Dreams bed Superstore??? Complaints?

reggy321

Well is post number 352 (at the moment) and im guessing of these 352 posts in a 2/3 year period, only 100 (max) are complaints, the rest are all updates etc...

If there are only 100 complaints out of the people that buy from Dreams, then they must be doing something right. I would never read into these websites to much as you only ever hear of horror stories, of course there are going to be some issues, its only natural, we are all human.

I have just ordered a TV bed and a Mattress from Dreams, the total bill being £1859 inc a 32 LG TV. They threw in the following free of charge:

Delivery
Set up
Removal of all packaging
Removal of my old bed
King size mattress cover
Dreams Teddy

Ok, so like some of you, i ordered the bed and the Manager told us, i think its in stock and should be with you in 10-14 days, we got a answer phone message to say its going to be delivered on 23rd Jan. Its more like 4 weeks than 2, but hey, who really cares? I dont, im getting a new bed and really looking forwad to it!

Moral of the story....

100 complaints in 3 years about the UK's biggest bed company, to me that speaks volumes, to some it speaks disaster!

Grow up and live in the real world!!

kitty_kat_uk

lets just see if you're so smug on 23 Jan when your bed doesn't arrive!!

We're still waiting for ours from 28 Oct, 3 failed delivery attempts as the order not complete. We collapsed our old bed and took it to the tip on the last delivery day (between 10-2 we were told), only to be rung at 1:50pm to say they didn't have all the parts.

I'm 3 months pregnant and having to sleep on the sofa. The store manager is trying to help, but to be honest he's just trying to keep the sale. They are blaming the delivery company who are blaming them. We're fed up.

reggy321

Im not being smug at all.

But its websites like this that can give a company a bad name.

I work in a customer service environment myself, and people are so quick to put you down, but never give any praise when you do something well.

If dreams are that bad, they would have gone out of business years ago.

I really hope you get your situation sorted sooner rather than later.

briarwood

Sorry Reg but you are being naive - I also work in CST and logistics and we would never treat our customers the way that we have been treated, total incompetence and abject lying. They claim to have an 'escalation procedure' but the managers either dont call you, or having nothign to tell you if you call them. Not only are there customer services useless but the delivery company of choice 'Yodel' is one of the worst in the market (hence the big PR drive at Christmas).

I do hope you get your bed delivered on the 23rd although I fear you will be joining us when it doesn't.
We are not the only people complaining - Dreams have featured on Watchdog several times.

Let me tell you what may happen. They normally ring you a couple of days before your expected delivery date with a time. If they are actually going to turn up they will ring you on the day as well. If they haven't rung I promise you they are not coming so don't sit in all day (as I have done for the last 4 failed deliveries).

So presuming they dont turn up you will call the Yodel CST. They will tell you that they can't help you as they dont have the item you are chasing up. (you will find you dont have any sort of tracking number, the one you have isnt a tracking number). You will then go back to Dreams who will tell you that Yodel do have the item.

You will then go back and forth between the two only ever speaking to junior level CST assistants (they are unable to divert to management but a manager will call you back within 2 hours - never happens). You cannot call the warehouse or anyone more senior so despite offering an escalation procedure, they will not allow you to partake in it.

They tried to schedule another delivery with me after Christmas for today January 3rd. I spent quite some time explaining to Yodel CST that everyone thought the bed was there before and asked if there where any notes on the system to show that in between 24th and 3rd something new had been added. No, no madam the bed is definately in the warehouse otherwise we wouldn't be ringing you.

I explained that the particular logistics system they use (and yes Reg I do know this level of detail about this particular company) will continue to make appointments for delivery until it sees that the delivery is resolved. I asked the CST again if, after the failed delivery on the 24th any notes had been added - she said no, they had recieved it into stock on the 22nd (new date have previously been told everything from the 11th onwards).

Needless to say the delivery did not arrive today, nor did I get a phonecall.

I have finally tracked down someone at head office at Dreams, will he help - who knows. Both parties are currently agreed that the bed is still missing although no-one at Yodel who we speak to has the power to amend the system to remove the 'in-stock' that has mysteriously appeared against our record as they cant prove it is or isn't in stock!!!!

So on we go, lets see what head office man can do.

And to go back to your original point Reg - if they were any decent sort of company they would have taken complaints much earlier than mine in hand, delivered new beds, using their own vans and offered compensation. Instead they hide behind process and procedure and do nothing at all. they also do not give refunds easily.

briarwood

and yes pinkypants well aware of the stupidness of signing for it - what can I say I was overcome at the sight of the delivery van on Christmas Eve, thought Santa might be driving it..... :-)

briarwood

Well Dreams have finally admitted that the bed is lost. They have offered to replace it with a new bed (we had bought from the shop floor) and headboard. It will however be another 2-4 weeks as it will be treated as a new order from the factory. We have also received some financial compensation. I am loathe to continue this process but I am also aware that if I cancel I cant buy the same quality bed on the market for anywhere near that price especially with the compensation we have received.
So hopefully in 2-4 weeks I will have a bed. Ridiculous I know but I am giving up fighting for a few weeks anyway!!!

reggy321

Did you pay for yours outright?

I have a feeling, that as i have taken up the interest free credit option, they will make sure the bed is delivered on time. Why do i think this?

1) Probably the most expensive bed in the store

2) I have 30 days in which to cancel the credit agreement.

Bed was ordered on Boxing Day, delivery on 23rd Jan, so that works out 28 days from order to delivery. If they do not deliver when they say they should, i will be cancelling my order and the credit agreement and dreams will be nearly £1900 out of pocket.

To be honest, i am not really that bothered if they do not deliver, i will just go somewhere else and do the same agreement.

I will post on here on the 23rd Jan and let you know.

briarwood

Hi Reg
We originally got it on interest free credit but then decided to pay it in full. Something about the agreement was a bit dodgy as it left a window for dropping out of the interest free period and suddenly getting charged interest.

Just make sure that you keep a record of what is happening so if you do need to cancel your order you can do it quickly. When we attempted to cancel first time round they said and I quote "We cannot state that the bed is lost just because we are unable to find it". They also wont let you cancel if the bed is believed to be 'in-transit' - they have a few tricks up their sleeve.

Most important of all - if Yodel havent called you to book it in (not Dreams CST) it isnt coming.

best of luck to everyone. They have given us a date of 4th Feb now (hmm not within 2-4 weeks) we will see.......

briarwood

Reg dont forget that it may be 28 working days, the bank holidays and weekends may not count.

pammy1961

More like nightmare, I ordered a bed from the Dreams store in Grimsby on 6th December 2011, was told by the very nice salesman that somebody would call very soon with the delivery date, I did indeed hear very soon, the next day in fact, but they disappointed me by telling me it would not be delivered until 10th January 2012......I have been sleeping on the sofa until now, with a very bad back, I received a call from Dreams a few days ago telling me the bed was to be delivered between 8am and 12 0n the agreed day.....guess what? No bed was delivered, I received no call to explain why so I rang them and am appalled at the response, apparently the bed is now out of stock and they can't tell me when it will be in again....I demanded an immediate refund as I had paid £350 for the bed in store when I ordered it....oh no no no we can't do that, was the response, there are channels to go through apparently, it takes weeks, I can't believe they are legally allowed to treat people this way, how much money belonging to the trusting public do they have sitting in their bank account gathering interest for them whilst they are putting us all to this much inconvenience? I'm appalled and will advice people against the company far and wide....Facebook is a wonderful tool.