Dreams bed Superstore??? Complaints?

wooly_hat

DREAMS you can joke should be called nightmare beds we looked around and decided to treat ourseleves having saved for a new bed we picked dreams (ha) a fool and his money soon parted springs to mind we were treated great in the shop 28 day delivery yes i could live with that:j from here on it goes down hill on the 23/10/2011 on my credit card i paid in full for a bed with 50% off i paid £1,211.00 yes the figure is right 4 weeks later we had a phone call from youdle distribution they said your bed will arrive between 0915hrs and 1315hrs on monday 28/11/2011 we promptly gave our old bed away to family recently married they were happy we were happy to make room for the new bed arriving same day old one gone by 0930 room cleaned and all ready but (you got it):mad: no bed arrived my wife phoned the 0800 number for youdle no bed had been delivered to them for them to deliver it us we then phoned the shop they said phone coustomer line (ha) that is a joke 27mins on the phone and still no answer tried the web site 9 e-mails and they say they respond straight away not had a reply yet 5 days on phoned the shop 9 times and they said at first the bed was lost now they say they have tracked it and youdle have it youdle say they have not had it. my husband now sleeps on the floor upstairs i sleep on the sofa they have our money we have no bed 6 weeks on and you can not get to speak to anyone the web site is no good the phone numbers are no good so trust me do not bother with dreams (nightmares) they just bluff you and nothing gets done sleepless in north wales

linda_gordon

To cut s long story short, I ordered a bed which turned out to be no longer in stock. After 6 weeks and a lot of phone calls to dreams customer service I decided to contact my bank to see if they could help. I paid by Visa Debit and had read recently that a debit card had the same legislation as credit cards.
My bank were very helpful and made a full refund to my account as I has not received delivery of my goods within A REASONABLE TIME.
Since then dreams have never been off the phone, I did tell them that they would receive no awards for customer care.
I am no expert but I think that this company are flying by the seat of their pants (they take peoples money and orders even if they do not have the goods) clearly suppliers are not providing goods until they have been paid. GLAD I GOT OUT WHEN I DID.
Went to a small local business and within 2 days I have a bed, which is all I wanted in the first place.

happyinflorida

I would like to warn anyone though who is thinking of buying a bed online - I bought from a company through Amazon. The company is called "Comfy-Living".

Bed came flat packed - hubby said instructions to put up bed were a nightmare, took hours.

The bed is a faux leather - came with built in headboard. The wooden slats underneath the mattress were very thin and within 3 weeks of having the bed, my son sat on it and 2 of the slats broke.

The mattress - is rubbish. The material is moving on the top, the springs are coming up through the material. A cheap, nasty mattress.

I contacted Comfy-Living through Amazon and I asked for a refund. I didn't want another bed as it's absolute rubbish.

Reply received from Nina Greaves - who at this stage called herself the customer services manager - refusing to refund as I'd had the bed more than 30 days, offering replacement! I refused and kept trying to get a refund as I believed I was entitled to one under the Sale of Goods Act.

Finally I sent a letter by recorded delivery to the "Managining Director" giving them 14 days to refund me. Received a letter, possibly from the MD, but illegible signature and no name on the letter? Stated wanted to fully investigate and was passing to customer services manager called Jean Dyer? Received a phone call 5 days later from someone calling themselves Jean Dyer, asking me to send photos of broken bed to her email address. Sent the photos and asked for refund as they now had proof bed was broken. Heard nothing - after 9 days I emailed again, no reply and again the next day stating that unless I received a refund by return I would be taking to the small claims court.

Got email from Nina Greaves advising Jean Dyer had left company (?) Why would an MD give an investigation to someone about to leave? Or was she sacked or did she walk out?! Nina told me that "until you remove all of your various comments online we will not respond to any of your threats" - so the small claims court is a threat?! Since when?!

Hopeful of a quick ending - I said I'd remove my comments in return for an immediate refund. Nina Greaves replied that she'd arrange to have the bed collected two days later.

I had to wait in all day from 8am to 6pm. No one turned up. I emailed her again. Another date was arranged - I waited in again - no collection. I emailed again, on a Thursday evening. I got no reply until the following Monday where the contents of my email were ignored - my asking for alternative arrangements for a pick up instead of the useless courier company they used and an immediate refund - I was told to give her another date for her couriers to come!

THEN......I got an email headed "without prejuidice" telling me that as I'd made further comments on their companies YouTube account - all of which she'd had removed as spam (?!) - I wasn't going to get a refund and she's written a blog on me saying my comments are malicious!

