Dreams bed Superstore??? Complaints?

Tim_Deegan

Winchy wrote: »

I would never use Dreams ever again.

After buying a bed for £400 which had an rrp of £1000+, I thought I was on to a winner. Their delivery was half decent, once I was given a date it was fine, it was waiting over a week for them to tell me the date that was an issue.

Bed all assembled, felt very weak but thought nothing more about it. A couple of days later, move to the bottom end of the bed and hear a snap, the side rail snapped in half.

4 months after originally letting them know there was a fault, 4 failed deliverys of replacement side rails as they hadn't informed me they were delivering, a "furniture specialist" to my house to determine that the side rail is broken and he can replace with a bit of wood off the record. What eventually got me a refund was due to another error from them. On the fourth attempted delivery I got a phone call to say my side rails were being delivered, I explained I had not been informed and due to being at work I won't be able to take delivery, he said no problem, cheers for being honest and didn't put them on his delivery load and took me off his list. That never relayed back to the office and they closed down my complaint! When I chased again they said it was completed, I told them it wasn't and how it's disgusting how you close complaints without completing them etc. Next email was an apology and confirmation of a full refund.

Now, issue number 2, the mattress I bought from them has "dipped" in the middle. When I say dipped I mean collapsed. I know memory foam is meant to remember how you slept etc but it's like I've got 2 mattresses now.

Can't see me getting anywhere with this but I will persist again. Took me probably 20 or 30 emails to get my refund for the bed.

Unfortunately you were a victim of the usual Dreams sales hype, and fake sales. You would probably find that the bed and mattress that you bought are only at their so called RRP in a couple of stores, for a few weeks a year. This is to comply with the law so that they can say that the £400 is a sale price. However although Dreams rename their products so that they can give a fake price promise, if you do a bit of searching you will probably find the equivalent products at a fraction of the £400 you paid.

As for the faulty items, if the faults appeared within 6 months, then it is considered that the faults were there at the time of manufacture (unless the goods haven't been used correctly). So you are entitled to a refund. So as the products obviously aren't of the quality that you thought you were getting, then I would consider a full refund rather than replacement.

Out of interest, what was the make and model of the bed and mattress?

Winchy

Torino Bedstead - £399 on their website. Not listed as in a sale. I paid £379 in the sale (just found my order confirmation and emails to dreams), this was listed as rrp £899)
Iris Mattress - £449 on their website in the sale with an rrp of £1169. Same price I paid for it in August last year in the sale!

Bed + Mattress = £2068 rrp.

Bed lasted approx 3 days.
Mattress lasted approx 5 months.

Tim_Deegan

Winchy wrote: »

Torino Bedstead - £399 on their website. Not listed as in a sale. I paid £379 in the sale (just found my order confirmation and emails to dreams), this was listed as rrp £899)

Well that just proves my point about the RRP's being made up. You can get a similar bed for about £160 to £180, which considering the side rail broke on yours, are probably higher quality.

Winchy wrote: »

Iris Mattress - £449 on their website in the sale with an rrp of £1169. Same price I paid for it in August last year in the sale!

Bed + Mattress = £2068 rrp.

Bed lasted approx 3 days.
Mattress lasted approx 5 months.

The iris mattress appears to contain reflex foam encapsulated pocket springs, and so I would estimate that it is worth no more than around £250.

I think you have a very good case for the items being unfit for purpose, especially as both faults happened within 6 months. I would insist on a refund if I were you.

caz5117

Tim_Deegan wrote: »

I'm not going to say too much as I am in competition with Dreams. However you have given them more than enough chances to sort the problem out, and they still haven't resolved the issues. So the best thing to do would be to ask for a full refund, then go and buy a similar bed on line for much less. If they are difficult about giving a refund, then tell them you will report them to trading standards.

I am having terrible problems with Dreams customer services at the moment, regarding a Berkely bedstead that when my Son sleeps in it the slats collapse. i have been waiting for an inspection of the bed which is now happening next week after numerous phone calls to them. I will say that the sales staff at my local store are very friendly and helpful and so were the delivery drivers but the customer services department is an absolute shambles. Has any one else had a similar experience or even this make of bedstead?

caz5117

Have received a Berkley bedstead from Dreams and it keeps collapsing now waiting for an inspection of the bed has any one else had similar problems??

Tim_Deegan

I've just done a search on the Dreams web site for Berkley, but it doesn't come up with anything.

Winchy

Tim_Deegan wrote: »

The iris mattress appears to contain reflex foam encapsulated pocket springs, and so I would estimate that it is worth no more than around £250.

I think you have a very good case for the items being unfit for purpose, especially as both faults happened within 6 months. I would insist on a refund if I were you.

I got a full refund for the bed but that was extremelly hard work.

I have put in my complaint about the mattress as per their terms and conditions, within 7 days of the fault occuring and inside the year guarantee as stated on their website:

All Goods are guaranteed against faulty materials and workmanship for a minimum period of twelve months from the date of delivery.

The other point which really annoyed me was the fact that I rated the products I had received on their website and I was honest in my opinion of the products in a way where I wasn't over critical but due to being slightly critical it appears that my opinions are not required on their website. When I buy things I like to read these reviews to hear what people who have bought the product actually think of them. Argos, for example, have a full range of honest reviews. If someone says the bed is made of mdf and held together by Pritt Stick, Argos will leave this review on their site like they should, don't expect the same from Dreams. Don't give it 4 or 5 star don't get it on their review system!

Winchy

Tim_Deegan wrote: »

I've just done a search on the Dreams web site for Berkley, but it doesn't come up with anything.

Berkely.

Example: http://www.dreams.co.uk/bedsteads/bedsteads/wood/wood-steads/berkeley-black-bedstead/221-00117/product/

Tim_Deegan

Winchy wrote: »

I got a full refund for the bed but that was extremelly hard work.

I have put in my complaint about the mattress as per their terms and conditions, within 7 days of the fault occuring and inside the year guarantee as stated on their website:

Was that within 6 months of delivery?

Winchy wrote: »

The other point which really annoyed me was the fact that I rated the products I had received on their website and I was honest in my opinion of the products in a way where I wasn't over critical but due to being slightly critical it appears that my opinions are not required on their website. When I buy things I like to read these reviews to hear what people who have bought the product actually think of them. Argos, for example, have a full range of honest reviews. If someone says the bed is made of mdf and held together by Pritt Stick, Argos will leave this review on their site like they should, don't expect the same from Dreams. Don't give it 4 or 5 star don't get it on their review system!

THat doesn't surprise me at all given their sales tactics. However I think that Advertising Standards may be interested.

Winchy

caz5117 wrote: »

Have received a Berkley bedstead from Dreams and it keeps collapsing now waiting for an inspection of the bed has any one else had similar problems??

Once the bloke has done the inspection, ask him if you can have a copy of the report sent to you or provided then.

The person who inspected mine offered a fix to the bed with a stronger materials off the record, had the bed screwed up elsewhere and they had another inspection I reckon they would state that I had amended the bed and would have got nothing for it! I also didn't want that frame any more due to the poor quality of it from Day 1.

He also told me that I would struggle to get anything from Dreams, best I could hope for would be an alternative bed for the same money or pay some extra and get another frame from them. He also told me to stay clear of all of the fabric range from Dreams and stick to the wooden ones as they are far more reliable!

My last bed frame I bought was for £150 off ebay, it lasted 5 years and broke due to wear and tear. I am gutted I through it away and didn't repair the one broken part of the bed now!