Dreams bed Superstore??? Complaints?

georgeidol

carlih1 wrote: »

Hi all,

I recently ordered a bed from Dreams, i spent nearly £800 and was told the bed would be delivered the next week, i was then called up to say it would be ten days later than expected which was fine, the day of delivery i arranged to have the carpets cleaned and the bed put together by a handyman i know, the bed turned up and we opened the packages in the room the bed was going into, there was severe damage to one side piece the headboard and the bit the mattress was to sit on was missing, i re ordered the bed through customer services who said this was the only thing they could do which took another week, this meant me sleeping on the sofa for a week with kidney problems. When they put the new bed together they discovered the mattress was too small, so they re-ordered another one which took another four weeks.

I contacted them about this requested some compensation for the fact that my bed was not complete and all the hassle it took to get another one and they said it was my fault because i had opened the bed myself so they could not be held responsible for any damage, even though their delivery people had put the packaging in the room themselves, i mean how are you supposed to know if there is damage unless you open the boxes which weren't damaged themsselves.

I would like to know if anyone else has had similar problems with dreams and how they resolved them? They didn't even mention the mattress issue.

Carli

We visited a dreams store in Morecambe as my wife was suffering with cramps in our tempur adjustable bed. The manager recommended a couple of pocket sprung mattress which he assured us would fit on our tempur adjustable base. My wife chose a Hypnos mattress which was very expensive at £1985 but what price comfort and a good nights sleep. We asked the manager on several occassions if the pocket sprung mattress was suitable to use on an adjustable bed and also was it the correct length as adjustable beds are 6ft 6in. He assured us numerous times that the mattress would be perfect for our needs. He also stated the it would be delivered in 10days whereas it took 3 weeks even after haveing numerous calls to chase it up. Dreams customer service is non exsistant. The bed arrived and it was too short for the base so i called hypnos to ask if it was ok on the adjustable bed and of course it is not. Tried to speak to a manager in dreams to sort out but they could not care less so to avoid a nightmare give dreams a wide birth.

Tim_Deegan

georgeidol wrote: »

We visited a dreams store in Morecambe as my wife was suffering with cramps in our tempur adjustable bed. The manager recommended a couple of pocket sprung mattress which he assured us would fit on our tempur adjustable base. My wife chose a Hypnos mattress which was very expensive at £1985 but what price comfort and a good nights sleep. We asked the manager on several occassions if the pocket sprung mattress was suitable to use on an adjustable bed and also was it the correct length as adjustable beds are 6ft 6in. He assured us numerous times that the mattress would be perfect for our needs. He also stated the it would be delivered in 10days whereas it took 3 weeks even after haveing numerous calls to chase it up. Dreams customer service is non exsistant. The bed arrived and it was too short for the base so i called hypnos to ask if it was ok on the adjustable bed and of course it is not. Tried to speak to a manager in dreams to sort out but they could not care less so to avoid a nightmare give dreams a wide birth.

Mattresses have to be specially made to be suitable for adjustable beds, but they certainly don't have to cost anywhere near £1900 each.

This is a clear case of 'not fit for purpose', and is a prime example of sales staff not having a clue what they are talking about. Contact head office and demand a refund. If you don't have any luck, then contact Trading Standards.

maitl

recently purchased two single twilight divans for my 2 children.

carlih1 wrote: »

Hi all,

I recently ordered a bed from Dreams, i spent nearly £800 and was told the bed would be delivered the next week, i was then called up to say it would be ten days later than expected which was fine, the day of delivery i arranged to have the carpets cleaned and the bed put together by a handyman i know, the bed turned up and we opened the packages in the room the bed was going into, there was severe damage to one side piece the headboard and the bit the mattress was to sit on was missing, i re ordered the bed through customer services who said this was the only thing they could do which took another week, this meant me sleeping on the sofa for a week with kidney problems. When they put the new bed together they discovered the mattress was too small, so they re-ordered another one which took another four weeks.

I contacted them about this requested some compensation for the fact that my bed was not complete and all the hassle it took to get another one and they said it was my fault because i had opened the bed myself so they could not be held responsible for any damage, even though their delivery people had put the packaging in the room themselves, i mean how are you supposed to know if there is damage unless you open the boxes which weren't damaged themsselves.

I would like to know if anyone else has had similar problems with dreams and how they resolved them? They didn't even mention the mattress issue.