This is one very bad company which employs or is run by one very vindictive, nasty woman.

So unless you want to open yourself up to months of hassle please don't do what I did and make the mistake of buying from Comfy Living.

Vickylee_2

My parents recently ordered a bed from the Runcorn branch of Dreams. They had a phone call from Yodel delivery saying that the bed would be delivered last Friday between 11 am and 2 pm. No bed arrived and no explanation was received. Dreams said that it wasn't their fault it was Yodel's as they had not loaded the bed onto the van. Yodel rang back on Monday evening to say that the bed would be delievered on Wednesday morning between 7 am and 9 am. Wednesday morning came and went - no bed! We got back on the phone to Dreams who said it wasn't their fault and we needed to ring Yodel. The number for Yodel just kept cutting off after a message about how busy their line was. We eventually got through to Yodel who stated that they did not have the bed in their possession! When asked why they kept giving us delivery slots if they didn't have the item they said "that's just what we do"!! we rang Dreams again. They insisted that the bed was collected by Yodel 7 days ago and that we needed to speak to Yodel again. We rang Yodel again and they said that they didn't have the bed and to ring Dreams!! I told them that they definitely had the bed and they said they would escalate the problem and check the warehouse (genius idea...) and would ring back with 2 hours. Of course they didn't ring back. The Runcorn branch of Dreams insist that there is nothing they can do and that we need to ring Yodel or Dreams head office. Dreams head office put us on hold for 15 minutes before cutting us off!! So now my parents are several hundred pounds down with no bed and two companies each saying the other has the bed. The most ridiculous part of the situation is that the bed my parents ordered was the bed from the showroom floor - the showroom is less than two miles from their house but apparently the bed had to be shipped to Bolton before it could be delivered to an address in Runcorn!!! DO NOT BUY FROM DREAMS!!!

briarwood

Very disheartening reading the message above as we are in the same situation. They keep booking deliveries even though no-one has the faintest idea where the bed is.
The store even jokingly told me yesterday that the driver who picked it up last week knocked the bed leg off, when she handed it to him saying - you will need this, he said no I won't its for scrap this one! She says she corrected him but I am guessing no paperwork changed hands.
Just spoke to Yodel who stated that they dont even pick up beds - dreams deliver it into there depot. Absolutely useless.:mad: I wonder if Santa can deliver it?

briarwood

Nice idea but it doesnt work - they just keep referring you to head office, who give you a completely different story to the store, who give you a completely different story to the depot.

briarwood

The Yodel driver called this morning and scheduled the delivery of my dreams bed. Wonderful.
The driver arrived, got me to sign the paperwork and then started to unload the van.
'Oh - sorry' he said, we dont appear to have your bed after all', 'I will cancel the paperwork you will have to ring the depot after Christmas' and off he drove.

So not only did they not deliver the bed (3rd failed delivery) but I signed for it. Am now very distressed and upset.:(

Pinkypants

briarwood wrote: »

The Yodel driver called this morning and scheduled the delivery of my dreams bed. Wonderful.
The driver arrived, got me to sign the paperwork and then started to unload the van.
'Oh - sorry' he said, we dont appear to have your bed after all', 'I will cancel the paperwork you will have to ring the depot after Christmas' and off he drove.

So not only did they not deliver the bed (3rd failed delivery) but I signed for it. Am now very distressed and upset.:(

You signed to say that you have received an item, before you actualy "received" the item. doooooooooohhhhh.

Could be fun and games if they say you have had your product.

sallysheff

I ordered a new mattress under their 40 day exchange scheme - i have now had FOUR failed deliveries, taken 3 days off work and waited in all exmas eve and still no sighn of! Customer services is non existent as they haveb't a clue what they're doing and apparnetly their managers don't speak to anyone on the phone - work that oe out! My advice is to steer clear at all costs!

CruisingSaver

We also experienced less than stellar service from Dreams recently (well actually no customer service at all would be more accurate!) and after spending a lot of time making fruitless phone calls to both Yodel and Dreams, DH lost the plot and spammed the Dreams FB page to the point where he was blocked by them.

However, it appeared to do the trick as DH was telephoned by Dreams on the Monday, we had the damaged bed picked up by Yodel (the fact that they actually turned up was a minor miracle) the same day, and we had our money refunded a couple of days later.

I wouldn't openly advocate spamming a company's FB page;) but it worked for us!