Dreams bed Superstore??? Complaints?

biggus_dikkus

update.

just had a call from the dreams delivery people who said our replacement matress will be delivered on saturday (8th), so far so good.

biggus_dikkus

matress just turned up dead on time, 2 delivery guys very helpful & even took the old one away, as i said there's a lot of negatives on here but my experience of dreams has been first class.

dr29

Dreams beds are what they are useless, £850 paid and promise 2 week delivery 18th Oct they rang that morning said bed would be at least another 7days due to parts missing, store could'nt give refund, rang main office and given a call center queue then past to refund department who promised to ring back at 4---- still waiting. This is what a bad company is all about do'nt give a toss about customer service give us the money now !!!!!! off

deedees_2

Hi,

I last posted on the 31st August about my Dreams customer service experience or 'lack of' ... I finally have an update and ultimately closure :j

I spent 2 hours calling customer services back on he 31st and gave up!

On Saturday the 18th September I received 2 calls and 2 emails saying delivery on the following day .... YAY WHOOPEE.... But wait the 'computer says NO' they can deliver next Saturday instead But wait the 'computer says NO' they can deliver by the end of the 27th possibly but we can't guarantee and you will still have to have the old bed ready for removal on the off chance.... Not very happy asked to speak to someone in charge who sounded like they signed there name with an X ! Demanded a full refund and was told Cust serv would be in touch within 3 working days to discuss my issues??? My issues?.... Paying just shy of £2,000.00 for a bed they can't deliver and don't know when they can!
Well, paid a visit to the store and asked to speak to the manager, who was very shocked at my experience and understood my position, given I've just had a preliminary back op and needed the bed before it ! She asked me to give her til the Monday as she had 'contacts' with the 'Buyer' at head office!

I was given a coffee while I was there and given re-assurances but no guarantees which I did understand as she wanted to see if she could resolve it.

To cut a long story short she wasn't able to get a bed quickly for me but I was assured if I could wait til October I would be compensated....

I waited and on Tuesday the 4th of October my bed arrived at 1pm . Delivered to my bedroom by 2 men after they'd removed my old bed and in the process broke the glass finial off my curtain pole without an apology :mad: and then because their hands are dirty with loading and unloading goods they left dirty hand prints all over the base and drawers of the bed while they were putting it together :mad:
I tried to speak to the store but the manager wasn't in until Thursday and a message was left for her to call me with an outline of the call....
I chased her the following Monday but she wasn't available and again on the Tuesday. After a few more days of calls back and forth I am pleased to say that I have received a refund to my card of £120.00 and 2 Tempur pillows to go with my Tempur bed :T

I am pleased with the outcome but I still wouldn't recommend them as it was all down to me to chase chase chase as there isn't any 'customer service' at Dreams!

The bed is great though and I would recommend Tempur as a bed and their pillows !

Not sure how I could've avoided this situation to help anyone else though.

Good luck to all
Deedees

Pinkypants

I don't know why so many people bother phoning the customer service line. If you have a problem with a Dreams store go back to the place where you bought it from. Very nicely speak to the staff and ask them to sort out the problem, get refund of missing parts or whatever needed.

When staff can't do as you ask, very clamly walk around the store telling every single customer your experiences with Dreams so far. I'm sure that'll make the staff sort out your problem.

Disappointed_Dreams

Dreams? More like a complete Nightmare!!

They take your money then fail to deliver your bed coming up with excuses what are complete works of fiction.

They never reply to emails - very difficult to call them at their service centre (takes around 30mins to get through on the phone).

Completely unhelpful and abrasive staff - only interested in fobbing you off with baloony and have a good laugh at our expense.

They are supposed to be the biggest bed retailer in Britain - more like the worst be retailer in the world!

Their staff are trained to take your money and not deliver the beds to you at any cost. They never say sorry and seem completely oblivious to your needs.

Dreams PLC is definitely a company run by cowboys. They are sinister and gangster like. They motive is to run with your money and surprised why this company is still continuing to trade and is not in liquidation yet.

