Dreams bed Superstore??? Complaints?

briarwood

Fingers crossed we have another delivery scheduled for today!

Sorry to hear it didnt come Reggie - good discount though!

briarwood

And its another no show. Not surprised really as Dreams had told us not to expect it until the 4th Feb and had arranged a Saturday delivery with me (not sure how they do that when Yodel do the deliveries not them.....)
Will see what the hapless Yodel have to say this time.....

reggy321

Its not a bad discount, but to be honest, i would rather the bed!

I am also a tad worried the fact that both of us have been promised the same delivery date!

I have decided, if the bed does not arrive on 4th Feb i am cancelling it all together, keeping the £200 vouchers and ordering a bed elsewhere.

Lets hope we both post on the 4th Feb that our beds have arrived!!!

Bowlsmad

Reggie, Unfortunately you will find the refund will take 4 weeks to process.

fleetster

Well I would never order from Dreams ever again! Or any company thet uses Yodel to deliver!!!!!!!!!!!!!!!!!
We ordered a Bed and Matress back in December and were told we would receive delivery of both 20th Jan - Great :j

No contact at all then on the 20th Jan we got a call saying they could not deliver the bed or matress and they didnt know when they could? :mad:

So we rang dreams who said they couldnt understand why and to contact Yodel in Bolton, this we did and they told us that they had lost the matress and therefore thought we wouldnt want the bed without it. (A call would have been nice!) The matress and bed were placed as seperate orders and the matress was not for the same bed. Anyway they said they would get the bed to us the next day (Saturday) and we needed to call dreams back as they did not have the matress..
We called Dreams who said Yodel had the matress and they would get it sorted and get Yodel to call us back that day.
Got a call on Saturday at 8am to say no delivery will be made it would be Monday as the bed was not on the Van.
Monday morning and the van turned up with paper work but no bed or matress??? Rang Yodel who said the bed was also now missing and to call Dreams? Rang Dreams who said the system is showing updated notes and we would get the delivery on Wedneday for both items. Rang Yodel back who said the system was wrong both items now lost and to call Dreams again??????????
Wednesday came and the Van turned up with a matress on it but no bed, rang Dreams who said the bed was now out of stock and we would have to wait until the end of Feb for delivery! Not a chance!!!
We demanded a refund which they agreed to, then an hour later we got a call saying they could not give us a refund as the bed was on the system for delivery the next day. you guessed it no delivery the next day so we rang again demaning a refund which they agreed to and we orderd a bed from elsewhere, this new bed was delivered 2 days later However Dreams also tried to deliver the bed 2 more times after it had been cancelled!!! luckily today i have got my refund!

I want to know if anyone has made any compensation claims against Dreams and been successfull? ive no idea how much in phone calls alone weve spent on this useless company!!!!!!
And as for Yodel their staff are worse than useless!

Of all the calls we made we only had 1 call back from Dreams and a couple of calls back from Yodel.
Ive no idea how either of these companies are still in business, they are useless and the customer service from both companys is by far the worst I have ever dealt with!

Please people do youself a favour and NEVER use Dreams or Yodel!

gunark

Sorry, it's a long one, but another example of their total incompetence. Moreover, they caused stress to my elderly Nan, the idiots:

Hello,

I hope you can help me with my order. So far it has been a series of incompitencies, mistakes and staggeringly poor customer service.

I ordered a Wentworth bed in a store early December, for delivery to my new flat on the 31st January.

As my flat purchase had not been completed at this point I used my Nan's address as the nominated address for delivery as I could well have been there if the sale of the flat was continuing.

I explained this to the saleswoman and she stated that changing the address would be no problem nearer the time, I just needed to bring in solicitor's letters and such to do so. I did this on the 21st January and she took all the details and faxed them to head office.

I got a call on the morning of the 31st from Yodel stating they were delivering today, as I had been promised. I later received a call from Yodel that they were at my Nan's address, an address they should not have been at. Delivering it there if I am there is fine but my Nan is unwell, 85 and should not be outside dealing with deliveries on one of the coldest days of the year. I specifically changed my address so this would not happen.

What's more, the Yodel team won't redeliver to my correct address, leaving me on the floor in freezing winter. I understand that's their policy, but it's still extremely frustrating.

