Dreams bed Superstore??? Complaints?

gbmanchester

I walked into dreams to view a bed my wife had been looking at. I paid £970 cash for a bed with the promise it would be delived on the monday. my wife booked the day off work no bed arrived. I phoned them on the tuesday to be told it would be delived on the wednesday (another day off work). a phone call on wednesday morning saying it would now be saturday. saturday came and i was then told tuesday.my wife was using all her holiday entitlement waiting for nothing! I phoned the store only to get through to an answerphone 3 times. I then tried the customer services line. after waiting on hold for 15minutes i got to speak to somebody that told me they dont give cash refunds and as it was over £500 it had to go to the escalations team who i couldnt speak to. in the mean time i found the same bed elsewhere for £599 (£370 less than dreams) and had it delivered. dreams are now telling me that they have a 20 percent cancellation fee nearly £200. they say that when they give dates they are just estimates and there small print says they can do this. an absolute joke I urge anybody not to shop at dreams! diabolical customer service and a complete rip off

seno_2

I wish i had found this site sooner, i recently purchased a bed and mattress from dreams, the mattress is so bad the springs are sticking out and it only been a month . I contacted Dreams but just like everyone else on here they refused to issue a refund. They want me to pay an additional cost to upgrade and pay for delivery and pick up of their mattress. I have informed them that I am pregnant and this has caused me great distress they refused to issue my refund and have said they need to send in an independant agent to check the matress out.I wanted to find out has anyone else been forced to upgrade on their mattress because dreams have failed to issue a refund due to an uncomfortable mattress/faulty mattress. I am taking them to court and would like to hear from you guys if possible get statements this will be used as part of my evidence in court.
thanks

seno_2

oh yeah did i mention i bought the bed in July online and it was only delivered in September, they also say they only have a 7 day money back guarntee offer. They said my time has lapsed as i bought the goods in July is that even legal?

Tim_Deegan

gbmanchester wrote: »

I walked into dreams to view a bed my wife had been looking at. I paid £970 cash for a bed with the promise it would be delived on the monday. my wife booked the day off work no bed arrived. I phoned them on the tuesday to be told it would be delived on the wednesday (another day off work). a phone call on wednesday morning saying it would now be saturday. saturday came and i was then told tuesday.my wife was using all her holiday entitlement waiting for nothing! I phoned the store only to get through to an answerphone 3 times. I then tried the customer services line. after waiting on hold for 15minutes i got to speak to somebody that told me they dont give cash refunds and as it was over £500 it had to go to the escalations team who i couldnt speak to. in the mean time i found the same bed elsewhere for £599 (£370 less than dreams) and had it delivered. dreams are now telling me that they have a 20 percent cancellation fee nearly £200. they say that when they give dates they are just estimates and there small print says they can do this. an absolute joke I urge anybody not to shop at dreams! diabolical customer service and a complete rip off

Take this up with trading standards, as they haven't stuck to their side of the areement.

Tim_Deegan

seno wrote: »

oh yeah did i mention i bought the bed in July online and it was only delivered in September, they also say they only have a 7 day money back guarntee offer. They said my time has lapsed as i bought the goods in July is that even legal?

Probably not. Before you go through the cost of small cliams court, contact trading standards.

seno_2

Thanks to you all for your advise, i contacted the chief executive got his email address online, informed him of my situation and threatened to go to the media, i received an email this morning informing me that i can have my full refund and they will collect their mattress free of charge. I think that the fact that I am pregnant might have had a significant influence on their descision.:j:T:rotfl:

Tim_Deegan

seno wrote: »

Thanks to you all for your advise, i contacted the chief executive got his email address online, informed him of my situation and threatened to go to the media, i received an email this morning informing me that i can have my full refund and they will collect their mattress free of charge. I think that the fact that I am pregnant might have had a significant influence on their descision.:j:T:rotfl:

Well done :T:T:T

I think it was more likely the threat of bad press.

Mary27

seno wrote: »

oh yeah did i mention i bought the bed in July online and it was only delivered in September, they also say they only have a 7 day money back guarntee offer. They said my time has lapsed as i bought the goods in July is that even legal?

They're probably referring to the distance selling regulations whereby you have 7 days to cancel the order after it has been delivered. After that time the money back guarantee is invalid.

Mary27

seno wrote: »

I wish i had found this site sooner, i recently purchased a bed and mattress from dreams, the mattress is so bad the springs are sticking out and it only been a month . I contacted Dreams but just like everyone else on here they refused to issue a refund. They want me to pay an additional cost to upgrade and pay for delivery and pick up of their mattress. I have informed them that I am pregnant and this has caused me great distress they refused to issue my refund and have said they need to send in an independant agent to check the matress out.I wanted to find out has anyone else been forced to upgrade on their mattress because dreams have failed to issue a refund due to an uncomfortable mattress/faulty mattress. I am taking them to court and would like to hear from you guys if possible get statements this will be used as part of my evidence in court.
thanks

Did the mattress actually have a proven fault? They probably wanted to check it out with an agent to confirm if it did or not before issuing a refund.

Mary27

Tim_Deegan wrote: »

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.

We got a Dreams mattress and they offer a thing calld a comfort guarantee. You can try your mattress foe 30 days and change it if you don't like it. They're one of the only companies who offer this. Not all big companies are big baddies!!!