I repeat do not ever buy a bed or other items from "Dreams PLC - They should be called Nightmares PLC".

All I have had are nightmares from ever having anything to do with this abysmal company. BEWARE!!

SusanWi

I bought a bed and headboard 6 weeks ago, value 600.00 .. I got a call to say it would be delivered on the 14 Nov 2011, waited and No bed turned up.. Phoned them to be told .. I should not have been called because that was when it was turning up in the ware house... I would get a call in a day or two for a delivery date to be delivered... 3 weeks later after calling endlessy asking for a date or my money back.. I am still getting the run around .. the latest is today .. I have been told its been put in Head Offices hands and they will take 3-5 days to contact me .. I asked for customer service or Head Office number and got told they do not have it... I have to wait.. end of this week will be 7 weeks and to tell you the truth im so frustrated with it all.. ringing up to just get put off... I can honestly say that this is the worst service and starting to think they are either scamming customers or the Company is in serious trouble finicially ...

Taiko

It's weird, because I purchased from the local store a few weeks ago, they delivered the right bed and mattress at the time they said that they would. Didn't have any problems.

juca

I don't post on here very often but want to give my story of ordering from dreams on line......we ordered a double bed for my daughter in October and was delivered in mid November, we put the bed up to find it was all out of line, one side rail was not sitting flush with the foot board, we rang customer services to ask for a replacement at which point they told us the bed was discontinued, i enquired about what they will do regarding this been discontinued and they offered me a 20% mark up on the original bed price, so we had an extra £30 on top of the original purchase price. we went to our local store to choose a new bed so we could see it properly and out of curiosity asked in store what delivery time was for the light tan version and was told 2 days but because our original order was on-line we had to go through the dreams site to exchange, fair enough. we spoke to customer services and was told the light tan was discontinued i argued that the store could get it but was told that the stores have a different warehouse than the on-line site, we reluctantly ordered the dark tan version of the bed. We looked on the dreams site this morning and guess what, the light tan version is on there when it wasn't yesterday, spoke to customer services and they said it was discontinued, i rang the store and they told me that dreams on-line WILL still advertise discontinued beds because there may be some in the warehouse, I rang back customer services and they said it was discontinued and they couldn't check what was in warehouse!!!! also I needed to change the delivery address as we have moved into our new home and the original delivery was sent to my parents for storage, guess what YOU CANNOT AMEND DELIVERY ADDRESSES!! I got to do a 30 mile round trip to exchange the bed! if you want to change address you have to cancel the order and submit a new one. Apart from the 20% mark up which I asked for, I wasn't offered one, I would steer well clear of Dreams, I will definitely not order from them again as I feel that their customer services are in my mind not very professional it seems a shoddy set up and to add the average waiting time for customer services to answer the phone is around 15-20 mins. It may not seem much to some people but to me customer service is essential when things go wrong. If we was ever forced to go to Dreams again I would defiantly go in-store as it would be cheaper and easier to sort things out face to face than have to wait for unprofessional call centre staff

SusanWi

After reading some posts in this forum...I decided to go to the store I purchased the bed from... I walked in explained my situation to them... They were not helpful because they said if Head office was dealing with it I would have to wait for them..

I must stress I do not like confrontation but felt that I was being treated very unfairly... Could not even get a refund...

So I walked away from the staff member and approached customers in the store explaining that Dreambeds were NOT a dream they say they are.. explained my waiting time... I got to the second person in there before I was approached by the manager who proceeded to ask me to his office to help sort my PROBLEM out..

Conclusion .. after a couple calls ...I got the bed delivered today .. but to my frustration the headboard didnt turn up with it....

Been told to ring customer services to explain this and try and arrange a delivery.. ringing them again after everything is so stressful...takes average 30 mins to get through to very unhelpful staff...

I am not saying the way I handled this is the best way... but for me it worked and at least I have the bed.

OK off to face ringing Customer service yet again...

I hope everyone gets sorted and the goods they bought delivered.