Dreams bed Superstore??? Complaints?

Seema22

Hi I don't know what to do.
On 8th November 2011 I ordered a Manhatten bedstead with a showroom clearance Orchid mattress after lots of delays it finally came yesterday on 12th January 2012. The delivery guys said the mattress was a Tulip mattress so they called store and the SA rudely insisted that that was the right mattress and apparently the wrong name was on the boards in the shop. On my invoice it said Orchid but apparently she amended hers after we'd gone and neglected to tell us.
Shes saying that there is no way that she would have said the Orchid at that price. The last Orchid was sold apparently 3 days prior to hubby and I going in and then the Tulip was put new. Its been over 2 months now so I cant remember what the mattress looked like but I know it had labels that said Orchid. Can someone tell me what my rights are because I'm stressing out!
The SA is insisting that her colleague and the Store Manager will back her up. I feel like I'm being bullied into accepting this. Please someone offer me some advice as to what to do:eek:

Pinkypants

It all depends on what the paperwork states. If your paperwork says one thing and a different product was delivered then the contract has not been fulfilled by Dreams. You agreed to
purchase an item, Dreams argeed to sell you said item. Therefore they must deliver the item you paid for. If they refuse are for a full refund including any delivery and shop elsewhere.

Good luck.

nomorebrands

This is where MSE really works. My daughter is looking for a bed for her spare room and now I can show her all this and she can avoid trouble. I am a fan of Pick TV and Dreams sponsors them looking so comfy, but she won't be using them after this thankfully.

reggy321

Afternoon,

Just thought i would give a quick update. I was round a family members house last Sunday evening and was showing them my new bed that i ordered. Upon flicking through the Dreams website, i was shocked to find my bed was cheaper by £200! I was shocked by this, especially as the MAnager that sold us the bed said that it wouldnt be reduced anymore!

So we popped into dreams on the Monday and told the Manager about our problem and he said that there was nothing he could do, and that i would have to call Cust Svcs. I was very reasonable and said that i did not want to cancel the bed, nor did i want a refund, but what i did want was a new duvet and pillows. He said he could not see that being a problem but Cust Svcs would have to authorise this. I also explained about the number of complaints that i have read about the delivery company Yodel. He went on to say that Yodel are a company up north and are about to go into liquidation and that all beds delivered by our store in Bristol come from the Dreams warehouse based in Cardiff, so there was no chance of me having any issues with the delivery.

I phoned Cust Svcs and it tool about 20 mins to get through, needless to say, they were very unhelpful and said words to the effect "you signed that price, thats the price you pay". To cut a long story short, i phoned up the Manager of dreams of said to leave it with him. He called me back within the hour and arrange to have £100 of dreams vouchers and said he would discount the good that we wanted.

So far so good, still waiting for the 23rd Jan for my bed, but i will keep you posted!!

dcm85

Afternoon,

I ordered a bed and mattress online on 26th December, booking a delivery date of today, 14th January. The £711 was deducted from my bank account in full 2 days later. I received a confirmation email stating the delivery team would call me to give me a 2 hour delivery time slot no later than the morning of the delivery. I didn't receive this. I called Dreams customer service line around lunchtime to query the delivery time as I had no received any confirmation since the day of purchase. After on hold for about 15 minutes, I finally got through to an agent who informed me that there was no delivery date booked, but he could see that I had paid for the furniture. He didn't offer to arrange another delivery for me so I had to ASK him to book me another. He said the earliest was the 11th of February, almost a month later, and he would put it through for free delivery as it is a Saturday. I explained to him that I had already paid £5 for a Saturday deliver, to which he replied "Um, okay". No offer of refunding THAT. A while later, I called Dreams back and told them I wanted a full refund and to cancel my order. The lady I spoke to suggested that if I was willing to wait until 11th February, I would receive a "good will gesture". I refused and said I wanted my money back and I would shop elsewhere. I was then advised the refund/cancellation would have to go through the correct channels and someone would call me back in 5-7 days to arrange this for me. We'll see...

What bugs me is that it was on their systems that I had purchased the bed and matterss but when were they intending to deliver it if there was no delivery dates?! Surely good customer service would be to call the customer and arrange something? No, not Dreams!! They are willing to take the money but are not fussed about actually delivering anything.

VERY bad customer service, I would not advise anyone to purchase from this company!

lisybee

:mad::mad:I ordered a bed from them on the 10/12/2011,they said it would come on the 3/1/2012 The night before we broke up our old bed and slept on the mattress. It didn't come!. I rang two numbers on my invoice that I had been given at the shop, Just kept being put on hold, gave up on them. Rang the shop I bought it from. They said they would chase it up. they rang me later and said the bed would now be coming on the 6/1/2012. I'm patient, I said ok, even though I work nights. I came home that morning stayed up all day and guess what it didn't come. I again rang the two numbers I'd been given and again was on hold over 20 minutes on both numbers. Rang the shop again they said they'd ring me back in about half an hour 3hours later I rang them and asked for the manager. he came on the phone and said I was just going to ring you! He said your bed is out of stock. It will be now delivered on 17/1/2012. this was the first time anyone had said it was out of stock. but I've had two delivery dates!***** I asked for the head office number rang them twice spoke to two different people said they would ring me back, one did one didn't. still did not get anywhere. so tomorrow the bed is supposed to come after 2 weeks of sleeping on the floor. now I've seen people saying even if the bed arrives it could be damaged or bits missing, I'm not expecting a happy ending now. I wish i'd just gone down and cancelled it.

bendih

Do not buy from these people, their sales staff lie to get sales and it's impossible to contact anyone. Thanks to these idiots my son has been sleeping on the floor for a month. Please see below, no response so far.