Carli

maitl

maitl wrote: »

I recently purchased two single twilight divans for my 2 children.
I paid 200 pounds in cash for these beds, and were assured that the beds would be delivered by a courier the following day on a Saturday, between 6 and 8 pm. I was not given a receipt, as the courier needed it to pick up the beds, and would be given it at the time of delivery. The staff at Dreams repeatedly assured me not to worry, the beds would be there at the time specified. We threw the old beds out next morning, and waited for the new ones to arrive. At 9pm on the Saturday evening, nothing had materialised. I rang the courier, to be told that he had gone to the warehouse, and the beds weren't available, and there was nothing I could do about it until Monday morning. My kids were upset, bedtime and no beds.
I went to the store in Brieley Hill on the Sunday morning and demanded my money back, to be told I couldn't have it.
Their answer was that the store could not refund cash in any circumstances, and that I had to ring Head Office on the Monday morning. The store were completely useless. They couldn't apologise enough, but there were adhering to company policy lest they lost their jobs.
On the Monday morning I rang head office, and was told I would have to wait for the company to release the funds, and I would get a refund by cheque, taking the refund up to two weeks to materialise.
I was lucky in the end as I was able to purchase two single divans from a local store 2 minutes drive from Dreams, betterquality, cheaper, and was able to take them away straight away; the purchase and leaving the store with the beds took all of ten minutes.
It was fortunate for us as we had the money to go elsewhere, another customer might not have been able to do so. I would not recommend anyone in my area to purchase from Dreams. There is a perfectly good small business nearby that will give more value for money, better service and a quicker delivery.
I am now awaiting my refund that the Dreams staff completely agree that I should have been given straight away, but Head Office make you wait for it. It is not morally right for the company to withhold my money, as they were completely in the wrong. On the night in question, when the beds should have been delivered no-one got much sleep that night in my house. Sleep on a bed of Dreams they advertise, but Dreams take your money, promise you the earth and then you end up sleeping on your existing sofa.
Terrible company to deal with, I would advise anyone to steer clear. There are plent independents out there who will serve you so much better.

henpecked1

It is a shame when companies get so big they forget the customer. I remember Dreams in its infancy and the man who set it up, the ethos much different to now.

I only buy from shops who wish to maintain their reputation

pete1976

Not sure if this is the right place for this...in the market for a new mattress...went into Dreams the other day - we liked the "Rest Assured Capri" at £649 for a double (and I really liked the "Pocket Spring Bed Company Boleyn" at £1729 (!!!) but my wife wasn't so impressed).

Anyway, I'm not actually going to buy one from Dreams but just wondering if anyone can recommend a good place to get one around the Stourbridge/Dudley area? I want to be able to 'try before I buy' and want some kind of return policy in case we don't like it after a certain number of nights.

Thanks.

Tim_Deegan

pete1976 wrote: »

Not sure if this is the right place for this...in the market for a new mattress...went into Dreams the other day - we liked the "Rest Assured Capri" at £649 for a double (and I really liked the "Pocket Spring Bed Company Boleyn" at £1729 (!!!) but my wife wasn't so impressed).

Anyway, I'm not actually going to buy one from Dreams but just wondering if anyone can recommend a good place to get one around the Stourbridge/Dudley area? I want to be able to 'try before I buy' and want some kind of return policy in case we don't like it after a certain number of nights.

Thanks.

To start with, both Rest Assured and the Pocket Spring Bed Company are part of the Silentnight group :eek:. You really need to do a search in the MSE forums before you consider them. In fact I would avoid most of the big brands.


The best way to get good quality at a low price would be to buy it on line. I know this means that you can't try it first, but trying a mattress in a shop, fully clothed, for 10 mins, can only give you a very rough idea. Some on line stores do have good return policies.

Pinkypants

Pete,

Very very few stores will offer a returns policy in case you don't like it. They will say that's the whole point of having them on the shop floor for you too try. I understand that trying for 10 mins is not the same as sleeping on it, but some say it's better then taking pot luck with internet and then having to return it. But those are your only 2 choices really.

£649 for a double Rest Assured Mattress does seem a little expensive and as Dreams are so big trying to find out what model the Capri is elsewhere is quite tricky to do. Do you have any specs on the model?

pete1976

Tim_Deegan wrote: »

To start with, both Rest Assured and the Pocket Spring Bed Company are part of the Silentnight group :eek:. You really need to do a search in the MSE forums before you consider them. In fact I would avoid most of the big brands.


The best way to get good quality at a low price would be to buy it on line. I know this means that you can't try it first, but trying a mattress in a shop, fully clothed, for 10 mins, can only give you a very rough idea. Some on line stores do have good return policies.

I didn't say I was going to buy one of those, just that I liked the feel of them. I was just after a shop recommendation really. Not sure I want to take the risk of buying 'blind' online. I know there's returns policies etc but it might take 10 mattresses before finding one we like!

Tim_Deegan

pete1976 wrote: »

I didn't say I was going to buy one of those, just that I liked the feel of them. I was just after a shop recommendation really. Not sure I want to take the risk of buying 'blind' online. I know there's returns policies etc but it might take 10 mattresses before finding one we like!

Well there are two options as Pinkypants says:

1. You can either try one out for 10 mins in a shop, and only get a very rough idea, and not really know what it feels like to actually sleep on. You will be very lucky to find a shop with a good returns policy.
2. Or you can shop on line and get a far better price. There are a few on line sellers who do give good return policies, so speak to them as it is in their interest to make sure you make the right choice the first time. Otherwise it will cost them money.