had a discount! (For anyone considering buying a mattress from Dreams be aware of this - it is on the invoice/receipt that they supply to you after you have paid your money.)

They eventually told me they would consider allowing me to upgrade if I repaid the discount along with the extra cost of an upgraded mattress and a further delivery charge.

I have now lost all faith in this company and am most unwilling to give them any more money - it would seem to be sending good money after bad. The mattress is not fit for purpose and from what I understand from the Sale of Goods Act 1979 I should be entitled to a refund.(?) They are apparently sending someone to inspect the mattress but from what I've heard, on this and other sites, I don't put much store by it. Does anyone have any suggestions as to how I can obtain a full refund?

Contact Trading Standards.

Lionheart63

Dreams are nothing but thieves who wear suits rather than masks and stripy jumpers. I ordered a single bed & mattress, wardrobe and bedside cabinet at a cost of £900. The bed was in stock, was self-assembly and was taken away from store in my car with the furniture to be delivered within two to four weeks.
The wardrobe and bedside cabinet were pre-assembled and although we checked the sizes to make certain that they would fit into the bedroom, we didn't give a thought to whether the wardrobe would actually fit up and round the stairway when it was delivered.
It was delivered just over two weeks after ordering, but the delivery men couldn't get the wardrobe up the stairs, so it had to be taken back, with the bedside cabinet in the bedroom still in its box. One of the delivery men said that this was an 8 out of 10 problem and that they had exactly the same problem at the delivery immediately before ours.
My wife and I called into the store and explained the situation and a salesman pointed us towards other furniture which was self-assembly, but which my son, who the furniture was for didn't like.
I phoned customer services and explained the situation to them, stating that although we would now need to locate furniture which would more or less match the bed, we would be keeping the bed but would like a refund on the furniture as the wardrobe could not fit up the stairs. I was told that there would be a 20% charge (£97) if I wanted a refund, as they said that the terms and conditions on the back of the invoice, (which you don't receive until you've paid) states that the customer should check whether the furniture can fit, with apparently no onus on the salesperson to inform the customer that on many occasions pre-assembled furniture does not fit and that measuring before committing to buy might be a good idea.
I was told that this fee was to cover delivery, yet re-delivery in the event that you are not in at a pre-arranged delivery time is just £20, with my argument being that if I had been informed by the salesman at the point of sale that there was a better than average chance that this furniture would not fit, I would not have ordered it without checking first. The customer service representative suggested that telling the customer everything that was contained in the T’s & C’s was not practical, but surely asking customers to double-check whether a certain piece of furniture will fit is hardly a major chore for a salesperson?
I have phoned for consumer advice and their actions are apparently legal, but morally reprehensible, so Dreams are obviously aware of this and have even more obviously devised their T’s & C’s around this.
In similar circumstances, the 8 out of 10 failed deliveries would earn them £776 for furniture of the same price for absolutely nothing, so I suggest that this is why they do not inform their customers.
With repeat custom being the bedrock of success, I would suggest that Dreams will only ever be a mediocre company rather than an excellent one, as I would never go back again and judging by the content of this thread, I am obviously not alone.
My advice would be to avoid this bunch of crooks like the plague, as they are not remotely interested in customer satisfaction, just taking your money off you at any cost and not giving a care thereafter.

Lionheart63

Since complaining to Dreams customer services department regarding the above, they have contacted me and said they would drop the charge to 10% once I have chosen what I would like to replace the ill fitting furniture with.
I explained that I wanted a refund, not a replacement so I am staggered that even if I was replacing what was returned with something else from Dreams that I would have STILL have been subjected to the 20% fee.
I am willing to bet that Dreams make as much on charging customers for nothing as they do from actually selling beds and furniture, knowing full well that there is a better than average chance that furniture will not fit up stairs and will be returned at a 20% proportion of the original price of the furniture despite getting the furniture back to sell again.
It may be morally reprehensible, but what a smart way to make money for absolutely nothing!!!