So at around 10:30am on the 31st I ring the Dreams deliveries team and explain my issue. The helpful call taker appreciates my problem and emails the customer care team for them to contact me.

By 2pm I call back, he helpful call taker appreciates my problem and updates the email to the customer care team for them to urgently contact me.

By 5pm I once again call back, this time I put my case a little more strong. My bed has been delivered to the incorrect address, my elderly grandmother had to deal with the delivery in the freezing weather, I have no bed, nobody has bothered to call me back and I have spent now some 60 minutes on the phone to Dreams having to do all the legwork.

The helpful call taker appreciates my problem and assures me that her supervisor assures her that the customer care team will contact me tomorrow. She also offered a 10% refund for my inconvenience - a sum that may not even cover the cost of my calls, let alone the inconvenience of me and my Nan, and the total waste of a day off.

On the 1st of Feb I await contact from Dreams Customer Care Team. And wait, and wait, and…well, you get the picture. So at 5pm I call and the helpful call taker appreciates my problem that I explain once again in ever more exasperated tones. To add to my complaints is the fact I have to spend a second freezing night on the floor, that despite reassurance not one person from Dreams has contacted me to update or even apologise.

The helpful call taker explains he will need to email Enfield to get a redelivery date as they don't answer phones. Clearly that's absurd, or unbelievably poor service from your depot, but given my current treatment, it's not one that's surprising.

I will be clear however on one point - the call takers have always helped as much as they can and have been pleasant, even in the face of my growing stress. I am grateful, and have no problem with them

The bottom lines are these:

Dreams has screwed up my order and I still do not have a bed, a delivery date, even an apology.

Dreams has caused both myself and my elderly Nan much inconvenience without any apology at all. I work shifts for the Police and need quality sleep to be able to do my job. This, combined with the stress, is having the opposite effect.

Dreams has cost me lots of money in calls and not once called me back when they repeatedly assure me they will, leaving me to chase again at my own expense of time and money.

Dreams will also cost me a non-paid day off for the next delivery, money I can ill afford.

Dreams has been possibly the single worst experience I have had from a major retailer in my life, and will have absolutely no hesitation in recommending others to shop elsewhere.

Chana_b

A complaint about quality and not delivery this time. It was roughly 12 months ago that i purchased a new bed and £550 of memory foam topped sprung mattress from Dreams. Yes, delivery was erratic and they never even confirmed when delivery was going to be - the bed just turned up one day - luckily someone was home.

Anyway - after 6 months (four months of which I was actually working away from home) i noticed that the mattress had a dip in it - complained to dreams - who told me to turn it round. this had no effect. They sent someone round to check it after I insisted it was really uncomfortable.

Their inspection agency, Homeserve (!) missed their first appointment - but then told me the dip was "within tolerance" the tolerance being set by Dreams. Dreams at first left me a voicemail rejecting my claim - then, after I insisted sent me an email with the result of the inspection.

Since that time i have been trying without success to get an official statement from Dreams as to what constitutes settlement - what their tolerances are and how they measure quality of a mattress. With no response from them.

Meanwhile - mattress has been relegated to spare bedroom and I even had to buy a topper to go on it for the occasional guest - so bad is the dip.

Needless to say - my advice is not to deal with Dreams - I have had an absolute nightmare with them and wasted £550.

reggy321

So we are supposed to be getting a phone call today.

Have tried to call Dreams this morning but was put on hold for over 10 mins. We have decided if the bed is not delivered today, we will be cancelling and ordering it elsewhere.

Will post on here at 6pm and see where we are....

Hope you get yours today Briar!!

briarwood

and the hilarity continues - Yodel just turned up YAY!......... to pick up a bed?
SERIOUSLY! I politely explained that they had so far failed to deliver the bed. I even asked them to check it wasnt on the van just in case (following the christmas eve incident when they came to deliver it but had no bed on the van). No luck, still no bed. har de har de har.....

reggy321

Oh No!

Well we still have not heard anything yet!

So like i said earlier, i am really not expecting anything.

So what are you going to do, you should cancel it and order elsewhere really!

I will be gutted if it does not turn up today!