By webform: 21/1/12
To whom it may concern:

Can someone please contact me urgently to either arrange a speedy delivery of this order or issue me with a full refund plus expenses as detailed below.

I purchased this bed and mattress from your Northampton store 27/12/11.
Your salesman 'Gene' told us that delivery time would be 2 weeks. 3 weeks after the order had been placed and paid for in full I pulled out the paperwork to call you for an update. On this, and circled by 'Gene,' it says delivery usually takes 28 days. He did not point this out to us, just gave us the receipt. Had I been told this at the time I most certainly would not have placed the order, even 2 weeks was too long to replace my son's broken bed, but acceptable given the time of year. This action was an out-and-out lie by your employee to make a sale.
Your telephone line and paperwork states that I can book a delivery online at dreams.co.uk/orders - this page does not work, it is constantly 'down for maintenance' so I waited for an operator (twice) to arrange this order, both calls were left on hold for 15 minutes before being answered. This in itself is not acceptable given the 0844 number you use is charged, and a clear revenue stream generator for your company, which probably explains why your orders page does not work.
On the positive side when I finally got through to an operator in both instances they were very efficient and dealt with me in a friendly manner.
I was told this morning that the bed cannot be delivered before 1st February, 36 days after the order was placed.
Please contact me, I require this order to be delivered by Wednesday 25th January or a full refund to my credit card for the purchase price, 36 days interest on the money paid to you under fraudulent terms (will calculate at 1% so £5.48), a refund of my telephone calls (30 mins x 5p = £150 )and a sum of £15 to cover my wasted time dealing with this issue.
In either case I require a written statement detailing the action you are going to take against your employee that lied to us in the first instance and created this unacceptable situation.
I can be contacted on this number at any time.
Kind regards,

Pinkypants

bendih wrote: »

Do not buy from these people, their sales staff lie to get sales and it's impossible to contact anyone. Thanks to these idiots my son has been sleeping on the floor for a month. Please see below, no response so far.


By webform: 21/1/12
To whom it may concern:

Can someone please contact me urgently to either arrange a speedy delivery of this order or issue me with a full refund plus expenses as detailed below.

I purchased this bed and mattress from your Northampton store 27/12/11.
Your salesman 'Gene' told us that delivery time would be 2 weeks. 3 weeks after the order had been placed and paid for in full I pulled out the paperwork to call you for an update. On this, and circled by 'Gene,' it says delivery usually takes 28 days. He did not point this out to us, just gave us the receipt. Had I been told this at the time I most certainly would not have placed the order, even 2 weeks was too long to replace my son's broken bed, but acceptable given the time of year. This action was an out-and-out lie by your employee to make a sale.
Your telephone line and paperwork states that I can book a delivery online at dreams.co.uk/orders - this page does not work, it is constantly 'down for maintenance' so I waited for an operator (twice) to arrange this order, both calls were left on hold for 15 minutes before being answered. This in itself is not acceptable given the 0844 number you use is charged, and a clear revenue stream generator for your company, which probably explains why your orders page does not work.
On the positive side when I finally got through to an operator in both instances they were very efficient and dealt with me in a friendly manner.
I was told this morning that the bed cannot be delivered before 1st February, 36 days after the order was placed.
Please contact me, I require this order to be delivered by Wednesday 25th January or a full refund to my credit card for the purchase price, 36 days interest on the money paid to you under fraudulent terms (will calculate at 1% so £5.48), a refund of my telephone calls (30 mins x 5p = £150 )and a sum of £15 to cover my wasted time dealing with this issue.
In either case I require a written statement detailing the action you are going to take against your employee that lied to us in the first instance and created this unacceptable situation.
I can be contacted on this number at any time.
Kind regards,

Either you mistyped or your telephone call calculation is a little out.

briarwood

Reggie did you get the bed, was it the right one, was it delivered nicely - enquiring minds need to know.

We are now but a few days from our revised, revised, revised a trillion times delivery date, I wait with bated breath.......

reggy321

Afternoon All,

Just thought i would give you an update on my bed. Some of you may remember i said that i was going to be having a high end TV Bed delivered on 23rd Jan. Heres an update:

Had a phone call on Friday 20th Jan to say that the bed is not in stock and that it will not be available until after the begining of Feb at the earliest. I was gutted to be honest, i placed a lot of faith in Dreams especially as i booked the day off to arrange delivery. So, the first thing i done on Tuesday this week was call the manager of our Dreams store in Bristol (the chap that sold me the bed) The first thing i said to him was "I wish to cancel my order" he asked "why" and i went on to explain that the bed has been delayed by 2 weeks and that i was unhappy. Leave it with me he said, do not cancel it now and i will get back to you. True to his word he called me back and has offered to pay for my day off by taking £120 (days wages) off the bed, the only snag was re-arranging the finance, i asked if i could have it in vouchers instead to which he said, yes that would be fine. If i am honest, i have to eat humble pie, i was so cocksure that i was going to get it delivered, but to be fair, the Manager in Dreams Bristol has been a true to his word everytime i have spoke to him. This is the main reason i have not cancelled the bed and gone else where. So, i have been given a Saturday delivery date of 4th Feb and also £200 of dreams vouchers (so far!). Will update you nearer the time!